06-19-2016 16:15
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06-19-2016 16:15
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- Who Voted for this post?
Answered! Go to the Best Answer.
02-12-2018 10:22
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02-12-2018 10:22
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I have been syncing Alta HR successfully to my j3 as well, since January 16, 2018. HOWEVER, I have not turned off my cell phone since then, because I am afraid it will stop syncing.

02-17-2018 02:56
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02-17-2018 02:56
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Hi there. The same happened to me and my Galaxy J3 (2016). My Alta HR stopped syncing about 6 days ago, I think possibly after a phone software update. I tried everything and yesterday contacted Fitbit customer support. Was on live chat for one hour with "Michael" who was helpful. The outcome is that my phone is not supported (although it worked fine for 6 months). They are sending me a new Fitbit Alta HR but with no guarantee that it will work. Looks like I will have to get a new phone. Grrrrrr!

02-17-2018 03:15
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02-17-2018 03:15
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Hi HelenSeery,
I spoke to a very helpful man in customer services and they sent me a wireless dongle thing for my computer. When it arrived, after 2 days, I followed the instructions they gave me and now I can sync through my computer, with all the information coming up on my phone when I open the app. The phone is working just as it did, I just can't sync through it. I just have to be in the vicinity of the computer for it to sync, I don't even have to open the fitbit dashboard.
I'm not sure why they are sending you a new fitbit if it's the syncing that's a problem as you need this dongle thing.

02-17-2018 04:08
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02-17-2018 04:08
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Sent from my Samsung Galaxy smartphone.

02-18-2018 04:51
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SunsetRunner
02-18-2018 04:51
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My alta HR stopped syncing with the phone a week ago - similar to reports above. No joy from customer services despite informing them of the make/model of phone I have. Strange how it has managed to do so for almost a year and now is a problem. I tried to find out when the last software update happened incase it's related to that but to no avail.
It should be made more obvious at point of purchase that not all android devices are supported!! These things aren't cheap and like others reporting here, I won't be due a new phone for a year.

02-18-2018 06:08
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02-18-2018 06:08
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What concerns me is that if I change my phone, after a period of time, that too could stop syncing!
Sent from my Samsung Galaxy smartphone.

02-18-2018 06:17
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02-18-2018 06:17
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I changed my phone in September when I got my Fitbit as the phone I had was about 10 years old. As the Samsung J3 was on the app I presumed all was ok, and it was for 6 months. Mine definitely stopped working after the phone updated so this may be your problem too. It's odd that the customer services were not helpful, as they were to HelenSeery and myself. The dongle has sorted me out!

02-18-2018 06:18
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02-18-2018 06:18
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Maybe phone back and talk to a different customer service person!!

02-18-2018 08:50
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02-18-2018 08:50
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Sent from my Samsung Galaxy smartphone.

02-18-2018 12:22
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SunsetRunner
02-18-2018 12:22
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Looks like we're all in the same boat.
I've emailed customer service - need to find out about the dongle thing! Maybe that's the only way forward.
So it's likely that a software update is the problem therefore it's possible the same could happen with any phone??

02-18-2018 12:45
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02-18-2018 12:45
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Any phone that's not officially compatible I suppose. I don't know how you find out which ones are though as I would have thought that being able to download the app and it working meant it was compatible! Probably only iphones are and I really don't want one of them! Anyway, mine is working fine with the dongle.

02-18-2018 22:36
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02-18-2018 22:36
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Sent from my Samsung Galaxy smartphone.

02-18-2018 22:38
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02-18-2018 22:38
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Sent from my Samsung Galaxy smartphone.

02-18-2018 23:32
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SunsetRunner
02-18-2018 23:32
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The possibility of non-compatibility isn't flagged up when you purchase which in my opinion it should be. No reason the prospective customer couldn't be automatically directed to the device compatibility list prior to being able to purchase. Not everyone will think of looking for this issue. I certainly didn't and they do say their products can work with android.
I had a quick reply from customer service. They are going to send a dongle - we'll see how that goes.

02-20-2018 23:56
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02-20-2018 23:56
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You can vote here for this feature to be added https://community.fitbit.com/xmnuz23762/board/message?board.id=features&message.id=88844#M88844

02-21-2018 00:16
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02-21-2018 00:16
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Good. Let us know how it goes. I have an old tablet - an Alcatel one touch and I added the fitbit app and it is now syncing on that. How long for it don't know as it is not on the list. We'll see.

02-22-2018 05:59
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02-22-2018 05:59
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02-22-2018 06:11
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02-22-2018 06:11
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Why do you believe this helps while whole community reports the issue with J3 @entrophy

02-22-2018 06:32
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02-22-2018 06:32
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Because when my phone was brand new from the factory, the FitBit syncing worked.

02-22-2018 07:06
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02-22-2018 07:06
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Ok, now I got the point that the issue might be samsung soft itself.

