Alta keeps turning off although fully charged

[Amy071484]

I keep fully charging my Alta and it keeps turning off within minutes or occasionally it will last about an hour.  Even though it's fully charged, when I tap it, nothing happens and I have to plug it back into the charger to get it to turn back on.  I have only had the device for about 4 months so I am disappointed to be having an issue like this.

[amysant]

I am going to be watching how this plays out for everyone.  I have had the same problem with my Alta for months.  I bought it to replace the One, which I lost.  (I LOVE the One, and was extremely bummed it was discontinued.)  I suffered along with the Alta, having to reconnect it to my computer all the time to get it to turn back on, even though it was charged. I have cleaned the connectors, done multiple resets, only to have it work for a short while and then start freezing again. It was completely undependable. I finally bought a Charge 3 yesterday, hoping it will work better.  The Alta has a nice, slim, profile, but seems to have many problems.  It's sitting in the drawer right now.

[Kaci3d]

My case was sent to customer service, I'm now being sent a replacement.

[SunsetRunner]

Hello again @Kaci3d 

I’m sorry your Fitbit had to be replaced but I’m excited your getting another one and you’ll be up and running again soon 😃 Happy Stepping! 

[Kaci3d]

Here's hoping.  This is the second fitbit product in less than a year I've had issues with.  I'm not very optimistic.

[KTurpin]

I’ve had the same issue with my Alta as well.  The only difference is that it didn’t start doing this until five months after my 1 year warranty was up.  I performed multiple reset attempts before contacting customer service only to be told that the warranty expired in June, and that the company would email me a 25% coupon to purchase a new product.  This is extremely disappointing as a quick search of this issue demonstrates that people have been having this exact issue with the Alta since 2016.  Apparently, if you’ve recently bought your Alta, you can get a replacement, but if it has been longer than a year, you’re just out of luck!

[Kaci3d]

That's horrible!  And horrible customer service.  I'm sorry you had to deal with that.

[SunsetRunner]

Hello and welcome @KTurpin 

Im sorry your disappointed in a 25% discount to be applied to a new product. The warranty information can be read here and is quite clear in the coverage of being one year: https://help.fitbit.com/articles/en_US/Help_article/1126/?q=Warranty&l=en_US&fs=Search&pn=1 

and here: https://www.fitbit.com/legal/returns-and-warranty

With that said I think it was a kind gesture to offer a discount and I hope you enjoy your new Fitbit Tracker if you choose to purchase one. Good luck to you. 

[Westies4Me]

Hi - I just cleaned the charge contacts (alcohol with cotton swab) and so
far, mine hasn't stopped. Hoping this may be a fix. Have your tried
cleaning the contacts?

--
Have a great day!
Diane

[SunsetRunner]

I’m happy your Alta is running again @Westies4Me! 😃 Awesome 

[KTurpin]

Thanks, Diane!  I will give it a try!

[Westies4Me]

Well too good to be true.  I cleaned the charging contacts on Monday, took it off last night, it was working, when I put it on this morning....DEAD!  I connected the charger, battery is at 40%...so not a dead battery!  So, still frustrated....two Altas that do not work.  Guess its time to switch brands.

[Westies4Me]

Not anymore.  It stopped overnight.  😞  Had 40% battery life when I plugged it in.  i am beginning to think it's a software issue.  I have mine syncing with Samsung Galaxy S8.  Too many people are having the same issue.  Especially since my older one was working fine until this summer.  

[NarkedOff]

I'm getting the same thing happening - it was my OH's but she never took it out of the box so it's as new. What is additionally frustrating is I use it as a watch too. It seems to me that the product is not fit for purpose.

[KTurpin]

I’m sorry to hear that!  I cleaned my contacts with alcohol and a q-tip last night, but mine only stayed on for fifteen minutes before turning off.  Even though the company “generously” offered me 25% off on a new product, I’ve opted to switch to a competitor because when I buy a product like this, I intend for it to work for longer than a year (or 18 months to be exact).  Best of luck to you!  

[Westies4Me]

I totally agree!! I am going to look at the vivofit.

Sent from Diane's Samsung S8

[NCwalker]

I also have the same problem. It seemed to start with the new update; therefore, with that info and with so many others having this problem, it appears to be a software problem, which Fitbit should fix. This is so frustrating. I have done all the suggestions that Fitbit has told us, but to no avail. Please fix this problem, Fitbit, or you will most likely lose a lot of customers, including me.

[KristySews]

Mine worked fine for about two years and now suddenly has problems. It charges seemingly full according to the screen but dies after less than 24 hours use. The app on my phone says the battery is 40% charged no matter what but it will suddenly start sending notifications to my I-phone that the battery is low and then it dies! It is way past warranty. Not sure I want to spend money on another one!  Also the restart button everyone keeps pointing out does not exist on my charging cable! Maybe I will just go back to using my basic old Fitbit Zip. Very reliable and just needs a new battery every few months.  A battery I can replace myself!  

[KristySews]

You are right!  It did start to go wonky after the latest IOS update! I am considering going back to my reliable old Zip and forgetting these expensive things! Maybe I will try a different brand! 

[KristySews]

I noticed a lot of people saying battery shows at 40%. Mine does this too even after the watch suddenly stops. I put it on the charger and it works for a day or two then suddenly stops but the app still says 40%! Getting pretty ticked off! 

[KristySews]

I m having the same problem with my 'vintage' Alta. It worked fine until the recent software updates. Not going to spend that much money on a product that isn't fully supported!! I might just go back to my inexpensive but reliable old Zip!  If Fitbit wants to sell high end fitness watches they need to back up thier product better!