Syncing issues

[AHBanzet]

Ran the updated software for my Alta and have not been able to sync since 7:30 EDST. Did everything suggested to address the problem, but not able to sync. Please help'

[wmchapman]

Not sure what suggested you've tried; but here is the exact order that works 95% of the time when bluetooth is being stubborn:

• Temporarily turn off any competing bluetooth laptops or mobiles within 20ft.
• Turn off Bluetooth, turn it back on, and then open the Fitbit app.
• If your Alta didn't auto-sync, force quit the Fitbit app and open it again.
• Reboot your iPhone and then open the Fitbit app again.
• If your Alta didn't sync, restart your tracker.

Let us know if this gets you back on the road.

[jbotz]

Same issue after update... Trying the suggested fix.

[RobertoME]

Hi there @jbotz and welcome aboard to our Community @AHBanzet. I was just passing by to see if the Alta still is presenting Syncing Issues? One of the best ways to address this issue is like @wmchapman recommended before. So Let me know how it goes so far?

See you around and come back here if you need more tips.

[AHBanzet]

It is not going well. I have to reset my Alta at least 5 times per day.
Very disappointing.

--
Ann Howard Banzet

Moderator Edit: Removed Personal Information.

[RobertoME]

Hi there @AHBanzet, thank you for letting me know the issue still is persisting despite you have reset your tracker several times. Note that this issue is being reported already to roll a fix as soon as possible. You can refer to this Thread for more information and updates of this issue with the Alta.

Thank you for all your patience. If I have more updates I will let you know.

[AHBanzet]

I have read the thread for the past few weeks. It does nothing but
infuriate me, as I continue to do what I am told, only to have to redo
everything. I can't steps in for having to deal with the syncing issues.
What is going on and how is FitBit going to make this right?
--
Ann Howard Banzet

Moderator Edit: Removed Personal Information.

[AHBanzet]

I do those steps at least five times per day.  I spend more time trying to fix this than I do logging steps.

[AHBanzet]

Another issue that has just started is that even when I do a reset, the Alta apparently doesn't reset and shows full battery when plugged in.  However, I know it cannot have a full battery, but it won't charge.  Then, eventually it suddenly drop to low battery.  This is another issue I did not have before the update.  Please fix this or send me a different device.

[RobertoME]

Hi there @AHBanzet, I can understand your frustration regarding this issue and I offer you an apology for this. I guarantee to you our teams are working hard to address this issue as soon as possible.

About charging the battery, check the alignment and try reconnecting your tracker to the charging cable. If you haven't done so, try a different port. A UL-certified wall charger will also work and don't use a USB hub. I'm not going to suggest a restart, because you have tried that with the syncing issues, but it might help too with the battery charge. 

(I'm sure you know how to charge your tracker, but I'm leaving this video as reference for battery charge.)

If the battery is not charging and you have tried my previous suggestions, I recommend to contact our Support Team, since we cannot diagnose this issue through our Community. It require a closer look, but I'm confident our guys can help you further, Just let them know what you have tried so far so they can recommend the next step.

Thank you again for your patience. See you around.

[AHBanzet]

This issue is getting worse every day, so I don't know what your team is
doing. When it syncs, it will only sync once per reset. I have compared
the Jawbone Business model to the Fitbit model in my law classes. I bought
my Fitbit to replace a Jawbone. This is how you lose customers - failure
to correct a major issue within 3 weeks.

--
Ann Howard Banzet

Moderator Edit: Removed Personal Information.

[RobertoME]

Hi there @AHBanzet, I can understand your point of view. As it was mentioned before, this is a glitch with the new firmware of the Fitbit Alta and we are working to fix this. Nonetheless there is no timeframe, I can share with you how long its going to take.

I'll give follow up and If I know something else, I will keep you posted.