Alta HR unresponsive

[Garrettssimpson]

I’m unable to reset, charge, or basically use my Alta HR. This occurred this afternoon sometime. It didn’t get wet or anything. 

Is there another manner to “reboot” the device?

[MarreFitbit]

Welcome to the Community Forums @Garrettssimpson! Thanks for restarting and charging your Alta HR in order to solve the issue. 

Since your device is still unresponsive, I've created a support case on your behalf - you should soon receive an email from Customer Support at the email you used to register with the Community forums. If you have any questions, don't hesitate to let me know. 

[Hyurban]

I am having the exact same issue. It showed a very low battery warning - but not in the app nor did I receive the low battery warning email and then within minutes just went completely blank

im not finding any ideas on what to do online .....

[MarreFitbit]

Welcome on board @Hyurban! Thanks for letting me know about your Alta HR's behavior. 

I'd recommend to restart your device by following these steps.

If your Alta HR is still unresponsive, take a look at the help article: Why isn't my battery charging? and follow the instructions provide there. Make sure to fully charge it for 2 hours to see if something appears on the screen after that period of time. 

We recommend to charge your trackers via the USB port over a wall adapter. However, it is also possible to charge your Fitbit tracker with a UL certified wall adapter. What may actually cause damage to the tracker's battery (either on a computer or a wall adapter) is the charging time, which if excessive over time may damage the battery and therefore cause quick battery drain or prevent the tracker from charging at all. 

Tips to best charge Fitbit trackers are:

• Use only genuine Fitbit charging cables
• Use only UL-certified wall chargers
• Avoid USB battery packs
• Charge at room temperature

For charging purposes, your charging cable can be plugged into any USB power source, including but not limited to:

• A computer
• A Wall A/C to USB adapter, commonly found with smartphones
• A DC to USB adapter (vehicle power port)

Let me know the outcome, I'll be around. 

[Garrettssimpson]

Hi
So I tried to reset and had my Alta connected via usb to a computer for over two hours in order to get a charge. None had worked yet.

What other options are there? The screen is blank, no vibration when attached to charger

Sent from my iPhone

[Rachc77]

I am having the exact same issues - no warnings that the battery was low then when it did charge, it was cycling through all the screens (by itself) until the battery ran out again over night. Cannot get it to charge this morning.

[MarreFitbit]

Hey there @Garrettssimpson, thanks for coming back! As mentioned in my first post, I created a Support Team. Please check your inbox if you haven't done so, they already replied to you. 

Hello there @Rachc77, thanks for reporting your  Alta HR's behavior. I was about to create a support case on your behalf, but I've seen you contacted our Support Team after posting here. Please keep an eye on you inbox, someone will in contact with you shortly. 

Let me know if you have any questions present. 

[lindaallen]

My Alta HR stopped working completely. Cannot get it to come on at all. Have cleaned the charging terminals and have tried to turn off and on but completely dead

[Garrettssimpson]

Same for me. I’ve been doing as told by customer service but I cannot get the device to turn on.

Sent from my iPhone

[mmrausch]

My Alta HR also stopped working sometime today. I didn't notice it until around 5pm. I'm away from home and didn't bring my charger with me so I can't charge or restart it for the next 2 days, but it had a mostly full battery yesterday afternoon noon.

[PurpleT]

I am also having the exact problem.  Just noticed that my Fitbit has gone completely blank!  Even though, I had over half battery life left in it.  No warning whatsoever.  What can I do?

[CJGV]

Mine is also unresponsive. Started over the weekend.  Charged multiple times tries to reset using the charging cable. But will not stay on or sync.

[AlejandraFitbit]

Hey guys, I hope you are doing fine.

I am sorry for the delay in respond and appreciate all the efforts in trying to fix this turning on issue.

@lindaallen, @PurpleT and @mmrausch, have you tried the restart process? If you haven't, I recommend restarting the devices by following the instructions provided in the help article: How do I restart my Fitbit device?.

@Garrettssimpson, since there was a case created for you, I suggest keeping in touch with our support team. I know they will be glad to help you out and provide you a solution.

@CJGV, 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.

In the meantime, let me know if you need anything else. 

[TrishaLohman]

Apparently I am having the same issues as everyone else. My fitbit synced fine this morning. I tried to check the time after lunch and nothing showed up on the screen. I put it on the charger and the time finally popped up but was 30 minutes slow. I have moved the charger to the computer and have tried restarting it but it won't vibrate so I have no idea what it is doing. It won't sync to my phone but apparently did to my computer. Although I did not look to see if that is correct in the last 2 hours since the phone sync. 

[Crk147]

I’ve had the Alta about a year, always worked great. Went to the mountains where I didn’t bring the charger and it died although the battery should’ve been fine. Left alone for days until we got home and it appears it didn’t charge  when plugged in overnight.  I was able to see a circle icon on the screen which prompted me to reset up. So I did, thought all was well but dead again on my wrist when I checked later. Now it’s been charging all night and no activity at all, no vibe when plugged in. I tried to push the button 3 times but nothing happened. Hubby has the same one and his is  fine so it’s not the charger. Thanks for any help! 

[lindaallen]

I have tried everything and nothing has worked. It is completely
unresponsive.

[RevMimi]

I am late but I had a similar situation - The customer support rep told me to clean the device. And I saw the lights at the back of the Alta HR light up even the screen was still unresponsive and she said that's a great sign. 

Here are the details of the cleaning process: Use a toothbrush to dip into Rubbing Alcohol and gently clean the pins on the back of the Alta, next take a cotton swab with Rubbing Alcohol and gently clean the pins on the charging port. Dry with a clean cloth and plug it into a different USB port. Give it an hour or two to charge! 

I will update this response if the Fitbit actually turns back on!