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Alta HR wont sync to phone

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‎08-01-2018 08:41

‎08-01-2018 08:41

I got my Alta HR a couple of weeks ago and it has been working fine until yesterday when it would not sync with my phone. I have a samsung galaxy S8 which pairs with other bluetooth devices fine. I have tried restarting the fitbit, uninstalling and reinstalling the app, turning my bluetooth off and then on again. The last thing I tried was unpairing it and trying to repair it but I get an error that reads: "Can't pair with Alta HR. Incorrect PIN entered" but it does not give me an option to enter a pin and no pin shows up on the fitbit. What else can I try to fix it?

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2 REPLIES 2

‎08-01-2018 09:42

‎08-01-2018 09:42

Hi @Amandacivany

 

You don't pair the device to the phone. The device pairs to the email address. So, you don't need to worry about the PIN number, as it's not needed.

 

Try restarting the device and your mobile device. Sometimes it helps to uninstall and reinstall the app.

 

I have a Samsung 8 and it hasn't had a problem with syncing.

 

Let us know what happens.

Stepping in the U.S.A. since September 2013. Android 14

Best Answer

‎08-04-2018 09:01

In response to Odyssey13

‎08-04-2018 09:01

When you say that you unpaired the tracker @Amandacivany, did you do this through your phone"s Bluetooth settings? This is what unpairing the tracker means.

 

Or did you remove the tracker from your Fitbit app and the Fitbit account. 

You mention an error when trying to pair, but is this error from the phones bluetooth or the Fitbit app.

 

If the tracker was not removed from the app, then you simply want to open the Fitbit app and let it sync.

 

If the tracker was removed from your Fitbit account you will need to set it up as a new device.

First we still have to fix the sync issue.

 

I wish I could say I haven't had sync problems, but then I am running the beta test version for the next app release.. So problems are expected.

 

My go to fix is restarting the tracker and phone as @Odyssey13 points out, then I clear the Fitbit's cache. Swipe down on the notification bar - tap the settings gear - Apps - Fitbit - Storage - Clear Cache

 

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