"We found your tracker" but no connect

[MISRNA]

Hello,

Trying to connect by brand new fitbit Alta to my phone, plugged into the computer, bluetooth is on, it keeps saying "We found your tracker! Connecting ot Tracker..." and then nothing happens. I've restarted my phone, restarted the Alta. I've deleted the app and reinstalled it. I've removed the tracker from my app and currently trying to set it up again. Is anyone else having this problem?

[ninimorris]

I am having the same issue.  Getting really frustrated!

[JuanJoFitbit]

@MISRNA @ninimorris A warm welcome to our Fitbit Community! So sorry to hear about the setup issues you have experienced with your Alta trackers. If you @ninimorris my friend, have tried what @MISRNA mentioned, such as restarting your phone, your Alta re-installed the app, then my best advice for both of you is to contact our Customer Support team so they can investigate further and get you back on track.

Keep me posted on the outcome my friends and I'll be around! 

[PeeyushNaidu]

Hello MISRNA,

Did you find any solution to your problem?

Thanks,

Peeyush

[PeeyushNaidu]

I figured it out myself !

In addition to steps mentioned in post above, delete pairing information of alta device from phone Bluetooth settings before attempting to connect the device. It works, all the data got restored and its working fine now.

hth

-Peeyush

[LucyAP]

Welcome to the Fitbit Community! It's great to have you here @PeeyushNaidu! Thanks for sharing the troubleshooting steps you took to solve the issue. This can be helpful to other users that may experience the same. 

Thanks for posting and I hope to see you around more often! 🙂 

[nikkigardi]

I am having the same problem. I have updated my iphone 5s software, deleted and reinstalled the app, turned bluetooth on and off, deleted my previous bluetooth device, checked the charge on my fitbit, turned my phone on and off and have been trying all day. Getting really fed up it still says 'We found your tracker, connecting to tracker' but just constantly buffers. Any other ideas? Thanks

[LucyAP]

Thanks for stopping by @nikkigardi! This sounds odd. Please check if your mobile device isn't managing other Bluetooth connections. Also, double check if you use more than one Bluetooth phone, tablet, or computer to sync, the other one isn't nearby (or has Bluetooth disabled).

Then, try these steps:

1. Force quit the Fitbit app. For instructions see the Apple help article.
2. Go to Settings > Bluetooth and turn Bluetooth off and back on.
3. Open the Fitbit app and log out.
4. Reboot your mobile device. For instructions see the Apple help article.
5. Open the Fitbit app and log back in. And try to set it up again. 
6. If your tracker didn't sync, restart it.

If your tracker won't setup after the restart, try setting your tracker on a different mobile device or computer. 

I hope this helps, keep me posted! 😉 

[nikkigardi]

Hi Lucy,

Thanks for your response to my post. I followed all of the steps you suggested on my iphone but still no luck, I don't have any other Bluetooth devices linked up to it either. I reluctantly decided to sinc it with my laptop (really wanted to have the function on my phone which is with me all the time). I loaded the software successfully and connected my dongle (took ages) but keep getting the message 'We encountered a problem communicating with your device please try again' I have retried on multiple occasions. Could my fitbit be faulty? It doesn't display the time on the screen just 'fitbit.com/setup' which I assumed was normal prior to connection but perhaps not? Also when I was first trying to connect with my phone and it gave me a 4 digit code to type in it was 9009 which it seemed happy with but perhaps it was meant to be 6006, I couldn't see which way round it was meant to be because the screen is sideways. Just trying to think of reasons why it might not be working.

Please help, becoming increasingly frustrated!

Thanks,
Nikki

[JuanJoFitbit]

@nikkigardi Thanks for getting back! Since you also tried connecting your Alta with your computer and had no success, I recommend getting in touch with our Support department since they'll be happy to review your case and get you back on track.

Let me know how it goes my friend! 

[Lockwendy]

Thank you.  Disconnecting from bluetooth was the key.  Doesn't explain why I had it connected for a week and it just stopped on it's own causing the reconnect issues

[JuanJoFitbit]

@Lockwendy I'm so glad to hear that your tracker is syncing properly now! Thanks for keeping the update here. Regarding your inquiry, the connection issue might've be caused due to several Bluetooth devices near. However, if the issue happens again, let me know.

I'll be around if more assistance is needed my friend! 

[katycot]

My tracker AND my husband's trackers BOTH just started doing this.   The the tracker can be found, but cannot connect.  Have tried restarting the android device, have also tried on ipad and iphone.  software is up to date.  reset the flex.  nothing is working.  what else can we try?

[LucyAP]

Hey there @katycot! This sounds odd. Please double check that you are restarting your Flex by following these steps:

1. Plug your charging cable into the USB port and insert your tracker into the charging cable.
2. Insert a paperclip into the small pinhole on the back of the charger.
3. Press on the pinhole for 3-4 seconds.

Then, try setting your tracker up as suggested in this post.

Keep me posted! 🙂 

[katycot]

Hi, yes this is the procedure I followed.

I also powered down the phone, and made sure both the app and phone were
current on updates. While the phone was off I reset the tracker.

When I attempted to add the device back onto my phone app, it immediately
found the Fitbit but failed to connect.

[PeeyushNaidu]

Hi,

Did you try by first deleting the Fitbit device from your phone paired Bluetooth device list.

-peeyush

[katycot]

Yes

[PeeyushNaidu]

You could also try by uninstalling the phone app. Your data is stored in Fitbit server which means all will be retrieved when you login after fresh installation.

-peeyush

[katycot]

Yes, I did that as well. I even installed the app on my iPhone reset the
tracker again and them tried to sync to that. Same thing "we found your
tracker" but spins and has unsuccessful connect.

The strange thing is the same thing happened to my husband, and apparently
dozens or more other people who are posting on your site.

It seem the problem is the application.

[LucyAP]

Awesome tips @PeeyushNaidu.  Thanks for the update @katycot! To better assist you I have a couple of questions:

• Are you using the same device to set up the 2 trackers?
• Are you using the iOS or the Android device to set up?

Also, notice that it’s best to keep your husband's tracker at least 10 feet away to avoid any interference while setting up.

I look forward for your reply! 🙂