Help - 'unfortunately blutooth share has stopped'

[SunsetRunner]

I've got a new Alta and am having terrible trouble in the setup stage with my samsung android 4.3.  I had one of the original flex before and was able to set it up with no issues. I have since removed this device so I could add the Alta.   I get as far as the 'power up' stage and then get an error message of 'unfortunately bluetooth share has stopped'. Fitbit is charged but has a black screen, i've tried the reset button, uninstalling then reinstalling the fitbit app. locations service is on, deleted bluetooth caches, turning mobile on and off. followed the troubelshooting but still not getting anywhere.  I've tried over a couple of days now getting frustrated. Any help appreciated. Thanks   

[LanuzaFitbit]

Hello there @SunsetRunner! Thanks for stepping into the Community.

I'd like to dig a bit more on this situation to get a better understanding. I'd like to ask you some questions:

• Is your Fitbit Alta responding to taps at all?
• Are you using, or do you have any Bluetooth devices nearby?
• What specific Samsung do you have?
• What happens when you connect your Alta to its charging cable?

Look forward to your reply so that I can find the best way to move forward.

[SunsetRunner]

Hi, thanks for getting back to me. In response to your questions:

• When I tap the fitbit it comes up with fitbit.com/setup
• no other blutooth devices
• samsung galaxy s4 
• it show the charging symbol, then goes to fitbit.com/setup, then to black screen 

I tried again this afternoon and had the same error message and keeps on 'searching' 

---

@LanuzaFitbit wrote:

Hello there @SunsetRunner! Thanks for stepping into the Community.

I'd like to dig a bit more on this situation to get a better understanding. I'd like to ask you some questions:

• Is your Fitbit Alta responding to taps at all?
• Are you using, or do you have any Bluetooth devices nearby?
• What specific Samsung do you have?
• What happens when you connect your Alta to its charging cable?

Look forward to your reply so that I can find the best way to move forward.

---

[rebel5]

I have the same problem with the same phone. I was able to set mine up and it worked for about 6 months but now i keep getting that same error message and my fitbit wont sync. It now has the wrong time and i have no way to change it.

[LanuzaFitbit]

Hey @SunsetRunner! Welcome to the Community @rebel5!

@SunsetRunner, @rebel5, Let's try to go into the S4's Bluetooth settings. From the paired devices list, be sure to remove any and all Fitbit that could be showing up. After deleting them, restart your phone and try to run the setup once again.

Please let me know how it goes!

[SunsetRunner]

I've tried that, there is nothing listed. is there meant to be anything else showing on the fitbit screen, when its turned on does it just show fitbit.com/setup until i can sync with mobile?  starting to think theres an issue with the phone.

Sent from Samsung Mobile

[happytoon]

Same for me with a Galaxy Tab 4 (Android 5.0.2)

The Alta is brand new from today. It is listed as Paired in the Bluetooth setting, but the latest Fitbit android app doesn't pick it up and keep searching for the Alta... 

Please help asap as this is for my dad who is going back home on Monday...

[USAF-Larry]

@SunsetRunner, it is normal to just show the fitbit.com/setup on the screen until the setup process has been completed.  If you verified that the phone Bluetooth settings does not list any Fitbit devices, proceed with doing the setup process. Ensure that WiFi is turned off on the phone. If you downloaded a new version of the Fitbit app to your phone, ensure you have restarted your phone after the download/install was completed.  Open the app, open the Account page, select Set up a Device, and follow the on-line instructions to add the tracker to your app. After the setup procedure is completed the tracker will be able to display the statistics instead of the fitbit.com/setup screen.

@happytoon, you also need to open the phone's Bluetooth settings, select any Fitbit devices and tell it to Forget them. Ensure the WiFi is turned off on the phone, and then complete the setup as I described above.

[LanuzaFitbit]

Hey @SunsetRunner, @happytoon! 

Thank you very much for chiming in @USAF-Larry! Took the words right out of my fingertips. I'd like to add to what you said by saying that it is important to not have any Bluetooth devices nearby whenever doing the process described above.

Please let us know how it goes.

[SunsetRunner]

hi, thanks for your help. i've tried everything suggested but still get the same messsge. not sure what to do other than looking at new mobile. 


Sent from Samsung Mobile

[LanuzaFitbit]

Hey @SunsetRunner, thanks for the update.

I'd like to do some tests on your Alta to determine what is going on. Do you have another mobile device, tablet or computer that you could use to try and sync your Alta with? This way we could see if the issue is coming from the mobile device or the tracker itself.

Let me know if you do, and which device you have, and I'll gladly provide you with the steps to run the setup.

[SunsetRunner]

Hi

I tried on my Mac and it works fine using the doggle. Still not with my mobile. At least I can start using the fitbit know until I work out what I’m going to do with mobile. Thanks for your help.

[LanuzaFitbit]

Hello @SunsetRunner! Thanks for that update.

Thanks for letting me know that the computer is syncing with your Alta. I'd like for you to check if the Alta shows up on your mobile's Bluetooth devices ever since we deleted it. It's specially odd since the dongle is recognizing it without any issues and that's why I'd like to check on that.

Please let me know so that I can better understand.