Fitbit Surge wire connection is unreliable for Sync, Charging and Updating

[JSMaki]

Dear Fitbit Support and Community,

1) The only method I was able to get the surge to charge was through the use of my Phone Charger USB connection? It would not charge via the computer or wireless router. Yet when I connected and disconnect it from my computer or router, the Fitbit Surge did notify me of this connection by vibrating. So what is the connection issue? What is the Problem?
2) After charging it to half full through the Phone Charger using the USB port. I reconnected it to the Computer again via the USB port which is the same USB port I use for my Fitbit Charge HR. This time the Fitbit Surge did sync, along with my Fitbit Charge HR, however the Fitbit Surge would not update successfully, I also shut it Off and On several times and it would still not update. At this point I disconnected the Fitbit Surge and walked away from it.
3) So, being frustrated again, I decided to disconnect the Fitbit Surge and re-plug it into my Phone Charger and I went back to my Fitbit Charge HR and plugged it into the computer because battery was low. Plan was at this point was to send an Email to Fitbit Support saying I have another defected Fitbit Surge.
4) While the Fitbit Charge HR was connected to my Computer and my Fitbit Surge connected to my phone charger in the Kitchen area which was 40 feet away. I decided to sync my Charge HR so I can review my data from yesterday and guess what happen!! Both Fitbits Synced, Ok why is this happening?
5) Ok so I decided to get the Fitbit Surge from the Kitchen and bring it next to my computer while the Fitbit Charge HR is plugged into the computer and charging. I started the Fitbit Surge Update again while not connected to my computer. While the Fitbit Charge HR was plugged into my computer and guess what happen the Fitbit Surge successfully updated. I now have both Fitbit fully charged updated and usable.

My summarization of the problem with Fitbit Surge is its wire connection is not solid and reliable connection. Plus it has no way to notify the user that a poor connection has been other than it will fail to charge, sync or update cannot be done. The Fitbit Charge HR has only 2 surface points of contact and Fitbit Surge has 4 points of contact, so the Fitbit Surge can easily be misaligned and have a poor contact which is the cause of the problems users are having. I looked at the community Fitbit website and it’s loaded with problems with charging and updating the Fitbit Surge with this wire connection.

The other reason this was successful is due to my Wireless Network for my computer, plus my computer is Bluetooth, so the Fitbit Surge did not need to be wire connected to the computer to update. This also confirms the Fitbit Surge wire connection is a very sensitive and not a reliable connection. There is no issues with USB ports on my computer, because I have no problems with my Fitbit Charge HR using these USB ports. Also, I use several other USB port devices without issues.

Possible Solution for Fitbit Surge
My Microsoft Surface has a 5 Point Contact wire connection, the difference between the Fitbit Surge and the Microsoft Surface is the surface is magnetic contact, plus a light at the end of wire will come on when it’s connected successfully. I have in the past had to disconnect it and connect it to get it to work correctly. Is it possible to have a new wire connection for the Fitbit Surge that has light at the end of the wire similar to my Microsoft Surface that will let the user know the Fitbit Surge has been connected correctly?

Thanks,

John

[SunsetRunner]

the cable is a charging cable, not a sync cable.

so, connected or not, the Charge or the Surge can sync by bluetooth.

the charging problem on both can be your computer usb port, not the Fitbit

nothing stange in the behaviour.

[JSMaki]

Fitbit Charge HR for the past year has charge and sync without problems using the USB port of the computer. Why the problem with the Surge?
Sent from Mail for Windows 10

[SunsetRunner]

probably because the Surge is more power hungry and the USB port is not totally compliant.

I have this behaviour with external hard drives, one works, the other not, on the same usb port.

[YojanaFitbit]

A warm welcome to the Fitbit Community @JSMaki! Thanks for the help @SunsetRunner, you're great! 

I'd like to address each one of your inquiries to solve any doubt you might have in regards of what happened in your case. Let me use the same numbers as a reference for each inquiry:

1. I advise you to use USB port on the computer for the amount of energy it transmits. Or use a Certified URL wall connector. In this case trying another USB port would help since if your charger, recognize your phone USB, it might be the USB from your computer.
2. For syncing issues you have to make sure of several things so take a look of this master post from @HelenaFitbit to make sure it is working properly. Charge HR and Surge sync in similar way so technically it should be working fine. Also restarting your tracker might help. 
3. Contacting Fitbit Support is a good option as an alternative so they can further assist you, well done! 
4. I don't think both trackers synced, I think that your computer was interrupting your phone. It's best to keep syncing with one device, since every time it syncs it will bonded with the Bluetooth too. So use your PC to charge but disconnect the USB Wireless Dongle (the little piece you receive in the box) of turn off Bluetooth in your PC (in case it's a built in Bluetooth PC). You can see the last synchronisation on your phone by tapping on Account  > Surge.
5. While connecting Surge take your Charge HR to another room to avoid interruptions.

In case that you have issues connecting your Surge, make sure you have all the requirements, tracker fully charged, bluetooth on, compatible device, and good attitude! 

Recommendations: Choose either your PC or your smart phone, put away any other tracker, turn off your phone or reboot your phone if it is not working, and take a look of the error messages you're getting to have any idea of what is happening. Do you want to keep syncing with your Charge HR too?

I'll be around in case you have more questions! 

[JSMaki]

I understand everything you were saying however I found charging using my Samsung Phone Charger the best tool to charge the Surge.  In terms of the 2 Fitbits I have already disconnected the Charge HR and using just the Surge.  When I use the computer the phone is off so I sync with the computer.  When and I not using the computer my phone is on and I sync with phone to avoid conflicts between the two.

Thanks

[YojanaFitbit]

Good morning @JSMaki! Thanks for replying back, it's good to know that you found your Samsung phone charger very useful to charge your Fitbit, those recommendations have being provided to prevent future issues with your Fitbit battery, so you can take it in count but  I know that with everything that we need to do in this days, it's good to simplify things. 

If you're not using your Charge HR but you're still syncing with both devices, it might be that is a Bluetooth issue. Your Surge bonds with your phone via Bluetooth in order to receive call and text notifications. I've noticed that when you're using other device for syncing, it might take a little of more time. Fitbit syncs with your computer via Bluetooth (for new PCs) or via Wireless Dongle for old computers. It's best to do what you're doing in regards of syncing. Choosing only the phone will simplify syncing process. Always check that you're phone is a compatible device and that is using the latest update version and the latest Fitbit App version too.

Have a lovely day and let me know if you're getting an specif error next time that your Surge is not syncing or any other detail will help! 

[JSMaki]

I have already resolved and in control of both devices and have no conflicts between computer and phone.  I just make sure both are not turned on at the sametime.

Thanks for tip and update

[YojanaFitbit]

Hey there @JSMaki! Thanks for the heads up. I happy to know that this tips are useful. If you have time please check our Discussions board where you will find other members sharing their experiences and tips for an active lifestyle. 

Catch you later.