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

[FionaMed]

I am in agreement - if this is the issue and Fitbit know why not just tell us?  This would be such a simple solution and get this community off their back. 

Essentially I had an original charger it broke, I got a new one (compatible) it charged for a while, but then I needed to reset my Alta and realised there was no little button on the USB end of the cable.  I purchased a bona fide cable (with the reset button) to no avail, sometimes it charges, sometimes not, sometimes it resets, sometimes not.  There is no rhyme or reason.  However I have got so used to enjoying looking at my sleep, checking on my step count I have purchased my self a smartwatch - guess what Fitbit are not getting my money!

The lack of customer service has done for me.  I will not be recommending their products anytime soon.

Arrivederci! 

[PattyinVA]

When customer service was helping me ‘solve’ my Alta issue, they asked me a series of questions, one of which was how do I charge my Alta. I do charge mine either at home or work via computer USB or in my car with one of the original chargers.

I was going to replace my Alta on Black Friday, but decided to go with the Charge 3 purchased via QVC and got a 3 year warranty for the price of a 2 year warranty with Fitbit. This way if anything happens …. I should be covered. 😊

Sent from Mail for Windows 10

[FerdinandFitbit]

Hi there everyone! Great to have you all in the Community Forums! 🙂

@SunsetRunner @Delwyn @Sravs , I'm sorry about that. I've gone ahead and escalated your case to our Support Team for further assistance. You should be receiving an email soon with more instructions. Let me know if you need more help.

@Snowytoes13, Thanks a lot for sharing your feedback about this. I totally understand your position. I'm sorry that from my position, there's not much else I can do for you but I will be sure to forward your insight.

If you guys need more help, I'm always around!

[18Walk]

I have order a new charger with rest button. Did not work. The display will work but as soon as it is off the charger it will not light up. My husband is getting me a new one.

Sent from my iPad

[YojanaFitbit]

Hi @18Walk, nice to see you on the Forums again. 

Sorry to hear about what happened with you new Alta. Can you please try to restart it, and if that doesn't work please let me know so I can request a ticket for you. Out team will be happy to help you out with this checking your warranty options.

Keep me posted.

[MrShift-4]

How do I get in on this offer?

No one at fitbit seemed to respond to my issues
I tried the restart. Problem not solved

[G.Kristin]

I got a better deal at kohls with all the Christmas sales going on. Ended up getting an Alta HR. 

Sent from Yahoo Mail on Android

[Padmagirison]

Thanks a lot for your initiative

[Snowytoes13]

Hi @FerdinandFitbit

Can you help find out what is happening with my replacement ? The customer support team asked me to wait 5 working days after sending the last one back and they would be in touch to organise the replacement ( my fourth ).  Seven days at least have gone past and I haven't heard from them and they haven't responded to my email enquiring about it.

[Padmagirison]

I am in India now,not sure whether i can help you in any way we are helpless have to waitHope you got your replacement by nowBest of luck

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[Trishdan]

Mine does the same thing. 😕

[FerdinandFitbit]

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

@MrShift-4, I've escalated your cases to the Support Team for further assistance. Please, keep an eye on your inbox for more instructions and if you need help with the process, let me know!

@Snowytoes13, I'm sorry about that. I just spoke with the Support Team and it seems they're working on getting you back on track. Let me know if you get to need more help!

If you guys need anything else, I'm always around!

[Trishdan]

Is Fitbit looking into how the update has negatively effected Altas and how
they can fix it?
~Trish

Moderator edit: Removed personal information.

[18Walk]

I have given up and got a new one.  Alta HR - this way it will fit all my current extra bands that I have gotten.

[YojanaFitbit]

Hope you are doing great and enjoying some healthy activities @Trishdan and @18Walk.

We're glad to see you around, thank you for the thorough feedback for the Fitbit environment, customer service and devices. This has not gone unnoticed and be sure that I will pass this along. We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success.   

I'm glad to see that you got a new one @18Walk! Congrats! It's great to know that you're back on track.

I'll be around in case that you have additional questions and thanks again for your participation in the community!

[Urbanna]

@FerdinandFitbit

The current version as I understand it is 21.40.2

However, mine has an extra "21" in the version number on the dashboard so it reads as version 21.21.40.2

My device upon restart says v21.40.02

What does this mean?

[clairelawrie]

Has a fix to this been identified?  Mines switches itself off all the time, if I take it off for 10 minutes I have to plug it in to get it back on, sometimes it just switches off when on my wrist even with a full battery and I have to plug it in to get it to work and then it can be stuck at the time when it went off for ages.  

Mines isn't even a year old yet so it surely isn't just done!?!

[Padmagirison]

I am not inclined to buy another  fitbit product

Sent from Yahoo Mail on Android

[Ellen07]

I have that problem also.  But if you have the fitbit app on your phone and add your fitbit, you can sync it and it will reset the time

[YojanaFitbit]

Hi @Urbanna and @Ellen07, thanks for getting back. Hey @clairelawrie, welcome to the Forums. Thank for sharing your feedback @Padmagirison.

@Urbanna You're right, that's the way the version is shown on the Fitbit but you don't have to worry; it means the same that V.21.40.02. That's just the way that it is displayed on the devices. Is your Alta working better now?

@clairelawrie Thanks for those details. I've escalated your case to our support team, they will be getting in touch with you shortly. Let me know if you need anything else.

@Ellen07 That's a great suggestion, thanks for your input. Can you please confirm that your Alta is holding the charge and it is working fine when it is connected on the charge. How often is this happening to you?

I'll be around.