screen stopped responding surge

[Ali3]

My screen stopped responding.  I was canoeing, which means very short water exposure as it was just a few waves.  Initially there was condensation inside the screen, after 3 days this was gone, but there are some grainy lines and it doesnt respond to touch (i cant change from the time to steps or heart rate). Can i get a new screen?  Mine is about 15 months old, so probably out of the warranty?

[ekg262]

I have been having issues with my surge touch screen not working.  I use my fitbit for running and with running comes sweating - something not unheard of while exercising.  I have tried resetting and turning on/off but nothing seems to make the screen want to respond.  I am extremely disappointed with my surge - this will be the second one in 7 months that I have had to replace due to the screen going out. I thought fitbits were for exercising? So why does mine keep going out whenever I use it for that exact purpose? Any thoughts/suggestions would be helpful!

[jmac_52]

I started using this Surge last week, as a replacement for my original,  but after a week of use....the display has failed. 

The tracker is logging movement, but I have no display on the face. 

[DogMan1201]

I don't think there is any additional troubleshooting that can be done.  My experience with FitBit Surge support is that they point you to reboot instructions, then check on warranty status.  If your original Surge is over a year old (assuming you already have a warranty replacement), then you're out of luck.

I have two Surges, both failed in different ways within a year.  I won't buy another one.

[johill_83]

I have the same issue !  it is sad that you pay the extra to get the better model but failure mode is EPIC !

This is my second Surge, first replaced under warranty,. It is now counting but no ability to swipe -- very disappointing - Jon

[VF31AE3]

@ekg262; @Ali3; @johill_83; @jmac_52 If your Surge is no longer under warranty then try draining the battery to 0. This usually takes about 24 hours after the display goes blank. jmac 52. Since your display is already blank I'd give it a few days to a week (unless you know about how charged it is). Once you're convinced the battery is at 0, plug it in, charge it. After it's fully charged do a restart. Sometimes this works. Sometimes it doesn't. Best of luck to you!

[jmac_52]

Thanks for the information. I'll try this, and let you know if it worked. 


Sent via the Samsung Galaxy S® 6, an AT&T 4G LTE smartphone

[johill_83]

Thank you ! I will give it a shot


Jonathan Hill
MRO - Materials Analyst