Alta HR showing the green lights even when the heart rate is off

[Vfing]

My Alta HR has a solid green light whether I am wearing it or not. I have turned off the heart rate option and the green light remains solid.  I have attempted to reset the Fitbit with no resolution.  Thr solid green light is very disruptive to my sleep. It is my hope that an update is released soon to correct this issue.

Moderator edit: updated subject for clarity

[MarreFitbit]

Welcome to the Community Forums @Vfing! Thanks for already turning off the heart rate on your Alta HR. 

Please try restarting your device by following these steps. Then, go on your Fitbit app and tap on the icon for your Alta HR. Once you're in the settings, look for the Heart Rate section and change it to Auto. Then, get your tracker to sync to take the changes and afterwards repeat the process and set the heart rate to Off.  

Give this a go and let me know the outcome. 

[Vfing]

Thank you for attempting to help. I went through the steps you indicated and the green lights remain on
Vickie

Sent from Yahoo Mail on Android

[dic_57]

I'm having the same problem: the green lights stay on 24/7, even when I'm not wearing the Fitbit. And consequently, the battery drains completely in a matter of hours.

I've done all the recommended steps to resolve the problem - turning the heart monitor off, rebooting the Fitbit multiple times, turning the heart monitor back to Auto, etc., etc.  Nothing helps.

I've read numerous other people complaining about the same issue, and it appears that Fitbit's response is basically, "Go buy yourself a new Fitbit". If that's the case, it's disappointing. I bought my Alta HR in June 2017, and a product like this should last more than 2 years.

Drew

[KevinMW]

I've been having the same issue.  Solid green light is constantly on and the battery dies within a couple hours.  I've let it die and then recharge without a fix, and reset it many times without a fix.  I never changed any settings so it's always been set to automatic HR

[Cterry7799]

Same problem here. How long has this been going on for you all? It's been just a few days for me. I also noticed there were some recent updates to software. Is there any chance it's related??

[KevinMW]

Just a couple days as well.  Has there been a firmware update as well?

[dic_57]

It started for me this past Friday. Just 3 days ago.

[Lobo6263]

Mine started happening 3 days ago also and I purchased mine Sept 2017

[Vfing]

I do think it is related to the last update. I'm hopeful they will fix the problem in the next update

[Lobo6263]

When will the next update be??

[SunsetRunner]

My symptoms started today. the green lights were bright and solid then stated flashing. I can rest once charged it will go to o battery in about 30 secs. now green lights are just flashing.  no display. I have repeated all troubleshooting steps numerous times. 

[dic_57]

I’ve been communicating with Fitbit support about this. I’ve pointed them repeatedly to this thread and the other similar thread here in the forum. I made them aware that numerous people are reporting the same issue, and all within the last 4 days. I said that it appears to be an issue with the firmware, and not a fault specifically with my Fitbit.

Their response was that my Fitbit is out of warranty but they will give me a 25% discount on a new Fitbit.

I replied and pointed out again that this problem goes beyond my Fitbit. To be honest they don’t seem too interested in looking any deeper at this issue or acknowledging that something is awry.

[Vfing]

I agree that this is a problem experienced by many.  

Come on Fitbit, send out an update fix for this problem. 

[Evilkittyz3]

I opened a chat with support 10 days ago and have been emailing with them.  I've tried all the "fixes" but the lights are solid and extremely bright,  nothing working properly after jumping through all kinds of hoops for them.  I told them I didn't appreciate that they insinuate it's something I'm doing wrong.  Asked directly what they are going to do for me July 25 and no answer. It started with their firmware update on July 5 but they insist that has been resolved. Not for me unfortunately.  My husband is shopping Garmin and other brands,  I'm wondering how many may be shopping for lawyers- there are a LOT of users posting this problem.

[Vfing]

I had the very conversation with my husband this morning...may go to Garmin

Sent from Yahoo Mail on Android

[SunsetRunner]

This is my last Fitbit I have had three if this is how their  customer service is I am done. I could see if I’m the only one having this problem but apparently I am not.

[Lobo6263]

Well they have lost my family and me now

[SunsetRunner]

haven;t had a chance to contacts support, 3rd fitbit in six years, on this last one I purchased the extended warranty, let see what they have to say about that. but if they only last 2 years I am seriously looking to go to a different manufacture.

[dic_57]

The customer support email I received said the same thing as the Twitter message, using the exact same "script". Basically, your product is out of warranty, therefore we will not replace it, but we will give you a 25% discount on a new Fitbit. I wrote back to say that I had already purchased a new Charge 3 on the weekend, via amazon, before I knew that the problem wasn't limited to just my device but that it was widespread. I said that their offer wasn't acceptable, and explained why, and again pointed them to these discussions on their own forum.

They wrote back again and just repeated the same script, verbatim. 

And with that, I'm done. Moving on. I wrote back to them as follows:

"Hello and thanks for the response.

Your repetition of the same bot-like “party line” in every communication (with the exact same wording every time) whether it’s on your Community forum, via Twitter private message, or in these support emails is truly disappointing.  It’s also astounding and disappointing that Fitbit steadfastly refuses to acknowledge a serious issue with your hardware – one that is occurring with many Fitbit users, as evidenced by the multiple users posting about it on your Community forum.

Consequently my Alta HR is going in the garbage, and I have returned my new Charge 3 to Amazon for a refund. I will no longer support Fitbit, and instead I have purchased a Garmin fitness tracker.

If at some point Fitbit sees the light and realizes that your brand is better served by acknowledging and dealing with product flaws instead of ignoring them, please get in touch and let me know. Because as it stands, you’re creating a monster: a disgruntled customer base that will both abandon you and make sure others know how they were treated.  Good luck with that."