Lost data when syncing

[Londonchick]

Surge battery ran out. I charged it and I've been wearing it all day. I've just synced with my phone (surprisingly the sync occurred). The data on my surge has been wiped steps/calories. The only value present is default calories burned value from the app (which is 600 calories less than my actual) .
Fyi....I'm still experiencing issues with syncing at all. This has been a recurring issue flagged in this forum. Any plans to resolve it. It worked ok before.

[HelenaFitbit]

Welcome to the forums @Londonchick! I'll be glad to help you get back on track with your Surge. 

It is not very common to see a battery drain problem on the Surge; here's @wmchapman explaining this and providing some tips on how to address it. Make sure to restart your Surge at least 3 times and then check on your battery's progress. If the problem persists after double checking the steps linked above; please let our Customer Support team know about this. 

Now, checking on the syncing situation you've encountered; I've created a Syncing Masterpost that covers all platforms to help you get back on track.

If you see an error message; please attach a screenshot to your response and I'll be glad to look deeper into this. If you're unsure on how to do so, here's a post from @RobertoME that will come in handy. 

Keep me posted on how this goes and let me know if you have any questions; happy holidays! 

[Londonchick]

Thank you. The sync master post appears to be for the scenario whereby sync
does not occur. My issue is sync did occur however my live data was wiped
from my surge. The only value present was the app calculated calories

[Londonchick]

I've had my surge for 1.5 years. In the first year everything was great. I just had to replace it due to the strap breaking. The past 6 months I've had ongoing issues with syncing. This was not a problem before and judging by the number of posts on here on this subject this is a big problem for a lot of people. Clearly in your haste to keep adding g new functionality you are omitting to test that the basics are still in order. Instead of posting lengthy posts on what you do why don't you fix the problem. I'm fed up keep going through these routines. Syncing is BASIC functionality and should work. As soon as the 'fixes' are done? It syncs a few times then boom, it's broken again. This app is not fit for purpose. I would have expected more than a year's use from a watch that cost me nearly £200. I shall now look for an alternative. Very poor.

[MariamV]

@Londonchick thanks for the update. That definitely doesn't sound like normal behavior. In order to avoid this from happening in the future I suggest a restart:

1. Press and hold the Home and Select buttons (left and bottom right) on your Fitbit Surge for 10 to 15 seconds, until you see the screen flash or start to dim.
2. Let go of the buttons.
3. After your screen turns completely off, wait 10 seconds and press the Home button to turn your Surge back on.

Now, for deeper analysis I recommend contacting our Support Team. They definitely have the proper tools to take a deeper look into your tracker's behavior. When contacting our Support Team, please indicate the date and time this occur so it would be easier for them to identify any odd behavior. Good luck and keep us posted!