My Surge has been no longer working

[Ian_LotusJogger]

One month ago my surge stopped working. Its screen was blank and the sensor's green light on the back side was off. I charged the surge, as I thought its battery probably had run out. But it didn't work at all. Having recharged several times, the screen worked displaying -- the battery symbol showed full -- every time the surge (charging cable) was hooked up to the laptop. However, once it was disconnected, the screen was instantly off. And the sensor's green light was never on (always out), although the charging cable was hooked up to the laptop.

I had had this surge for 5 months until it was broken, and only wore it when I had treadmill.

It's pretty disappointing, and would be glad if somene can advise how to get around this.

Thank you.

[AlejandraFitbit]

Welcome to the Community @Ian_LotusJogger. If your tracker display is not illuminating, I recommend Restarting your Surge and also please check that your heart rate is in Auto or On by doing the following from your computer:

1. Go to Settings

2. Go to Devices

3. Go to the Heart Rate option

4. Select auto or on

5. Sync

If these steps don't work, feel free to contact our Support Team, for a faster solution you can contact them via phone or chat.

Let me know the outcome. 

[Ian_LotusJogger]

Hello Alejandra Fitbit, thank you for your response. I just checked the setting of Heart Rate Option on laptop, it was auto (I had never changed this setting).Nevertheless, I then clicked the "sync", and it still didn't work.

As mentioned in my previous posting, every time I disconneted the surge (charging cable) from laptop, the display went out. Hence I was not able to perform restarting when it was off the laptop. But I did restarting when it was hooked up to laptop, and still didn't work. One more thing : as I restarted while hooked to computer, the battery then showed low /running out, while just a second before, it showed full.

Any more advice. Thanks again.

[JuanJoFitbit]

@Ian_LotusJogger It seems that you have troubleshooted this issue without success. In this case, I recommend contacting our Customer Support team so they can investigate further and get you back on track.

Keep me posted on the outcome my friend and I'll be around!