My Alta Hr now it won't connect again

[Nicsearth]

So my Alta Hr stopped syncing about a week ago. I noticed on the android play store reviews other folk complaining of the same problem since the last update which added the option to add a family account for some reason that is completely irrelevant to me. 

I looked at the solutions others had found and tried them all - uninstall and reinstalled app,  turned Bluetooth off and on, restarted tracker and eventually unpaired tracker to try and reconnect it. Now it won't reconnect. I get a far as getting the 4 digit code on my tracker and put that into the app but then I get that frustrating search circle chasing its tail round and round for absolutely ages before it finally says it hasnt worked and do I want to try again. I've tried umpteen times now and am getting seriously fed up because what's the point in a tracker that doesn't pair far less sync my info. I looked at pairing it with my laptop instead as a last resort but saw I need a special dongle which I'm not willing to fork out for as I've already spent money on the tracker in the first place surely it should work without having to spend more! Please can someone help? 

Moderator edit: Format and Clarified subject

[LanuzaFitbit]

Welcome to the Forums @Nicsearth! 

Thanks for sharing all of the troubleshooting steps that you have tried so far. 

It is possible that the Bluetooth on your phone and your Fitbit pairing was corrupted in some way. I'd recommend that you try to follow these steps to restart the connection and then try to pair it up once again. It should help.

Keep me posted on how it goes or if you have any further questions.

[Nicsearth]

Hi LanuzaFitbit

I've tried that several times and it still won't work. Every time I get a far as the app telling me it's found me tracker and getting the 4 digit code to connect it but then it tries connecting for ages until eventually it says it didn't work and to turn off and on my Bluetooth and try again. It shouldn't be this difficult and it worked perfectly until the last update on the app. 

[LanuzaFitbit]

Hey @Nicsearth.

Thanks for letting me know that you have also tried that. I'd like for you to try these steps on this specific order, it might work:

1. Restart your Alta HR
2. Turn off the Bluetooth on your phone.
3. Restart your phone.
4. Turn the Bluetooth on and then run the setup once again.

If that doesn't do it, please let answer the following:

• What phone are you using? Have you tried a different one? If possible please do.
• Do you have a computer at hand that you could use?
• Have you synced any Bluetooth device to your phone recently?

Look forward to your reply.

[Nicsearth]

Hi LanuzaFitbit

I've been in touch with your customer care and have tried all the various turning things off and on again but nothing has worked. My phone is a Huawei Honor 9 lite which I've been advised isn't a supported model although it worked perfectly fine until your last app update. As I don't have another device I've been advised  that the glitch may resolve on the next update but in the meantime your customer care team are sending me out a dongle I can use with my laptop.

Thanks for trying anyway. 

[LanuzaFitbit]

Hello @Nicsearth! 

Thanks for sharing what the Support team told you. Hopefully the Dongle will help you get your Fitbit to sync without any troubles. 

If you have the time, maybe you could visit one of our Discussion boards. Lots of different topics to talk about and discuss in here.

Let me know if you have any other questions I can help you with.