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

[PattyinVA]

I wonder if we can use the coupons in conjunction with Black Friday sales?PattySent from my Verizon, Samsung Galaxy smartphone

[VFRdilbert]

Done that several times - no joy.

I really dislike the corporate answer - buy a new tracker.  As a s/w engineer, I know this is a firmware glitch.  Just fix it, okay?

[PattyinVA]

That is what I have been telling Customer Service. It cannot be an App issue when I continue to experience the problem after I re.ove it from the App. PattySent from my Verizon, Samsung Galaxy smartphone

[VFRdilbert]

Fitbit app on my computer was last updated 10/3/18, v2.37.1675(58508).

Fitbit app on my iPhone is v2.82

My Alta fitbit is running v21.40.02

Unit seems to work well while attached to charger but once detached, display is inop.  Unit is useless in this condition.

I have done the 'three click' reboot and also uninstalled and reinstalled unit - no joy.

The (so called) Customer Service answer of a shrug and a 25% discount on a new item is more an insult than a solution.  Just fix it, please.

[Nobell]

Add me as an unhappy customer also. My Alta is going through the same problems for the last 3 weeks. Very frustrating to have to put it on the charger for a few minutes to make it work again. I just spoke to Erica at support and offered me the same discount. I just wish someone from the tech side can fix the firmware problems as I really like my Alta. It’s not our fault after all ☹️

[pattells]

You know, it was nice of Ferdinand to address our concerns and send our problems up the chain to support. But since he did that, I haven't heard from anyone. No 25% off coupon, no sorry you are experiencing troubles, nothing. We can complain all we want on this board, but this is a FITBIT board, so if they want to ignore us, they can. I definitely think I will take my fitness tracker business elsewhere, and also my complaints on how this issue has been ignored. If this was more public, maybe they would address the issue.

[nightdarkangel]

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@pattells wrote:
You know, it was nice of Ferdinand to address our concerns and send our problems up the chain to support. But since he did that, I haven't heard from anyone. No 25% off coupon, no sorry you are experiencing troubles, nothing. We can complain all we want on this board, but this is a FITBIT board, so if they want to ignore us, they can. I definitely think I will take my fitness tracker business elsewhere, and also my complaints on how this issue has been ignored. If this was more public, maybe they would address the issue.

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Just make tweets, comment on FB, Reddit. I know I have made my voice heard multiple times over. I do at least one post somewhere everyday. I love their products. But if they are going to make me move on like apple then I guess why should I stay?

[LoveMyAlta]

After about a month of my Alta dying at 3/4 power, and me limping it along, it finally would not turn on at all unless it was plugged in (like you VFRdilbert). 

I saw someone a few weeks after and was shocked that she had a working Alta. I believe it is called availability bias: I had assumed every Alta in the world had died after all the posts here. 

Logically, it can't be a selective software glitch, so seems to me that the battery just doesn't hold up more than a couple years depending on use, and starts giving funny signals to the app (like showing 3/4 power when there is none, so no notice of low battery, etc). Or maybe it got wet or dropped, who knows. 

Just an assumption, so I ordered another Fitbit with my 25% off to test my theory. I hope it will last another 2 years. But a new complaint - none are available until December! Oh the missed steps!

[denamo]

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@LoveMyAlta wrote:

After about a month of my Alta dying at 3/4 power, and me limping it along, it finally would not turn on at all unless it was plugged in (like you VFRdilbert). 

I saw someone a few weeks after and was shocked that she had a working Alta. I believe it is called availability bias: I had assumed every Alta in the world had died after all the posts here. 

Logically, it can't be a selective software glitch, so seems to me that the battery just doesn't hold up more than a couple years depending on use, and starts giving funny signals to the app (like showing 3/4 power when there is none, so no notice of low battery, etc). Or maybe it got wet or dropped, who knows. 

Just an assumption, so I ordered another Fitbit with my 25% off to test my theory. I hope it will last another 2 years. But a new complaint - none are available until December! Oh the missed steps!

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One more scenario to get us to buy the newest Fitbit. I've already moved on. Will not invest in this company.  Speaking with my pocketbook.

[FionaMed]

I've been experiencing problems for a least two and a half to three weeks when my fit bit toward the end of the day it has suddenly died - but when I up it in to charge up - the battery is no where near totally drained.

Last week was particularly bad with first the fitbit Alta stopping during the night and then I was totally unable to make it work.  It was on charge for about 5 days when it suddenly seemed to start working again - I was so happy!  However happiness short lived it worked all day, counted my steps I checked it before going to bed - still 95% charged - all good.  Got up this morning - it has turned off!!!! How frustrating.  This really is not good enough.

If I have to replace it, I will be going elsewhere, which is a real shame, but the sheer number of people with the same complaint tells me 'Fitbit' the company do not care about its customers, word of mouth and reputation going forward.  Come on Fitbit - sort this out, please.

[FerdinandFitbit]

Hi there everyone! Good to see you all around! 🙂

@healthygran @DeborahDarlene @sbudzik09 @Tigger87 @swith5 @SunsetRunner @pattells @FionaMed, I've gone ahead and escalated your case to the Support Team for them to help you out. Please, keep an eye on your inbox for more instructions and if you need more help, let me know!

@nightdarkangel, huh, thanks a lot for sharing this workaround! While as you say, this hsould not be a long term solution, I hope it helps some while we get a permanent fix. Again, thanks for sharing it here.

@PattyinVA, you will be able to use the discount only on regular priced trackers.

Anything else, I'm here to help!

[PattyinVA]

Thank you for the clarification. PattySent from my Verizon, Samsung Galaxy smartphone

[Padmagirison]

I am facing the problem fitbit not working on and off mine is about one year old no body offering a permanent solution fed up with fitbit Alta

[Liz2350]

Hi, my Fitbit has started doing the same in the last 3 weeks  It was purchased here in New Zealand in Dec 2016. What is the solution for us in NZ? Since these unexpected shutdowns, my Alta also does not always remember to issue the 10 min alerts.

It's very distressing.

[Padmagirison]

My fitbit Alta is working,but display screen does not work have to check with my phone to track my daily steps

Sent from Yahoo Mail on Android

[FerdinandFitbit]

Hi everyone! Good to see you in the Forums! 🙂

@Padmagirison, I'm sorry to hear that your tracker does work except for the display. I'd like to help you out with this.

Have you tried to restart your Alta by any chance? If not, You can easily do this by clipping your tracker to the charger and plugging the charger to a USB port on your computer or a wall charger. Then, Press the button on your charging cable three times within four seconds and your tracker should vibrate and show the Fitbit logo. This will make your tracker to reboot. Let me know it goes from there.

@Liz2350 I've gone ahead and escalated your case to the Support Team. You should receive an email shortly for more instructions. If you need more help, I'm always around!

[Padmagirison]

hi
i did as indicated in your post.could feel the vibration while pressing
the button,but fitbit logo did not appear not sure whether the tracker is
getting rebooted
thanks a lot

[Liz2350]

Hi Padmsgirison, 

I had to do the process a couple of times before the Fitbit symbol came up, so maybe try a couple more times. Hope this helps 

[Padmagirison]

Me too tried about 2/3 times ,will try some again.thsnk you

[18Walk]

My fitbit did this today, nothing I tried has worked.  Fully charged, as soon as I take it off the charger it goes blank.  Did you get help on this?