New Fitbit will not synch with MacOS or iPad

[ATomaccio]

My wife just received a new Alta for her birthday and I'm trying to set it up for her. I downloaded the software for both my iMac (10.12.1) and iPad (9.3.5), turned on Bluetooth on both and started first with the iMac. I created an account and put in her personal information.

I got to a screen that says "Turn on Bluetooth to Synch Your Trackers" and cannot get beyond that. I confirmed that Bluetooth was, indeed, on and, although I haven't had a need to use Bluetooth between my iPad and iMac, I was able to successfully pair the two together to confirm that Bluetooth was on and working. By the way, I also charged the Alta for about an hour and the indicator said it was fully charged.

Why can I not synch the Alta and complete the setup process? Do I have a bad unit? Any other things I can do to troubleshoot?

Your help is most appreciated.

[MarcoGFitbit]

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

If your wife's Alta is not able to set up, please keep in mind that in order for the tracker to sync with a computer you will need a USB dongle as the trackers use a different Bluetooth protocol. If you have one, please plug it in and open the Fitbit Connect software to continue the set up process. In case you don't have one, you can still set up the tracker using an iPad. 

Now that you have the Fitbit app downloaded in the iPad, please try the following:

1. Make sure you have a strong Wi-Fi signal and that no other Bluetooth device is around. Turn off the Bluetooth on your laptop if necessary.
2. Restart the Alta and leave it plugged in and charging.
3. 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"
4. Choose your tracker and follow the onscreen instructions to continue

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