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

[cshornbeak]

I agree totally. I think that it is a firmware issue also. I think that there is some kind of glitch in the OS that is telling the device that the battery is dead when it is actually at 75%.

Thanks,

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[frogdancer]

Having the same issue. I have had fitbits for years. My Alta started doing this while training for a marathon. I opted not to switch and took the replacement. Now, just a few months into my "new" (or what I thought was new) Alta its doing the same thing. I did all the troubleshooting and am not sitting on the phone with Fitbit because they are telling me it doesn't matter that I only got this a few months ago, the warranty only applies to the original purchase...so no warranty on this replacement.

Seriously? So they sent me a potentially used Alta, it has the exact same problem (and appears lots of people have this issue), and they tell me I can get 25% off a ridiculous fitbit that costs 2x the price and that I don't need. Won't even offer a discount on a replacement alta...

[GJBA]

Who has been able to Escalate to FITBIT highest level of technical support
to address this issue?? Since I am out of warranty FITBIT won't help with a
possible solution. Any recommendation?? My ALTA is fully charged when
connected to computer,then I disconnect from computer . It will not do
anything as if the battery is dead.







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[LiliyaFitbit]

Welcome to the Fitbit Community @rujaylee @huker325 @il-ryan @ValNA @frogdancer  It's nice to see you around @Stevewinker @GJBA @Padmagirison @G.Kristin @cshornbeak 

@rujaylee thank you for joining the conversation and sharing your experience with the Alta tracker which you bought last Thanksgiving. I appreciate your efforts to resolve the issue by restarting your device. Since the steps you tried didn't work, I've gone ahead and escalated your case to our Support team, for them to assist you further and provide a solution. Please keep an eye on your inbox for further instructions. 

@huker325 thanks so much for taking the time to troubleshoot the issue with your tracker. I really appreciate your time and efforts. I understand how you are feeling about this situation and hope the issue is resolved. You can take a look at this page for more information about the warranty policy.

@Stevewinker @Padmagirison thank you for your participation and input. 

@GJBA I appreciate your efforts to resolve the issue and sharing your feedback. We're constantly working on improving our devices and user experiences.

@il-ryan I appreciate your participation in the Forums and reporting the same issue with your tracker. If you haven't done so, I'd like you to restart your tracker as described in this help article. This will refresh your tracker internally. Please monitor your tracker during the next 24 hours and let me know if the issue gets fixed.

@ValNA thank you for joining the conversation. I am sorry to hear you're experiencing the same issue with your device. I totally understand how you are feeling as you loved your device and would like to confirm if you tried to restart your Alta by following these steps: How do I restart my Fitbit device?

@G.Kristin thank you for your feedback. We sometimes issue factory-certified refurbished products as warranty replacements. These are typically products that were returned to Fitbit unused for reasons like wrong size and wrong color. These products are tested and determined to work like new. 

@cshornbeak thank you for sharing your thoughts. Our team is always working on improving our devices and user experiences, and your comments are always welcome.

@frogdancer thank you for being a Fitbit customer and sharing your experience with your replacement tracker and Customer Support. I understand you've invested in the Fitbit Family; however, we as any other company have policies to follow through. I totally understand how you are feeling and appreciate your feedback. We're constantly working on improving our devices and user experiences and hope to keep you in the Fitbit family.

If you have any questions, feel free to let me know.

[ValNA]

@LiliyaFitbit I have tried restarting my Fitbit Alta and had the same issue.

[huker325]

Update:

Well, I got just under 2 days out of mine this time...when I put it back on the charger it immediately started charging at a little over half power...not sure what that means but info is "power" right?

[TRodneys]

I'm having a similar problem.  Mine works fine as long as I'm wearing it.  But, if I take it off at night, it has shut off by morning.  When I plug it in to charge, it shows it still has a charge so it's not out of battery.  But, this is causing me to have to plug it in every night which is very annoying and inconvenient.

[Padmagirison]

HiWhy did you charge it when the power was a little over half or did the Alta stopped working and you thought the battery had no power.

Sent from Yahoo Mail on Android

[ValNA]

Mine keeps shutting down so it has to be plugged in to get it to turn back
on

[Padmagirison]

I am wearing it all the time except while showering.To track your sleeping,you need to wear it too.try and see whether it is still working when you get up in the morning

Sent from Yahoo Mail on Android

[ValNA]

I wear it all of the time and have been. It's kinda hard to track things
though when it keeps freezing or shutting off.

[LiliyaFitbit]

It's nice to see you around @ValNA @Padmagirison @huker325. Welcome to the forums @TRodneys.  

@ValNA thank you for your troubleshooting efforts. Since the issue persists, I've sent your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

@huker325 thank you for sharing the additional details. If the issue persists, please let me know and I will be glad to assist you further. 

@TRodneys I appreciate your participation in the Forums and sharing your experience with your Fitbit Alta. Have you tried to restart your device and see if this helps?

@Padmagirison thank you for your helpful tips!

I'll be around if you need further assistance.

[ValNA]

@LiliyaFitbit thank you!!

[huker325]

Hey, just checking to see if that makes a difference...as you can see from the thread I'm trying everything...no reason not to since I'm out of warranty...

[TRodneys]

Yes, I've tried restarting.  Same issue.

[ValNA]

It didn't work, mine was still under warranty and they are going to replace
it. Fingers crossed for you that something works.

[Lindajbeck]

Thanks for the email. Still trying everything I can and amazon offered me
a $25 certificate...

[ValNA]

It isn't much but at least they offered something, right?

[LiliyaFitbit]

Thank you for your replies @ValNA @huker325 @TRodneys and @Lindajbeck. 

@huker325 thank you for the update. I am sorry to hear the issue persists, I really appreciate all your efforts and your time trying to resolve the issue. Upon checking with our Support team, I was told that you have already contacted them. I'd suggest to keep communication open with our team, since they have already all the details of the case and special tools to help you out and provide a solution based on your warranty options. I appreciate your understanding. 

@TRodneys thank you for your troubleshooting efforts. Since the issue persists, I'll send your case to our Support team so they can investigate further. You will receive an email from them soon.

@ValNA I'm glad to hear that you had a great experience with Customer Support and now you'll receive a replacement! I appreciate your time and feedback. 

@Lindajbeck Thank you for your efforts to resolve the issue. I am glad to hear Amazon offered you a $25 certificate. I also could see that you've been working with our Support team regarding this issue. I know they will be glad to help you out and provide you a solution, please keep working with them. 

If you have any questions, feel free to let me know.

[GJBA]

Mine does not do anything on a full charge when it's not connected to
computer. I am beyond frustrated with FITBIT







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