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Unable to sync with BlackBerry Keyone after latest update

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‎07-29-2019 05:18 - last edited on ‎07-30-2019 12:34 by Fitbit Moderator

‎07-29-2019 05:18 - last edited on ‎07-30-2019 12:34 by Fitbit Moderator

Hi - I have an Alta HR which was working beautifully with my BB KeyOne until the last update, when it stopped syncing completely. I can't pair it with my phone - it starts searching, finds it and then the app goes blank. I have reset my phone, my fitbit, I have turned on/off bluetooth, I have changed all permissions, I have read and reread all the posts about this and done everything suggested...and nothing. Help please!

 

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‎07-30-2019 12:33

‎07-30-2019 12:33

Hi @zast, it's nice to see you again participating in the Community Forums, welcome back! Let me give you a hand with your syncing concern. 

 

First, I'd like to appreciate your effort and patience troubleshooting this matter prior posting, I totally understand how frustrating this situation can be for you. Let me share with you that the BlackBerry KEYone is not listed as a compatible device with our products and services, therefore, you may experience certain connection difficulties with it. I'm aware that some users are able to use non-compatible devices with our Fitbit products, however, we cannot ensure a proper function of all its features due to this compatibility concern, Android and Fitbit updates. That said, even though your mobile device is not compatible, lets give it a try to our help article: Why can't I set up my Fitbit device? and let me know how it goes. I know some of the steps that are specified there were already tried, however, the actual order that is listed is very important.

 

If by any chance you're still unable to use your Fitbit with your mobile device, I suggest you to try with a compatible device or a computer to avoid this situation.

 

Please keep me posted.

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