Help needed in tracking ALTA in Android app

[Newtoalta-help]

Hi all, I recently bought ALTA on August 29 and with difficulties synced the tracker with my Huawei HONOR 5X mobile. Then after 3 days, the phone wouldn't sync my data from tracker. On uninstalling and reinstalling, it is not tracking the device now. Fitbit app says we have found tracker, but it is not adding it to the app. Can someone help me???
Also I wear my alta on left hand and am a right handed person. It is counting my hand movements as steps taken, while waving or shaking my hand vigorously and while driving car.


Help help.help. Thanks.

[RobertoME · Accepted solution]

Hi @Newtoalta-help, I've seen you are quite new so let me give you a warm welcome. I personally don't like to recommend to reinstall the app, as sometimes might happen this type of issues. So let's try to add your tracker again in case the issue still persist.

By looking your mobile devices model I can tell is not listed on our page of supported devices. This does not mean that your tracker is not compatible with your mobile device, but we cannot guarantee it will work flawlessly. So my first recommendation is to pair your tracker again as a new device on your existing account. If you need the steps take a look at the second part of this post. Just make sure your Bluetooth is On to start adding your tracker again.

If is not working try to perform a restart on your tracker. For more information use this post in case you need the steps. After this try to add your tracker again. (If the issue persist and if is possible try the steps from my other post to do this through a computer, you just need to download the Fitbit Connect software and connect your dongle.)

For the accuracy try to play with the setting  of Dominant / Non-Dominant hand. 

• The dominant wrist setting decreases the sensitivity of step counting and should reduce any over counting of steps when your body is not moving.
• The non-dominant wrist setting increases the sensitivity of step counting and should reduce any under counting of steps. Non-dominant is the default. 

Let me know how it goes at this point so I can help you further.

[Newtoalta-help]

Hi robertofitbit,

Thanks a ton. It helped me in restarting my tracker,but it still won't
pair. All that I can get is a four digit code and then the pairing doesn't
happen.

What could I do now??? My tracker was tracked by my mobile for three days.
Am surprised how all of a sudden my mobile wouldn't be compatible.

Thanks.
Bhuvaneshwari

[Newtoalta-help]

Finally it happened. Went to the store I.bought my alta from. And surprisingly it got paired on a 3G data network connection. So.far so good. Thanks for the timely help.

[Newtoalta-help]

Hi my ALTA stopped syncing after my phone software got updated. Also I unpaired my tracker and unable to pair it again. Also I have spoken to a customer care executive this morning in the same. Even when my mobile is not.listed under compatible device, my Android version is 6.0.1 . Why don't team Fitbit, try making honor 5x compatible? 

[RobertoME]

Hi there @Newtoalta-help, its been a few weeks since you posted about the syncing issue on your Alta. I'm sorry for not posting anything lately as I was not around. But back to your concern, I wonder how it goes so far.

Were you able to pair your tracker back to your account? Is still presenting syncing issues? If your Alta is not syncing, I recommend the following post for additional help.

Nowadays there are different mobile devices and some of them are not listed yet as compatible. However our teams are constantly testing this devices to make sure we have a wide selection of compatible devices. Nonetheless when a mobile phone is not listed, not necessarily means it wont work, is just we cannot guarantee it will work flawlessly or it wont present issues like the one you mentioned here. I have a mobile device too which is not compatible and despite it works and support all the features fine, sometimes it gets stubborn and present a delay at the moment to sync.

Keep me posted how it goes if you need more help.