Error 500 when setting up Alta.

[AFeagle26]

My alta is giving me a error 500 but when I trouble shoot it it tells me to try and "forget Device" with my phone but the alta does not give me the "i" button that I have to press in order to forget the device. Therefore I cannot do all the trouble schooting steps. I need some serious help

Moderator Edit: Clarified Subject.

[Rich_Laue]

This error seems to pop up once in a while on iOS devices.

See https://community.fitbit.com/t5/iOS-App/Error-500-when-setting-up-Alta-HR/m-p/266975

As for forgetting the Alta, you want to go into your phones settings - Bluetooth - and remove the Alta from your phones trusted Bluetooth devices.

Some have used a different device, sometimes a friend's phone, to set up their Fitbit.

[MarcoGFitbit]

Hello @AFeagle26, thanks for joining the Fitbit Community, it's great to have you on board. It's great to see you too @Rich_Laue, thanks for all your help.

@AFeagle26, I appreciate you have brought this to my attention. As @Rich_Laue mentioned, if you're having trouble setting up the Alta with your phone, please 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. If the (i) is still not showing when you go to the Bluetooth devices, please restart your phone and check again. 

I hope this can be helpful, give it a try and keep me posted! 

[AFeagle26]

I have done all of these tips and nothing is working. The Alta only shows up sometimes in the Bluetooth menu and even when I restart my phone I never get the “I” button! Please help!

Thanks,

Andrew

Sent from my iPhone

[Rich_Laue]

What is this I button. And what does it have to do with the iionic. 

[MarcoGFitbit]

Hello @AFeagle26, I hope you're doing well, thanks for taking the time to reply. It's nice to see you too @Rich_Laue. 

@Rich_Laue, please note that @AFeagle26 is trying to set up an Alta, not an Ionic, the (i) button mentioned is referent to the icon appearing to the right of every Bluetooth device paired to a phone:

@AFeagle26, if you're not able to see the information (i) next to Alta, it's possible the Alta is not linked to the Bluetooth on your phone. Now, I would like to suggest you to uninstall and reinstall the app, then try to set up the Alta again:

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 a pop-up appears asking you to Pair your tracker to your device, tap on Pair and continue.

If you're still getting an error 500, please let me know so I can determine what should we do next. 

Thanks for your patience and understanding, I'll be waiting to hear from you. 

[AFeagle26]

I tried what you said and I am still getting an error code 500.

Sent from my iPhone

[MarcoGFitbit]

Hello @AFeagle26, I hope you're doing well, thanks for taking the time to reply. 

Thanks again for your patience and working through these troubleshooting steps. I’ve reached the limits of what I can do for you here on the public community forums, so I've contacted our Support team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your email inbox for further instructions.

In case you need anything else, please feel free to reply as well. Happy stepping.