Troubles getting Alta to connect

[Myrta]

Hello. I'm having problems getting my Alta to my phone. I have the Flex already but when I try to start the process for Alta is says it can't play video and boots me out. I've logged out and uninstalled the app and rebooted my phone.

[SolangeE]

Hey, @Myrta! Thanks for joining us!  Hmm...this is very weird. Could you please provide me screenshots of the message you get that boots you out? 

You can also try to restart the Alta, and try again. You can check the restart process, in this post. Let me know how it goes! 

[brittneykp]

I'm having the same trouble too. Every time I try to add my Alta as a "new device", I get this error message and then the app crashes.  I've tried clicking into other devices, and they seem to work properly (a picture of the device appears and you can select the setup button at the bottom).  I'm running the latest release (2.63 (2193223)) on my Android ZTE (Android version 6.0.1, model number Z981).  I tried uninstalling and reinstalling the app, but that didn't fix it.

[USAF-Larry]

@brittneykp, I am a little confused when you say "select the setup button at the bottom" - are you opening the Fitbit app to the Account Screen, and selecting Set Up a Device, then selecting the Alta to add it to your account?

[brittneykp]

Yes.  I select the "Add a Device" in the account screen, and then get the list of devices to choose from.  For all other devices, I can select them and get a screen with a picture of the device and a button at the bottom that says "Setup Your Fitbit <Device Name".  When I select the Alta, the screen goes dark and I get the error message in the photo above.  The "Setup Your Fitbit Alta" is visible, but not selectable.  I try to press "Ok" on the error message, but the app just hangs and then finally crashes.

[brittneykp]

I found a hack that worked - I logged into Fitbit on a friend's iPhone, connected the Alta, and then logged out.  The device was properly added to my account when I logged back in on my phone.