Fitbit Alta turning off out of the charger

[Srishti97]

My fitbit alta has stopped working as soon as its being Unplugged from the charger.Even after tapping it multiple times,it is not reponding as if its dead and as soon as its plugged with charger,Its battery in fitbit app shows that its fully charged and synced but when unplugged,its not working at all.

Help me as soon as possible!

Moderator edit: Updated title for clarity, format

[SunsetRunner]

Mine just started this while I was on holiday.Messed up 4 days of long walks not recording the steps to up my stats! Very disappointed! Tried a restart several times with no success, contacted live chat 2 days ago and got no real help...just to restart it again then contact again to go to the next level of help..the live chat tab has not appeared since!! Not happy! Can anything be done to rectify this or do I have to buy a new tracker? Also if I put it on as a new device..would it remove all my stats up to now? 

[Paynev]

Good afternoon!

im having the same problem other Alta users have reported. I have cleaned the contacts to ensure a proper charge.  I have done the restart process a number of times and see the Fitbit logo after the restart. The battery says it’s charged but as soon as I take it off the charger it becomes unresponsive. 

I find the high number of recent similar experiences highly disappointing.  It’s very easy to conclude that Alta users are being discontinued along with the Alta. 

[Gkhawker]

I had the same with my old one so fitbit replaces it but I’m having the same problem with this one too!! I have brought brand new chargers and everything very disapointing 

[SunsetRunner]

It is very disappointing as they are not cheap to buy and the customer service so far has not been good. Not sure what to do next but probably would not buy another fitbit..if this is what to expect. 

[KK14]

Mine is showing full battery and then dies almost immediately. I don't have a button on the charging cable anywhere. Is there another way to reset? 

[SunsetRunner]

Hi there. As far as I know, that's the only way to reset. I spoke to a chap on livechat the other day and he said to reset it again and get back to livechat the next day if it didn't work.. I said "probably chat again tomorrow!" Livechat has not appeared to me since and the problem persists! Very frustrating!! Not impressed at all. Missing out on step recording etc for over 6 days now! No one seems to be able to get any further with any of this judging by the responses

[Rich_Laue]

lithium batteries do not last forever and if let go dead quickly start to self destruct. 

[GMcI]

There’s a reset button on the side of the USB connection of the original charger. It’s the same colour as the cable.

I wouldn’t worry about it too much if you don’t have one. We’ve all been doing the reset tango till we have repetitive strain injuries! It doesn’t do anything but keep us busy. 

[KK14]

I just got off the chat with customer service. I got a replacement cable and it doesn't have the button so they are sending me a new cable. We'll see if the reset works but I don't have high hopes... 

[SunsetRunner]

I have just put my alta back on the app as a new device.. working at the moment..but will have to wait a while to see if it continues....I'll let you know either way

[GMcI]

Great idea! I’ll try it tonight and report back. 

[SC816]

I gave up and bought a new Alta. Then I got a message saying they were glad they solved my problem. Frustrating, to say the least.

Sent from my iPhone

[GMcI]

suefi, is your Alta still working? I tried setting mine up as a new device and it worked for ten glorious seconds before it realized it had been tricked! 

[SunsetRunner]

Hi there. So far so good..worked overnight.. so here's hoping! Will update again later today....might be worth another try?

[dwthomas]

same here

[GMcI]

Hi suefi,

Thank you—I’ll have another try! Did you delete the old one before you reinstalled it?

[Kirstent123]

Hi

I tried setting the Alta up as a new device again but that did not work for me, also about 3 seconds before it died again. Curious to know as well if you deleted the entire app first?

I, finally, received a reply from customer service and because mine is still under warranty they are sending me a new one..which should arrive in 7 days. hopefully the new one does not run into the same issue after a while as I have read happening to others ... So I’m still a bit skeptical. Also if this would have happened 2 months later I would not have received a replacement, so not really fair to all I think... 

Fingers crossed they find a permanent solution for all and that the new one won’t crash too...

[GMcI]

Good luck with the new one—fingers crossed for you!

[SunsetRunner]

So disappointed ! It gave up mid morning! Thought we'd cracked it! When I put it back on, I just followed the online instructions to put on a new tracker. I hoped I would not lose my progress and step record so far.. and I didn't.  I expect you would have to start all over again if you deleted the app completely..and with no guarantee of it working properly. Such a shame! Fitbit probably want us to upgrade to a more current model rather than solve this issue for us. Glad those who are within warranty can get a replacement..but the issue will, I expect, still happen again at sometime. I shall keep plugging on.

[GMcI]

Suefi, That’s a shame! It didn’t work for me, but I thought one of us had managed to escape the wreck. 

I see the same comments on their Facebook page. What a disaster. 

I have to admit I feel sorry for their customer service people—not an easy situation having to dole out the same non-answers to a constant stream of justifiably outraged customers.