Surge Screen staying at Setup

[Martyn68]

Ok i had new replacement Surge come back today after my wrist strap issue on the old one. I removed my old surge from my phone (windows 10 mobile), Windows 10 PC and also removed all software and restarted devices.

After downloading the WIndows 10 PC app, it will allow me to add the new device but the device required an update. The new device was synced to my APP and i then pressed the update, the update screen stayed on for around 2 mins and then failed with unable to sync.

I tried this several times and after failing every time i removed the device and connected my old device, this worked fine and was able to update and communicate.

I then removed this and tried my new one, but with no luck. I have connacted support, so i would assume there is a problem with my new device as the software seems to allow me to connect to my old device with no issues.

I have asked Support if i could just swop over the broken straps?

ive been weeks without my Surge and i'm getting a little upset.

[SteveH]

I hope support can sort this out for you. I would just note that the straps are not replaceable on the Surge so swapping them over isn't an option.

[Martyn68]

there are screws on the straps? can i just take these off and replace them?

[SteveH]

No, it seems the electronics are built into the strap

[Martyn68]

thanks Steve, i have completed all the steps fo the help pages. my old watch still works fine with the connection, the issue is only with my replacement device. #Gutted

[Martyn68 · Accepted solution]

Ok all sorted, there is a problem updating a fitbit using a windows 10 platform.

I used my old Samsung Galaxy 10.1 Tab and run the update to my surge and all is now working.