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Surge with empty screen, no clock face, steps etc

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‎05-30-2018 00:01 - last edited on ‎06-07-2018 13:25 by Moderator Alum

‎05-30-2018 00:01 - last edited on ‎06-07-2018 13:25 by Moderator Alum

 Hi so just bought a brand new surge and one of the 2 home screens does not work. 

I can't get the surge to display the stats homescreen with the clock face, steps, heart beat etc. The other homescreen (run, esercise, settings etc) works fine.

It's not the home button that is the problem as if you double click it comes up with the music option just fine. It seems the stats homescreen is none existent. 

I've tried dozens of resets but no luck, I'm beginning to think there was an error during original set up but there is no way to reboot, only a soft reset. 

 

Any help with this would be much appreciated. 

 

Moderator edit: Updated subject for clarity.

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‎05-30-2018 03:35

‎05-30-2018 03:35

I have the same problem -- my third fitbit in three years, spent over an hour last night trying to set it up (having had no issues with setup on a previous surge). This is not a low-end model, and it is brand new, I have no clock, no steps, the "reset" does not work (it just fades out and comes right back to the same screen when I release the buttons). 

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‎05-30-2018 04:28 - last edited on ‎06-07-2018 13:18 by Moderator Alum

In response to sek4278

‎05-30-2018 04:28 - last edited on ‎06-07-2018 13:18 by Moderator Alum

I was trying to setup mine last night too. We're you also having issues with syncing to the app? I remember an error message popping up saying fitbit was carrying out maintenance on the servers. I'm going to try setting up my Surge again tonight, I'm hoping it was the servers that was causing the issues and everything will work as it should. 

 

So I set it up on a different mobile device and it fixed all my issues

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