Would not sync, would not pair, would not recognize... and final set up incorrect.

[Ncgbp]

Add me to the people with syncing issues. Did all the recommendations, turned off phone, unpaired device, etc. Finally after an hour of trying my Alta HR was recognized - I have had it since 2018.  Had to go through all the steps to set it up, but it has a mind of its own and nothing is correct. Wanted a horizontal display not vertical, I don’t us K but it is there. Have had issues since Sunday. 

[NellyG]

Hi @Ncgbp  What phone are you using? Try THIS  Help Article on syncing issues.

[Ncgbp]

I am using an android phone. After multiple attempts and unpairing my Fitbit, and deleting and reinstalling it finally reconnected. 

[grncab · Accepted solution]

My fitbit was syncing fine until the automatic upgrade on the app 2 days ago.  Now it will not recognize the device.  Having worked in IT, this really looks like Q&A dropped the ball on testing the app upgrades before releasing them.  Since the Alta HR is probably the least of their concerns they don't properly test it on that before releasing the code.  We'll just have to wait until they upgrade the software on the app again to fix this bug they created.  I probably won't buy another fitbit because this happens every six months or so for the Alta HR and it's annoying.

[NellyG]

But WHAT Android are you using? If it is not on the Supported Devices List  then you are right - no one will be working to get the connection going again.

[Ncgbp]

The app worked fine on my phone until the update. So the phone is not the issue. The issue is with the update.

[NellyG]

@Ncgbp the issue may well be initiated by the update but if a phone is not on the supported list then no one at Fitbit is at all concerned about fixing the problem. It may well be a problem I can help with but if you dont answer my questions then I cant help.

[Ncgbp]

If you read the replies- you would see that I finally was able to reset my Fitbit. Funny thing- same phone for two years and same Fitbit - so it isn’t the phone. But, thanks anyway.

[grncab]

I've had my fitbit and same phone for 2 years as well with no issue until the last upgrade.  My Samsung S8 is supported per the list.  Now, I have to restart my phone every time I want to sync my Alta HR.  It's an inconvenience that started only after the last upgrade.  It be nice if the coders for Fitbit took note of this.

[Badfaucett]

I have been online chat twice with same issue and after several questions- the chat line communication STOPS and dissappears....so nothing is working and now their chat lines are DOWN

this is so frustrating

[Badfaucett]

Okay so what is the answer.  If it doesn't sync and does not recognize and won't charge is it useless

[Ncgbp]

I unpaired the Fitbit from my phone and deleted the app. My info is saved on the website. I then downloaded the app again and repaired the Fitbit and it worked. But, I shouldn’t have had to do that since it worked fine until the last update.

[Badfaucett]

I can try to reload the app— this is ridiculous.
And frustrating

Sent from my iPhone Karla
Have a great day!🤗

[SunsetRunner]

Thanks so much for the info. I finally got my Fitbit to sync after trying almost everything else.

It was only syncing once a week for the past two weeks.

I agree that I should not have to do that and I was considering discontinuing using it.

I'm glad we have a IT guy on board, even if you don't actually work for Fitbit. Thanks again 😊.