Alta HR - Continual Scrolling of Display on Band

[KLKrey]

The display on my band is scrolling through time, steps, heart rate etc non -stop. After a certain period of time the scrolling stops but then the display goes blank and won’t reawaken with tapping. Will only come back on if I put it on the charger. Green heart rate monitor lights are always on even though setting is on Auto.  I have tried the reset sequence numerous times and all I get is the Fitbit logo and the battery icon— never get to the screen where the software version shows up.  Put band in rice overnight just in case there was water in battery/case. Fitbit was purchased July 2017 so it’s out of warranty.  Has anyone else experienced this?  Any remedies?  

Moderator edit: format.

[NellyG]

Hi @KLKrey  Unfortunately it sounds very much as if your Alta HR has died. If restarts are not helping then there is nothing more you can do. I will flag your post for a moderators attention in case they are able to help in any way.

[AndreaFitbit]

Welcome to the Fitbit Community @KLKrey. I´ll be glad to assist you with your Alta HR inquiry. Thank you for letting us know about the steps you have followed in order to resolve this issue. 

 I got in touch with our support team and a representative will contact you soon to help you. 

Thank you for your help @NellyG.

Let me know how it goes. 

[Biggaloo]

Was there a resolution to this? Mine is doing the same thing and I have followed the same steps. Very frustrating as I must track my heart rate per doctors orders. I rely on my Fitbit. This isn't the first time. Just so happened the reset worked the first time it happened. 

I have searched the internet for a fix and this is my last hope 😞 Mine was also purchased in December 2017.

[SunsetRunner]

Also having the exact same problem. Did you manage to remedy the situation? I also got mine in July 2017. Total waste of money... 

[Biggaloo]

Unfortunately, no. I'm not sure what to think at this point. I was thinking it died over night. While typing this email, it wasn't even coming on when the charger was connected but before I finished the email, I tapped it again and the screen came on without constant scrolling; however the green sensor lights are not flashing.

I think I am moving to an Apple Watch within the next couple days. I have not read the reviews yet but I understand their watch can detect arrhythmias which is part of my problem. I've been thinking about switching anyway...this is just helping me decide. I'm going to leave it charging today and will see what it's doing when I get home from work this afternoon.

I just realized that the time is not right either.....UGH

[KLKrey]

I ended up replacing my Fitbit. I was offered a 25% discount even though my band was no longer under warranty.

[Biggaloo]

UPDATE: I came home from work to find that the Fitbit was fully charged but no green sensor lights. I tried resetting it once again and it's now working....not quite sure the heart rate is accurate though. I'll keep an eye on that over the next couple of days. 

I can't explain it......I let the battery run completely down and let it charge all day today but I did this a couple days ago too....I wish I could tell everyone the trick that did it but cannot explain it. 

Let's see how long it works this time......

[Jsrtx]

I have this same issue and have tried all the steps. Purchased mine Jan 2018. Is there anything that can be done?

[KLKrey]

To all who have experienced this I ended up purchasing a new Fitbit. In the meantime I put the old one in a drawer and forgot about it until this week.
When I came across it I decided to charge it to see what would happen.
Lo and behold it held a charge and is behaving normally. I am currently wearing both my new and old units and getting comparable results with exception of sleep data. I got the same amount of total sleep time but only simplified data on the old Fitbit. Will try again tonight.
My conclusion is that I got my Fitbit wet and it took some time for internal components to dry out. My recommendation is to give it some time and hope you have similar positive results.



"Cats know how to obtain food without labor, shelter without confinement and love without penalties." -- W. L. George

[SilviaFitbit]

Hey everyone! Thanks for the troubleshooting that you've mentioned, sorry for the delay in my reply. 

Welcome to the Community @Biggaloo. I appreciate the details that you've shared and the troubleshooting that you've performed. If you're still having issues with your Alta HR, let me know and I'll continue assisting you. Regarding your heart rate information, you can double check this article to know more tips about what you can do to improve.

Hey there @SunsetRunner. I've shared your post with our Support team, they mentioned that you already have a case with them. Please continue the communication through email. 

Hey @KLKrey. Thanks for sharing your experience and the option that you got. 

Welcome to the Community @Jsrtx. Thanks for the details that you've mentioned. I've shared your post with our Support team, they will continue assisting you through email. 

I'll be around if you need further assistance. 

[LoloMaclellan]

Mine started doing this today. It has done it once before in the last band I was able to successfully restart it.  This time it has been unsuccessful.  I've tried a few Times and no change.  I also haven't seen the version screen pop up.  Maybe i should let the battery drain ? 

[SilviaFitbit]

A warm welcome to the Community @LoloMaclellan. Thanks for the troubleshooting tried and the details mentioned. 

I would like you to confirm that you've properly restarted your Ionic following these steps: How do I restart my Fitbit device?. 

Let me know how it goes. 

[LoloMaclellan]

Hi! I have tried restarted my alta hr properly and it now just flashes
between my battery level and the Fitbit logo or scrolls all the details .

Lauren MacLellan

[SilviaFitbit]

Thanks for confirming the troubleshooting that you've done @LoloMaclellan. I've shared your post with our Support team, they will continue assisting you. 

I'll be around if you need further assistance. 

[LmiR]

Mine is doing this exact same thing what do I need to do?

---

@KLKrey wrote:

The display on my band is scrolling through time, steps, heart rate etc non -stop. After a certain period of time the scrolling stops but then the display goes blank and won’t reawaken with tapping. Will only come back on if I put it on the charger. Green heart rate monitor lights are always on even though setting is on Auto.  I have tried the reset sequence numerous times and all I get is the Fitbit logo and the battery icon— never get to the screen where the software version shows up.  Put band in rice overnight just in case there was water in battery/case. Fitbit was purchased July 2017 so it’s out of warranty.  Has anyone else experienced this?  Any remedies?  

Moderator edit: format.

---

[SilviaFitbit]

Welcome to the Community @LmiR. Sorry for the delay reply. 

I've shared your post with our Support team and they've mentioned that you already have a case with them, please continue the communication through email. 

I'll be around if you need further assistance. 

[Maplaw]

Today I had the same problem like most of the comments my Alta HR is from 2017.

Today I was waxing my car and it was hot and muggy. My arm was wet (sweaty) and I looked down and my fitbit was scrolling through all the functions. I tried to reset it no luck. I fix things just about everything.

I live by I cant break it more than it is, I either fix it or its still broken.. Warranty is up so lets open this thing

up and see what make's it tick. So I found the black glass front comes out and the inside of it had moisture.

I am letting it dry out opened up stay tuned.

Well I sprayed a little canned air in it to blow dry it hooked it up to the USB and reset it and it is alive and well. The black glass does have a seal around it so if you did get it wet and you do not open it, its going to take some time to dry out.

Just remember Warranty was expired  when I did this 

Moderator edit: merged reply

[Dilan1211]

Same here, sweat and water splashes on it today. currently scrolling non stop. Will leave it to dry i guess and report back to see if it's hopefully just moisture.

[ReginaSu]

Exact same thing happened to me today!