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Device working only when plugged into charger

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‎12-29-2019 07:47 - last edited on ‎08-20-2020 17:50 by Fitbit Moderator

‎12-29-2019 07:47 - last edited on ‎08-20-2020 17:50 by Fitbit Moderator

Got a new Alta for Christmas and it will not work unless connected to a charger.  Tried deleting app 2x as well as "forgetting" device 2x and starting it over again.  

 

Any help or guidance?  Thinking we may have a dud. 😞

 

Moderator edit: Subject for clarity

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‎12-30-2019 14:03

‎12-30-2019 14:03

Hi @LisaGff, welcome to the Community Forums!

 

Thanks for bringing this to my attention and for troubleshooting your device prior to posting too. 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.

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‎01-02-2020 02:11

In response to RicardoFitbit

‎01-02-2020 02:11

I tried the article you suggested and the problem still persists. My fit bit will not connect to Bluetooth. When it is on the charger, it runs fine. The minute it is removed from the charger, it will not tap on, track any steps, or sync with my phone. I would like to resolve this issue soon so I can start using it!
Thank you,
Lisa

Sent from my iPad
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‎01-14-2020 16:25

In response to LisaGff

‎01-14-2020 16:25

Your update is appreciated @LisaGff, my apologies for the delayed reply.

 

Thanks for the information that was shared with me. To move forward with this and for a better understanding of the issue you're experiencing, can you please let me know if after unplugging your Alta from the charging cable your device becomes unresponsive or you are unable to sync it? If your device isn't tracking steps, the restart process that was shared before should rectify this situation.

 

In regards the syncing difficulties, can you please let me know which mobile device are you using? I recommend you to check how the syncing procedure works here and see if there's a missing requirement on your mobile device that's preventing the syncing procedure to be completed. Also, you can move forward to the troubleshooting steps that are specified on: Why won't my Fitbit device sync? and let me know how it goes.

 

Keep me posted.

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