alta not syncing with i phone

[susan-383]

hi just tried my sync my alta hr and it will not sync with my app ..just keeps says looking...HELP

[kayeldee1]

Hi Community,

After 1 year of regular use, out of the blue this week, my Alta HR cannot be "found" by my Personal Phone.
Alta HR - Version 26.63.2 (latest update installed)

Personal Phone:

iPhone 6 - running ios version 10.3.3

Fitbit App - latest Oct 9 update installed; version 2.41.1

Device - Alta HR

While I had not previously paired my Alta HR with my Work Phone, I tried it after my Fitbit wouldn't work with my Personal Phone. This works and the Fitbit can be found with my work phone.

Work Phone:

iPhone SE - running ios version 10.3.3

Fitbit App - 2.39; (the October 9 update has not been installed)

It leads me to believe the trouble is with the Oct 9 update. Anyone having trouble with their phone not finding their Alta HR?

Please let me know if you have other suggestions.

I have restarted my Personal Phone, uninstalled fitbit, tried to unpair and repair, all with no success.

Thank you in advance!

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @susan-383 and @kayeldee1, have a warm welcome to the Fitbit Community, it's great to have you on board. 

At this moment, if your tracker is not syncing correctly I would like to suggest you the following:

1. Restart your Alta HR
2. Restart your phone
3. Restart Bluetooth on your phone by going to Settings > Bluetooth.
4. Enable All-day sync in the app so the connection between the tracker and phone improves. Enable it in the app by going to Account > Alta HR > All-day Sync.
5. Make sure there are no other Bluetooth devices when you try to sync.
6. Make sure you have a strong WiFi signal or enough cellular data.

If these steps don't see to work correctly my best recommendation would be setting up your tracker as a new device to completely reset the connection between the phone and your Alta HR. Don't worry, none of the information previously stored in your account will be deleted. 

To set up your tracker as a new device:

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. 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"
3. Choose your tracker and follow the onscreen instructions to continue
4. When the app asks you to replace your current tracker, please replace it and continue with the process.

@kayeldee1, please remove the tracker from both of your phones's Bluetooth before setting it up as a new device, so the other phone won't interfere with the process.

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