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

[Browneyedgirl13]

I spoke with support yesterday. They gave me these instructions to restart my device. It seems to be working. 

Help us troubleshoot this issue following the next steps to restart your device:
-Plug your charging cable into a USB port on your computer or any UL-certified USB wall charger.
-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.
-Press the button on your charging cable 3-5 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.
-Unplug your tracker from the charging cable.
-Wear your device as usual

Hope this helps.

[Stevewinker]

Hi thanks for the info I tried this a few time it comes on but when you did connect it goes off and won't show anything when I tap it think it's battery trouble but don't know where the battery is

Moderator edit: personal info removed

[Stevewinker]

I won't be buying another as a pensioner money is scarce so you need to be careful thought it would last longer than sixteen months feel I have been robbed and it gave me incentive to lose the weight I have to lose for an operation I am hoping for but hey we learn the hard way

Moderator edit: personal info removed

[SherryKantor]

My son just bought me a replacement Alta in March, after I lost my old one. It is doing the same things. It's only June. Now what?

[LiliyaFitbit]

Welcome to the Fitbit Community @SherryKantor. I appreciate your participation @Stevewinker @Browneyedgirl13 and @elliekat.   

@elliekat I totally understand how you are feeling and appreciate your feedback. Our team is always working on improving our devices and user experiences, and your comments are always welcome.

@Browneyedgirl13 thank you for taking the time to get in touch with our Support Team and sharing the steps which helped you resolve the issue with your Fitbit Alta. I appreciate your time and efforts and hope you continue enjoying your Fitbit tracker. 

@Stevewinker thank you for your troubleshooting efforts. I appreciate your feedback and would like to confirm if you've received an email from Customer Support as you have an existing case with them?

@SherryKantor thank you for joining the conversation and sharing the issue you're experiencing with your Fitbit Alta which your son bought for you. I would like to confirm if you've tried the steps suggested by @Browneyedgirl13 ? Keep me posted on the outcome. 

I'll be around.

[rujaylee]

Hi there, 

I have the same case here. I bought my Alta last Thanksgiving. For the first few months it looked good, usually can last 5 - 6 day with the normal use after the full charge. But one day, it started to be shut off automatically no matter how much power it has (usually still plenty). I have to use the charger to turn it on to use it again, but it will be shut off again (sometimes last another day, sometimes few hours). I have tried to "restart" the device, not sure does it matter... but same thing keeps happening. Now I think if I have a full charge, it would probably last at least 2 days before auto-shutoff starts to happen, otherwise it would happen like anytime... Please help, thanks.

[huker325]

Same issue here...suddenly my Alta would cut off in less than a day.  I would wake up and it was dead.  I've had this one for a long time and didn't have the original charger.  At first I was told that there was nothing I could do to restart the device without that charger. 

I had a thunderbolt moment and checked...they still have the chargers for sale (around $4 on the website but I got mine via Amazon Prime).  I got another and was really excited.  I thought everything was fine but it cut out on me again after 2.5 days.  It was at maybe 75%...but that's better than it was so I'm going to restart it again and see how it goes...

UPDATE:

This morning I checked and it was still showing a fully charged battery (untrue)...so I restarted it...and restarted it and so on...maybe 5 times.  I left it alone and just checked.  Now it's at half power and charging...we'll see how this goes.

[Stevewinker]

Wish I could help mine only works now if it's plugged into the charger no body from Fitbit had come up with an explanation don't think they are interested they got there money for it won't buy another hope you get help with yours

Moderator edit: personal info removed

[Stevewinker]

Hop it works mine only works when on the charger😎

Moderator edit: personal info removed

[GJBA]

Please let us know if you get anywhere, I myself have given up because my
ALTA does not work on a full charge and there are NO UPDATES to address this
ongoing issue that several hundred people are experiencing because we are
OUT OF WARRANTY. The only solution is to purchase NEW equipment. FITBIT
HELP!!!!

Update:

Steve, I agree with you and unfortunately this feeling will last a long time
with me. I will make certain that I tell anyone that will listen to me about
the functionality or lack of with my ALTA.

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Moderator edit: merged replies

[GJBA]

Good luck , I do not believe that it's the charger. I suspect that it need
FIRMWARE update to address this issue. I have worked in IT for 15 years and
have seen FIRMWARE resolve a lot of issues. Too bad the company does not
see this as a solution

Update:

That is exactly what mine does and yet FITBIT will not assist in addressing
the issue. They offered a discount to purchase another product. What
happened to customer service and technical support to resolve issues?

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Moderator edit: merged replies

[Padmagirison]

Fitbit will replace since it is still under warranty

Sent from Yahoo Mail on Android

[GJBA]

Of course they have to replace while under warranty, why NOT help with
finding a solution for the ones out of WARRANTY with a software /firmware
solution to FIX the problems???????







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[il-ryan]

Same thing happened to me 

[Stevewinker]

Sounds like the answer

Moderator edit: personal info removed

[ValNA]

Mine has been doing the same thing. My alta is only 7 months old and I've been having to plug it in every 2 hours or so. It's ridiculous. Up until this issue I loved my Fitbit, now I'm starting to think about changing.

[GJBA]

It is a "KNOWN" issue that FITBIT does not want to address or resolve. Good
luck !







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[G.Kristin]

The problem with replacing under warranty is you are getting a used refurbished one. I've seen the refurbished ones to have the same issue and now there is no warranty at all. 

[huker325]

Well, mine cut off on me again...getting frustrated but like the stubborn Gen-Xer I am, I threw it back on the charger again.  After the restart it showed at maybe 75%.  That was yesterday...Still on so we'll see...fingers crossed.

[huker325]

Mine is way out of warranty as well...I'm hoping that my efforts make a difference (buying a new charger). because I'm not jazzed on buying anything right now.  If I have to I'm going to explore my options.