Android sync still not working

[SL5677]

I'm still not able to sync my Sense to app to save my data.  I installed the updated app and it still doesn't work.  Any suggestions?  Or should I just return the tracker?

[Rich_Laue]

Which phone @SL5677 

Have you tried the normal steps. 

• Cleared the Fitbit cache? 
• Turned the phones Bluetooth off/on
• Stopped the fitbit app through the phones settings. 
• Removed the tracker from the phones Bluetooth. Let the app request to connect back. You will not be able to pair the tracker. 
• Restarted the phone and tracker? 
• It may be better to shutdown the phone, and if possible, the tracker. 

[SL5677]

Thanks Rich.  I have Andriod phone.

I dont know how to clear the Fitbit cache.

I did try unpairing and then phone couldnt find the Sense.  Turned bluetooth on/off.  Tried to sync through USB on laptop.  I didnt want to restart tracker and loose week of data.  Not sure what I did but eventually I was able to sync.

[Rich_Laue]

Hi @SL5677 unpairing the tracker is when the user removes the tracker from the phones Bluetooth, and just like when the tracker was setup, the user will not be able to pair the tracker. 

The fitbit app is responsible for pairing the tracker. 

When you say that you tried to sync through the USB, do you have a WiFi dongle plugged into the USB? 

It is safe to restart the tracker, you are simple restarting the tracker, and not clearing any data. To restart, hold the button in, I think for 8 or 12 seconds.. 

[PacaScrat]

Hi Rich, I have an Alta HR and an Android with version 11. I've confirmed I have the updated Fitbit app and I followed all the steps above. My Fitbit will not sync. I've not been able to sync since 6.18. The only other option I see is to remove my device entirely and start over but I would lose data. Any suggestions?

[Rich_Laue]

You could try setting the Alta HR up as a replacement device, without removing the Alta HR. Doing this should not loose any data. 

Let's confirm. 

• Swipe the Fitbit app out of memory. 
• Remove the Alta HR from the phones Bluetooth. From what you say, the Alta HE should not be listed here 
• You opened the phone settings. Tapped Apps. 
• Next type Battery or Power Management. 
• Allow background Activity. 
• Disable power optimization. 
• While there let's stop the app. 
• Shutdown the phone
• Restart phone. 
• Open the fitbit app. 
• Let the app try and sync. 
• It should also request to pair the tracker. 

[PacaScrat]

Thank you for the quick reply! I got a little farther this time. After following the steps above, the Fitbit app did try to sync with  the alta hr however each time I tried it would say there was an error and to try again. I also tried setting up my alta hr as a replacement device, but I got errors when I tried to pair it on the app. Is there anything else I can do? Thanks

[PacaScrat]

Hi Rich,

I got a new phone. It has Android 10 and the most recent Fitbit app. The app still won't sync with my Alta HR and attempts to set up a replacement device still errors out because the app can't find the device. It's the same problem as before, looking for a device to pair but never finds it. Yes my Bluetooth is on. What can I do?

[Rich_Laue]

@PacaScrat is your old phone still nearby? Turn it off if it is. 

Why are you trying to set it up. Your Alta H should already be setup. 

• Simply open the fitbit app on the new phone. 
• Log in 
• Accept permisions
• Setup notifications. 
• The app will try to sync. 

If not, we have a sync issue. 

If you removed the app from your fitbit account, we have a setup issue and not a sync issue. In this case, if the old phone is around, use that phone to add the Alta HR. 

[PacaScrat]

Hi Rich, 

My question is a continuation of previous posts above about my issues with sync. Old phone is dead. New phone has my app login and info. I've made sure to accept permissions and notifications for the app. App has tried to sync the device multiple times. Nothing.