alta stopped syncing/will not connect to weight watcher app

[shihtz2]

My Alta stopped synching April 4th. I have tried the restart, uninstalled and installed both apps, disconnected the alta, turned off and on  the bluetooth, unpaired and paired the alta.  I have done this several times . Now the alta does not connect to the weight watcher app or the weight watcher website. I am able to go through the steps to connect my altar weight watchers  and the screens look identical to the directions, In the weight watcher app it takes me to the log in screen for Fitbit. I log in and select what I want to sync and then I am taken to the weight watcher screen where it says connect to a device. 

 I have contacted weight watchers and they say the connection on their end is fine.I contacted Fitbit and  they say the connection on their end is fine. I really do not know what else to do but pull my hair out!  What do I do now? 

[RobertoME]

HI there @shihtz2, good to see you have joined the Fitbit Community. I' was reading your post and I'm wondering if is giving you some sort of error message when you try to link your Fitbit account with WeightWatchers?

Lets do the following, try clearing your browser's cache. (Directions on how to clear your cache on a variety of browsers can be found here: http://www.wikihow.com/Clear-Your-Browser's-Cache).

Once you have cleared the cache, try one more time the steps to link your accounts. The following post will give you the steps to complete this process.

Since you mentioned about contacting our Support Team, I went ahead and reviewed your case with our teams. It seems your case still is under review, so wait a response very soon. Note this integrations are not developed by us, so we don't have the tools to investigate the connectivity from Weight Watcher's end, reason why your case need additional investigation.

Please let me know if you have additional questions. I'll be around.

[shihtz2]

I do not get an error message  when I try to link the Fitbit Alta to the Weight Watchers app or website.

I cleared the cache and cookies from  my computer and the phone. I followed the steps to connect on both devices and it  still does the same thing. 

I am glad to hear that my issue is still under investigation.

 I called weight watchers again today and went through some trouble shooting and the issue continues. 

A friend of mine had the same issue twice and received the following directions from  a Fitbit support person which works for her:

Plug into computer, hold button down for 20 seconds ,take off computer and hold button until screen comes up, go to phone and turn off bluetooth, turn on bluetooth, go to Fitbit account, synch device , follow instructions,  go to app on the bottom for accounts , choose a new Fitbit , turn on Fitbit and there will be a number

I tried this as well and it still won't connect. A couple of times the screen did not come up on the Fitbit and I had to start over with the directions to get the screen to come up on the Fitbit to proceed with the rest of the directions.

 Any other ideas?

[RobertoME]

Hello @shihtz2, thank you for keep me posted and for letting me know there is no error onscreen.

Note that the steps you have mentioned are related to the tracker, so this wont cause any difference with the app integration since the tracker does not connect to Weight Watcher. So if your tracker is working fine with your Fitbit account, the issue is related to the communication between your accounts.

Have you tried to use a different browser in your computer? If you haven't please try with another browser depending of your computer.

If it is from your mobile phone, I would suggest to use instead of the app use the dedicated browser of your phone.

Hope this get you back on track. Don't forget to keep me updated.

[shihtz2]

I use Safari on my computer, but did try Firefox as well.  Both browsers  had the same results. I tried on the  dedicated browser on my phone too, with the same issue as the computer.  

Curious...are there specific settings I need on the browsers or the apps in order for  Fitbit and Weight Watchers accounts to sync?