Alta not responding once unplugged

[Tali24]

I've had my fitbit for maybe 3 years now and it stopped working about a year ago. I tried fixing it back then but just came across it again and thought i'd give it another go. 

It works perfectly fine when plugged in. Tapping the screen works. Even works when unplugged while the screen is still on from the charge but as soon as the screen turns off it doesn't turn on again. 

I have tried the reset with a computer, I have tried syncing and fully charging it. It stopped working randomly. Had been working fine one day put it onto charge one night and it just stopped working. 

My sister's did the exact same thing around the same time and so did a friends. (Fit bits weren't made to last past 2 years??)

Any other successful stories to fix it or is it just bin material and an excuse to buy an apple watch?! 

Thank you to anyone who is able to help :)!

Moderator edit: subject updated for clarity 

[Jilldcrawford]

I'm also having this problem.

[jumana_30]

I’m having the exact same problem! I can see everything on the screen while plugged into the charger but when I take it off the screen is blank?  I can’t get it to turn on?

[DavideFitbit]

Hi everyone, sorry for the late response, and welcome to all the new users in the Community forums. 

Thank you for all the details that you've provided and confirming that you already tried a few troubleshooting steps. 

@jacquelyn.nguye @KunalKatre, I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon. Keep an eye on your inbox.   

@KunalKatre @KrisDee , 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 or that you already got in touch with them. Let me know if you received a reply from them.

@Jilldcrawford @jumana_30, before considering other options, could you please confirm if you already tried the restart procedure as described in this article?  

Please keep me posted. 

[keishat70]

I am having the same issue

[Aishafain]

Don't worry about me, I already got a new one from tech support and it's working fine

[Yassine]

Hi,

My fitbit Alta is not working properly.  When I am unplugged from the charger it goes black and is unresponsive, yet I have a full battery.  It seems like many people have experienced this and have been sent replacements.  I would like the same, since clearly this is a common glitch.  Thank you!

[KrisDee]

@DavideFitbit 

Hi Davide, 

After I had help from customer support it did work for again for maybe 4 days then died 20mins in on a 2hr walk with 69% battery level - absolutely gutted as I was doing a challenge that enabled me to get $$ off my power bill here in NZ!

Gave up and purchased a new fitbit because the likelihood of Fitbit replacing my 2yo Alta would be slim to none.....

[JM515]

My Alta will not stay on once unplugged. It works great when plugged in and then I take it off charger and it turns off a minute later and won’t come back on even though the battery is fully charged. I have tried unpairing it from Bluetooth, resetting it, and checking for updates. Nothing has helped. What can I do to get this problem solved? 

[Kmoreno88]

I am having the same issue! I have reset it a few times. However, my Alta is at least 3 years old 😞 

what can I do? Do I have to buy a new one and I’m just out of luck? 

[gremus]

Have received numerous posts from people with the same problem as my alta.
Still waiting to hear from fitbit and what they intend to do about this.

[Kimmy3233]

Mine too!  It’s brand new out of the box today.  Won’t turn on unless it’s charging.  Please help.

[TMarie643]

I am also having the same issue with my Alta. It will charge fine and bring up the screen when on the charger, but once unplugged the screen no longer works and it will not sync. I have tried resetting it but unfortunately it didn’t work. 

Moderator edit: formato

[gremus]

Noticed this weekend that even though the Dashboard says my Alta is synced and fully charged, the fitbit itself indicates it is still charging. (I'm beginning to suspect a faulty battery which does not appear to be user replaceable.) Does fitbit intend to do anything about this problem or do they hope all of us will get tired of complaining and just go away?

[Kimmy3233]

So frustrated!  New Fitbit Alta won’t work!

[SunsetRunner]

Hello, @DavideFitbit I have the exact same issue as everyone else in this thread. When I unplug my Alta from the charger and the screen goes blank, it won't come back on. When I plug it into the charger, sometimes it doesn't give the normal vibration that indicates it's connecting. When this happens, the Fitbit logo comes on the screen followed by numbers. Then it appears to be charging, but again won't stay on when I disconnect from the charger. I have gone through the steps of resetting it per the article you linked in one of your posts, but this doesn't work either. Can I send it back to you guys to be repaired? I have only had this for a little over a year and can't believe that it has already stopped working. I didn't have any excessive wear and tear on it. Please help, thank you!

[DavideFitbit]

Hi everyone, sorry for the late response, and welcome to the new users in the Community. 

@keishat70 @Yassine @JM515 @Kmore88 @gremus @Kimmy3233 ,  I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon. Keep an eye on your inbox. 

That's great news, thank you for the update @Aishafain.  

Thank you for all the details that you've provided, and welcome to all the new users in the forums. 

@TMarie643 @SunsetRunner, 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 or that you already got in touch with them. 

Let me know about te outcome. 

[kayjayne]

@DavideFitbit 

I'm having the exact same issue that the OP describes. I've tried restarting it and it appears that all will be well until the screen goes dark after unplugging it. Then I can't get the screen to respond again. Not sure what else to do

[Carla92]

So, from what I'm reading this is just a thing that regularly happens when Fitbits get older? 
I'm super annoyed as I rely on my Fitbit for my alarms and everything. It was working just fine. I took it off to shower and now I'm having the same problems as everyone else here. My Alta works just fine while plugged in and even when unplugged if the screen is still lit up. As soon as it turns off, it becomes unresponsive.
From what I've read people were just sent a new one, but I'm not expecting to be sent a replacement for a Fitbit that is 4 years old, so what's a solution for me? Buy a new one and have it happen again in a couple years? Most likely I'll just have to move over to a different brand if this is a normal occurrence.

I would still love to hear an explanation as to why this happens? 

Thanks in advance

[SunsetRunner]

What's the solution?!

[Ironmom715]

I have the exact same problem. My Alta responds perfectly when plugged in on the charger but goes dark when taken off the charger and won’t do anything.  This apparently is a known problem. Very upsetting!!!  Has anyone found a solution for this problem?