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

[RicardoFitbit]

Hello again @malibuman67, thanks for your reply. My apologies for the delay responding your post.

Thank you for the feedback provided, I totally understand your situation and that you're not interested in a discount code towards the purchase of another device. Please note that our Customer Support team refers to our warranty policies to move forward, therefore, I recommend you to check them in full and contact them back if you have any additional questions regarding the conclusion of your case.

See you around.

[Pintopaula]

Hi! I am having the same issue and have tried all of the above. Any other suggested tips? 

[RicardoFitbit]

Hello @Pintopaula welcome to the Community Forums! 

Thanks for taking in consideration the information that was previously posted on this thread. I was informed by our Support team that they already provided you assistance with your Alta HR device and this specific situation. That said, I recommend you to contact them back if you need more information and details about the resolution that was provided by them.

I'll be here if you need anything else. 

[JustMeJustYou]

Not much help, acted like he didn't know about the issue at all. Other posts indicate Fitbit is aware of the issue but it's obvious not doing anything about it (Alta is being discontinued,  hmmm).  Offered 25% off selected products (either unavailable...Alta HR black... or items I'm not interested in...watch). I had no issues with my Alra HR for 19 months then BAM, charge wouldn't hold. Sent from my Verizon, Samsung Galaxy smartphone

[Pintopaula]

Exact same response. And that was the last Fitbit I will ever own.

[milasmom]

Same thing just happened to me - I was offered a 50% discount, but I don't want to invest in a product that could stop working properly a minute after warranty ends.

[malibuman67]

I would expect nothing more from the company.  They appear to be taking a firm stand that the issue is not worthy of anything more than a discount on another of their products.  Since I am restricted on what I can mention here, I will simply say that you should consider taking whatever future/additional steps you think are appropriate.

[rmsanjose]

Ran into this exact same issue after 14 months.  Fitbit Support said that because the device wasn't within the 12 month warranty that they could give me 25% off my next purchase.  Very disappointing response given how many people are having this problem.

[RicardoFitbit]

Hello guys! It's a pleasure to continue providing assistance with your Alta HR devices and the diffiuclties that were experienced, my sincere apologies for the delay in responding. Welcome aboard @milasmom @Pintopaula  and @rmsanjose. Nice to see you again @JustMeJustYou and @malibuman67. 

Thanks for sharing your thoughts and experiences with the assistance that was provided by our Customer Support team regarding this situation. Please take in consideration that when it comes to a warranty-related procedure, they refer to our warranty policies to move forward, therefore, I suggest you guys to check them out here. The feedback that was provided in this thread is appreciated, note that we are always striving to improve the Fitbit experience with our products and services. 

For the ones who received assistance from our Support team, I recommend to contact them again if any additional questions are still unresolved about the outcome of each of your cases. 

I'll be around.

[jamajam]

I'm having the exact same problem.  Suddenly the green lights stay on and it will no longer hold a charge longer than a couple hours, rendering it useless.  I've only owned the Alta for just over a year, so it appears to be out of warranty.  If Fitbit will not stand behind their product failures, I will have to look elsewhere.

[dic_57]

@jamajam The constant green light issue also happened to me. I've learned that if your Fitbit is out of warranty, and even if the issue seems to be widespread and is a design flaw or firmware problem (such as the one you're describing), Fitbit customer support will never acknowledge that there is a problem, and they will never veer from the standard script: "sorry, it's out of warranty, but we will give you 25% off the price of a new Fitbit."

Yes, you are best to look elsewhere - preferably at a company that makes reliable hardware and that actually provides customer service. I switched to Garmin.

[RicardoFitbit]

Hello! Welcome to the Community Forums @jamajam. Thanks for your post @dic_57. My sincere apologies for the delay in replying to your posts.  

@jamajam Thanks for sharing your experience with us. To better assist you with this, can you please let me know if you already tried restarting your device? Please check: How do I restart my Fitbit device? to do so. 

@dic_57 Thank you for taking the time to share your personal experience and thoughts with us, your feedback is well appreciated. Don't hesitate to contact me back if you need anything else, I'll be around.

Keep me posted.

[malibuman67]

Just for the record, I rebooted mine several times and it did absolutely nothing to fix this issue.  It is a hardware and/or firmware issue that rebooting a thousand times will not fix.

[Lizzie110]

You were offered 50% discount? How come the rest of us were only offered a 25% discount for the same hardware malfunction?

[RicardoFitbit]

Hey @malibuman67 thanks for your post. Welcome to the Community Forums @Lizzie110, sorry for the delay in responding both of your post.

@malibuman67 I appreciate your effort and patience troubleshooting this with the restart process that was previously posted, I'm sorry to know that such procedure didn't resolve your concern, however, since our Support team already provided you with assistance, please refer to the information that was provided by them. Also, you can contact them back for more information and details of the outcome of your case. Same for you @Lizzie110, they refer to our warranty policies when it comes to a warranty-related process, therefore, please review our policies here.   

I'll be around.

[Happy12Scott]

This has happened to mine too, I’ve tried all of the actions to get it working properly but to no avail! Called Fitbit who advised as the heart monitor still works there is nothing they can do....it doesn’t seem to matter that the battery only lasts a day and I’ve a bright green light on arm!!! Fitbits solution...I can purchase a new watch with 25% discount....don’t think so if they only last 2 years!! I will try a different make thank you!! 😡

[RicardoFitbit]

Hello @Happy12Scott, welcome aboard and thanks for bringing this to my attention.

Thanks for sharing your thoughts and personal experience with your Alta HR and the inconvenience you experienced. Since you already contacted our Customer Support team regarding this situation, I recommend you to contact them back if you have any additional questions about the outcome of your case. You can also refer to our warranty policies for a better understanding of the information they provided to you.

Don't hesitate to contact me back if you need anything else.

[TriciaSt]

The green lights on my Alta HR are on constantly. I have rebooted my device by plugging it into the charger and tapping the button on the cord 3 times. My Alta rebooted but the lights are staying on. Any advice would be appreciated. Thank you

[Tamashar]

I had the same issue and finally fixed it today. Take the edge of your shirt or another soft, clean fabric and aggressively clean the gold square between the two lights with your fingernail or similar small object. I just gave the sensor a little rubbing and the lights went back to their normal state. You might notice the lights brighten again in small spurts while you do it, but I think they might brighten if the sensor is dirty to get a better reading.

Hope this works for you!

[SunsetRunner]

Hello, well this is my big chuckle for the day that I am not alone on this constant very bright green light and the fact that when I still tried to wear it...it got warm.  Fitbit CS can keep talking 'out of warranty', but this is a flaw that is serious, but just go buy another Fitbit product they say instead of taking care of the issue and getting positive feedback and talking up Fitbit for making it right.  I will walk away and will never say anything positive about Fitbit.  I know I am only one person, but I talk loud.  Disappointed.