Surge and HTC One - Synch Issues

[rjmartindale]

I've owned my surge for a while, set it up and it worked perfectly with my HTC One (Android). However recently it has completely stopped synching with my phone.

I have checked and I have the latest firmware  v 16.34.5.14 and my fitbit app on my HTC is updated.

I have to do it multiple times until it eventually synching.

It is paired (Bluetooth) and I can sometimes make it synch by going to settings and pairing it again.

This is a software issue - either the app or the firmware on the device... as it worked perfectly for months.

Please can Fitbit resolve this issue...

This is an expensive product and I expect much better from Fitbit.

[MarreFitbit]

Welcome to the Fitbit Community my friend @rjmartindale ! I'd recommend following the steps listed in the I can't sync my tracker article to solve those issues. 

Hope this helps!

[rjmartindale]

Hello Marie, thank you for your reply.

No - nothing works.

I have tried literally every step including unpairing, pairing, re-installing the app.

It is probably the most frustrating thing I have experienced in a long time.

When I first purchased the device - it worked first time and every time. This stopped about 2-3 weeks ago...

I think that some of your recent updates have caused this problem.

I can eventualy force it to sync - by constantly unpairing and pairing the device and synching and synching.

Please do not say that this is a problem with my HTC One - it functions perfectly - I am paired with other services using Bluetooth (my car, my printer). It is also updated with its firmware.

Just by the fact that I can sometimes get it to pair - tells me that somethign is realy messed up here:

Here are the steps you linked to adn my notes:

1. Close the Fitbit app and open it again. A sync should occur whenever the app is opened. Tried multiple times
2. Turn off Bluetooth, turn it back on, and then open the Fitbit app.. Tried multiple times
3. If your tracker didn't sync, reboot your mobile device and then open the Fitbit app again. Tried multiple times... YES - when I unpair and pair - then yes - sometimes I can get it to Sync - but then of course - when I try again any time later - I get the sync error again...
4. If your tracker didn't sync, restart your tracker. For more information, see How do I restart my tracker? Tried multiple times... switch it off and on etc. No effect.
5. If your tracker didn't sync, uninstall and reinstall the Fitbit app. Done that too - same thing - does not help at all.
6. If your tracker didn't sync, try syncing with your computer. Tried that - it works... LOL... I am literally not going to do this on a regular basis - I want to sync with my phone...
7. Try turning on all-day sync so that your tracker will periodically try to sync with the Fitbit app. Note that some customers find that this feature causes the battery on their mobile device or their tracker to drain more quickly than normal. Done - that was already set - makes no difference.

Can I escalate this - this is a very expensive device and it is not worting - I suspect that either I am missing somethign OR you need to look to see if there is a real issue synching with an HTC ONE... Can someone contact me and perhaps setup a call...

[MarreFitbit]

My best recommendation would be to get in touch with Customer Support directly @rjmartindale. They'll be more than glad to further investigate where this issue is coming from. Just don't forget to mention all the steps you've done so far to avoid getting the same ones.

You'll be in good hands!