Fitbit Alta suddenly turning off

[G.Kristin]

Ever since I did the update  I've noticed my Alta all of a sudden shuts off with no warning. Every time the battery is on yellow but not dead. I get nothing on the screen and it stops syncing. I mainly use it for phone or text notifications so not having it working with no warning is a problem. I am able to restart it by plugging it in. But that option is not always available. It never did that before the update. Now I regret doing the update. 

Moderator edit: Updated title for clarity

[SunsetRunner]

Hi,

I'm having the same issue with it turning off. I think it started around 9/8/18? It would turn off but I could plug it in to charge and then it would start working yesterday. As of 9/24/18, it has stopped working completely. I plug it in and it has a full battery, I leave it on the charger just in case but once I remove it from the charger it turns off. I've tried resetting it and removing the device from the app and adding it again. It's frustrating because I've only had it for two years and my Fitbit one still works and it's about eight years old. 

[allih15]

Thank you so much for this suggestion! Mine was doing the same thing and I was about to give up! It seemed to work for my Alta too! 

[denamo]

I've really been thinking about this issue with the Alta.  What occurred to me is wondering if this isn't somewhat like the update Apple did on phones.  It caused older phones to slow down in order to extend the battery life. Unfortunately, that caused phones to shut down in certain instances.  Sounds along the same lines. 

Just food for thought. 

[Almo69]

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@FerdinandFitbit wrote:

Hi everyone! Good to see you all around!

Thank you all for sharing all these important details of what you're experiencing!

Rest assured that we're working to see what is going on here. That's the reason why I'd like you to confirm a few things.

1. According to what I've been reading from you, this started happening after an App update that happened back in late August apparently for both, Android and iOS users. Now, there have been some other app updates after that. The question is... Have you updated the Fitbit app to the latest versions after that one released on late August? If so, have you noticed any improvement or it has not made any difference at all?

2. About the issue specifically, is it happening to you all that your tracker will randomly turn off and you need to put it in the tracker to get it back on? How long after taking it out of the charger does it turn off again? If you sync your tracker regularly, have you noticed that the battery drains faster than it should or the battery works fine but it just turns off out of nowhere?

I'd appreciate if you guys could please answer these two questions with as much detail as possible to keep investigating.

Thanks a lot for your patience. I'll be looking forward for your replies!

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Hi, this is happening to me too. 

1 - I'm not sure if it's related to updates - my tracker picks up all the updates automatically and I sync it at least once a day. 

2 - It turns itself off no matter what the battery level is. Putting it on the charger turns it on again, but then it randomly turns off, this evening it was less than an hour after getting it back on. The battery is not draining any faster than usual. 

As well as the step counting, I've come to rely on my fitbit to wake me in the morning with the silent alarm, it doesn't sound like I can trust it not to turn off overnight - I'm genuinely disappointed because I have always praised Fitbit customer service to the hilt, and it's not sounding good just now. 

[SunsetRunner]

@FerdinandFitbit

My Alta is up to date, I just made sure of that yesterday. I tend to sync it with my phone app at least 2 times a day.

I let it fully charge yesterday, wore it for most of the day, and once it hit 75% it turned off. Just now I plugged it in and it turned on and displayed the Fitbit logo, then the firmware version, and battery level. The battery display was showing that it was 75% charged.

In order for my Alta to turn back on, it needs to be plugged in. The battery works fine. 

[denamo]

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@FerdinandFitbit wrote:

Hi everyone! Good to see you all around!

Thank you all for sharing all these important details of what you're experiencing!

Rest assured that we're working to see what is going on here. That's the reason why I'd like you to confirm a few things.

1. According to what I've been reading from you, this started happening after an App update that happened back in late August apparently for both, Android and iOS users. Now, there have been some other app updates after that. The question is... Have you updated the Fitbit app to the latest versions after that one released on late August? If so, have you noticed any improvement or it has not made any difference at all?

2. About the issue specifically, is it happening to you all that your tracker will randomly turn off and you need to put it in the tracker to get it back on? How long after taking it out of the charger does it turn off again? If you sync your tracker regularly, have you noticed that the battery drains faster than it should or the battery works fine but it just turns off out of nowhere?

I'd appreciate if you guys could please answer these two questions with as much detail as possible to keep investigating.

Thanks a lot for your patience. I'll be looking forward for your replies!

1. My Alta experienced the shut down issue in September.

2.My Alta seems to shut down at about 75% charge. I can get it restarted by placing it on the charger, but it will turn off once removed. It has to stay on the charger for several hours. Eventually, I can get the full battery graphic. At that point I can reset it. The full battery graphic must show in order for the charger to vibrate and reset. If trying to reset when the battery graphic shows wavy lines, the reset is incomplete.  It will then shut down within a very few minutes...10 to 20 minutes of removing from the charger. The tracker vibrating is critical to a full reset. Haven't noticed any battery drain related to syncing. Honestly, hard to know since it shuts down in less than 24 hours off being out restarted.

3. I fully anticipate after going through the above procedure, that my Fitbit will shut down in 10 - 12 hours.  Or whenever it reaches the 75% charge.  I'll know the time it shut down because it will appear on the tracker when i attach it to the charger.

Anything you can do to help escalate the acknowledgement of this problem to garner  a solution is appreciated.

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[nightdarkangel]

@FerdinandFitbit I have the same issue.

1. According to what I've been reading from you, this started happening after an App update that happened back in late August apparently for both, Android and iOS users. Now, there have been some other app updates after that. The question is... Have you updated the Fitbit app to the latest versions after that one released on late August? If so, have you noticed any improvement or it has not made any difference at all?

I noticed it starting in September. I thought maybe a fluke. I then did the reset and it did not fix it. Both my app and the fitbit are up to date.

2. About the issue specifically, is it happening to you all that your tracker will randomly turn off and you need to put it in the tracker to get it back on? How long after taking it out of the charger does it turn off again? If you sync your tracker regularly, have you noticed that the battery drains faster than it should or the battery works fine but it just turns off out of nowhere?

My tracker will turn off on about day 4 when it says still half battery left. It seems to work multiple days after being on the charger. I sync at least once a day. Fitbit app seems to have issues with the steps as well.

[denamo]

Ferdinand,  Forgot to mention my app is up to date, as well as, the firmware on my tracker.  

[YojanaFitbit]

Thanks for reaching out the Forums guys! 

We really appreciate all efforts that you've done to solve the issues with your Alta. If you've already tried to restart your Alta, along with the tips that @FerdinandFitbit suggested here. I'd recommend to get more details with our support team, I'd be more than glad to give you a hand with that. We're very interested in helping you out with this. Please keep us posted.

Thanks you for your understanding.

[Aircleaner218]

You are likely right and as we know know, Apple alegedly did that so customers would replace their old slow phones with the newer more expensive model. I think that is what is happening here, too.

[denamo]

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@YojanaFitbit wrote:

Thanks for reaching out the Forums guys! 

We really appreciate all efforts that you've done to solve the issues with your Alta. If you've already tried to restart your Alta, along with the tips that @FerdinandFitbit suggested here. I'd recommend to get more details with our support team, I'd be more than glad to give you a hand with that. We're very interested in helping you out with this. Please keep us posted.

Thanks you for your understanding.

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What do you mean to "recommend to get more details with our support team"? Do they have a solution other than a discount coupon to buy another Fitbit? 

[denamo]

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@Aircleaner218 wrote:
You are likely right and as we know know, Apple alegedly did that so customers would replace their old slow phones with the newer more expensive model. I think that is what is happening here, too.

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Unfortunately, there are probably not as many Alta Fitbit users as there are people who owned the older iPhones.  I really hope a firmware update, inadvertently making the Alta shutdown, to get Fitbit owners to purchase the newest model isn't happening here. I'd like to think they wrote code with an error, and they are trying to find a solution. Keeping my fingers crossed, and trying not to sound naïve.

[G.Kristin]

I have done multiple updates on the fitbit app and also 1 update on my samsung. I am still having problems. It usually dies when it's at 35 to 40% battery. 

Sent from Yahoo Mail on Android

[GJBA]

Sorry to hear about the problems you have experienced. I gave up after I was
blocked from the community forum. Still not able to get my ALTA to work
therefore I stopped wearing it as it reminded me that I could not get a
solution to my problem







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[rjdibert]

I got an exchange for a new AltaHR, but was told you are no longer allowing a warranty purchase on it. Not great consumer support!
Rita Dibert

Moderator edit: personal info removed

[Dmj2810]

My Alta is only 16 months old.

I noticed it was turned off shortly after the last update, now it turns off intermittently, regardless of charge in the battery, and will only restart when plugged in.

Would like to think Fitbit are sorting this out as this is not the only place in reading about this issue.

[Ellen07]

I charged my alta all night Thursday into Friday to have it shut off yesterday morning.  Came home from work, charged it again for a few hours to have it shut off again about 9 last night.  Has been on on the charger since 6:30 this morning but still shows charging.   I have removed and added it twice.  It was a gift from my husband and kids Christmas 2016 so not even 2 years old yet.  The battery still shows almost full, no warning that it is getting low , just goes blank.  The battery used to last 5 days at least but now I feel like I'm charging it every day or every other day.  If these issues are not fixed, I will definitely be looking at a different brand

[FerdinandFitbit]

Hi everyone! Thank you all for your patience with this and thanks for those who replied to the questions I asked about the issue specifically. This information will help us do some deeper research and see what could be going on and hopefully have a solution for this very soon.

If you need anything else, I'm always around and again, I appreciate your patience and understanding with this.

[GJBA]

Sorry to hear about the issues you are experiencing with your ALTA I have
had mine fail every two to three hours. I have tried all the different
methods without much success Here is hoping that there is a new update
posted to address the ongoing issue we are all experiencing. Kee[ us all
posted if you hear of anything

[denamo]

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@FerdinandFitbit wrote:

Hi everyone! Thank you all for your patience with this and thanks for those who replied to the questions I asked about the issue specifically. This information will help us do some deeper research and see what could be going on and hopefully have a solution for this very soon.

If you need anything else, I'm always around and again, I appreciate your patience and understanding with this.

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Ferdinand, Thank you for reporting back here.  We look forward to you coming back soon and letting us know of the solution that will reinstate the Alta Fitbit to it's normal condition.  Thanks so much!