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Unable to sync Alta HR with Android and Windows

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‎05-12-2020 15:45 - last edited on ‎05-13-2020 15:03 by Fitbit Moderator

‎05-12-2020 15:45 - last edited on ‎05-13-2020 15:03 by Fitbit Moderator

Hi, I have an alta HR and last time it synced to the app was at 10:30pm last night (Monday the 11th). I've been trying all day to sync my device with no luck. I opened the app and it remained on "refreshing" and couldn't find my device. I have since then done quite a few things, turn the Bluetooth on and off, turn the phone on and off, delete cacha data, delete app data, un install and re install the app. Nothing worked, so I charged my device because battery was low and thought that could be a problem. Then I tried on my computer (windows 10) and nothing, so I unpaired my device from the app and now I want to set up a device but I can't. On my laptop I get a no internet message and on my phone (Honor 8 ) I get a message that reads "fitbit.com is under maintenance"

I don't know what else to do right now, I feel I have done everything and nothing works.

Thanks for your help

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Moderator edit: Subject for clarity 

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‎05-13-2020 15:02 - edited ‎05-13-2020 15:04

‎05-13-2020 15:02 - edited ‎05-13-2020 15:04

Hello @GabbyVi, welcome to the Community Forums!

 

First, I appreciate your effort and patience for troubleshooting this situation prior to posting, I understand how frustrating this matter can be for you, the screenshots that were attached into your post were helpful for me to fully understand your issue. If you haven't already done so, I recommend you to check how the syncing procedure works here and see if there's a missing requirement on your Android mobile device 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. 

 

Keep me posted, I'll be around if you need anything else.

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‎05-19-2020 08:34

In response to RicardoFitbit

‎05-19-2020 08:34

Thank you for your prompt reply.

The sync problem went away on the next day, however I am still having difficulties with it. This problem was on both devices, the windows and android. I have never faced problems like this until a week ago. I have to try and sync my fitibit 5 times each day before syncing properly.
I believe the problem to be with the fitbit server and not wit my devices.

Thanks again for your reply.
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