Samsung Galaxy S4 and Alta HR will not pair

[lclewis]

 Hi all,

I received an Alt HR as a birthday gift 2 weeks ago and have had nothing but problems attempting to pair with my phone. My partner had checked the Fitbit would be compatible before purchasing. We went through all the guides online, then spoke with customer services who basically took us through the guides again. After exhausting all options I had to return the Alta HR as it was deemed to be faulty. The replacement arrived yesterday but nothing has changed. We still cannot get it to pair.

Below are the version numbers of hardware and apps we have tried.

Samsung Galaxy S4 running Android 5.0.1

Alta HR version V.26.40.03

Fitbit App versions tested 2.47, 2.58, 2.63 and the latest version 2.72.1

I have attempted the following community suggested solution.

https://community.fitbit.com/t5/Android-App/Sync-Problem-Solution-Samsung-Galaxy-S4/td-p/888374

Bluetooth and BLE Scanner both find a device named "Atom". The below thread suggest Atom is the Alta HR. Bluetooth can pair with Atom but the Fitbit app does not locate the Fitbit.

https://community.fitbit.com/t5/Alta-HR/Alta-HR-is-named-Atom-in-Bluetooth-list/td-p/1882208

Despite the Galaxy S4 being listing as a compatible device it would seem it is not. My only other thought is that the Fitbit's firmware needs an update but I can't update that until it is paired with something!

I have also tried pairing with Fitbit connect on a Windows 7 Laptop via blueooth. Connect only asks for a wireless dongle and will not search via bluetooth for some reason.

Does anyone have any further suggestions?

Update:

I attempted a solution found on these forums which suggested using BLE Scanner. Bluetooth and BLE Scanner both find a device named "Atom". I also found a thread suggesting Atom was in fact the Alta HR. I had tried pairing with Fitbit connect on a Windows 7 Laptop via blueooth. Connect only asks for a wireless dongle and will not search via bluetooth. Nothing seemed to work.

The only other thing to try was the firmware of the Fitbit. Obviously to update the firmware you need to be connected to another device! I borrowed a family members laptop running Windows 10 and voila! The Fitbit paired with the laptop, updated and I was able to pair it with the Galaxy S4.

So I couldn't connect until I had updated and I could update until I had connected.

A very frustrating catch 22 situation, so if like me, you have an older mobile device which will not set up for the first time, borrow a newer device to update the firmware first.

Moderator Edit: Format

[RobertoME]

Hi there @lclewis, welcome aboard to the Fitbit Community and my apologies for the late response. I was reading you had troubles to pair your Alta HR with your mobile phone, despite trying different solutions on your own or even with the guide of our customer support team.

Certainly this was an odd behavior, since even the tracker was replaced and the phone as you mentioned, is listed as compatible.

With your computer, note that Fitbit Connect with Windows 7; will require to use the wireless sync dongle. Only Mac computers can use native bluetooth to sync with Fitbit Connect.

Windows 10 Fitbit app, has the ability to use the bluetooth. So this will explain why you were not able to use your computer as a workaround.

At the end I really appreciate you have let us know your workaround in order to overcome this issue.

Hope all is working great and if you have other questions, please let me know.