Screen stuck on white circle with exclamation mark

[KLaro]

I've tried resetting by pushing button on charging cable, turning phone on/off, trying to set up as a new device.  Nothing is working.  Any other ideas?

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @KLaro, welcome to the Community Forums!

Thanks for bringing this to my attention, I appreciate your effort and patience troubleshooting this situation prior to posting. Support team informed me that they already provided you assistance regarding this situation. That said, my best advice for you will be to contact them back if you have any additional questions about the outcome of your case, I'm sure that they'll be happy to give you more information and details.

Don't hesitate to contact me back if you have any additional questions. 

[AmyLea]

If it’s the alta hr and it’s the battery symbol with the exclamation mark... your alta is overly drained. Clip it to the charger overnight and you should be back in business once it’s juiced!

[RicardoFitbit]

Thanks for your post @AmyLea, sorry for the delay in responding.

It's nice to see you participating in the Community Forums again, the willingness to help is always appreciated here. Thanks for the information and suggestions that were shared in your post. Don't hesitate to contact me back if you need anything else, I'll be around.

Keep me posted. 

[KMGB]

I’ve been charging mine for over 24 hrs and still see the white circle and exclamation mark. I’ve tried uninstalling the app, turning on and off Bluetooth, restarting my phone, enabling location services- all to no avail. Are there any further suggestions?

I tried updating firmware but I can’t seem to see where it can be done via the app

[KMGB]

In the app I get the notification ‚failed to sync’

[AmyLea]

I’ve been trying to figure out how to send you a private message/email..send me a message if you can, I think there’s a link in my profile.

[Epartsman]

I'm experiencing the same thing.  When connected to a charger there is the solid white circle with an exclamation point in it.

I too have tried all the 'fixes' that have been presented in the forum (and the web) and even tried a different charging cord since we have two Alta HRs in the house.

I tried charging for 24 twice now and still nothing.

I cleaned the contacts on both chargers and the Fitbit.

I read where you can force a reset using the button in the charging cord.  I tried the three presses with both cords, the screen will display -- then the circle re-appears.

Hopefully someone from Fitbit can tell us what this symbol means and how to correct the malfunction.

Anxiously awaiting a solution...

[KMGB]

I had a lot of help from a previous poster Amy L. and did the following which worked:

Make sure your device is plugged in, then:

1. disconnect Fitbit device in the app

2. delete app from phone

3. Restart phone

4. Make sure Bluetooth is turned off

5. reinstall app and log in

6. Select to Connect a device: Alta HR

7. allow Bluetooth to be turned on via app
8. look for the 4 digit code displayed on the Alta HR screen

9. Enter code in the app 

At this point the phone did a full reboot and is working perfectly since. I allowed the phone to charge subsequently for a few hours to be sure it was fully charged.

Hope this works for you.

Best,

Kate