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Unable to sync with Samsung Galaxy S8 Active

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‎01-25-2020 06:27 - last edited on ‎01-27-2020 18:45 by Fitbit Moderator

‎01-25-2020 06:27 - last edited on ‎01-27-2020 18:45 by Fitbit Moderator

I have had a hard time getting any one of my 3 fitbits to stay synced in the app. 2-3 weeks ago I had forgot versa and it stopped working completely when I was going through all the restart/reset stages, so I bought the versa 2. While waiting for it to arrive, I have an Alta hr that I used for a few days.

 

The Alta kept up with steps, but didn't sync to the app for 2 days.

 

Now I have the versa 2, it was connected, synched, and now it will not stay synched even with all day sync on. I have to go in and uninstall the app, shut my phone off, or both before it will sync 1 time. 

 

I have a galaxy s8 active, and have not had issues previous to the last fit bit app update.

 

Moderator edit: updated subject for clarity

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‎01-27-2020 19:03

‎01-27-2020 19:03

Hi @Bstrohm. Welcome to the Community Forums. I'm sorry for the delayed response.

 

Thanks for the information provided, as well for the steps that you've tried prior posting. I understand how you're feeling about not being able to sync your data and let's work on this together. I was checking that your Samsung Galaxy S8 Active doesn't appear in our compatible devices list. As with any other app, the Fitbit app was optimized to work on phones and tablets based on certain requirements, and future Fitbit app versions also adapt to any change implemented in the OS. Your phone might have fulfilled the minimum requirements which was the reason why both were able to sync, however we cannot guarantee that they'll continue working.

 

That said, I'd recommend to try the following steps which have worked for other members:

 

  1. Remove your Versa, Alta HR, Versa 2 and any other device from the Bluetooth settings.
  2. Turn off other Bluetooth connections nearby and take your Alta HR to another room.
  3. On your phone's settings, tap on Apps > Fitbit > Storage > Clear Cache.
  4. Go back one screen, tap on force stop and reboot your phone.
  5. Verify if the Fitbit app is allowed to run on the background
  6. Restart your Versa 2.
  7. Open the Fitbit app and try setting it up as a new device.

 

Once your Versa 2 syncs your data, you can go ahead and try syncing your Alta HR. Just make sure to not have both, your watch and tracker together when trying to sync. That way, the Fitbit app will not encounter difficulties to sync each of them.

 

I'll be around, keep me posted.

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