Surge Stuck on Logo Screen

[KevinPrice]

Hi All,

I have a brand new surge, purchased today.

Downloaded the App and followed the instructions. 

Tried to update tracker and it would not, with phone stuck on config screen. (so i have never had it working) 

It synced but would not update or change off the config screen.

Then i did a 3 button reset and now its stuck on the logo screen.

I have tried 2 and 3 button reset and still back to logo screen.

what is my next step?

Kevin

[KevinPrice]

I should mention the app is stuck on looking for tracker.

Windows 10

[Rich_Laue]

Hello @KevinPrice, I know im late in answering but just stumbled on your question?

Where you  able to get your Surge setup?

My tights are if the 3 Finger reset doesnt get past the Fitbit Logo, press the home button to  check.  It woukd be time to contact fitbit, or return it to your place of purchase. This usually would be the quickest and easiest method to exchange.

[VivisFitbit]

Welcome to our Community @KevinPrice!  This is really interesting. To make your tracker sync with your phone, I recommend restarting your Surge, your Fitbit app and your phone as well. Is also a good idea to let your tracker get empty battery, charge it and then try the set up process again. 

If the issue persists, contacting Support as @Rich_Laue mentioned is a good option. 

Let me know how it goes.