Back light

[TK71]

I started using my Surge this past June. I run a lot at night. it used to light up when I raised my arm to look at it in the dark. this suddenly stopped happening. Now I have to press the light button. while it is not a big deal, it was super convenient to just raise my arm a little and look at my current stats.

also when I plug in my surge to charge with the supplied charger cord. it vibrates a lot and makes a lot of sounds like it isn't connecting properly. been doing that since I bought it.

[WendyB]

For the first Problem I would do a restart

Do it at least 3 times.

Restart
http://help.fitbit.com/articles/en_US/Help_article/1186/?q=restart&l=en_US&fs=Search&pn=1

For the second It should not be doing that and you should of contacted support about it when it started

Contact Support.
http://help.fitbit.com/?cu=1

[TK71]

thank you Wendy. much appreciated and I will try.


Thank you,

Tom

[YojanaFitbit]

How you doing @TK71? Thanks for joining this family, hope you like what find here! 

I noticed that out good friend @WendyB has offered a few suggestions to help resolve your issue. If so, I invite you to mark this post as the solution. Marking posts as solutions is a great way of thanking another community member, while also highlighting their solution; so that it may be discovered more easily by other community member's facing the same questions or issues as you. You can read more about Accepted Solutions.

If this didn't resolve your inquiry, I’ll be more than glad to lend you a hand with that!

Please keep me posted!

[TK71]

Hi @YojanaFitbit thanks for chiming in. That was great advice from Wendy but unfortunately it didn't resolve the issue with the back light going on .

I also still have the issue with the connection when I go to charge it. it is like it is not connecting securely to the plug. I have to lay the watch just right to make it stop beeping and vibrating. Like I said it  has done that from the day I bought it.

[YojanaFitbit · Accepted solution]

Hi @TK71, thanks for getting back and trying those instructions. Can you please, go to the "Settings" on your Surge and change the "Back-light" option to  "Off" then force sync your Fitbit with your mobile device. And after a moment change it to "Auto" and sync it again, this might help!

Also please confirm that the restart of your Fitbit is being done correctly by making sure your Surge is showing the Fitbit logo at the end and remember to try it a couple of times. Now, about the issues you've been having with your charger, I've got in touch with our team, so you will be getting a follow up email shortly. 

Let me know if you have questions about it! 

[TK71]

Hi @YojanaFitbit. 

I did get the email but can't find it now to respond again. they sent me a new charger. it worked for abut a week and then the same problems. I have to hold the plug a certain way for it to charge which gets very annoying. I went this past week to bestbuy and bought another charger (Fitbit brand) for $20.

this did not work either. I am thinking it has to do with the receiver portion of the watch. any help you can give would be awesome.

[YojanaFitbit]

Hi @TK71 Thanks for all the details on your post. Sorry about the issues that you're having with your Surge, that was a good workaround but I think that you need to keep getting help from our team. I've requested a new case for you. You'll be getting an email from them shortly.

Keep me posted.