Daily Bluetooth restart required to sync with S9

[PolsteadBlack]

I recently changed my Samsung S5 Neo (unsupported but worked perfectly with my Alta HR) to the Samsung S9 (supported) only to find that I have enduring bluetooth issues.

When I transferred to the phone the settings were all transferred over and I thought this may have been the problem as I was needing to switch off bluetooth, remove alta from pairing, restart S9, open app and re do the pairing before it would work. I tried removing app and re-starting S9, re-installing fitbit app, logging in and setting up from the start. I have tried removing my satnav bluetooth pairing from the phone and repeating above operation and I now have it so that I just need to re- start the bluetooth every day (sometimes every sync) to get it to connect and sync with the S9. 

This is, after a month though, getting very tedious. I have to keep doing this every time and I'm getting a tad cheesed off with it when it used to work brilliantly on an unsupported (but tiny memory) phone.

Any ideas anyone please?

Moderator edit: Clarified subject

[LanuzaFitbit]

Welcome to the Forums @PolsteadBlack.

Thanks for sharing all of the steps that you have tried to get it to work before posting in here. Let me help you out.

Do you still have access to the S5 Neo? It could be that your Alta HR is still bonded to that phone and that's why this happens. If you do have access to the phone could you try going into its Bluetooth settings and then removing the Alra HR from that list? That should definitely help in getting everything to work.

Let me know if you have any further questions.

[PolsteadBlack]

Thank you. I forgot to say that I thought about that a few days after I got
my new phone. I went back to the S5 and unpaired the Alta. I also then
opened the app and removed the phone from the account. I then uninstalled
the app from the phone. I then turned it off.

Next I went to the new phone and did the same to that. I restarted the S9
and installed the app again and then paired the alta through the app. This
is when I noticed that now i just need to turn the bluetooth off and on
again to sync whereas before I had to unpair, turn bluetooth off, restart
phone, turn bluetooth back on and then re do the pairing to get it to sync
so that helped a little.

I have gone back to the S5 now to check and I cannot get the S5 to forget
the pairing code. It will still pair with the alta. I have just reset all
the network connections back to default but even that hasnt worked. It will
still pair. Nightmare! When you would want this to happen it won't and when
you don't it will!

What now?

Wendy

[LanuzaFitbit]

Hello @PolsteadBlack.

Thanks for sharing all of that and trying to do that on your own.

Does the S5 regularly stay on? Or is it being used? If so, please try to keep it off for a day and see if the S9 syncs without any issues for that day.

Alternatively, let's try to turn the Always Connected feature on. You can find it by going into the app's settings by tapping on the top left corner. There, click on the picture of the Alta. There, scroll down to the Always Connected feature and try to turn it on. Then sync your Fitbit and that should improve the connection.

Let me know if you have any further questions.

[PolsteadBlack]

Hi, the S5 is rarely on. I only turned it on to try and sort this out. It
has been out of battery power for weeks so that hasn't worked.

I put always connected on about a fortnight ago when I was trying to get
this to work. That didn't work either, sorry.

Don't know what to try next, any more suggestions?

Wendy

[LanuzaFitbit]

Hello @PolsteadBlack.

Thanks for getting back to me and answering those questions.

Our team will be getting in touch with you via email so please keep an eye on your emails inbox. They will be more than happy to help you out.

Let me know if you have any further questions.