I've tried everything; syncing issue

[RLD81]

I know syncing issues have been discussed at length around here, and I've tried all of the troubleshooting I know to try. I've searched and searched, and Googled til my eyes cross.

Got my Surge last month, used from a friend. I think it's a couple years old. Version 16.34.5.14. I have a Galaxy S5 phone (also an older phone). Had zero problems setting it up and it's worked wonderfully until yesterday. It has just stopped syncing. The phone and computer both don't recognize the tracker. Occasionally bluetooth on the phone will "see" the tracker and I can manage to pair it for about 10 minutes, then it just goes away. Force syncing on the computer doesn't do anything. I've tried uninstalling/installing the app, force stopping the app, powering down the phone and the tracker, restarting bluetooth, "forgetting" the device, setting up a new device, turning on location, all-day sync, etc., etc., etc. I have spent probably 7 hours over the past few days trying to figure this out and I just can't.
What am I missing??  Is it an issue with the tracker? I don't understand why bluetooth can see the device occasionally, then just lose it. I get messages like "Surge rejected pairing", "unable to communicate with Surge", "can't find tracker". I am beyond frustrated.

[YojanaFitbit]

Hi @RLD81! Please receive a warm welcome to the Fitbit Family! It's great to see you participating in our Community! 

Thanks for trying those steps and doing some research about the issue, you did a good job. This is very odd, would you mind checking if both Fitbit App and phone are up to date, then make sure that all Bluetooth devices are off and try to connect it again with your phone or computer. If you already tried all those steps and nothing works, I'd suggest get in touch with our Support Team. I can help you with that if you wish.

Give it a shot and let me know if that works! 

[RLD81]

Thanks for your response. I did try all of those things prior to posting. I contacted customer support yesterday evening, and the very nice lady walked me through basically rebooting the tracker  (which I had also previously done multiple times prior to contacting support staff). However, that time the tracker began working. She didn't say whether or not she did something on her end, but it worked. For 12 hours I had no issues, then it began doing the same problems again earlier today. I tried rebooting the tracker again, with no luck. I tried force syncing the tracker on the computer via the dongle, and had to click "sync" about 7 times before it just magicall synced. It still won't sync on my phone app, but at least I managed to sync via computer for today. My phone will still occasionally see the Surge, but won't pair. Still very frustrated. I don't mind being limited to the computer  (as long as it's reliable that way.....which it's not).

[YojanaFitbit]

Hi @RLD81! Thanks a million for your patience and for following all the troubleshooting steps. 

I've got in touch with our Support Team as you've already tried different steps to try with no luck. You should soon receive an email from Customer Support at the email you used to register with the Community forums. They will be handling your case and let you know what is the next step.

Let me know if you have questions about it.