Alta Shutting Down with 75% Battery Still Remaining

[j_mno]

I have a Fitbit Alta that I hadn't been using in a couple months as I had been using my Flex 2 instead (doing a lot of swimming so it was just easier to use that one). Now that I have tried using it again it keeps shutting down on me, happening at least once a day. It is usually around 3/4 battery life remaining when it shuts down so it doesn't appear to be a battery life issue specifically. The only way to turn it back on is to connect it to the charger again (where it still shows that around 75% of the battery power is there).

I have tried a restart using the charger and no success. Also left it charging overnight in case it was some sort of a false charge but no luck there either, maybe lasted a bit longer that day but then still shut down randomly at one point. Has anyone had a similar situation and been able to fix it?

[Judy07]

I am having the exact same problem.  I have synched up my Fitbit at least a hundred times. I have to charge it in the morning and it may or may not stay on while I exercise. Then when I take it off to shower it shuts down and also often loses my steps. In order to get it going I have to put it on the charger.  I get diamond, code 21.40.12 and the battery shows about 75% full. It may or may not do it again during the day but it definitely will do it againthe next morning. I am very frustrated as this is the same issue that forced me to buy a new Fitbit. Now I see that it has been a known issue for years

[Shastasunset]

I have had mine for 4 months now and it just started to same exact thing as yours.Don't know what to do.?

[Judy07]

No. I am trying to get to the service area to get some answers

Sent from my iPhone

[Rich_Laue]

@j_mno since you say that your Alta was sitting for a few months, during this time was the Alta periodically charged. A dead battery will start to self destruct and may be the cause of the battery failure.

@Judy07 if your looking for Fitbit support, I suggest http://contact.Fitbit com you will also see the link in the top right slide out menu.

Currently we are in the community board where people are help from their fellow Fitbit users.

[Judy07]

I didn’t mean to give the impression that my Fitbit has ever sat even a day without being used. I still wear it every day even though it shuts down on its own almost every day

[Judy07]

Thanks. I will try that

Sent from my iPhone

[j_mno]

Yes, it was still in use periodically as my son wore it sometimes until I purchased him an Ace of his own recently. So it was being charged on occasion as we would do “step challenges” against each other. Do you know how to contact customer service in regards to a warranty claim? It seems like many others are having a similar issue without a way to DIY solve it. But I haven’t been successful in finding an email address, etc to contact.

[vle045]

I’ve had the same issue lately but now a new issue.  It reset my step count!   Earlier, it said 1545.   Later, it said 634.  Um. How did I go backward? 

[DavideFitbit]

Hello @j_mno, welcome to the Community forums, thank you for sharing that you already tried the restart procedure and other troubleshooting steps to try to resolve this. I've sent your information to the Customer Support team for further assistance, so you should be getting a reply very soon. 

It's good to see you around in the forums as well @Judy07, @Shastasunset, could you please also confirm if you already tried the steps mentioned here to complete a restart? 

@vle045, I've sent your information to Support, but I was informed that you already got in touch with them for further assistance. I hope everything goes well. 

Keep me posted. 

[PETAMI]

Hello! I have the same issue as @j_mno . Restart did not help. Could someone please help me? Thanks in advance!

[SkullBurner]

I have a similar issue. I got my Alta around two years ago, and I didn't use it for a period of 5-8 months. From how I see this, I don't think there's a fix currently available.

[DavideFitbit]

Hi @PETAMI, welcome to the Fitbit Community forums. Sorry for the late response. 

Thank you for confirming that you already tried to restart the device. 

I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon.

Thank you for sharing your experience with this as well @SkullBurner, I've sent your information to the Customer Support team for further assistance with this, but was informed that you already have a case created with them. Keep an eye on your inbox. 

Keep me posted.

[Tech_life]

I have the same issue as you, what additional information did you receive by chance?

[Jiggle88]

I am having the same issue. How do I get this fixed?

[DavideFitbit]

Hi @Tech_life @Jiggle88, sorry for the late response. 

Thank you for sharing that you've been experiencing the same inconvenience with the Alta that is only responding when connected to the charger.  

Before considering other options, could you please also confirm if you already tried the steps mentioned here to complete a restart: How do I restart my Fitbit device? This has been useful for other users having trouble with the display. 

Or let me know if you've also tried any other troubleshooting steps. 

Keep me posted. 

[Tech_life]

Hello @DavideFitbit,
Yes I have tried the restart procedures. The fitbit was working correctly for less the a week then did it again. I did the reset again and it happened again within a few days.
Thanks for the help...

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[DavideFitbit]

Hello @Tech_life, sorry for the late response. 

Thank you for your reply and confirming that you already tried all the restart procedure. 

I've gone ahead and sent your information to the Customer Support team for further assistance with this as well, so you should be getting a reply soon. Please keep an eye on your inbox. 

Let me know about te outcome. 

[AnxiousDragon]

I've tried restarting also, but this happens to me too.

[Jiggle88]

I did try restarting and that didn’t work.