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

[glasser]

I have been having the same problem - it just started 2 days ago.  I turned off all notifications and it stopped - but now when I turn my wrist my Fitbit info doesn't appear unless is tap it several times.  

[NellyG]

@glasser check in the app to see that quick view is still turned on.

[Jena10251]

Hello, I am having this exact problem also and tried all of the recommendations but it is still staying on. Could you help me with my next step? 

[LibbyT31]

I'm having the same problem and since I'm out of warranty they could only offer 25% off my next purchase.  Has anyone else out of warranty gotten a different response, since this looks like an ongoing problem?  

[Mjb121]

Nope they don’t care about our problems or customers. I tried and that’s the best they could do. It’s my second Fitbit with problems (different models). Won’t be buying their products again.

Sent from my iPhone

[Ianina]

I have the same problem with my Alta HR. Green lights are constantly On. Restart does not help. Setting Heart Rate to Off and sync after does not help. I tried many times. Waiting now for response from Support. It looses charge in less than 24 hours.

It was a gift so I do not know if they replace it, hopefully they do.

The problem started after I charged it once. Green lights were Off even though they should blink, after the restart they become On all the time. Not sure what can I do to prevent this from happening again if I get a replacement.

[LibbyT31]

Thanks for the reply @Ianina - Sounds like if you're still within your 1-year warranty then you should be fine and will most likely get a replacement.  I unfortunately am not under warranty anymore, so am only offered 25% off another purchase, but after seeing quite a few people having the same issues with their products I don't know if I'll be making another purchase from fitbit. 

[Ianina]

Oh, my Fitbit is also more than 1 year old. Actually after the battery totally died, green lights were back to normal, started blinking like before. It worked like a hard-reset for it. Bad luck for me, now Support will reject my case, since it got fixed by itself temporarily. Anyway battery dies now 2 times faster than before and I am not happy with it. If they offer me 25% discount, I am not sure... It makes sense to consider other options.

[LibbyT31]

Oh that's too bad.  I also tried to drain the battery and leave it uncharged for a few days to hopefully reset it, but the lights are still on.  My battery doesn't seem to be draining as fast though, so I guess that's a good thing? 

[Ianina]

Yeah, I think there is a hope. For me after it had lost all its charge, the lights were off, and after charging it they went back to normal. Anyway it is hard to rely on it. Next time it looses charge completely, lights can again be On all the time again or Off regardless of the desired setting. A bit unreliable.

[RicardoFitbit]

Hello guys! I'm here to provide assistance with your difficulties, my apologies for the delay in responding. I'd like to first give both of you a warm welcome to our Community Forums @LibbyT31 @Ianina.

Our Support team informed me that they already provided assistance with the situation you were experiencing just as stated on your posts. That said, I recommend to contact them back if any additional questions in regards their resolution are still unresolved. Please take in consideration that they refer to our warranty policies to move forward with any warranty-related process in case our troubleshooting steps are attempted with no avail. 

Let me know if you have any additional questions, I'll be here. 

[JeanaZ]

Why does this keep showing up. You folks took care of me and this situation
a year ago! Please remove this post.

[RCJ]

Good evening.  I am having the same issue with mine as well.  This just started yesterday for me.  I've tried all the solutions provided (ie - reset, let drain and then recharge, delete app and then add back, etc.) with no resolution.  I agree that I am beginning to be very disappointed with my fitbit.  I had issues with my flex. 

This alta was a gift from my husband to replace my flex.  I guess I will have to contact Fitbit directly.  It is nice to know that I am not the only one having the issue.  FYI - mine is out of warranty as well.  Wonder if this is going to be a continue trend that these trackers only begin to have issues after 1 yr. 

Moderator edit: Format 

[JeanaZ]

Alta took care of me a year ago. If your product is less than one year old,
they’ll probably take care of you too.

[RicardoFitbit]

Hello @JeanaZ and @RCJ thanks for your posts, it's nice to see both of you participating again in the Community Forums, I'm here to give a hand with your difficulties. My apologies for the delayed reply.

@JeanaZ Thanks for your suggestions. If you don't want to keep getting emails about this thread, please unsubscribe by going to the upper right corner of the thread, clicking on the gear icon and choosing the option "Unsubscribe". Don't hesitate to contact me back if you need anything else.

@RCJ I'd like to appreciate your effort and patience troubleshooting this matter prior posting. Just as your post stated, I was informed by our Customer Support team that they're already providing you with assistance regarding this situation. That said, since they're already helping you with this matter I recommend you to contact them back if you have any additional questions or want more information. Don't hesitate to contact me back if you need anything else too.

See you around.

[malibuman67]

I am having the exact same issue with my Fitbit Alta HR but, when I reached out to Customer Support, there answer was that, despite being an internal hardware problem on the tracker itself, it would not be covered as the device is older than 1 year.  All they would offer me was a 25% discount on a replacement.  I am not sure why I should have to pay ANYTHING to replace a piece of defective hardware.  I am disappointed with how this was handled.

[Mjb121]

I agree. That’s how they were with me too. It’s ridiculous. It’s obviously their problem with the Fitbit’s by the number of people having the same issue. Why would anyone buy another fitbit even with 25% off?

Sent from my iPhone

[JustMeJustYou]

So, I've had my Alta HR for over a year, just today low battery warning...whaat? I just charged it yesterday.  Noticed constant lights when I went to charge it. Saw these posts. Called Customer Service. Rep ran through all troubleshooting procedures to no avail. All he can offer is 25% off another Futbit (no surprise). Told him I will do research on other devices, thus us my third Fitbit, second one with major problems after warranty expired.  Most likely won't be purchasing a fourth Fitbit. 

[RicardoFitbit]

Hello guys! I'm here to continue assisting, sorry for the delay in responding your posts. Welcome aboard @malibuman67 and @JustMeJustYou. It's nice to see you again participating @Mjb121.

We would like to let you know that Fitbit is always striving to improve our users Fitbit experience with our products and services. We appreciate all of the input we receive from our customers, users and Community Forums because this information help us to evaluate our procedures as a reference. Thank you for the feedback and your patience with this situation. I recommend you to contact them back if you have any additional questions regarding the resolution that was provided. Also, please check our warranty policies here. 

I'll be here if you need anything else. 

[malibuman67]

I agree that it is a "situation."  However, a manufacturing (hardware) flaw should not really be a warranty issue.  The company should stand by the products it builds and, if they are flawed due to faulty hardware, should fully address the issue.  A small discount on another potentially faulty piece of hardware is not really a solution of any kind.