Alta HR not synching

[GoldieS]

My Alta HR stopped synching at 12.30pm yesterday. It's set to all day synching but us not visable on Blue tooth. I have reset the fitbit 4 times using the charger button. I have uninstalled and re installed the app but still not working. This us very frustrating! The steps and data are still visible on the tracker itself but not transferred to the app. Any suggestions? The tracker will be 2 years old at Christmas. 

[RicardoFitbit]

Hello @GoldieS, it's nice to see you again participating here in the Community Forums, welcome back!

First, I appreciate your effort and patience for troubleshooting this situation prior to posting, totally understand how frustrating this situation can be for you. If you haven't already done so, I recommend you to check how the syncing procedure works here and see if there's a missing requirement on your Android mobile device that's preventing the syncing procedure to be completed. Also, you can move forward to the troubleshooting steps that are specified on: Why won't my Fitbit device sync? and let me know how it goes. 

Please make sure that your mobile device is compatible because due to a compatibility concern you can experience connection difficulties.

Keep me posted, I'll be around if you need anything else.

[GoldieS]

Hi Ricardo, thank you for your reply. I have tried all of the trouble shooting option. Resetkng the fitbit by pressing the charge button 3 times (tried this one at least 10 times!) Ive uninstalled and re installed the app from Google play. I have cleared my blue tooth cache, I have 'forgotten' my bluetooth connection to the fitbit. But when I try to pair the device it always says unable to pair. The app keeps telling me I need to set up a connection but I can't!! The Fitbit has been working for over 18mths. The only common denominator is the dashboard change which happened recently- not sure why this shod cause a problem but I'm clutching at straws here? Also my fitbit is only now holding a full charge for 36hours - it used to last a week?  The war h is still recording data just not communicating with the app. Very frustrated. 

[GoldieS]

Hello Anyone, 

After working perfectly for 19mths. My tracker will not link to the app. I have tried resetting it, uninstalling/reinstalling the app etc. Clearing my bluetooth cache but nothing is working. The tracker last synched at 12.30pm on Saturday 24th August but nothing since. Very frustrated. The tracker is still working and collecting data but will not talk to the app. I have not changed my phone. My phone is updated to the latest software no updates are due. Any ideas why this should just working? Also the tracker is only holding charge for 2 days before dying unexpectedly.  Please help - I may throw this in the bin and go back to a watch and separate pedometer if I can't sort this soon.

[GoldieS]

Hello, 
My Alta HR is not synching because it is not visable anymore.  It suddenly stopped working at 12.30pm on Saturday 24th August and has not connected since.I have tried everything, updated settings, reset the watch on numerous occasions, deleting the app and reinstating it. Nothing works. The watch is still working  and collecting data but is not linking to the app. The message I keep getting is "the watch and app need to be linked to work" but then the App says "no device found " When I go into bluetooth it is visable - what's going on?
Sara

Sent from Yahoo Mail on Android

[RicardoFitbit]

Thanks for your replies @GoldieS, it's a pleasure to continue assisting you. Sorry for the delay in responding.

I'd like to appreciate your effort and patience troubleshooting your Alta HR, I totally understand how frustrating this situation can be. To move forward with this inconvenience, can you please let me know which Android mobile device you're currently using? Also, in the meantime I receive your answer, please try the syncing process with a different compatible device or with your computer and let me know if you're able to sync your Alta HR.

Keep me posted. 

[GoldieS]

Hello Ricardo,
Thank you for your reply.  I resorted to calling customer services. They talked me through checks over the phone which all failed and they finally offered me a replacement under warranty. I have received the replacement, set it up and it is now working as it did before.  Not sure which glitch caused the problem but I know have a working fitbit again so I'm happy with the outcome. 
Many thanks 
Sara

Sent from Yahoo Mail on Android