Surge swipe partially working

[jasonemiller]

A few weeks ago, I noticed that my surge wasn't behaving properly when I swiped for alternate screeens (e.g., step count, stair count).  Online resources suggested that restarts, or multiple restarts, would help.  I tried that, and swipe became more cooperative, but it would revert to stubbornness.

When I try to swipe (right to left, as my Surge is on my left wrist), it's like the clock face leaves a line of dots from just above the 3 o'clock position, and this is a swring that pulls the clock face back into position before revealing the next screen.  Sometimes I can get to the next screen, sometimes I cannot.

The other day, I notices something that gave me more concern.  I was able to swipe to an activity screen, which was set on run, but I could not change that activity to weights by swiping or keying any of the Surge's three buttons.

This feels like software problem.  The Surge seems to respond to some other touches, so I can't say it's a hardware problem.

Has anyone else has similar problems?  Can anyone suggest a fix?  I love my Surge, and I'm committed to the Fitbit ecosystem.  I want to see this working properly.

[AlejandraFitbit]

Welcome to the Community @jasonemiller. Thanks for troubleshooting this inconvenience by yourself. I recommend restarting your tracker a couple of times more by following @MeylinP's instructions. If these steps don't work, feel free to contact our support team, I know they will be more than glad to help you. For a faster response you can contact them via phone or chat.

Let me know the outcome. 

[jasonemiller]

@AlejandraFitbit, Your suggestions are not new, and they provided limited and short-term relief.  My Surge returned to being stubborn about swiping within 10 minutes of the reboots.

Is there anything else you can suggest, or should I contact the support team?

[SolangeE]

Hello, @jasonemiller! Thanks for the updates! In this case the best option would be to contact our Support team, I'm sure they will be more than happy to help.

Let us know how it goes! 🙂

[SunsetRunner]

i am having the same issue on all levels.

[HeydyF]

Hi @SunsetRunner, welcome to the Community! So, it is the screen of your Surge not swiping? Did you try to restart your Surge as my friend @AlejandraFitbit mentioned above? if not yet, please do so, and let me know if that works. Otherwise, please contact Fitbit Support.

Keep me posted!

[jasonemiller]

I tried to be as stubborn as my surge.  Mutiple times.  Your suggestions had no long-term effect.  I guess I need to reach out to Support.  Or (as much as I don't want to think about it) consider an Apple Watch.

================================================================
Jason E. Miller, Ph.D.
http://about.me/jasonemiller
http://www.google.com/profiles/millerj870

To me, ideas are worth nothing unless executed. They are just a multiplier. Execution is worth millions.
-- Derek Sivers

[MikeF]

...because considering an Apple Watch will frighten the Surge into working??

Support is probably the only sensible alternative at this point?

[SunsetRunner]

Aloha Oscar force syncing my Surge didn't help.

Aloha, John- from a 6+

[MariamV]

@SunsetRunner thanks for the update. If you have tried the restart process suggested by @AlejandraFitbit then my best recommendation in this case would be to contact our Support Team just like @MikeF proposed. They definitely have the proper tools to take a deeper look into your tracker's behavior. When you contact them, please let them know about the troubleshooting steps you've taken to fix this. This will definitely help them to find a quicker solution for you.

Good luck and keep me posted! 

[jasonemiller]

I want to close the loop on this for the Fitbit community.  My Surge, which I love, continued to be stubborn. I called support and they acted helpful.  My Surge was eight months out of warranty, so they couldn't offer me a replacement.  They did offer me free shipping and 25% off my next purchase of a Fitbit activity tracker.  This was nice but it was the least they could do.  In the meantime, my Surge's screen cracked into a hundred puzzle pieces while I was sleeping, the Surge has stopped tracking my sleep, the band has started to fray, and the Surge has stopped tracking my heart rate.  If it weren't for appearance of the Apple Watch Series 2, I'd probably consider replacing my Surge with one of the new Fitbit watches.  But the Fitbit watch did not last long enough for its price.  Pricey tools like this need to be more durable.

[MariamV]

@jasonemiller thanks for the update. I'm truly sorry to read about the bad luck you've had with your Surge. Please be assured that all Fitbit trackers have been thoroughly tested to be durable and long lasting. This is definitely unexpected behavior for your Surge and it wouldn't have become defective at an early stage. However, please note that your Surge is covered under Fitbit's limited 1 year warranty. If the device is outside this period then support won't be able to replace your device.

Also, if I may be so bold I feel that the 25% discount is a great alternative to try a new tracker. I've never seen any other company providing discounts on items with expired warranty. Just a thought! 

Thanks a million for your understanding. Catch you later!