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Heart rate sensors not working

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‎04-11-2020 09:51 - last edited on ‎08-20-2020 19:37 by Fitbit Moderator

‎04-11-2020 09:51 - last edited on ‎08-20-2020 19:37 by Fitbit Moderator

Hello all and I hope you are doing well and can help me.

Yesterday I received a replacement fitbit alta hr (from a warranty I had), but the LED screen does not work. It is perplexing because it is a "new" device. I tried resetting it, moving usb locations, charging it for longer, but to no avail. 

The device buzzes when plugged in but I cannot get it linked to the app for the life of me because I can't see the number code. It seems the device itself is working, just not the screen. I was so excited for this replacement all week and now I am disappointed.

Maybe there is something I am missing? Has anyone else had this issue?

 

Moderator edit: Subject for clarity 

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‎04-20-2020 18:35

‎04-20-2020 18:35

Hello @Cargetsfit, it's nice to see you again participating here in the Community Forums! Sorry for the delay in responding your post.

 

Thanks for bringing this to our attention and for troubleshooting your device before posting. Let me share with you that our Customer Support team informed me that they already provided you assistance with the inconvenience experienced with your replacement Alta HR, therefore, my best advice for you at this moment will be to contact them back if you require further assistance or if you have any additional questions about the outcome of your case.

 

I'll be here if you need anything else. 

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