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Alta HR not syncing

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‎07-28-2019 15:04 - last edited on ‎08-01-2019 14:13 by Fitbit Moderator

‎07-28-2019 15:04 - last edited on ‎08-01-2019 14:13 by Fitbit Moderator

I downloaded a virus checker onto my phone and now my Alta HR won't track on the phone, tablet or website!!

Any ideas?

Thank you

 

Moderator edit: updated subject for clarity

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‎08-01-2019 14:13 - edited ‎08-01-2019 14:16

‎08-01-2019 14:13 - edited ‎08-01-2019 14:16

Hi @Swirmoldy, welcome to the Community Forums. I'm sorry for my delayed response.

 

Thanks for letting me know about your Alta HR, as well for your efforts while trying with other devices. Since your Alta HR isn't syncing, that will prevent the website from updating your information. To work on this, please confirm if you're seeing an error message when trying to sync? Also, what is the model of your phone and tablet?

 

In the meantime, please try the following steps:

  1. Remove the Alta HR from the Bluetooth settings in your phone and tablet.
  2. Turn off other Bluetooth connections that aren't in use. Leave it turned on just in your phone.
  3. On your phone's settings, tap on Apps > Fitbit > Storage > Clear Cache.
  4. Go back on screen and tap on force stop.
  5. Verify that the Fitbit app is updated to the latest version, and reboot your phone.
  6. Open the Fitbit app, tap on the Account icon.
  7. Tap on the Alta HR and try syncing one more time.

 

Let me know how it goes. Smiley Happy

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