Alta HR not working / display won't turn on

[poornima]

Last night my fitbit alta HR just died. I had it fully charged up , I went to look at the steps and it was just completely dead. I tried plugging it into the charger and it didn't vibrate like it usually does. I left it there for a while and nothing happened. I tried restarting it by hitting the reset button 3 times within 8 seconds, multiple times, and I don't even get a vibration. I tried hooking it up to my computer directly and nothing happened. Tried resetting it again. Nothing. Still nothing. I've had this Fitbit for about a year and I'm very disappointed that it's no longer working. I don't know what else to do! Please help!

Moderator edit: subject for clarity

[NYtoPA]

I guess I was lucky this time. I restarted and it has been working.

“This is real love—not that we loved God, but that he loved us and sent his Son as a sacrifice to take away our sins.” ‭‭1 John‬ ‭4:10‬ ‭NLT‬‬

[SunsetRunner]

I just had the same issue. Because I am 5 months out of warranty, Fitbit will only send a discount code for 25% off the purchase of a new one. I’m disappointed with this product and unlikely to buy another from Fitbit. 

[Jttar]

Nor will I.

Sent from my iPhone

[Jttar]

Abs

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[Williamwalter]

The green lights are flashing on the underside but nothing on the front! I
too have done all of the troubleshooting ideas!
William

[Jttar]

Yes faulty product! Very disappointing.

Sent from my iPhone

[LiliyaFitbit]

Welcome to the forums @Williamwalter, @Calveaj , @Fedup45  and @SunsetRunner . It's nice to see you around @Jttar, @NYtoPA , @justme1956 and @Msk001. I am sorry for the delayed response. 

@justme1956, @Williamwalter and @Msk001 thank you for sharing the additional details. I'm sorry to hear about your experience and appreciate your feedback. We're constantly working on improving our devices and user experiences. 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. They will be glad to help in the best possible manner. 

@Calveaj thank you for joining the conversation and sharing your experience and feedback. Our team is always working on improving our devices and user experiences, and your comments are always welcome. I will be glad to assist you further regarding the issue with your device and would like to confirm if you've tried already to restart your device?

@Fedup45 I understand your disappointment as you've loved your tracker. Since you've already tried to resolve the issue,  I've gone ahead and escalated your case to our Support team, for them to take a deeper look at this. Please keep an eye on your inbox for further instructions.

@NYtoPA I am glad to hear your tracker has been working after doing a restart. I appreciate your participation in the Forums!

@SunsetRunner thank you for sharing your experience with Customer Support. I am sure they tried to help you in the best possible manner, each case is reviewed individually and a solution that's being provided is based on the Fitbit Warranty. I appreciate your understanding and hope to keep you in the Fitbit family.

@Jttar thank you for your participation in the Forums. I appreciate your time and feedback. 

I'll be around if you need further assistance.

[Calveaj]

Of course I’ve restarted it, I’ve done all of the troubleshooting. Charged it until it’s full and it still turns off after 15 minutes. Like 5 times.  I’ve had it just over a year, so conveniently there won’t be warranty assistance for me either. There are enough other people having the same exact issue at the same exact time that it’s too much to be a coincidence. Either the company cares that it actually provides a quality product and backs that up or it doesn’t, unfortunately seems like it’s the latter for Fitbit. 

[LiliyaFitbit]

@Calveaj thank you for your reply. 

I appreciate your troubleshooting efforts and your feedback as this helps us to keep improving. Since the issue persists, I'll send your case to our Support team so they can investigate further and review your warranty options. You will receive an email from them soon. 

Feel free to reach out if you have any other questions.

[NYtoPA]

This is really a shame.  I never expected to hear of so many people having the exact same issue, all around the one year mark.  So far my re-start has worked, but now I won't be surprised if it happens again, and  I won't be surprised if it stops working altogether.  I won't go for a third Fitbit, that's for sure.

[Jttar]

I totally agree. I keep getting responses to advise me to work with tech support. The only option they have is a 25 % discount on a new Fitbit. This is a problem that should be fixed.

Sent from my iPad

[Jttar]

Nor will I. Don't know how much clearer this could be. Too many people having the same problem.

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[LiliyaFitbit]

Thank you for your replies @NYtoPA and @Jttar.

@NYtoPA I understand your concern and appreciate your feedback. I am glad to hear your tracker is working after the restart. I hope you continue enjoying your device without any issues and reaching your health and wellness goals.

@Jttar thank you for your feedback. We're constantly working on improving our devices and user experiences and hope to keep you in the Fitbit family.

If you have any questions, feel free to let me know.

[NYtoPA]

Well, it stopped working again today. It restarted after several attempts. I don’t have a good feeling about it continuing to work though

God is good . . .all the time!

[LizzyFitbit]

Hi @NYtoPA, I'm glad to hear from you and I'm sorry for the delay in my response.

Thanks for letting me know that your Alta HR is now working correctly. I understand your position and please keep an eye on your device on the next days. If you notice anything unusual, let me know so I can work on this with you.

I couldn't agree more, God is good all the time! Have a blessed week.

See you around.

[NYtoPA]

Well, it is kind of working. Almost every day it goes black again. I have to do the restart with the button on the recharge cable. Sometimes it takes many tries. I just have a feeling that one day soon it won’t work at all. It is just over one year old

God is good . . .all the time!

[Jttar]

Good luck! Mine never came back.

Sent from my iPhone

[NYtoPA]

Yeah, that's what I am expecting after a few more tries.  I really like having a tracker, but I won't buy FitBit #3.  

[Jttar]

Nor will I

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[Fedup45]

I gave up and bought a Garmin!!