Can't connect my Surge to my phone

[chrismalcolmteo]

Hi Fitibit Community... i have a Samsung Note 5 and Samsung Note 8.  i tried to connect to my Fitbit Surge, but it doesn't seem to connect.  Sometimes i will see the prompt that says "we found your surge" and it tries to connect.  After a while, it just shows "not working".  

why is this so?  what else can i do?

thanks.

-chris

Moderator Edit: Updated Subject For Clarity.

[RobertoME]

Hi there @chrismalcolmteo, It's nice to see you have joined the Fitbit Community! I had this issue recently and most of the times is an interruption with the Bluetooth in the connectivity of your mobile device with your tracker.

I'm not sure if you have tried any troubleshooting steps so far, but my recommendations is to try the following and make sure you have all the requirements:

- Make sure the software on your mobile device is up to date.

- Only your Note 5 shows as supported in our list of compatible devices, so make sure the Bluetooth of your Note 8 is not trying to connect with your tracker.

- (Version 6.0+ only) You have location services turned on and the Fitbit app has permission to access your location.

In addition try to follow these steps:

1. Turn your tracker off and back on using the instructions from this post
2. Try the setup process again.
3. If you can't set up after a restart, reboot your mobile device (turn it off and then back on).
4. Try setting up your tracker again.
5. If you can't set up after the reboot, try uninstalling and reinstalling the Fitbit app.

Hope this helps. See you around!

[chrismalcolmteo]

good day @RobertoME 

Thank you very much for the clear n prompt reply.  the Fitbit Community support team is really efficient.  

Anyway, back to my question.  

I have tried the steps that you advised.  Unfortunately, it still doesnt work.  

Could it be there is something wrong with the bluetooth on the Surge?

thanks!

[RobertoME]

Hello @chrismalcolmteo, thank you for your reply and for the pictures of the error you are seeing. I believed you need more technical assistance here, so I was able to reach out to our Support Team and they confirmed that someone will be getting in touch with you via email to the address in your Community profile within the next 24-48 hours to further assist you.

Hoping to hear some good news from you soon!

[chrismalcolmteo]

Thanks for the reply @RobertoME but the Surge has gone even more bonkers.  see image.