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Recent HRAlta sync problems

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‎11-10-2017 03:50

‎11-10-2017 03:50

My HR Alta has previously synced with phone (Moto G5) just fine, but just in the last few days isn't syncing properly or at all. I've tried restarting the tracker, uninstalling and reinstalling the android app, turning off and on Bluetooth, un-pairing all devices and re-pairing with just tracker... Run out of ideas! Can anyone help??

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6 REPLIES 6

‎11-12-2017 03:35

‎11-12-2017 03:35

Seems to me that a recent app update has caused problems for Moto G5 users regardless of the tracker. My G5 used to sync with my Flex 2 but now syncing is erratic or not at all. The problems started for me a couple of weeks ago and there are other posts on here and elsewhere reporting similar issues.

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‎11-12-2017 11:19

In response to Cagouille

‎11-12-2017 11:19

Welcome to the Forums @Cagouille and @LondonWendy.

 

Thanks for bringing this up. Please do know that the Moto G5 is not currently a supported device and as such, we cannot guarantee that the app will work completely. It could've been working before but perhaps some update caused optimization issues that then resulted in the syncing situation you mentioned.

 

Do you have any other device that you could use to sync? Or perhaps a computer?

 

Feel free to let me know if there are any questions.

Lanuza | Community Moderator

Remember to vote for posts that helped you out! Tired of the same workout music? Try a Podcast! 🙂
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‎11-16-2017 06:40

In response to LanuzaFitbit

‎11-16-2017 06:40

I have a moto 5g plus and it does not sync hardly at all in the last couple of weeks. It does however sync to my ipad. I'm still not happy about it as I bought another flex thinking it just died on me.

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‎11-17-2017 09:15

In response to tnince64

‎11-17-2017 09:15

A very warm welcome to the Forums @tnince64! 

 

From what you mentioned, the issue is that the Moto G5 is not currently a supported device. Since the iPad is a supported device, it does sync to it.

 

About the Flex you purchased, perhaps you could look into returning it to the retailer? 

 

If you have any further questions, please let me know.

Lanuza | Community Moderator

Remember to vote for posts that helped you out! Tired of the same workout music? Try a Podcast! 🙂
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‎11-18-2017 13:54

In response to LanuzaFitbit

‎11-18-2017 13:54

Will the Moto 5g plus be added as a supported phone anytime soon?
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‎11-20-2017 09:20

In response to tnince64

‎11-20-2017 09:20

Hey @tnince64.

 

At the moment we do not have any news on whether it will be or won't be added to the list. When we do receive any updates on it we will be letting everyone know.

 

If you have any further questions, please let me know.

Lanuza | Community Moderator

Remember to vote for posts that helped you out! Tired of the same workout music? Try a Podcast! 🙂
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