Syncing difficulties with Alta HR

[y40da3a]

Before I get the stand message.

I reviewed the sync procedure here .  There is no missing requirement. 

Yes.  Bluetooth is on

Yes. My phone s9 is supported

Yes.  I tried uninstalling the app

Yes. I tried charging the watch

Yes. I tried going to devices and clicking sync.

No. airplane mode is not on.

Did i review https://help.fitbit.com/articles/en_US/Help_article/1866?q=sync&l=en_US&fs=Search&pn=1? Yes. i did

Did I review https://help.fitbit.com/articles/en_US/Help_article/1877?q=sync&l=en_US&fs=Search&pn=1,

Yes.

Is there anything else to do?

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @y40da3a, welcome to the Community Forums! Sorry for the delay in responding.

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting. To better assist you, can you please let me know which Android mobile device are you using with your Alta HR? When was the first time you experienced this issue and how many times since then? The latest Fitbit app update for Android users was released today in full, I recommend you to confirm if your app is updated and let me know if the issue persists.

Let me know if you have any additional questions.

[y40da3a]

I tried updating today to the lastest version of the fitbit app.  It still does not sync even with a restart.

The app says the last sync is on May 6: 6:59 am. 

Settings:

I'm using a Samsung s9 on Android 10.  

Alta HR -> FW 26.26.63.2

Fitbit app version is 3.21 (20243500)

[y40da3a]

Talked to Sharen from customer support. turns out there is a restart fitbit feature on the charger. plug in the charger and click the button at the end of the usb cord 3x to restart the device.