Surge froze showing red light

[JDCO]

I completed a 6.5 mile run yesterday and pressed the pause button then finish. The finish button wouldn't work. I repeated the action several times to no avail. I saw a red indicator light and investigated how to correct that (updated my phone app). I restarted the Surge 3 times to clear the run. After it unfroze by resetting it, the heart rate LED and the step count stopped working. I've restarted my phone, force restarted the Surge 5 times, and even used the dongle on my laptop to reset. Nothing is working. How do I proceed? I'm wondering if 6.5 miles was too far??? Doesn't see like that should be a factor though. I've only had the Surge since Christmas 2016. Any suggestions? Thanks in advance. 

Moderator edit: Clarified subject.

[WendyB]

Since restarting is not working I would contact support

http://help.fitbit.com/?cu=1

[YojanaFitbit · Accepted solution]

Nice to see that you're digging into the Forums @JDCO, let me give you a warm welcome to our Community. Thanks for the fantastic suggestion @WendyB! 

Sorry about Fitbit! Thanks for the troubleshooting steps that you already tried!  I'd suggest trying the restart a couple of more times, while the tracker is plugged in into the computer. Then access to the Settings on the Surge turn off the "Heart Rate": option and force sync your tracker. 

Then try these steps to disconnect your Fitbit from your Account and add it back, to see if this helps as the red light usually indicates issues with the firmware update. If these doesn't help and you have a computer please add back your tracker to your Fitbit Account using the Fitbit Connect program on your computer via Wireless Dongle.  

Other users have reported better results when using a computer. If you already contacted Customer Support, please informed all the steps that you're doing so they can have all the details too. 

Hope this helps! 

[JDCO]

Yay! Thank you so much! I restarted the device twice as you suggested and turned off the heart rate then back on--that did it. 🙂

[YojanaFitbit]

Hi there @JDCO! Thanks a million for replying! It's great to see that you're back on track. Feel free to post back, I'll be glad to help! 

I dont' know if you're familiar with our Discussions board, there is a really good chance for you to like it. In case that you haven't do so, check it out! You might be interested in these topics: Marathon Training or How do you break out of your sedentary lifestyle?

Have a great day!