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Syncing difficulties with Alta HR

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‎06-05-2020 12:19 - last edited on ‎06-05-2020 18:05 by Fitbit Moderator

‎06-05-2020 12:19 - last edited on ‎06-05-2020 18:05 by Fitbit Moderator

I don't have the original charger so do not have the button you mention on the cable,as the cable broke within the first month of buying.   

 

Moderator Edit: Clarified subject

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5 REPLIES 5

‎06-05-2020 12:32

‎06-05-2020 12:32

Also my phone is saying 'no device found' and the fitbit itself just shows the full battery icon.

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‎06-05-2020 18:07

In response to AnaJ.

‎06-05-2020 18:07

Hello @AnaJ., welcome to the Community Forums!

 

First, I appreciate your effort and patience for troubleshooting this situation prior to posting, I totally understand how frustrating this matter can be for you. To better assist you with this, can you please let me know which Android mobile device are you using? I recommend you to check how the syncing procedure works here and see if there's a missing requirement on your phone that's preventing the syncing procedure to be completed.

 

Then, you can move forward to the troubleshooting steps that are specified on: Why won't my Fitbit device sync? and let me know how it goes.

 

PS. I've moved your posts and created a new one to better assist you.

 

Let me know if you have any additional questions.

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‎06-06-2020 09:59

In response to RicardoFitbit

‎06-06-2020 09:59

I tried sending you this via email but it got rejected.

Hi Ricardo,

 

I have a Samsung A3 and have been able to sync with this phone since I bought the watch in May 2017. Which I don’t think is old.

 

All my settings are correct but still not finding device.

 

Kindest regards

Ana

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‎06-07-2020 19:38

In response to AnaJ.

‎06-07-2020 19:38

Your reply is appreciated @AnaJ..

 

Thanks for taking into consideration the troubleshooting steps that were shared on my previous post. The connection difficulties you're experiencing could be related to your mobile device, not because it's from 2017 but because it's not compatible with our products and services as stated on this help article. That said, just to verify if this is the root cause of your issue, can you please try with a compatible device instead and let me know if the issue persists?

 

I'll be waiting for your reply.  

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‎06-22-2020 08:55

In response to RicardoFitbit

‎06-22-2020 08:55

Now it is not only not syncing but the watch does hot hold its charge.  

Tried to email Ricardo at your office but mail rejected as his inbox is full.  

 

Can someone email me please as soon as possible as I would like a replacement watch and mine is too unpredictable.

 

Tried to email Ricardo at your office but mail rejected as his inbox is full.  

Regards

Ana Jouault 

anajouault@hotmail.com 

 

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