Alta HR display is blank

[Kiela]

Hi,

This morning my screen has decided it doesn't want to display anything when I tap or swipe it. My battery is half charged and I have tried doing a reset of my tracker but to no avail.

Thanks

Moderator edit: Updated title for clarity

[FerdinandFitbit · Accepted solution]

Hi there @Kiela, welcome to the Fitbit Community Forums! 🙂

I'm sorry to hear that you're having problems with your Fitbit Alta HR not turning on. Thanks a lot for trying to restart it. I'll be happy to help you out!

Now, I'd like to know... when you put your tracker to charge, does it show anything on the display or it will still not respond? Even if it's not showing anything on the display,  Also, just to be sure, did you make sure that the restart was successful?

To make sure that the restart went through correctly, be sure that you followed these instructions:

You can easily do this by clipping your tracker to the charger and plugging the charger to a USB port on your computer or a wall charger. Then, Press the button on your charging cable three times within four seconds and your tracker should vibrate and show the Fitbit logo. This will make your tracker to reboot.

If that doesn't work and you're still having problems, let me know and I'll be happy to help you out!

[Kiela]

Hi @FerdinandFitbit.

Many thanks for the warm welcome.

The first restart didn't actually work it only showed me the version number I was on. So I have followed your instructions to the "t" and made sure I saw the fitbit logo and my display is now back, so I am very happy as I was struggling to see my notifications.

Thank you once again 🙂

[FerdinandFitbit]

That's definitely awesome to hear @Kiela! 😄 Thanks a lot for getting back!

If you need anything else, I'm always around!

[kArEnD2015]

I am having the same issue. I have the issue both on and off wrist. I have restarted the unit repeatedly, and the screen comes back briefly (<1 hour) and then goes black again. 

[Kiela]

Hi @kArEnD2015, so far mine has stayed on.

[NellyG]

If you are having continues problems with this you will need to contact Support (link in my signature)

[EmmaBee88]

Hi I can't see the link for support in your signature. Can you give me it please

[kArEnD2015]

Contacted support. Didn't help.

[NellyG]

@EmmaBee88 Here it is  https://help.fitbit.com/

[liselaustsen]

Hi - I've just had exactly the same problem, but when trying to restart via the cable, same gives no response…???

[Fuxuan]

Hi there,

I am having a similar problem and my fitbit device suddenly went all 'black' when I was trying to charge it - the battery was low but not completely flat. I tried what you suggested by tapping the button 3 times within 4 seconds while connecting the charger with my device, however it did not make any difference - still blank screen with no display. Any thought what the problem might be?

Thanks,

Xuan

[NellyG]

If repeated restarts do not help you will need to contact Support (link in my signature)

Restart your tracker

[kArEnD2015]

Contacted support. Couldn't help..

[FinzWinz]

Hi 

I have the same problem but a restart didn’t work.  I could feel the device vibrate when I pressed the restart button but the display showed nothing afterwards.  

[Alisonschwartz]

I’m having the same issue. The battery is displayed during charging bit that’s it. And it won’t reset. 

[FinzWinz]

Mine wasn’t even displaying the battery sign. But I tried resetting it multiple times (at least four times) and that seemed to do the trick.

Sent from my iPhone

[EmmaBee88]

Looks like we will need new devices then 🤔

My reset hasn't worked and don't it 5 times. Don't know what to do now 😔

Moderator edit: Merged replies

[FinzWinz]

you need to contact customer service

[FerdinandFitbit]

Hi everyone! Great to see you all in the Forums! 😄

@kArEnD2015, I'm sorry to hear that your tracker is turning off after about an hour. I'm sorry to hear that the Support Team didn't help either 😕 Did they offer you any other alternative?

@EmmaBee88 @Fuxuan @FinzWinz , I was able to see that our Support Team was able to help you out with this. If you need more help, let me know!

@liselaustsen , I've gone ahead and escalated your case to our Support Team for them to help you out with this. You should receive an email soon with more instructions and if you need more help with this, let me know!

@Alisonschwartz, I was also able to check with the Support Team and it seems that it is all working fine now, so I'm happy to know that you're back on track.

If you guys need anything else, I'm here to help!