Bad stepcount and sync after update?

[Igorus]

I had a Fitbit Surge software update a couple of days ago. (now 16.34.5.14).

Since then it seems that my stepcount doesn't work that well and I get a lot of sync error messages. I can live with the sync error, but the step count keeps freezing.

When I walk around the house and swipe to see my steps, often the screen stops for 10-20 seconds, without giving any steps (usually the screen went back to the clock faster - but now it keeps freezing). I read in other threads that this might depend on the surface? I walk on socks in the house/office, and slowly.

Even worse is when I walk around the house reading something (so my hands are up, holding documents or a book), then it won't register hardly any steps.

It's really annoying, because a 3 euro step counter does a better job, and I bought the Surge to move my butt in my office and to walk around the house more 😞

When I count the steps manually, for every 100 steps I get between 0 and 65-80.

(Yes, I have reset it multiple times and tried wearing it on different hands with different settings as the dominant hand - I haven't entered my personal step length)

[RobertoME]

Nice to see you in our Community @Igorus. I don't believe the surfaces where you are walking is affecting your step accuracy as long you maintain a good motion pattern. Although I believe it might affect your step count, when you held your hands still while you are reading. I have experienced something similar when I'm shopping groceries, while I'm pushing the shopping cart. Some of my steps are missing since I kept my hands still.

However if the issue persist even when you walk normally and you already try to troubleshoot on your own and nothing has fixed the issue; the best recommendation I can give you at this point is to contact Customer Support.  Let them know of your efforts to troubleshoot the issue and what you've already done and they will be able to advise you of the next steps after reviewing your device history with you.

I wish you the best and let me know how it goes.