iOS app not syncing with Alta HR or Aria 2 / Unable to log in

[092802]

Starting this morning, my iOS app stopped receiving data from both my Alta HR and my Aria 2.

I have already:

1. Force-quit the Fitbit app & reopened it 
2. Restarted the phone
3. Connected to a different WiFi network 
4. Used cellular data instead
5. Uninstalled and reinstalled the app.

After reinstalling the app, I can't even log in. There is an error message saying "Oops, something went wrong. Please try again. The request timed out."

Enough people seem to be having this problem that it seems like there may be something wrong with the app.

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @092802, thanks for joining the Fitbit Community, it's great to have you on board. 

Thanks for bringing this situation to my attention, I appreciate you have let me know the troubleshooting steps you've tried so far. First of all, if you're not able to log in to your account, I would like to suggest you check if any settings on your router have changed recently or if a child-block has been added as well, this block prevents people from logging in to their accounts or syncing their trackers. If not, please try the following steps:

• Go to your phone Settings > General > About > Name
• Remove any special characters or symbols.
• Save your settings.
• Attempt to login to the Fitbit app again. 

 Now, if you're able to log in, I would like to suggest you the following to work on the syncing issues affecting the Alta HR:

• 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 again.
5. Open the Fitbit app.
6. If your Fitbit device didn't sync, restart it one more time.
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.

Finally, when it comes to the Aria 2, please remove the batteries for 15 seconds, put them back on and weight yourself 5 times, then check if the information is syncing. 

I hope this can be helpful, if you're still unable to log in or if you need further assistance, please feel free to reply, I'll be happy to help. 

[092802]

For anyone else having this issue, maybe this will work for you -- 

Problem: Alta HR and Aria 2 stopped syncing with iphone app at the same time. Aria 2 continued to sync with web site. Restarting Alta HR had no effect. Restarting app had no effect. Restarting phone had no effect. Reinstalling app produced time out error and app would not allow login.

Solution: I updated the phone to the latest version of the software, and everything went back to normal.

[MarcoGFitbit]

Hello @092802 I hope you're doing well, thanks for taking the time to reply and let me know your issue has now been resolved after updating the software on your phone, I'm very glad and I'm sure this will be very helpful for members of the Community facing the same situation. 

In case you have some spare time, I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members and if there's anything else I can do for you, please keep me posted!