Alta won't sync with phone (galaxy s3)

[Christina119]

I'll try to keep this short:
     I had a Charger HR that I used with my phone. I had no problem with the HR. I returned and exchanged for a Alta, because I didn't like the width of the HR band.
     I had to do a chat with support (chat was for about 40 min) to get the Alta to even appear on phone or computer. After trying unsuccessfully MANY times to add the Alta through my phone, the tech had me add through the computer, which we were able to do with no problems. The tech I was chatting with told me that My phone will now sync. GREAT! We disconnected before I tried to synce with my phone.
     It does show the Alta when I open the app on my phone, but it will not sync. 
     I have done the things in the troubleshooting section, and I've done things that others have suggested here.  Does anyone have any other suggestions?!

[MarreFitbit]

Welcome to the Fitbit Community @Christina119, hope you're doing great today! I'm very sorry to hear about the inconveniences you had when setting up your Alta.

What's the model of your phone? Have you checked if it's included in the supported device list? 

I'll be around awaiting for ya!

[Christina119]

I am trying to use a Samsung Galaxy S3 which is on the list of supported devices. (I checked this before making my purchase).
I had no problem using the Charge HR with my phone, I just didn't care for the width of the band, so I exchanged it for the Alta.

[MarreFitbit]

Thanks for getting back @Christina119! Syncing issues are often caused by a missing requirement. For this reason we recommend verifying each requirement before moving on to the troubleshooting steps.

Check out these requirements:

• Your Android device doesn't have a syncing issue mentioned in the known issues list at  Which Android devices have known issues with the Fitbit app?
• Your device software is updated to the latest version. To check, tap Settings > About Phone or About Device > Android Version.
• Bluetooth is enabled on your device. To check, tap Settings > Connections > Bluetooth.
• Your device is only managing one Bluetooth connection at a time. For more information, see The Fitbit app for Android is interfering with my other Bluetooth devices.
• If you have notifications enabled, you're not trying to sync with more than one device or a computer. For more information, see Why is my tracker only syncing with one mobile device?
• The Always Connected option in your tracker settings is on. This improves the Bluetooth connection between your phone and tracker. Note that turning on this feature may cause the battery on your tracker to drain more quickly than normal.
• Power Savings Mode is off. This mode may disable Bluetooth to save power.

If all the requirements are met and your tracker still isn't syncing, make sure your charged tracker is nearby and try to sync after each step:

1. Close the Fitbit app and open it again. A sync should occur whenever the app is opened.
2. Turn off Bluetooth, turn it back on, and then open the Fitbit app.
3. Reboot your mobile device and then open the Fitbit app again.
4. Restart your tracker. For more information, see How do I restart my tracker?  steps shared by @Mcore
5. Uninstall and reinstall the Fitbit app.
6. Consider using the All-Day Sync setting. This prompts your tracker to periodically sync with the Fitbit app but may cause increased battery drain on your mobile device or tracker.
7. Try syncing with a computer instead but if you have notifications enabled first read Why is my tracker only syncing with one mobile device?

Hoping to hear good news!

[Christina119]

For android devices with known issues: It doesn't specifically mention Galaxy S3 in the article, but it does mention under "Various" that if running 4.2.2 or earlier (I am running 4.1.2) that it may require the tracker to be factory reset?
My device says it is updated, I clicked "Check For Updates" and nothing came up.
I made sure that all of the other requirements were met, and they are-other than the known issues.

[MarreFitbit]

Thanks for checking on this @Christina119! My best recommendation would be to get in touch with Customer Support directly so they can do a deeper investigation and see where the issue is coming from.

Don't forget to mention all the steps you've done so far to avoid getting the same ones. 

Have a nice day!

[weisser4]

I have done all of the aforementioned steps. I will contact the support team.

[MarreFitbit]

Go ahead my friend @weisser4, don't lose the hope. You'll be in good hands ! 

[Di7avares]

Hi Maria,

My charge 2 wasn't syncing since Wednesday so I restarted it and now I'm trying to connect it to my pc. I switched my phone's Bluetooth to make sure it connected to my pc's bluetooth. I tried several times without success so I removed the device from the list of pared devices. I am trying to connect it again but unable to do it. The sync window is ongoing without failing or succeeding for more than 5 min.

The device is unable to sync to both my pc and my phone, having restarted all devices.

What should I do now?

[Dragonfruit]

---

@Christina119 wrote:

For android devices with known issues: It doesn't specifically mention Galaxy S3 in the article, but it does mention under "Various" that if running 4.2.2 or earlier (I am running 4.1.2) that it may require the tracker to be factory reset?
My device says it is updated, I clicked "Check For Updates" and nothing came up.
I made sure that all of the other requirements were met, and they are-other than the known issues.

---

Hi @Christina119

You need to update your Samsung S3 to Android 4.4.4; provided your S3 is model i9300 you should have no problem updating.

The issue you might have though is that if your telco has not released this new software you might have to update it using the manual process yourself.

[MarreFitbit]

Thanks for stopping by @Di7avares, welcome here!  Have you tried what my friend @Dragonfruit suggested?

I was wondering if you've followed what I advised here? You're also mentioning that you switched from your phone to your computer, since your Charge 2 receives notifications, your tracker has a Bluetooth "bond" with the mobile device that sends the notifications. This bond prevents the tracker from syncing with another mobile device or a computer.

To quickly and temporarily disable the bond, turn off Bluetooth on your mobile device. You can turn it back on later to resume syncing.

If you no longer use notifications, remove the bond:

1. Go to Settings > Bluetooth on your mobile device to to see a list of associated Bluetooth devices. This list might contain only your Fitbit tracker or also include devices like wireless speakers, headsets, etc.
2. Tap your tracker and choose "Forget This Device" or "Disconnect" (exact language will differ depending on your operating system).

Looking forward to your response!