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Device not charging

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‎01-07-2020 11:19 - last edited on ‎08-20-2020 20:01 by Fitbit Moderator

‎01-07-2020 11:19 - last edited on ‎08-20-2020 20:01 by Fitbit Moderator

Hello!

I've had my Fit Bit Alta HR for a little over 2 years now (and had a previous model for years prior) and it has all of a sudden stopped charging and is now black and unresponsive. It's been kept clean and well maintained, the prongs and charger are all clear of dust or debris and the device has never been soaked in water, submerged or dropped. All was completely well until it all of a sudden died and will no longer take a charge. I've tried carefully re-cleaning, different plug ins/usb ports, and have also tried using the reset button on the charger (correctly and multiple times) and still nothing. Is this all that can be done to troubleshoot this issue? Has anyone else experienced this issue? It's now over the warranty or return period (of course) and I don't want to invest more money in buying another device if it's just going to do the same thing. 

 

Thank you!

 

Moderator edit: Subject for clarity 

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‎01-08-2020 12:48 - last edited on ‎06-09-2023 08:46 by Fitbit Moderator

‎01-08-2020 12:48 - last edited on ‎06-09-2023 08:46 by Fitbit Moderator

Hi @LMh160, welcome to the Community Forums! 

First, I'd like to appreciate your effort and patience troubleshooting your Alta HR prior to posting, I understand how frustrating this matter can be for you. To better assist you with this, can you please let me know if the heart rate sensors are flashing or is your device completely unresponsive? If you haven't already done so, I recommend you to check our help article: Why isn't my battery charging on my Fitbit device? and let me know how it goes. Such article includes a restart process which can be really helpful for this situation.

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