Multiple trackers issue - Alta overriding Flex 2 when syncing

[daffney133]

my alta is overriding my flex2 when syncing. It just started today. Info on my flex2(steps,miles,active minutes, etc) are not being recorded in the dashboard on the android app.  This happend last year due to app upgrade. Is this the same problem again. I updated the app, restarted my flex2, cleared cache, forced stop, and turned bluetooth off then on. Nothing. What to do.

Moderator Edit: Format - Updated Title For Clarity

[RobertoME · Accepted solution]

Hi there @daffney133, good to see you around and thank you for sharing this issue with me and the steps you have taken on your own to address this issue. At the moment there are no reports this is a recurring issue. Does it happen every time you sync your Flex 2? 

My recommendation is to sync your trackers individually. Once you have used your Alta, sync the information to your Dashboard and move to your other tracker. When you have finished your activity while you are with your Flex 2 proceed to sync, either if you have finished or if you are planning to use your other tracker gain.

As you know, when you are using multiple tracker in one account, your Dashboard is running algorithms that reconcile the overlapping data according to certain criteria. For example if one of your devices has GPS data and the other one does not, it'll choose the GPS data when calculating your total distance since GPS is a better indicator of distance than step-counting alone, this just to give you an example.

So for best results and the most accurate dashboard, switch your devices and remember to sync each one before removing it.

See you later and hope this recommendation helps.

[daffney133]

I posted this problem earlier in the week. I got a reply a fix. It worked for the day and then quit working.  When i sync my alta, steps, active minutes, etc record in the app dashboard.  When i sync my flex2 but not my alta, steps, active minutes record.  Once i sync the alta, could be the next day, my active minutes.and steps from my flex2 the previous days disappear.  It all worked fine until the start of the many updates in January.  Please fitbit look further into this instead of telling me "we havent heard of a problem".

[tallullah]

what do you mean by "switch your devices"?  I have alta HR and Ionic, both were syncing  nicely to my cell phone (android ap) now suddenly neither will sync to the cell, my desktop , or anywhere!!  I unpaired the Ionic from my desktop and that was fine, but it removed itself from my cell phone too!!  this is totally unacceptable!  I use the Alta HR when I'm out and about in regular clothes or dress up, and the Ionic when I'm working out!

HELP guys....................

I am on the verge of dumping these two items in favor of the whoopy I saw talked about on the olympic summary this morning on the news!

[JeanUH]

I too have an Alta which I wear most of the time and a Flex2 which I wear while swimming early in the morning twice a week. When I get home from swimming and synch, I often lose the 1,500 - 2,000 steps I took walking to and from the pool. 

I get up in the morning and remove the Alta and put on the Flex2. I leave the house and come back a couple of hours later and synch. 

[RobertoME]

Hi there @daffney133, I found your post lying around and since you mentioned about experiencing the same issue I took the liberty to merged the new post with our previous interaction.

Also thank you for joining us @tallullah and welcome aboard to the Fitbit Community @JeanUH.

Note that if you are experiencing issues at the moment to use multiple trackers, meaning that a whole count or a portion of the steps counted in on of your tracker is being override, rest assure I have pass forward all your information to investigate this issue more in depth.

Meanwhile, I recommend always manually sync the tracker you were just wearing before switching to your other tracker.

@tallullah I believe you might not be experiencing this issue, since you mentioned that your trackers are not syncing. Just confirm to me if some of the data is being override by any of your trackers. If it does, make sure to follow the recommendation from above. This is what I meant in my previous post.

About removing your Ionic from your account in your computer, note that this will replicate the status in all the devices you use to sync. The tracker is no paired locally to your phone or computer but to your account in general.

If your issue is specifically for syncing, I suggest to try these steps: Having trouble syncing? (here's how to fix this).

As soon I got more updates I will make sure to let you know.

[daffney133]

If I use my flex2 only, not using the alta, and sync both devices to app everything except active minutes record.  But I use alta for half the day then sync it only, everything works.  When I use the flex2, sync it only then go back to alta, all my info from flex2 are deleted.  I use flex2 for 1 day then use alta the next day, everything from the day before recorded by flex2 only are deleted.  Again everything was working great until the updates in Jan. 

[Carriefn]

Roberto, I was reading your messages to a couple other Fit Bit users about their experiences with two different devices not syncing correctly. My problem is similar. I use an HR and a Charge 2 but not at the same time. When I sync them at the end of the day, I loose anywhere from 200 to 1200 steps. I add the total steps before I sync so I know what to expect. They do not sync at the same time. One syncs, then the other. 

Carrief 

[Colinm39]

I wear an Ionic and One at the same time and then carefully sync.. I use some logic and that depends on which device has the lower or higher step count.. This method allows me to pickup all of my missing trolley steps and works for me.....

I have posted in this topic

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[daffney133]

I am still having the same issues with the new update.  I can't return my alta to best buy because i had it for 2 months.  No returns past 2 weeks.  So I'm still waiting for a fix.  Used my mac to sync and the alta is overriding my flex2 there so its probably not the app.  I really need help.

[daffney133]

How do I remove alta from app but not my account.  My alta is still over riding my flex2 sooooo to fix the problem I was going to remove from app and sync it to my dashboard on my computer while leaving the flex2 on the app.

[USAF-Larry]

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@daffney133 wrote:

How do I remove alta from app but not my account.  My alta is still over riding my flex2 sooooo to fix the problem I was going to remove from app and sync it to my dashboard on my computer while leaving the flex2 on the app.

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@daffney133, the short answer is: You can't.  The tracker is not in/on your app, it is in your account and your app recognizes it from there. That is why you are able to see it from any device that you use to log into your Fitbit account.

[daffney133]

Am I the only one having issues with losing data from my flex2 when my alta is synced?  This problem is getting old.  New update same problem.  It"s been going on since the update in Jan.  I still have no answers or solutions.

[USAF-Larry]

@daffney133, when you change from the Flex 2 to the Alta, do you sync the Flex 2 before changing, and then sync the Alta as soon as the Flex 2 has finished syncing?  When changing back from the Alta to the Flex 2, do you sync the Alta fist, and then sync the Flex 2 as soon as the Alta has finished syncing?

[daffney133]

I do.  I would use my flex2 all day and only sync it things are good.  As soon as my alta gets even 1 step from being moved(my cat grabbed it once and ran 4 steps before he dropped it) and I sync it, all my data from the flex2 disappear and the app and dashboard on my computer read however many steps the alta had. I usually have to remember my numbers before my alta syncs and manually input at the end of the night.

[Colinm39]

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@daffney133 wrote:

Am I the only one having issues with losing data from my flex2 when my alta is synced?  This problem is getting old.  New update same problem.  It"s been going on since the update in Jan.  I still have no answers or solutions.

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@daffney133On my multi account I have my Primary Fitbit - Ionic set to "Always Connected" and the secondary ones, they have that option Off....

When I have done a heavy days effort I will compare the trackers, in particularly my One which is a 16/7 tracker and I have these two concurrently.

If the One has significant more steps than the Ionic, I will turn the Ionic off, wait a few minutes and then sync the One.. When that's complete I will then turn the Ionic on and sync that.. That works for me and I gain the lost steps from the One..  If they are close, I let Fitbit sort that out...and I don't seem to have an issue.

Otherwise I would do as @USAF-Larry suggests because that is what Fitbit suggest we should do but I'm different wearing them concurrently.. Even when I use the the third Fitbit, the Surge.

[Sasha87111]

I got my Alta HR. I charged it but on the app to my LG and it synced. But then the next morning it was actually showing me data from an old. Flex!!

So I removed everything and put the app back on and redid everything again. Now it shows Alta on my Bluetooth as paired but it won't connect.

It finds my tracker but then won't find the phone to connect.

I've restarted Bluetooth multiple times and even unpaired the one for my car. Still nothing. I don't know what to do now