Surge shuts down during a run

[CanadaBob]

Received my fitbit surge for christmas, went for a run today, and after 3 min, the whole unit shut down.  Stopped and restarted, but happened again.  What shud I do to fix the problem?  Thanks

[SunsetRunner]

charge the battery ?

[MobileHighStep]

Try this flow and see if it helps.

1. Fully charge the device.
2. Shut down the device within the settings.
3. Turn the Surge back on.
4. Connect the Surge to the Fitbit app.
5. Sync the Surge within the Fitbit app.
6. Try again.

[YojanaFitbit]

It's great to have you in the Forums @CanadaBob, welcome! Thanks for the tips @SunsetRunner and @MobileHighStep you're great! 

I think that your Surge didn't connect properly with your Account, it probably got stuck in the process, that's why it's taking more energy that it should. So please try the following steps to make it:. 

1. Restart your Surge a couple of times
2. Turn off the Bluetooth on your phone for a moment a turn it back on, check if  "Surge" appears as connected, if so disconnected it from there.
3. Force quit the Fitbit App and got to "Account" > "Set up a device"

If you need more information for "Setup" issues with different devices check this master post from @HelenaFitbit.

Give it a shot and let me know if that works! 

[CanadaBob]

Thanks for the advice.  I dont think it is sync'd properly.  I not sure how to do it.  I have gone to the fitbit setup on my home computer, but have not done it with my phone, as I have no idea how to do that.  It is probably too complicated for me.  I think my only solution is to return it.  Thanks again

[YojanaFitbit · Accepted solution]

Hope you're having a lovely day @CanadaBob! Thanks for getting back. If you think that is too complicated to keep troubleshooting your Surge following written instructions, you have the option to contact Customer Support via phone or chat too. Hope you don't have to return your Fitbit Surge but in case that you want to do it, they will give you the information that applies for your case. 

Keep me posted on the resolution!