Have to restart Surge to get it to sync. Every. Darn. Time.

[NewsRunner]

To recap, I'm a Surge user since the pre-release phase. I am using my Surge (a replacement that was sent to me after the original burned my arm) exactly the same way I have always used my Surge: Dongle in my MacBook Pro, and app on iOS (currently 9.2.1).

Sync was flawless until some point in the last several weeks. Sync with the MacBook, previously 100 percent reliable, will not occur under any combination of tracker or MacBook restarts. The dongle is seen by the sync app. But it won't sync. Just endlessly "looking."

Sync with the iOS app was also pretty much bulletproof until some point in the last several weeks. Now, the only way I can get the tracker to sync is to restart it. Which has now become a daily thing to get it to sync at all. Quitting and restarting the app makes no difference. Turning BT on and off makes no difference. Restarting the entire phone makes no difference. Only restarting the Surge makes it work. And only for a short period of time.

So you see I've gone through all your suggestions, so there's no need to send me to your FAQ again. I just want to know why it won't sync any longer? Is there an impending failure in the tracker? Note that I also have positively awful batter life (and I've been through all of your suggestions on that, too. And, just as I indicated earlier, it's something that came on later. The Surge initially had wonderful battery life, going 5 to 7 days, depending on how many times I ran with it. Now it's 24-36 hours tops.

It's possible there's a firmware update for it. I wouldn't know. As indicated above, my Macbook Pro simply will not see the Surge.

I am frustrated to say the least.

[SunsetRunner]

How is it goin' @NewsRunner ? It's nice to read you. Thank you for trynig all of our suggestions. It looks like your Fitbit Surge is having internal issues and would suggest to contact support for further investigation. I know they will try to assist you the best they can. 

Please keep me posted. Have a wonderful day! 

[Muj_Alapinar]

I have exactly the same issue, to be able to sync my surge, I have to restart it each time.

is there a fix for this?

[SunsetRunner]

Hey hey hey @Muj_Alapinar welcome to the Fitbit Community! It's nice to have you here with us 🙂 Have you tried to set you Fitbit as a new device as suggested by our friend @MarcelBK? This should correct this issue you're experiencing. 

I hope this helps. have a wonderful day 🙂 

[Muj_Alapinar]

I have set Fitbit as new device number of times, nothing changes. The other thing I noticed is I charged it full before going to bed, i got up this morning and battery is already half. It seems like fitbit contionusly trying to sync but fails to sync.

[SunsetRunner]

How is it goin' @Muj_Alapinar thank you very much for your reply. In this specific case, I would recommend to contact support for further assistance. I know they'll be more than happy to assist you and fin a solution. 

Please keep me posted! Have a wonderful day 😉 

[thejbills]

The same thing is happening with me. The Surge is difficult to connect, and sometimes I have to restart my watch more than once. Also the battery drains very quickly, and I suppose that's because it's stuck in some syncing loop. I'm definitely ready for that firmware update.

[Tooliegirl]

I too have the same problem - my Surge Syncs without restarting (or uninstalling and reinstalling) about once a day - that's it.  It is LESS THAN A YEAR OLD.  I am not pleased.  For the price, it should be more reliable.

So the only solution is to call and waste more time with tech support.....okay.

[RobertoME]

Hi there @Tooliegirl good to see you again and its been a while since you posted, but let me give you a warm welcome to our Community @thejbills.

In your case @thejbills its been some time since the last response you received, so I wonder how it goes this issue? 

Also in both cases I would like to know which type of device you are using to sync? This with the intention to provide specific troubleshoot for your device. In the meantime I can recommend the basic troubleshooting steps for the most common mobile devices. This might be of your help in case the issue still persist.

- Syncing troubleshoot for Android app.

- Syncing troubleshoot for iOS devices.

For computers the process might be different and depends of the OS you are running. 

• If you're using a PC or Mac without Bluetooth, make sure your wireless sync dongle is plugged in and recognized by the computer. If you click the Fitbit Connect icon and see "Couldn't Find Wireless Sync Dongle," try a different USB port. Make sure you're using an actual port on your computer and not an accessory or USB hub. If your tracker still is not syncing after you have tried all the suggestions please contact Customer Support for additional help. Note they have more tools to review your device history to recommend the next step.

Let me know if you have more questions, I'll be around in case you need more help.

[Tooliegirl]

Hi Roberto,
I wear a Surge and it seems to have gotten better recently. I am not
having to restart my Surge as often. Not sure what made the difference,
but it is better.

Generally now I can just reboot my computer. Before, that alone would not
do it.

Thanks though! Really enjoying my Surge - I am a data junkie.

Wish the Surge had the daily mindfulness exercises of the new Charge
HR...but that is another story.

[RobertoME]

Glad to hear you don't need to restart as often @Tooliegirl. It would be hard to tell what is the difference but I'm certainly happy to hear you are enjoying your Surge. If the issue persist dont hesitate in let me know.

About the new trackers I agree with you, how cool are they? I really liked the Charge 2. I haven't had the chance to tested it yet but indeed it has expanded the features that our current trackers offer.

If you have more questions, you can find me here and stay awesome.