Alta won't setup

[Jrbrokoff]

My alta will not set up.  It says it is syncing and then says I need to set it up.  It just stops syncing and then says I need to update.  The device will not update.  I get an error message or it just stops.

Moderator Edit: Clarified Subject. 

[MarcoGFitbit]

Hello @Jrbrokoff and welcome!, it's nice to have you on board. 

I'll be happy to help you today. As you mentioned your Alta is not finishing setting up correctly; therefore, I would like to suggest the following:

• Restart your Alta and leave it plugged in.
• Restart your mobile device.
• Make sure there are no other Bluetooth devices around that might interfere with the process. 
• Try setting up your Alta as a new device once more:
  1. Open the Fitbit app and tap on the Account tab at the bottom of the screen, then tap on "Set up a New Device"
  2. Choose your tracker and follow the onscreen instructions to continue
  3. When the app asks you to replace your current tracker, please replace it and continue with the process.

I hope this can be helpful, give it a try and keep me posted in case you need anything else! 

[Jrbrokoff]

Thank you for your reply.  I have tried this 20 times.  Nothing seems to be fixing it.  I have deleted my app, account, turned everything off then on, started a new account, everything you mentioned above.  It says it is finding my tracker, I get the code, put it in, and then it tells me an update is available.  It seems to be the update getting in the way.  

[MarcoGFitbit]

Hello @Jrbrokoff, I hope you're doing well. 

Do you receive an error when trying to update your Alta? Sometimes, these updates take up to 10 minutes and the only thing we can do at that point is wait. Once the update finishes, the tracker will finish the set up process as well. 

However, in case the update gets stuck or it doesn't let you finish setting up your Alta, my best recommendation would be contacting our Support Team. Let them know the steps you've performed so far, I'm positive they will be more than happy to assist you further.

Let me know the outcome! 

[Jrbrokoff]

Yes, sometimes I get error amd sometimes in the middle of the update it just goes back to the setup screen and tells me it needs to be setup.  I have done the setup process a million times.  I contacted support a few weeks ago because after trying the update with my original alto, it screwed it all up.  They sent me a mew one amd the same things are happening.  I have started a mew account.  I have tried setting it up on the new account amd it recognizes it. I get the 4 digit number on the tracker, I put it in and it recognizes it but I can not get past that step. It tells me there is an update I have to do but it will not let me do the update because it then says I have to set it up. It keeps going back and forth.