Alta HR monitor green lights constantly on

[maz_s]

I have had this Fitbit since May and until 2 days ago the green light would turn off when not being worn. Now it's on constantly and drains the battery. I have tried to sync it three times with the setting for the HR switched to off or on auto but neither makes a difference. I have had it switched off and tried to start again but still it won't go back to working properly. What else can I try? 

Moderator edit: Updated title for clarity

[NellyG]

Go to the app, account, Alta HR and see what the HR is set on.  It might have somehow switched from auto to on.  If it is still saying auto, turn it off and sync your Alta HR, then turn it to auto and sync again and see if that gets it working properly.  Let us know how you go.

[maz_s]

It was set to auto, I have tried to set it to off and sync it but it won't switch off, I have then set it back to auto but still nothing! I have also cleaned the back of it just in case dirt was part of the problem. 

[NellyG]

One more thing to try is uninstall the app, restart yiur phone and then reinstall the app, set it to auto, sync and see if that does it. If not, I think your only option is the contact support as something seems to be wrong and the usual fixes aren't  working. Let us know what they say.

Contact Support

[maz_s]

Ok thanks for your help! Will let you know how I get on. 

[NellyG]

Fingers crossed!

[maz_s]

Just an update! It got to the point that the battery would only last 2 hours after being fully charged. Tech support believe that the sensor is not working properly and they have now authorised a replacement. 

Thanks for your help and suggestions!  

[NellyG]

That is great news!

[jcjewell]

I am having the same issue.  Where in the account shoud it say "auto"? Under which info?

[NellyG]

In your app, go to your account (ID card icon) and select Alta HR.  Find the General heading and scroll to the bottom of the list to Heart Rate. Select that and it will give you options of what you can turn your Heart Rate to - On, Off or Auto.

[JeanaZ]

I followed these steps and my green lights stay on all night also even if I am not wearing it.

I want to try this, but just a question  first:

1. Do I just uninstall the ap on my phone or do I need to do something on my computer as well? 

I tried the uninstall but the green lights till stay on. I will check with customer support now. They were very helpful earlier this year.

Moderator edit: Merged replies

[FerdinandFitbit]

Hi everyone! Good to see you in the Community Forums! 🙂

@maz_s, I'm glad to hear that our Support Team is getting your tracker replaced. Hopefully you will not have any problem from now on. 

@jcjewell, you might want to try giving your tracker a restart and see if this helps. 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.

@JeanaZ, I was able to speak with the Support Team and it seems they've replaced your tracker so hopefully we'll have you back on track soon!

Anything else you guys may need, I'm always around!

[Mjb121]

Hi. I am having the exact same problem. I’ve tried everything and can’t get it to work. Can someone give me advise? Do i call them to get a new sensor? 

[NellyG]

@Mjb121 contact Support (link in my signature). There is no repair. If it is broken it will need replacing.

[JeanaZ]

Yes. If you have tried everything, do call them. They are very
accommodating.

[Mjb121]

I tried and they said they couldn’t do it because out of warranty. How do this happen to several people at once around the same time?

Sent from my iPhone

[Maryridge]

I followed your instructions to reset my Fitbit. The green light will not go out. Any other suggestions?

[JeanaZ]

please contact the company

[NellyG]

@Maryridge  As @JeanaZ said - contact Support (link in my signature)

[Mjb121]

Sent from my iPhone