Can't get Surge to set up

[chris-68]

I have just got a Surge, but it won't charge and the screen only shows the "let's get started" screen.  It has been linked to the Fitbit account, which tells me that an update is available, but it can't update because the battery is too low.  I have tried resetting, which didn't work, I have tried the suggestions of charging from a separate charger, which didn't work.  I can't seem to find any advice, please can anyone help?

[YojanaFitbit]

It's great to see that you've visited the Fitbit Community @chris-68! Congrats on your new Surge!

Sorry about the issues while connecting it, resetting your Fitbit was a really good idea. But I think that you need to finish the update to help your Fitbit Surge battery, since it will keep using more energy trying to work without this missing update. I recommend to follow the Setup steps again with your phone or Window 10 computer, if that's the case. If you've tried those steps already lets try the Fitbit Connect in the computer to finish the update. 

As a tip, try those steps while your Surge is plugged in, to avoid any shut down while updating. Once your Fitbit has finished the update, it will be using the energy in a better way. But keep me posted in case you notice that it is doing the same!

I'll be around! 

[chris-68]

Hi, yes I have tried all of those steps again and it still won't do anything, it now says that the battery is empty on the dashboard, but the Surge is still showing the let's get started screen

[chris-68]

The battery is now saying that it is full, on the dashboard, but it still won't update and the Surge's screen still won't move off the let's get started page

[YojanaFitbit]

Hi @chris-68! Thanks for getting back. Excellent job! 

For some reason your Fitbit is having a hard time updating the software. I was able to confirm with our Support Group that you already contacted them about this issue. So, my best recommendation is try the restart on your Surge a couple of more times, then try the computer option using Fitbit Connect again, to see if it finally finishes the update. If it is not working after doing so, give all the details to support so they can follow up with you!

Thanks a million for your patience and hope this works!