Device working only when plugged into charger

[Bangster]

Like many here, my Alta powers off when disconnected from the charger.

It was passed on to me after replacing it with a Versa 2 SE (rethinking that if this is any indication...). It worked for a couple of days, sporadically. Then it just shut off. Put in charger and it starts up (Fitbit symbol, firmware version shown (v.21.40.02), then full battery indicator).

After I remove it from the charger, if I keep tapping on it, and it rotates what it displays, it remains on. Once I stop, screen goes dark and it shuts off (it no longer is visible to my Samsung S7) and only putting in the charger will it turn back on. I have done this for 5 minutes and it remained on the entire time.

I am not sure that it ever successfully got an update previously, it was connected to an iPhone 6s+ and it wasn't mine, but this firmware has been out for awhile, but I think it installed once I set it up on my account.

If this is what to expect from Fitbit in a couple of years, then the Versa 2 SE is going back, it was way more expensive and seems a lot more fragile than the simple Alta, I can't imagine what the future holds for it. I just bought a bunch of accessories for it to replace my old one that is limited in what apps it can use, but now those are all worthless to me as well.

The battery is not dead, it shows fully charged every time it starts back up on the charger. 

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @Bangster, welcome to the Community Forums! Sorry for the delayed reply. 

First, I'd like to appreciate all the details that were shared in your post and the input too, we are always striving to improve the Fitbit experience with our products and services. 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

Let me know if you have any additional questions, I'll be here.

[PLucas1]

I am having the exact same problem. I unplug it and it works fine. I wore it to bed last night and it was fine, my alarm went off at 07:50 (LONDON TIME) and then at lunch i thought id see what my stats were so i tapped it and it was dead so i plugged it in when i got home (17:00) and it came up with the logo and firmware and it said that the time was 07:55 so 5 mins after the alarm in the morning. I could do with some advice as this is causing me some problems with tracking true sleep patterns steps etc. I am new to fitbit and i just need a bit of advice on how to proceed?

Many Thanks

PLucas1

[Bangster]

The battery does charge, and...reset has been done many times, and not surprisingly, since it shuts off, it resets every time it is disconnected from the charger. As mentioned it vibrates, goes through the Fitbit logo, firmware version, battery state...when connected (or reset).

After a few days, putting it back on the charging cable shows it fully charged (battery on display, and synced to phone), I can get the battery to go down a bit if I continuously tap on it after disconnecting from charging cable (and it remains on, only when I do this).

Like also posted here, the time on the device is frozen in time from when it turns off, then starts counting again when plugged in, and when synced gets the time from phone.

So if it is 7:10 when I disconnect it from the charging cable, 5 hours later when I do it again it is still 7:10. Keep it plugged in for 10 minutes but sync off on phone, it stops at 7:20 when disconnected.

I assume the same horrible support will happen after the Versa 2 has some glitch like this, the place I bought it from will still take it back and I think they will get it back. I would hate to be that person that doesn't learn from their mistakes. This much money and planned obsolescence after only a couple of years makes no sense.

[Merylkeeler]

Brand new out of box...fully charged, setup to my account but will not record  or synch unless it is connected to charging cord? I can't tap my Alta alive.

[Merylkeeler]

Nothing has worked yet. My Alta was  new-in-box. Fully charged and connected to my account but can only "power" when connected to charging port. What can be done? "Reboot" doesn't do anything to help.

[kiwigirlsa]

I am having the same problem with my Alta and this is the second Alta to do this.  My first one died in April last year and Fitbit replaced it but now, only a year later, the replacement has also stopped working. Fitbit needs to workout why the Altas keep doing this.

[Artlover08]

I’m convinced Fitbit does this on purpose, makes it so their updates cause device failure so you have to buy a new one every few years. I was having the same trouble with my Alta. So I bought a new one. Brand new, after first charge I synced/updated it. Worked for five minutes at full battery, then boom - dead. I have time stamped picture to prove it too. And Fitbit customer service is a joke. You won’t get any help from them. Take your Versa back and switch to a Garmin.

[crocker.sarah]

My Alta worked for a couple of months and I was very satisfied and happy with it and then all of a sudden as soon as I unplug it from the charger it will not respond or turn on. I have done the soft reset several times but it doesn't seem to help at all