Black screen on Alta HR

[SFLiminality]

The device just stopped responding today. I went to tap the screen, and it stayed black. Green light is on in the back, but it's no longer flashing. I tried using the charging cable to restart it, but it won't vibrate when it's connected. Pushing the button does nothing. Everything else that I plug into my charger charges. The phone app says that I'm at 79% battery.

Currently have the app on Pixel 3.

Moderator edit: subject updated for clarity

[randeye]

I’m having the same problem. Was working fine and all of a sudden, black screen.  Not tracking and battery keeps going from full to 50%.  Seems like this is happening to a lot of people.  I tried the reset button like it says in the help section and it didn’t work.  Can this be fixed or can they be replaced?  

[Sphinx1182]

I have received no guidance nor reply from Fitbit. I think we just take the
loss and that’s it.
--
Sent from my iPhone

[ritah0715]

My AltaHR doing the same thing. I called their customer service. I was
guided to do some things while on the line with them. Nothing worked. I was
asked where I bought my AltaHR. I thought I had my receipt, but couldnt
find it. I was offered 25% off a new tracker, which I accepted. I was sent
a link to my email. I have ordered a new InspireHR, as it appears the
AltaHR is no longer available. It is supposed to arrive in 5-7 business
days. I will be keeping my receipt in a safe place for this one just in
case! I really recommend calling their customer service for immediate help!
Good luck!

[ritah0715]

Call the fitbit customer service and you will get immediate help. I did
that. As my AltaHR is out of warranty period, I was offered 25% off a new
tracker. I have ordered the InspireHR, as it appears the AltaHR is no
longer available. It should arrive in 5 - 7 business days.
Good luck!

[ritah0715]

I called the customer service number for immediate guidance. After trying
several things while on the phone with them and nothing worked, I was
offered 25% off of a new tracker. My Alta HR, was no longer under warranty
I might add. It appears the Alta HR is no longer available so I have
ordered the Inspire HR and it should arrive in 5 - 7 business days.
Do call them!! Good luck!

[Lrshank]

My device stopped responding today; it doesn’t respond when I tap on it. My device is at 100% charge and the green lights are flashing. Can I get a response on this question too.

[purplepadres]

I am also impacted by this issue.  I have reset it twice in the past two days.  This morning, my alarm did not work.  I have a full battery and am running version 26.63.2 according to the app.  I bought this in 2018, so I realize it is out of warranty, but am hoping to not have to replace the fitbit.

[cindieoh]

I’m having the exact same problem as everyone else which seems very weird that suddenly we all have this black screen, no feedback from Fitbit problem at the same time!  Why is that?  It was working just fine & then out of nowhere, black screen & nothing I do gets a response.  Please help,  Thanks 

[cindieoh]

Hopefully this isn’t some move like Apple made with the batteries on their phones made to die after a certain time to force people to purchase a new phone cause they’re having to pay for that scam now!!!

[ritah0715]

As a fellow fitbit user, NOT a fitbit employee, I can only recommend what I have done since experiencing these issues.CALL fitbit's customer service. They will work with you over the phone in trying different fixes. If like me, none of the fixes worked. They offered me a 25% discount on a new tracker. They sent a link to my email address, which I received immediately. Within a few hours, I had shopped on the fitbit site and ordered a new Inspire HR, as it was most like the Alta HR. I might have ordered the Charge 3, but I prefer a smaller band so it was just a matter of choice for me. The service was quite fast as I received my new fitbit today...only 3 days after I spoke with customer service. So, PLEASE, call customer service directly for swift response to this problem. Hope this helps! Good luck!

[TeeBeeBee]

Thank you!

Sent from my iphone which sometimes is responsible for amusing errors.

[cindieoh]

Thank you so much for your advice : )
--
Sent from Gmail Mobile

[Finkerr]

Me too. Started last week.  Now will work intermittently. But always no screen display.  

[Zoenkt]

I have the same problem, it had about 50% battery this morning then it just turned off, no lights. I changed it a bit then it worked. Then it went off again so I charged it again, when I went to take it off charge it was really hot, black screen no lights. Now I can’t get it to charge or turn on.

[sushi_sister]

Hi,  this also happened to me. I thought my battery died so i charged it. No response. App is saying its at 80% battery. Tried restarting multiple times. I see the logo and version number. It does not vibrate. Any help would be great. 

[Lrshank]

I talked with a customer representative and he walked me through several steps, none of which helped. He gave me a 25% discount on a new Fitbit and I ordered one. I recommend contacting them and getting a new one if you want another one.

Sent from my iPad

[amberj32]

Mine is doing a similar thing. I have the black screen I tried to reset it and it does vibrate and the program version comes up but that's it. I tried to disconnect it from the app and connect it again but it didn't work. Now I can't connect it to the app at all. It can find it but it won't connect to the app. The screen is still black. 

[ritah0715]

Please call Fitbit Customer Service at 1 (877) 623-4997. They will walk you through some fixes. If none of them work, they will most likely offer you a discount on a new one, or replace yours if still under warranty. However, note: Alta HR doesn't appear to be available anymore. I ordered the Inspire HR instead as it appears to be the most like the Alta in size. I prefer the smaller wrist band so that was my only choice. So far, after only a couple days, I'm happy with my Inspire HR. Don't wait for Fitbit to contact you, CALL THEM! Good luck! 

[ritah0715]

Please call Fitbit Customer Service at 1 (877) 623-4997. They will walk you through some fixes. If none of them work, they will most likely offer you a discount on a new one, or replace yours if still under warranty. However, note: Alta HR doesn't appear to be available anymore. I ordered the Inspire HR instead as it appears to be the most like the Alta in size. I prefer the smaller wrist band so that was my only choice. So far, after only a couple days, I'm happy with my Inspire HR. Don't wait for Fitbit to contact you, CALL THEM! Good luck! 

[Lrshank]

I talked with a customer representative and he walked me through several steps, none of which helped. He gave me a 25% discount on a new Fitbit and I ordered one. I recommend contacting them and getting a new one if you want another one.