Alta overheated and died

[Jess333]

My Alta is relatively new, I've only had it for less than a month now. Whilst wearing it, it started to overheat, so much so that it gave a burning sensation against my skin. I had to take it off and it cooled down after about 5-10 minutes. However, it won't turn on now, I've tried to charge it too but it looks like it has died completely. Is there anything I can do?

[SunsetRunner]

I recomend contacting Fitbit Support. They may be able to help.

[Mcore]

Hello @Jess333. Thank you for joining the community and reporting this unusual issue. Were you able to contact customer support like @SunsetRunner recommended? Did you get a reply from them?

Looking forward to your reply.

[Jeffleslie]

Just had the same issue with my Alta. Is there a resolution? Thanks.

[Mcore]

Thank you for joining the community @Jeffleslie. Have you tried restarting the tracker and test it out? If you experience the same after doing the restart, I recommend you contact customer support so they can give you a hand with this. I'm sure they will take good care of you.

As a friendly tip, please let them know what you have tried to fix this issue so they don't recommend the same.

Any other questions, let me know.

[Jess333]

Hi @Mcore, thanks for you reply! I was able to contact customer support about this and got a reply. They asked for me to send the Fitbit to their department. I was wondering if I needed to send it in the box it came in along with the charger and everything, or am I able to just send the Fitbit by itself?

Thanks for you help in advance,

Jessie

[Jess333]

@Jeffleslie I contacted customer support and they told me they'd give me a replacement

[Mcore]

I appreciate your reply @Jess333. That is awesome news! If you need help setting up your replacement tracker once you receive it, feel free to follow the steps listed below:

1. From the Fitbit app dashboard, tap the Account tab.
2. Tap Set Up a Device.
3. Choose your tracker and follow the onscreen instructions to continue.

Keep in mind that if you’re replacing one tracker with another of the same model, you’ll be asked to confirm the replacement.

I wish you the best! 

[KeatherC621]

I had the same issue occur to my Alta this weekend. I've only had it for 3 weeks and customer support is saying this issue is not covered by my warranty! I'm more than a little upset that other customers are able to get a replacement for theirs for the same issue, and I'm not? 

[Jeffleslie]

I was able to revive my Alta by plugging it in and resetting it. Based on all of these postings about over heating and dying it looks like maybe customers should be informed to prevent overheating avoid prolonged sun exposure. I suspect this is happening more now as its summer now and getting warmer.

[Mcore]

Thank you for joining the community @Jeffleslie @KeatherC621! I'm sorry you guys are also experiencing this situation. @KeatherC621 Did you call, chat or emailed customer support? Do you have the case number from support?

@Jeffleslie I'm glad you were able to fix this issue. What you said is very interesting so I took the liberty to share your finding with our team members so they can further investigate. Thank you for sharing this.

Any other questions or comments, let me know.

[RichardAll]

I am also experiencing the overheating but in a different manner.  I wear my fitbit while at the gym including when I enter the suana for 15 minutes.  while in there, the fitbit dies.  I've added my charger to the car to plug it in and get it to reset for me to continue my day.  I'll experiment a little further with the scenerio and report back more details.

Can some one at tleast tell me if the alto has an overheat monitor and if it is expected to shut down?

Thank you,

Richard Allison

[Mcore]

Hello @RichardAll. I'm happy you joined the Fitbit Community! Well, I believe that the temperature in the sauna might be affecting your tracker's performance. Keep in mind that these are the non-operational temperatures:

My recommendation if this situation continues, is to take off your tracker while you are in the sauna.

Any other questions, let me know.

[Cathny]

Same here. My Alta s 3 months old. If I'm out in the sun too long, my Alta overheats and shuts down. Only way to restart is plugging it in. Sounds like it's an ongoing issue

[RichardAll]

Thank you for the specifications.  I do feel that I have verified the temperature problem and I have started removing the Alta when I go into the sauna.  I wish the device was a bit more robust for the temperature but it is what it is.  

On a different, yet positive note, I just returned from the Bahamas.  While there I did several dives.  On my first dive, I meant to take my Alta off before I left but the excitement made me forget.  Once I came up from my first dive and was drying off, I realized that I just wasted my $130 Alta.  It was very bright so I didn't see anything on the display when I tapped it.  I put the Alta in my dive bag and got ready for my next dive.  later in the day, when I returned to shore, I pulled out my Alta and frowned.  I gave it a few taps and VOILA it worked exactly as expected.  I dove to 58 feet for 52 minutes and the Alta survived.  

Alta may have problems with temperature but not pressure.  Nice work FitBit!  🙂 

[janetlh]

I had same problem. Alta overheated on my wrist.. no sauna, not outside. I tried to reset.. nothing. 

After I rebooted my iphone, deleted Fitbit app, reinstalled app  amd set up the Fitbit again , it is working.

I have no clue why it overheated.. if it happens again I will be returning it for a new one

[RichardAll]

I think your problem is different from mine. Mine appears to be directly related to the external heat applied to the Fitbit. Once I connect the Alta to a charger, it resets and all is well. The specs clearly show that the Alta will not stand up to a 20 minute sauna at 185 degrees.

I'm sure Fitbit will help you out.

[ErickFitbit]

@KeatherC621 I just sent you a private message, when you have a chance please check it out and get back to me as soon as possible.

@janetlh If your Alta continues to overheat when not over the operating temperatures that @Mcore shared here, I suggest reaching out to our Support Team and letting them know the full details of your experience. I am confident that our team will be able to provide you with options to help get you back on track. Keep me posted.

[RichardAll]

Didn't receive any personal messages

Richard

Sent from my mobile device.

My apologies for the abbreviated response and any typing errors.

[Schwebber]

This happened to me on the weekend. I was away in the sunny Whitsundays and walking around in the 29 degree heat it just diet. I've tried charging it and no luck for me. Fingers crossed I can get this fixed. Haven't heard back from customer care yet.