Bluetooth Classic Issues with my Surge

[Chuck8318]

Hi Fitbit team,

I'm using Samsung S7 with 6.0.1 Android version and I use my email as my log in account. My tracker does have the latest firmware and everything else works fine but it does not sync. Another weird thing is when I go to settings and go to Bluetooth classic pair my tracker resets on its own. I been having this problem for 2 months now and this is not the first time that I contact Fitbit.

From time to time, I would be able to get it sync but not for long. I was able to get it sync yesterday and today but before that No!

I had tried to reset and re-install both tracker and app before. I would like to know if you can reset/ factory reset my tracker? 

Chuck

Moderator edit: Removed personal information / Clarified subject.

[YojanaFitbit]

Hope you’re enjoying the forums @Chuck8318! Sorry about your Surge issue while syncing. We don't have a factory reset for the Fitbit Surge. You can try the hard restart, is this, the one that you already tried? It's pretty weird thing that your Surge on its own when trying to set up your Music Control via Bluetooth Classic.

Please check these instructions too given by @DerrickS. About the syncing issues please take a look of these steps to troubleshoot your Surge. 

I know that  you contacted Fitbit Support already but in case that it is not working please try contact them back, so they can give the next step. 

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

[Chuck8318]

I did tried hard rest already, still doesn't work or connect. I tried every surgestion from reinstall app to hard reset, still only able to connect a couple of time. I had this tracker since Sep 15, it's abit over a year (out of warranty) since I first contact. 

[YojanaFitbit]

Hey there @Chuck8318, thanks for replying. I'd like to know if you're getting an specific message on your Surge when trying to connect. Have you tried to "Set up your Surge" again? Have you tried a different device? 

I'd suggest tried this steps to recconet your Surge, it's best if you tried this one by one in that order: 

1. Restart your Surge a couple of times and make sure tha it is fully charged
2. Reboot your phone and check that you phone and Fitbit App is up to date 
3. Open Bluetoot Settings on your phone and delete your Charge HR from there (forget device)
4. Open Fitbit App > Account > Charge HR > Remove device (for Android phones look for a trash can in the upper right corner)
5. Reboot your Bluetooth and double check that it is not connecting from there
6. Force quite the App. Open it again Account > Set up a device

Since you're currently syncing with a Android 6.0+  device remember to check Permissions and leave location on, for more info check this suggestions from @ErickFitbit. 

If nothing of this works you might tried with a computer or contact customer suport so they can further investigate. 

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

[Chuck8318]

Happy New Years Fitbit team,

Thank you for your suggestions. I tried restart my Surge, reinstall app and remove and add device. The result was I wasn't able to add device back to Fitbit app. I did allowed all permissions and open location on.   

[YojanaFitbit]

Happy New Year for you too @Chuck8318. Thanks for replying. In case that your Surge is not pairing back, I think it would be best to contact directly Fitbit Support so they further investigate your case!

Keep me posted on the resolution! 

[Chuck8318]

Hi Sahathatna,

We appreciate you getting back to us and for providing us the requested information.

Upon checking our system, it shows that your Charge HR tracker was already past Fitbit's 365-day limited warranty. Fitbit wants to make sure you always stay fully motivated and working towards your goals, this is why we’ve exhausted every option to make sure you get back on track with your Fitbit Surge.

First, we would like to explain to you that according to the Fitbit policies, we warranty the originally purchased trackers (bought from an authorized retailer) that have a manufacturing defect, within 365 days. The warranty allow us to replace trackers to another of the same model, as long as the original is within that period. 

And we'd like to clarify, that as much as we'd love to help you replace your tracker, we're unable to proceed with your replacement since trackers that are out of warranty doesn’t allow us to finish the process.

If there is absolutely anything else you require assistance in, please let us know. We remain at your disposition and we would be more than glad to assist you.

Sincerely,