Alta won't recognize that I am tapping the screen when off charger

[datginger]

My Fitbit Alta will recognize that I am tapping the screen when it is plugged in to the charger. However, whenever I tap it while it's on my wrist it won't recognize it at all - no matter how many times I double tap.

TIA

Moderator edit: subject updated for clarity 

[DavideFitbit]

Hi, welcome to the Community forums @datginger, it's good to see you around for the first time. Sorry for the late reply. 

Thank you for sharing all these details about the tapping feature that is only working while the Alta is plugged in to the charger. 

Before considering other options, please make sure that you've followed the steps listed here to complete the restart procedure, this has been useful to other users who have experienced difficulty with the display. Then check if the tapping feature continues to work only when the Alta is plugged in. 

Please keep me posted on the outcome. 

[JenniferGau]

Same for me and I have 2 Altas! Seems Fitbit wants current Alta users to upgrade??

[briansyr]

@DavideFitbit I tried the process you indicated, reset the fitbit, ensured I am on the proper version, but still have the same issue. This seems to be more and more common as I read other threads. The Alta worked fine up to a couple days ago.

[K87]

I have the same issue 😞 I chatted with customer service and did troubleshooting, in the end I was told it was out of warranty and was offered a 25% discount off of another one? Nope!! I think I will seek another option of a fitness tracker! $129 for a Fitbit Alta that didn't last 😞

[DavideFitbit]

Thank you for your reply @JenniferGau, I noticed that I've responding to your post in this other thread, you should be receiving a reply from Customer Support soon. Keep me posted.   

Welcome to the forums @briansyr, and thank you for confirming that you already tried to restart. I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon. 

@K87, I'm sorry to see that you've experienced trouble your Alta as well. It is particularly difficult when the device is no longer covered by the warranty, but even tough Support is eager to help with any problem you may experience with the product, they do need to adhere to the official warranty policy, this would start counting from the original date of purchase. 

Thank you for taking the time to share your feedback; comments from users are always useful to continue to improving the quality of products and services. 

Keep me posted on the outcome.

[Cindyann64]

Exactly the same with my Alta. Sounds like Fitbit is trying to get Alta users to upgrade. Worked perfectly fine two days ago! 

[Mike331]

Same problem. Started once I synced yesterday, so I assuming when I synced an update went to my alta and now it no longer works unless plugged in. I should stop syncing. 

[dwthomas]

same issue! on charger works fine.. on the wrist display is not working!

could this have anything to do with update?  Sure sounds like it when I find others with the same issue within days.

I have called support, done all  the recommended steps. Definitely the display.

can anything be done? 

[DavideFitbit]

Hello @dwthomas and welcome to the forums @Cindyann64. 

Thank you for your feedback and all the details that you've provided. I've sent your information to the Customer Support team for further assistance with this, but was indeed informed that you already have a case created or that you already got in touch with them. They will let you know how to proceed with this.  

@Mike331, 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 me posted on the outcome. 

[dwthomas]

Thank you for acknowledging my post. Yes, I been in touch with support. They were not able to address the actual problem. Offered a nonsolution of 25% off a new Fitbit.  Unacceptable, especially when I see that there are many with the same issue, most following an update. The Fitbit Alta is not broken! It is in need of a corrective software fix.

[artcarmark]

True, 

All of the responses from Fitbit are either, they will forward this to tech or a 25% coupon. This is a software issue that needs to be addressed. Otherwise, I'm buying a new tracker from another company.

[dwthomas]

already looking..

would love to stay with Fitbit if they resolved the problem that seems to have come from their end. Looked at the G. one this morning at the pharmacy. Had bought a no namer one from the big online A. store for a friend , paid $18, couldn't believe it same features and is still working great!

[LiliyaFitbit]

It's nice to see you around @dwthomas and @artcarmark. 

I appreciate your participation in the Forums and sharing your experience with Customer Support.  I am sure they tried to help you in the best possible manner, each case is reviewed individually and a solution that's being provided is based on the Fitbit Warranty. I totally understand how you are feeling and thank you for sharing your thoughts and feedback. Our team is always working on improving our devices and user experiences, and your comments are always welcome.

If you have any questions, feel free to let me know.

[JenniferGau]

Has anyone gotten help besides a canned message to reset their Alta? I’ve explained a couple of times to Customer Service via email that the issue is not just me, and they just ask me for my email to ‘take the next step’. In my mind the only next step is for Fitbit to fix what they broke! Us customers shouldn’t have to go through this much trouble for their mistake.

[DavideFitbit]

Thank you for your reply and your feedback @JenniferGau. 

Since all possible troubleshooting steps provided through the forums have been performed, I do recommend that you continue the communication with Customer Support, so they can let you know how to proceed with this. 

Let me know if you have further questions. 

[IckleMikki]

I have the same issue from a brand new alta (sent from fitbit as a replacement as mine had failed two weeks ago)

I have followed the resetting procedure and it will tap when plugged in but not on wrist. Every time i plug it back in it appears to reset. 

Called customer support who said it was a battery failure. Another replacement being sent. Hopefully this one will be successful!

[TanyaK]

Hi, I'm having the same problem with my Fitbit Alta. Mine crashes, even when its battery level is medium, and I double-tap its screen, not to mention that I have to charge mine every time this crashing happens.  I'm beginning to think that I need to upgrade to a different  Fitbit tracker, too.  Any suggestions? I'm looking at the Alta HR, the Inspire, and the Inspire HR. 

[TanyaK]

I didn't even get a reminder to update my Fitbit Alta yet. Last time I did so was last year! 

[TanyaK]

I had a feeling that  was going on. Thank you for your reply, dwthomas.  I started noticing a similar problem I had with my Alta last month and read that other Alta users had similar-if not exactly the same- problems with theirs.