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]

Hello @IckleMikki, welcome to the forums. 

I'm sorry to see that you've been experiencing the same behavior, but it's good to know that you already contacted the Support team and that you'll be receiving a replacement soon. Keep us posted on how the replacement device is performing. 

@TanyaK, thank you for sharing all these details about your experience with the Alta, 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.

Keep me posted.

[Paynev]

I am also having this problem. Restarting has had no effect. Battery is fully charged. Any other options?

[TanyaK]

I don't know what to suggest other than buy a Fitbit Inspire.  Someone said yesterday that Fitbit is slowly phasing out the Alta. 

Thank you. I love my Alta, but I'm looking at other fitness trackers as well. 

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@DavideFitbit wrote:

Hello @IckleMikki, welcome to the forums. 

I'm sorry to see that you've been experiencing the same behavior, but it's good to know that you already contacted the Support team and that you'll be receiving a replacement soon. Keep us posted on how the replacement device is performing. 

@TanyaK, thank you for sharing all these details about your experience with the Alta, 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.

Keep me posted.

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[DavideFitbit]

Hello @Paynev, welcome to the forums and thank you for this information about the Alta display that it's not working properly. 

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 your reply and feedback as well @TanyaK, have you received a reply from Customer Support about this?  

Keep me posted.

[TanyaK]

Hi, Davide, 

 No, I haven't heard from Customer Support regarding my Fitbit Alta crashing yet. Thanks for asking, though. 

[nilb123]

We have exactly the same issue with my daughters Fitbit Alta today - must be a software issue they need to fix quickly!

[TanyaK]

You, too, huh? I also think it's a software issue with my Alta.  The advice I received was to put my Alta on the charger, go to the App Store and click on "Update". Well, I haven't received a message to update my Fitbit App or my Alta yet. 

[nilb123]

The Fitbit app on her phone was last updated 3 days ago and there are no further updates to the app showing - seems coincidental doesn’t it 😐

It’s showing the device’s version is 21.40.2!

Totally responsive and fully charged when on the charger but completely dead once it’s taken off the charger! Reset/Restart process does nothing!

@DavideFitbit please can you add my details to the support request to add weight to this issue by logging the volume of users this issue seems to be impacting!

[TanyaK]

Mine says 21.21.40.2, too! Wow...this is ridiculous!

[artcarmark]

If FitBit is phasing out the Alta, they shouldn't continue to sell them or send replacements, that also do not work. 

[TanyaK]

Agreed. I'm thinking they need to sort the software/firmware issue out first before they phase the Alta out. I've worn and used mine since September 11, 2016. 

[DavideFitbit]

Hi @TanyaK, thank you for your reply. I've proceeded to send your information to Support again, but it seems they already sent you a reply, could you please confirm? If you can't find the e-mail in your inbox, make sure to check in your spam folder as well. Keep me posted. 

Welcome to the forums @nilb123, thank you for confirming that you already tried the suggested troubleshooting steps. I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

Thank you for taking the time to share all your feedback @artcarmark. I'd just like to clarify that there's no information about the Alta being phased out and this would not be related to the problem that users have been experiencing in the last few days. However, all comments and information that users can provide about this are helpful to find prompt resolution. Thank you again for all the feedback. 

Let me know if you have further questions. 

[TanyaK]

Thank you. 🙏

[DavideFitbit]

No problem @TanyaK!  

[Tap62]

I have also had a problem with my fitbit Alta.  Most frustrating.  It works for a couple of days and then will not respond to tapping and subsequently will not link to my phone.  Have thought about updating my fitbit but it seems I do not have an up to date enough phone to support the new fitbits and am not prepared to up date that too.