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LG G3 phone connecting to surge tracker but steps showing zero

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‎02-27-2017 22:36

‎02-27-2017 22:36

Good day, my LG 3G phone connects to my surge tracker (eventually...this is also a problem). But shows zero steps. See screen shot below. It has been fine for a long time, and all of a sudden a few days ago it will not show the steps. I have the latest version of Fitbit and have restarted my surge tracker.  It is very important that this connects properly because of my medical aid. I don't understand why all of a sudden it will not work. Please assist. Many thanks.

Jean-Marc

Screenshot_2017-02-27-19-14-50.png

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‎03-01-2017 07:14 - last edited on ‎06-16-2025 05:42 by Fitbit Moderator

‎03-01-2017 07:14 - last edited on ‎06-16-2025 05:42 by Fitbit Moderator

Hey there @JMdB! Welcome to the Fitbit Community!

I'd like to know... Is it just on the app that you can not see your steps or your tracker is also not counting your steps at all?

At the moment, I can suggest restarting your Surge by pressing the left and lower right buttons for 10-12 seconds. This will make your tracker to reboot. Then press any button to get it back on again and see if after this, it connects and shows your steps on the app.

If that doesn't work, probably setting up your tracker as a new device could help. For this, go to the Account section at the bottom right corner on the Fitbit app and select the option that says "Set up a new device". Follow the on-screen instructions and once you're done, your tracker should be syncing without a problem.

Let me know how it goes!

Ferdin | Community Moderator, Fitbit

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‎03-01-2017 10:28

In response to FerdinandFitbit

‎03-01-2017 10:28

HI, the tracker is counting the steps perfectly.
I actually have tried to restart the tracker but didn't work. I have been told to restart it 3 times, so I am going to try that. Failing which I will do what you suggesting.
Many thanks.

Kind Regards,
Jean-Marc du Buisson

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J-CAD Consulting Engineers CC

Civil & Structural
Mobile: +27 83 326 9144
Fax: +27 86 690 5293
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