Surge showing red light

[N3]

Red light on watch face 

Moderator edit: Subject for clarity

[SteveH · Accepted solution]

I think this means it has detected a fault. It's best to contact customer support to check your warranty status and see what your options are: contact.fitbit.com

[YojanaFitbit]

Nice to see that you're digging into the Forums @N3, let me give you a warm welcome to our Community. Thanks for your suggestion @SteveH! 

Sorry about your Fitbit! Thanks for sharing your comment here. As an alternative workaround that could help I suggest trying the restart two times, while the tracker is plugged in into the computer. Then access to the Settings on the Surge turn off/on  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.  

If that doesn't help please let me know so I can request a case for you.

Hope this helps! 

[N3]

Red light on right side of face still on and I tried your suggestions 

[Rich_Laue]

@N3 what did support come back with when you contacted them, 

[YojanaFitbit]

Thanks for getting back @N3, sorry to hear that those steps didn't help your Fitbit.

As @Rich_Laue and @SteveH mentioned, the next step it'd be get in touch with our Support team. I've requested a case on your behalf, you should soon receive an email from Customer Support at the email you used to register with the Community forums.

Keep me posted.

[Gnoss]

Hey,

I too have the red light, it was green for a short amount of time and then turned red. It drains so much battery that I can't charge my surge fully so maybe that's why it stays red. I tried all the steps suggested (turn off/on several times, connect to a PC remove and add back to account etc) except draining the battery which I plan to do next. The light is on even when i turned the watch off, very strange. 

I wonder which is the best way to turn it off though, by pressing the left and bottom right buttons for 10 sec or by choosing the shutdown from the menue?

I also wonder if the latest iOS app can have anything to do with it as it started right after i updated my app on the iPhone and then synked?

[Rich_Laue]

The left / lower right restart method does not shut the Surge down .It simply restarts without turning power off .

My thought would be to follow the suggestions above and get in touch with support. 

[Gnoss]

I already did all the above suggestions, now I let it drain the battery and left it uncharged over night. as soon as I connect it to the charger the red light starts again.

My question was if I want to turn ut of and on, as suggested, while connected to the PC, what method of turning it of should I use?

[Rich_Laue]

@Gnoss if your asking about turning the Surge unit off, this is done through the surge setting menu on the tracker. 

What has Support come back with when you contacted them? 

[YojanaFitbit]

Hi @Gnoss thanks for following all the steps!

You might be asking about the option to do the restart process while your Fitbit is connected on the charger. As it has worked to others, you can also try to unpair the device and pair it again after the restart too.  I already took the time to contact our support team, so they will be getting to you via email shortly.

Thanks for the help @Rich_Laue!

See you around. 

[Gnoss]

Tank you, both @Rich_Laue and @YojanaFitbit!

I have gotten a mail from FitBit support and will do those steps when I get home from work (to wear the Surge today felt rather pointless as the battery drains in 3 hours 😉 )

Will let you know if it works.

I did notice that the FitBit came back online right away after the shut-down so, yes it seems more like a restart. I did let the battery drain fully and left it uncharged for 12 hours but as soon as i put the charger in it lit up again, before the Surge had even started.

[YojanaFitbit]

Thanks for getting back @Gnoss! 

I really appreciate your effort in following these steps. I hope you can get all the help that you need from our team, I think that it's best to check with them what is the best steps to follow now.

Keep me posted on the resolution. 

[Gnoss]

Unfortunately none of the suggestions have helped so I assume it's nothing to do 😞

Feels like such a shame as everything is working perfectly except for that LED - I am not a big fan of buying and throwing away, I much rather fix things and not add to the electronic waste piles! But as nothing can turn that LED off the Surge us useless even though it's working...

[Rich_Laue]

If your up to it @Gnoss you can find instructions on disassembling the Surge on YouTube. The cause of the red light, this is really an RGB LED, is a failure in the LED driver and will require a component replacement. I'm not sure if it can be purchased. 

I don't know if the backlight can be turned off. Most reports I read say that turning the backlight off has no affect on the red LED. 

[YojanaFitbit]

Thanks for the piece of advice @Rich_Laue! Sorry to hear that you're still having issues with the Surge. At this point it's best to check with our support team, as they have sent you information about your options via email. 

Let me know if you have questions about it. 

[Gnoss]

I might as well since it's toast anyway - i do have a education i electronics so it could be fun even 😉

[YojanaFitbit]

Hey @Gnoss! Thanks for your response. I hope you can get it to work. I'll be around in case that you need anything else from me.

See you around.

[Yessie10]

I tried your solution... NO joy  Please help me.

[Rich_Laue]

@Yessie10 was support helpful when you contacted them? 

Contact.fitbit.com