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Device working when charging only

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‎02-10-2020 13:52 - last edited on ‎08-20-2020 17:50 by Fitbit Moderator

‎02-10-2020 13:52 - last edited on ‎08-20-2020 17:50 by Fitbit Moderator

Just got my Fitbit Alta out of the box and it only works when it’s charging !  Black screen when unplugged.  Very frustrating 

 

Moderator edit: Subject for clarity 

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‎02-11-2020 14:58 - last edited on ‎09-16-2025 07:27 by Fitbit Moderator

‎02-11-2020 14:58 - last edited on ‎09-16-2025 07:27 by Fitbit Moderator

Hello @Kimmy3233, welcome to the Community Forums! 

Thanks for bringing this to my attention and for the details that were shared in your post, I totally understand how frustrating this matter can be for you. I recommend you to follow the below steps to perform a restart on your Alta, such process should resolve this situation:

  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.

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

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‎02-19-2020 12:04

In response to RicardoFitbit

‎02-19-2020 12:04

Thanks I’m still having the same problem!

Sent from my iPhone
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‎02-19-2020 12:11 - last edited on ‎09-16-2025 07:28 by Fitbit Moderator

In response to Kimmy3233

‎02-19-2020 12:11 - last edited on ‎09-16-2025 07:28 by Fitbit Moderator

You're welcome @Kimmy3233, thanks for your reply.

I'm sorry to know that you're experiencing the same issue even after trying the restart process that was shared on my previous post. Let me share with you that I've contacted our Support team on your behalf to receive further assistance directly with them. That said, please keep an eye on your email address because they'll be in touch with you in a timely manner. They'll continue providing you assistance with this situation.

Don't hesitate to contact me back if you need anything else.

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