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

[kabochniak]

I also have the same problem as the others.  I have only had mine for a little under 3 months and don't remember having a problem until recently.  

[motiv8j]

LiliyaFitbit, you are trying very hard to sound positive (great customer service jargon) but ultimately there is never an explanation. What is it? Is the BMS/coulomb counter/algorithm wrong? Are the upper or lower limits in the BMS wrong? Is the BMS purposefully giving the wrong reading as the battery is incorrectly sized? What is it?

[Lindajbeck]

I suggest you go online and do a live chat. You may still be under
warranty

[kabochniak]

Thank you. Will do.

[huker325]

Appreciated...but my Fitbit is out of warranty.  As an aside, my little experiment of putting in on the charger to keep it from shutting off didn't work.  It went off at work and showed almost full power when I got home and hooked it back up.

[Azemel]

Mine too! I hit 10k and it shuts off. It was fully charged overnight too. It was probably around 3/4 battery when it died. So annoying. I’m buying another brand next time.

[huker325]

I've tried a few things but nothing seems to work.  Most people in this thread think it's a Firmware issue.  

[Stevewinker]

Mine only works when plugged in to the charger

Moderator edit: personal info removed

[Sarah9854]

Unfortunately I am experiencing the same problem. I have used FitBit Chat, but whilst they were polite, nothing was actually resolved. I am surprised that given the problem is so widespread that nothing can actually be done to fix it, such as a software update. Mine is out of warranty but the problem didn't start until recently (I have had it nearly 3 years). I was offered a 25% discount, but how do I know the same thing wouldn't happen again? 

[LiliyaFitbit]

Welcome to the Fitbit Community @kabochniak @Azemel @motiv8j and @Sarah9854 ! It's nice to see you around @Stevewinker @huker325 @Lindajbeck @GJBA. I am sorry for the delayed response. 

@kabochniak thank you for joining the conversation and sharing that you have the same issue with your Fitbit Alta. I appreciate your efforts to resolve the issue. Upon checking with our Support team, I was told that you have already contacted them and that they were able to help you. I really appreciate your efforts and your time. 

@Lindajbeck thank you for your participation and efforts to help.

@huker325 @Sarah9854 thank you for taking the time to get in touch with our Support Team. I appreciate your time and efforts. I am sure they tried to help in the best possible manner and provided a solution based on your warranty. Your feedback is appreciated, Fitbit is always working to improve its trackers and watches.

@GJBA @Stevewinker thank you for sharing the additional details. I am sorry to hear about your experience. Since you've been in touch with the Support team regarding this, please keep the 

communication open with them, they have already all the details and special tools to continue assisting you. 

@Azemel thank you for joining the conversation and sharing the details of the issue with your device. I totally understand how you are feeling and would like to confirm if you've tried to restart your Alta to see if this helps?

@motiv8j thank you for sharing your thoughts. I appreciate your feedback and understand your concern. Fitbit trackers are made to last and we do not expect manufacturing issues to affect our devices, however, due to some factors that are beyond human control, materials that these trackers are made of also reach its limit. Our team is always working on improving our devices and user experiences, and your comments are always welcome.

I'll be around if you need further assistance.

[JodeGabe]

I have the same problem. Battery is charged, it just turns off randomly through the day. I have 1157 steps at 8 p.m. when I went for a 3 mile walk earlier today. I should have at least 3000 steps.

[JodeGabe]

I removed and re-added as you said. It worked like a charm for a 3 days. Now back to the same old random dying. Since you posted last year wondering if your Alta is still working after the removal etc. Or how often do you have to remove and add?

[Stevewinker]

Hi not had any help my Fitbit Alta only work. If it's plugged in to charger if I put it on it won't work tried all sorts to get it working i only had it 14 months when it packed up don't know how to get help with it apart from pressing the button it buzzes but won't stay on when I remove from charger wish someone could help

Moderator edit: personal info removed

[G.Kristin]

I gave up and bought a new Alta HR. Got it cheaper on black Friday than the 25% they offered. Of course once I bought a new one, it took like  week for it to finally die on it's own. 

Sent from Yahoo Mail on Android

[GJBA]

FYI

I have not been helped NOR resolved my ongoing issue!!!







---
This email has been checked for viruses by Avast antivirus software.
https://www.avast.com/antivirus

[huker325]

A few times...tried other things too...but I'm about done.  I don't imagine I'll get any actual assistance from Fitbit on this issue.  The total sum action from my chat was the 25% off a new purchase that others have been offered. 

I believe this is a firmware issue (suggested by others)...but I also believe the Alta is a done issue for Fitbit.  I'm not knocking them (much) but they should just admit that they aren't going to do anything to fix the problem...end of story.

[kabochniak]

I ended up calling them.

[Artlover08]

I am having the same issue that everyone else is having with my alta. I had the same problem when I had a flex. I’m getting really tired of Fitbit making products that purposely die so soon after being purchased. 2 years is NOT an adequate life span for a product. My iPhone 4 still works like a charm with all the current updates. Why can’t fitbit build a quality product for once? Looks like I need to switch to an Apple Watch if this issue can’t be resolved. At least I know they’ll actually help their customers when something goes wrong instead of giving an excuse of “your battery is just dying unusually quick.” Any chance they have come up with a fix for this issue yet? I don’t have time to read through 24 pages of comments.

[G.Kristin]

No fix as of yet on it. I started with problems over a year ago. They could have put an update through by now. Most other electronics will do an update to fix a bug or glitch. But it's obvious they don't care. Mine was so than a yr old when I first called but they gave me bandaid approaches and things to try until I was passed the 1 yr. Then it was sorry sucker. Mine is just sitting in a drawer now. 

Sent from Yahoo Mail on Android

[LiliyaFitbit]

Hi @JodeGabe @Stevewinker @G.Kristin @GJBA @huker325 @kabochniak it's nice to see you again in our Community! Welcome to the forums @Artlover08! 

@JodeGabe thank you for joining the conversation and providing the details of the issue you're experiencing with your Fitbit Alta. I appreciate your troubleshooting efforts and recommend restarting your device by following these steps: How do I restart my Fitbit device? 

@Stevewinker thank you for providing the additional details. I've updated your case and our Customer Support team will be contacting you soon. Please keep an eye on your inbox. I recommend checking your spam/junk folders so you won't miss the email. If you have any difficulties with receiving emails, please let me know. You can also contact Customer Support using this link. 

@G.Kristin @huker325 thank you for sharing your experience and feedback. Our team is always working on improving our devices and user experiences, and your comments are always welcome.

@GJBA I'm sorry to hear about your experience. I'd suggest to keep communication open with our Support team and contact them back since they have already all the details of your case and tools to continue assisting you. 

@kabochniak thanks for taking the time to get in touch with our Support Team. I am sure they helped you in the best possible manner. 

@Artlover08 thank you for sharing your feedback and experience. We're constantly striving to improve Fitbit products and services, and we very much appreciate all of the input we receive from our customers. Upon checking with our Support team, I was told that you have already contacted them. I know they will be glad to help you out and provide you a solution, please keep working with them. 

Feel free to reach out if you have any other questions.