Device not responding

[nayling123]

My fitbit Alta doesn't seem to be working. When I plug it in to charge the battery shows that it's charging, but pressing the button 3 times within 4 seconds to reset it (as I read through other peoples help requests) doesn't vibrate/do anything. 

As soon as I unplug it, no screen appears & no amount of tapping works. 

Please help!

Thanks

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @nayling123, welcome to the Community Forums!

I appreciate all the details that were shared in your post and for trying some troubleshooting steps prior to posting, certainly, your Ionic device isn't working the way it was designed. Let me share with you that our Customer Support team was contacted on your behalf to provide you with further assistance regarding the difficulties you're currently experiencing. That said, please keep an eye on your email inbox because they'll be in touch with you pretty soon.

Keep me posted and let me know if you have any additional questions.

[Rthakor]

Can you please contact me too!

thanks

Rthakor

[wrecka4]

As of this morning, I am having the same issue.  Can I be contacted as well?  Thank you

[EJK09]

My issue is exactly the same thing Fitbit is completely dark no power no display

[SunsetRunner]

Hi,

I have the same issue. The screen is dark and my Alta hr does not syncing with the application on my mobile.

[Rthakor]

Any news on this subject??

i have not received any message/ advice / contact from the Fitbit customer service yet!

thanks

Rthakor

[RicardoFitbit]

Hello guys, it's a pleasure to continue providing assistance with this situation, my apologies for the delay in responding this thread.

The information that was shared with me is appreciated. If your Alta HR devices are responding, please restart your device following the next steps:

1. Plug your charging cable into a USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display. Your tracker will begin charging.
3. Press the button on your charging cable 3 times within a few seconds, briefly pausing between presses. The button is on the end of the charging cable that is plugged into your computer. When you see the Fitbit logo and the tracker vibrates, this means the tracker has restarted.
4. Unplug your tracker from the charging cable.

If the above steps don't resolve this concern, my best advice for you guys will be to contact our Customer Support team to receive further assistance with this specific situation.

I'll be around if you need anything else.

[Rthakor]

Al this works until the device is on the charger.... as soon as I wear it it turns dark and does not show anything!

[EJK09]

This is no help at all the wrist unit is completely dark and does not buzz when connected or light up

Sent from my iPad

[SunsetRunner]

Hi, I have reseted my Alta hr few times (7 or 😎 and  it worked. 

[Rthakor]

My device charges and syncs with app while it is on the charging cord.
As soon as I wear it it is blank and undetected on the app
I have been restarting 3-4 times a day for almost a week!
The device is only a year old!

Sent from my iPhone

[mismamari]

I'm having the same issues with my Alta HR as of today, 2020-01-27. The restart procedure does not help. As soon as I unplug my Fitbit after restarting, the display goes dark. My Fitbit is also unresponsive to tapping while unplugged and doesn't sync with my Xperia Xa2 Ultra.

Any additional solutions would be greatly appreciated.

All the best,

Marilyn
--
Fitbit: Alta HR
Purchased: 2018-01-06
Fitbit Firmware: 26.26.63.2

Phone: Xperia Xa2 Ultra
Phone OS: Android 9

[mismamari]

Update:
Just contacted Fitbit Support via phone today and was informed that once the Fitbit Alta HR stops responding after restart (and continues to be unresponsive after disconnecting from the charging cable), there's nothing else that can be done to make the Fitbit Alta HR responsive again.

I'm a jogger and a hiker, so I haven't been punishing my Fitbit by any means, but I guess 2+ years of constant use has finally ended my Alta HR.

My Fitbit was out of warranty, so I was given a 25% discount code toward the purchase of a new Fitbit.

Hope everyone else has better results.

All the best,

Marilyn
--
Fitbit: Alta HR
Purchased: 2018-01-06
Fitbit Firmware: 26.26.63.2
Phone: Xperia Xa2 Ultra
Phone OS: Android 9

[Rthakor]

Thank you so much!
I will call too!
Mine is a year old only!


Sent from my iPhone

[mismamari]

Sounds good. Good luck @ Rthakor!

--Marilyn

[hsechman]

Same with me. Just started this past week. 

[mismamari]

Honestly, judging by the other cases in this and other Fitbit threads, the issue with the Alta HR is starting to sound like an unfortunate technical incompatibility/flaw.

Best wishes!

--Marilyn

[Rthakor]

Hello Marilyn
Mine restarted by itself after I charged it for full night ..... maybe it needs resetting / charging for longer times
Good luck
Rthakor

Sent from my iPhone

[mismamari]

Lucky—I'm glad yours came back to life! I left mine plugged in this past weekend but no luck. Just wasn't meant to be.

--Marilyn