Black screen and green lights won't turn off

[Stratton1004]

Fitbit was fully charged the night before. The battery drains within a day. Today the screen went black. App said it was dead but the HR lights were solid green and wouldn’t turn off. 

Moderator edit: subject for clarity

[Cloud9mn]

If you had gone back through this whole thread, you would have seen that
most of us did try a reset. In my case, it didn't work on the first try.
On the second try it worked temporarily but then after a couple weeks my
device stopped detecting heart rate and started draining really rapidly.

[Mike115]

Hello,  no one from support has contacted me.   This is the second time I was told my case would be escalated to the support team and no one contacted me.   

[molowry]

New posters to the thread would be wise to read through and take notice of the number of people that have repeatedly tried, and then reported that those steps were unfortunately ineffective for the majority of users here. Don't condescend us by repeating the already proven useless solutions as if we are a bunch of dummies that can't figure this s*&*t out. 

I've been contacted but as my device is already out of warranty and purchased off Amazon, so it probably wouldn't have been honored anyway. I'm still unsure about replying back. I've had another fitbit gifted to me when the Alta HR did finally die. This is an Inspire (the non-HR one) and the additional coverage was added as well. I'm leery of this new device though. They all seem to work fine till the warranty is up regardless. And I'm pretty sure that since I've got a new one they won't listen to anything I've got to say on the matter now. But I'll continue to make noise. Regardless of where I got the Alta HR they should replace it if it's official Fitbit gear. It's official Fitbit gear. I understand a business can't wantonly replace and refund every single malfunctioning piece of equipment but maybe they should at least take more care with customer service. The service isn't rude but is far from helpful. So is repeating platitudes of apology; fixes to try that don't fix anything are useless without following up with practical solutions to service their customer base. Taking action to find and fix the problem that is clearly on their end should be of paramount concern for them in my opinion. There are many ways for a company as large and profitable as Fitbit to go about those things but they do not and this is why I am convinced that the bottom line for them is only the numbers at the end of the quarter. I have a new Fitbit which is nice but doesn't rectify any of the issues I had with the old one, and those issues other customers had. It's unfortunate that it's gone this way but it seems that the days of quality care has gone on a decline. It's so frustrating to spend this much money on a device that isn't as reliable as the cost would lead you to believe it is. If these are to just be disposable gadgets the price should be much much lower. 

[LiliyaFitbit]

Hello everyone, thanks for your participation in the Community. I am sorry for the delayed reply. 

@dic_57 @molowry I really appreciate your feedback and time you took to let us know your feedback since this helps us to keep improving.

@Cloud9mn thank you for your input. 

@hlove I appreciate you joining the thread and sharing the steps which helped you resolve the issue. I appreciate your time and efforts. 

@Mike115 I am sorry to hear no one from Support has contacted you. I recommend checking your spam/junk folders for the email. Please let me know if you're unable to find any reply from the Support team, I will be glad to follow up. 

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

[dic_57]

”...your feedback ... helps us to keep improving.”

Thanks, but so far our feedback hasn’t resulted in anything. We keep getting the same rote responses like this one, which is exactly what you said to me about a month ago. An improvement would be acknowledging the issue. An improvement would be resolving the issue by providing those affected with restitution. An improvement would be actually doing something Instead of offering platitudes.

i expect this post will be deleted by the moderators, but it needed to be said.

[LiliyaFitbit]

Thank you for your reply, @dic_57. 

Our team is constantly working on our devices to improve them based on the Community posts. I see where are you coming from and your comments will not go unnoticed.

I'll be around. 

[gamemaster5]

Just did the iOS 13 update, and mine is doing the same thing as everyone else's.  Haven't had a chance to try the suggested "fixes". but based on what I have read, I am not hopeful. 😞 

[LiliyaFitbit]

Welcome to the Fitbit Community, @gamemaster5. I am sorry for the delayed response.

Thank you for joining the thread and sharing that you're experiencing the same issue with your tracker. I appreciate your efforts to resolve this and the information that you did the iOS 13 update. I recommend to restart your device by following these steps: How do I restart my Fitbit device?

Let me know how it goes. 

[AdrienneP]

I haven’t posted lately, I was on vacation. I was so angry with this company but don’t really want anything different. So I used it as a step counter only. Plugged it in hitting reset 3 times then putting it on in the morning, it was good for 6-7 hours. Then one day the lights started to blink! It was fine for several weeks, then on vacation I noticed the lights were completely off! So no HR monitor. It was like this for about 3 days, then I plugged it in, hit reset 3 times and they came back on, blinking! Crazy! So basically right now it’s doing what it’s supposed to do, so I persevered and it paid off.
Happy! For now anyway until the next crisis.

Sent from my iPhone

[jabdulai]

Similar issue here. My battery is fully charged, but the screen is entirely black. I tried restarting the tracker, but no result so far. Fitbit Customer Service - any help please?

[LiliyaFitbit]

Welcome to the Fitbit Community, @jabdulai. It's nice to see you around, @AdrienneP. I am sorry for the delayed response.

@AdrienneP I am sorry to hear about your experience. Thank you for your time and efforts. I am glad to hear your device is working as it should now.  

@jabdulai thank you for joining the thread and sharing that you're experiencing the same issue. I appreciate your efforts to resolve this by restarting the tracker. Since the steps you tried didn't work, I've gone ahead and escalated your case to our Support team, for them to assist you further. Please keep an eye on your inbox. 

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

[jabdulai]

Thank you Liliya for passing on my case. Email received. Hopefully this gets sorted.

[LiliyaFitbit]

Hi @jabdulai, thank you for your reply. 

I appreciate your time and feedback. I am sure our Support team will try their best to help you, please keep working with them. 

In case you have some spare time, I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members.

Let me know if you have any questions.

[Tikitikitanya]

I too had this happen.  Mine is 13 months old so “past the warranty”.  I contacted support and was offered the same 25% off since they said I did all of the troubleshooting methods.  I will not be purchasing another Fitbit as it is clear this is a problem many users have. I do not consider 13 months of light use to be a “high quality” product.  Since Fitbit is unable to rectify the situation, I will be shopping elsewhere.  

[AmyLea]

The green lights are stuck on? Is it both or just one?


Sent from Yahoo Mail for iPhone

[Nursie24]

Both green lights are constantly flickering.  The screen is black and doesn't display anything. Please advise, as I know others have had this same problem with this tracker.Deb

[judyb65]

I was the lucky one and Fitbit replaced my tracker, I guess it happened in less than a year of ownership.  All I can say is that this is my last one, I won't buy another Fitbit in the future.

[AdrienneP]

I gave up on mine, but had bands I’d bought for it. I went to buy an ‘inspire‘ at Staples and he had a couple of Alta HR trackers left so I bought one, I paid $90 less that I’d paid for my first one. He gave me extended warranty too. So far so good it’s working well!

Sent from my iPhone

[wvwife77]

Experiencing the same with my Alta HR. However, I have had mine for 5 years. Tried all the trouble shooting, even tried calling directly. The green lights are very bright causing the battery to drain very quickly. I suppose mine has run its course. 

[AdrienneP]

Yup! I gave up on mine after only 2 or 3 years. I bought another one as I had bought several bands to go with it!

Sent from my iPhone