Home button not working. Cannot select menu nor reset with selection button

[Ewcoving]

Home button sporadically opened menu then stopped. Tried to reset by depressing the home and select button, but surge would not restart. Had anyone else had the same problem? How can I get the unit to operate correctly?

[HeydyF]

Welcome to the Fitbit Community my friend @Ewcoving! Thanks for letting me know that you tried to restart your tracker. Let's go ahead and try to set it up your Surge as a new device by following the instructions on this post to pair a tracker using an Android device. If after that, the button still not working, please contact Fitbit Support so they can further investigate what is going on with your tracker and get a solution. I'm pretty sure they will get you back on track. 

Let me know the outcome! 

[Ewcoving]

HeydyFitbit. Thank you for the response. Here's what I did after I posted my question.

1. Removed surge from dashboard by unpairing surge from cell phone.

2. Paired surge to phone.

3. Changed clock settings via dashboard on cell phone app and sync'd.

4. Surge accepted change to clock.

5. Tried to select menu by depressing home button - failed.

6. Tried to reset surge by depressing home and selection button - failed reset.

7. Removed surge from dashboard by unpairing surge from cell phone.

I am submitting this information after contacting Fitbit Support and receiving a replacement surge. The old surge can: sync, change home screen displays, and swap between home screen functions. All troubleshooting techniques failed to reestablish the functionality of the home button.

My goal is see whether others have had this problem and if a solution was found.

Thank you. 

[HeydyF]

Thanks for your response my friend @Ewcoving! I appreciate you posted here what you tried so far to fix this issue. I'm pretty sure this information will be very helpful for other members in the Community. It could work for other users. And sounds pretty cool that Support will send you a new unit.  

Have a nice day and let me know if you have questions. 

[AlbertL]

Had the same problem with my Surge which Ibrought less than 3 months ago. Had just submit a request to Fitbit Support. It look to me that the home button are stuck and cannot toggle between watch mode and exercise mode. Initial tried doing what was written above, nothing happen. Keep pressing and it at ti e take many tries to make it work. Is there a quality issue with the Surge, I do not expect the home button to fail after 3 months .. Any more people encountering this issue or isit a one off defective surge that I am unlucky to get it.

Thanks

[HeydyF]

Hi @AlbertL! Welcome to the Community.  I'm very sorry to hear that you are having these issues with your Fitbit Surge, but it is great to hear that Customer Support will replace it. I'm pretty sure that the new one will work great! 

If you have more questions, let me know!