Alta won't sync to my app

[ashleyshaw]

My app will not sync to my Alta. it's worked everyday. Randomly at some point today it stopped syncing. bluetooth is on. im even connected to wifi and it won't update. When i go to my device on the account page it says "looking" next to my alta info but never connects. 

Moderator edit: updated subject for clarity

[MarcoGFitbit]

Hello @ashleyshaw, thanks for joining us, it's great to see new faces around the Community! 

If your Alta is not syncing correctly with the Fitbit app on your phone, I would like to suggest the following:

1. Restart your Alta.
2. Restart your phone
3. Turn off the Bluetooth on your phone, wait for 15 seconds and turn it back on, then try to sync your tracker.
4. If it's not syncing, force-close the app by double tapping the home button on your phone and swiping the app up.

In case those steps don't seem to do the trick, please try to set up your tracker as a new device to reset the connections between your phone and your Alta. Don't worry, none of the information stored in your account so far will be deleted.

To set up your tracker as a new device:

1. Open the Fitbit app and tap on the Account symbol at the top right corner 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! 

[dhunt706]

This happened to mine on April 11th.  JUST WILL NOT SYNC.  I have tried all the ideas, shut it off, press button on the charger thing, reboot, turn off and tun back on the bluetooth, make sure all auto sync, sync all day things are turned on, take the app off my phone, reinstall the app, everything.  Why won't it work anymore.  ??

[MarcoGFitbit]

Hello @dhunt706, welcome to the Fitbit Community, I hope you're having a great day! 

Thanks for trying the previous troubleshooting beforehand. To clarify, have you also tried to set up your tracker as a new device? If not, please try the following:

1. Go to the Bluetooth settings on your phone and check if your tracker is on the list of paired devices. If it is, tap on it and select Forget this Device.
2. Restart your phone
3. Restart your tracker once again, only this time, leave it plugged in and charging.
4. Open the Fitbit app and tap on the Account symbol at the top right corner of the screen, then tap on Set up a New Device.
5. Choose your tracker and follow the onscreen instructions to continue
6. When the app asks you to replace your current tracker, please replace it and continue with the process.

I hope this can be helpful, please give it a try and let me know the outcome! 

[Stepenny]

I’ve tried all these steps and my AltaHR still won’t sync. Any additional steps I can take? 

[MarcoGFitbit]

Hello @Stepenny, have a warm welcome to the Fitbit Community, it's great to have you on board. 

I appreciate your participation in the Forums and for sharing your experience with us. I would also like to thank you for letting us know you've already tried the troubleshooting steps listed earlier. At this moment, I would like to suggest you to try the following steps in order:

• Make sure the latest version of the Fitbit app is installed on your phone.
• The software on your mobile device is up to date. To check, tap Settings > General > Software Update.
• Make sure there are no other Bluetooth devices around as they might interfere with the syncing process
• Check that your Fitbit device's battery isn't critically low.

If your device still won't sync, try these steps:

1. Force quit the Fitbit app. 
2. Go to Settings > Bluetooth and turn Bluetooth off and back on.
3. Open the Fitbit app.
4. If your Fitbit device didn't sync, restart your phone.
5. Open the Fitbit app.
6. If your Fitbit device didn't sync, restart it.
7. If your Fitbit device won't sync after the restart, log in to your Fitbit account on a different phone, tablet, or computer and try to sync.
8. If your Fitbit device still doesn’t sync, remove all other Fitbit devices from your account and from the list of connected Bluetooth devices on your mobile device and try to sync.

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

[cyndeewillow]

Hasn't the company just stopped basically doing customer service on the Alta? You've moved on, you just don't care about its users anymore. 

[Teri2sm]

Help me I'm ready to throw this thing down the garbage disposal. It will not stay synced I'm tired of for stopping it resyncing it restarting my phone at cetera Etc it's not worth it you can have it back

[sharonmen]

Mine won't either no matter how many times I reset and restart!  Only a couple of years old, but still.  I removed it from the app, as instructed, and it finds the tracker, but cannot connect.  I give up!

[braytpa]

i'm having the same issues; started a day ago.  It just won't sync.  After doing the reset steps, it syncs once then stops again.  I've contacted help via chat but can't get it to work.

[sharonmen]

Mine does that periodically, too. I try and keep it charged (like when I sit at my desktop in the morning) and when it stops, I try the reset button on the charger, but have to hit it a bunch of times. It usually starts working again, but it is frustrating! Especially if you are on your morning walk and find it won’t even display period! Oh! Have also found (just the other day as a matter of fact) that when I turn off my phone and restart it, it starts working again sometimes.

Sent from Sharon's iPad

[braytpa]

I've turned my phone off and on, i've disconnected bluetooth and reconnected.  i've tried everything folks on the chat/help suggested but nothing works.  it will sync SOMETIME but mostly it does not.  it just sits and says 'syncing & refreshing' but does nothing.  i believe there is an app issue.