Fitbit stopped and phone not working after updating s instructed

[Patsyjane]

Updated alta fit bit as instructed this morning and both fit bit and phone have crashed

[LanuzaFitbit]

Thanks for joining the Forums @Patsyjane.

That sounds very frustrating. I'd like to ask you to please elaborate a bit on what happened. How exactly did the Alta HR or your phone crash? Were you given any error message? If so, what does it say? 

In the meantime, please try to restart both of them. To restart the Alta HR you have to follow these steps:

1. Plug your Alta HR into its charging cable.
2. Press the button on your charging cable 3 times within a few seconds, briefly pausing between presses. The button is on the end of the charging cable that is plugged into your computer. When you see the Fitbit logo and the tracker vibrates, this means the tracker has restarted.
3. Unplug your tracker from the charging cable.

Please let me know if you have any further questions.

[Patsyjane · Accepted solution]

 Hi I was updating my Fitbit as instructed on my app and both phone and Fitbit crashed.

After looking at your website I pressed the button on the end of the charging cable and the alta restarted but my phone has stayed crashed.

I have had it looked at by a phone shop engineer and he said it is stuck in a loop of crashing.

He said it could be connected to the fit bit app crashing as it happened at the same time.

The phone needs to be sent away so I have no phone and no fit bit!

[Patsyjane]

I've sent a reply?

[LanuzaFitbit]

Hey @Patsyjane.

You did post a reply. That's absolutely terrible! Perhaps it was some sort of bug or glitch on the code or something. This shouldn't happen again once you receive the phone back, but if you do have any questions at that point please let me know.

Feel free to reach out if you need anything.