help menu

Join us on the Community Forums!

  • Community Guidelines

    The Fitbit Community is a gathering place for real people who wish to exchange ideas, solutions, tips, techniques, and insight about the Fitbit products and services they love. By joining our Community, you agree to uphold these guidelines, so please take a moment to look them over.

  • Learn the Basics

    Check out our Frequently Asked Questions page for information on Community features, and tips to make the most of your time here.

  • Join the Community!

    Join an existing conversation, or start a new thread to ask your question. Creating your account is completely free, and takes about a minute.

Not finding your answer on the Community Forums?

Cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Brand new Alta goes black when disconnected from charger

Replies are disabled for this topic. Start a new one or visit our Help Center.

‎11-12-2019 09:24 - last edited on ‎08-20-2020 18:17 by Fitbit Moderator

‎11-12-2019 09:24 - last edited on ‎08-20-2020 18:17 by Fitbit Moderator

This is the 2nd Alta I have bought my husband.   The first one I had to return because when it was disconnected from the charger it would just go black.     Now this one is doing the same.     It shows a fully charged batter.      Help please!     I have tried all the troubleshooting tips I could find.

Best Answer
Labels:
48 REPLIES 48

‎11-13-2019 04:59

‎11-13-2019 04:59

Hello @Jeanieweanie, welcome to the Fitbit Community forums. 

 

Thank you for sharing all this information about the screen of our Alta that is turning off when having a full battery level and confirming that you already tried a few troubleshooting steps. 

 

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 an eye on your inbox. 

 

Let me know about te outcome. 

Davide | Italian and English Community Moderator, Fitbit


Ti invito a partecipare nelle nostre discussioni! Commenti
Best Answer

‎11-13-2019 06:14

‎11-13-2019 06:14

My alta is doing the same thing. Brand new out of box, has never worked.

Best Answer

‎11-13-2019 07:37

In response to Michaelrussell

‎11-13-2019 07:37

It is so frustrating, I’m not sure what to do now. I’m thinking of
sending it back and trying some other model. If you figure it out, let
me know!
Best Answer

‎11-13-2019 07:38

In response to DavideFitbit

‎11-13-2019 07:38

Thank you!

Best Answer
0 Votes

‎11-14-2019 07:38

In response to Michaelrussell

‎11-14-2019 07:38

Welcome to the Fitbit Community @Michaelrussell. 

 

Thank you for sharing this information about what you've experienced with your brand new Alta that is not responding.

 

I've sent your information to the Support team as well for further assistance with this. Please keep an eye on  your inbox. 

 

@Jeanieweanie, it seems the Support team already sent you a reply, could you please confirm? If you're not able to see it, please make sure to check on your spam folder as well. 

 

Keep me posted.  

Davide | Italian and English Community Moderator, Fitbit


Ti invito a partecipare nelle nostre discussioni! Commenti
Best Answer

‎11-14-2019 08:55

In response to DavideFitbit

‎11-14-2019 08:55

I have checked and I can’t seem to find a reply, I also checked my spam.
Best Answer
0 Votes

‎11-15-2019 07:07

In response to Jeanieweanie

‎11-15-2019 07:07

Thank you for your reply @Jeanieweanie. 

 

I was informed they've sent you another reply with some instructions, could you please check your inbox once more to confirm if you've received it. 

 

Keep me posted. 

Davide | Italian and English Community Moderator, Fitbit


Ti invito a partecipare nelle nostre discussioni! Commenti
Best Answer

‎11-19-2019 05:43

In response to DavideFitbit

‎11-19-2019 05:43

My wife's fitbit is facing the same problem. Appreciate any advice from those who have solved the problem. Thank you.

Best Answer

‎11-20-2019 08:33

In response to ceugenek

‎11-20-2019 08:33

Hello @ceugenek,  welcome to the Fitbit Community forums. 

 

Thank you for sharing this information about what you've been experiencing with the Alta not responding when when disconnected from charger. 

 

Before considering other options, could you please confirm if you already tried all the steps listed here to complete the restart procedure. This has been useful for other users experiencing similar problems with the display. 

 

Please keep us posted on the outcome. 

Davide | Italian and English Community Moderator, Fitbit


Ti invito a partecipare nelle nostre discussioni! Commenti
Best Answer

‎11-20-2019 13:17

‎11-20-2019 13:17

Mine has been doing the same! It’s fully charged but just won’t sync! I’m over it! 

Best Answer

‎11-20-2019 14:52

In response to DavideFitbit

‎11-20-2019 14:52

I have tried all steps, but it still goes black when disconnected from
charger. Thank you.
Best Answer
0 Votes

‎11-20-2019 19:16

‎11-20-2019 19:16

My daughter is having the exact same issue after owning for 1.5 years.  Please provide any solutions.

Best Answer
0 Votes

‎11-20-2019 19:34

In response to Gretchek

‎11-20-2019 19:34

When I find a solution I’ll be happy to share!
Best Answer

‎11-21-2019 10:29

In response to sansbell

‎11-21-2019 10:29

Welcome to the forums @sansbell  and @Gretchek, I've sent your information to the Support team as well, you should be getting a reply soon with more instructions. 

 

@Jeanieweanie, it seems that Customer Support had sent you a reply about this, however, if you're still not able to see it and it's not in your spam folder, please try using this link to get in touch with them:  Supporto Fitbit. 

 

Keep me posted. 

Davide | Italian and English Community Moderator, Fitbit


Ti invito a partecipare nelle nostre discussioni! Commenti
Best Answer

‎11-21-2019 13:07

In response to DavideFitbit

‎11-21-2019 13:07

Thank yo

Best Answer
0 Votes

‎11-21-2019 20:04

In response to Jeanieweanie

‎11-21-2019 20:04

HI I have the same problem and published fitbit solutions didn't work.  Did you find a solution?

Best Answer
0 Votes

‎11-21-2019 20:19

In response to LGCALTA

‎11-21-2019 20:19

They are sending me another one, this will be #3. I have tried all the
suggestions to no avail. I wish I could be of more help to you.
Best Answer
0 Votes

‎11-22-2019 08:43

In response to Jeanieweanie

‎11-22-2019 08:43

thank you. they told me this am battery is defective and are
replacing. they know about this but don't seem to want to track the
source of the battery issue. thanks for the reply.
Best Answer
0 Votes

‎11-23-2019 09:28

‎11-23-2019 09:28

I have a similar issue...it works for a few hours but then just goes black with no warning...my Alta HR always indicated a low battery...this one just goes black and doesn't respond until it is charged for a little bit...when I put on the charger it indicates that it is already charged half way...so don't understand why it is going black...ugh

Best Answer
0 Votes