Music control on Moto X Bluetooth pairing

[KurstieLove]

I recently got a Fitbit Surge. I have an Android Moto X which is on the list of compatible devices. I have the app on my phone and can sync with the Surge. The instructions for music control say to pair the phone's Bluetooth with the Surge. But every time I try I get the error message that the pin was incorrect. There is never any prompt on either device before this after I select pair. Any suggestions? All the topics I've seen say use the app. If there is a way to use the app for music control then why do all the instructions say pair with the phones Bluetooth...

[SunsetRunner]

You control the phone's music app via bluetooth. For music you have to use "classic bluetooth" paring.

[YojanaFitbit]

It's great to see that you've visited the Fitbit Community @KurstieLove, welcome! That message will pop up every time that you choose Surge. As @SunsetRunner mentioned  in order to setup music control, there has to be a Bluetooth bond between your phone and "Surge (classic)". Have you checked this steps from @RobertoME. Please try those steps one by one. And let me know if you encounter any other error or if you're having issues connecting.

I'll be around! 

[KurstieLove]

OK let me be more clear.... On my surge I change the Bluetooth setting to
pair. On my phone I turn Bluetooth on, and search for devices, then I
select Surge (Classic) and every single time the message that an error has
occurred comes up. I have read and followed the directions. And I am trying
to pair with surge classic so this "solution" is no solution.

[KurstieLove]

OK let me be more clear.... On my surge I change the Bluetooth setting to pair. On my phone I turn Bluetooth on, and search for devices, then I select Surge (Classic) and every single time the message that an error has occurred comes up. I have read and followed the directions. And I am trying to pair with surge classic so this "solution" is no solution. 

[YojanaFitbit · Accepted solution]

Nice to see you again @KurstieLove! Sorry about the error you're getting. Please restart your Surge, and reboot your Bluetooth too. Then try one more time and if you get the same error again, I would suggest to get in contact with a Fitbit representative so they can further investigate, I'm sure they will be happy to assist you! 

Have a great day! 

[maddyzero]

Thanks for this post!

I'm experiencing the same Bluetooth Classic pairing issues between the Surge and my Moto X Pure. Following the troubleshooting steps outlined by Fitbit does not solve the issue.

Here are the steps I go through (screenshots provided below):

1. Shut down Surge from watch 'Settings' menu
2. Swith Bluetooth to 'Off' in phone
3. Turn on Surge
4. Switch Bluetooth to 'On' in phone 
5. Ensure low power Bluetooth connection is established under 'Paired devices' (reads as 'Surge')
6. Go to Surge 'Settings' menu and swipe to 'Pair' under 'Bluetooth Classic'
7. Refresh scan of Bluetooth from phone
8. Phone finds 'Surge (Classic)' under 'Available devices', tap it to begin 'Pairing...'
9. After several seconds, message displays 'Couldn't pair with Surge (Classic) because of an incorrect PIN or passkey' (note that there was no prompt for a passkey or PIN during this process)

Moto X Pure finds 'Surge (Classic)' as a separate device

Moto X Pure attempts to pair with Surge

Moto X Pure fails to pair with Surge (never prompted for PIN/passkey)

In case there are enough issues logged for this to bubble up to Fitbit firmware developers, here are more details:

Phone Model: Moto X Pure Edition

OS: Android 6.0

Surge Firmware Version: 16.34.5.14

[YojanaFitbit]

Hi there @maddyzero. It's great to see you in the Community, welcome!

I would say that the reason why you are not able to control the music on your tracker is because the Moto X Pure Edition which is not a compatible device (at least it's not on the list of compatible devices and even if it does sync, the other functions may not work properly). 

 If you have any other question, let me know. I'll be happy to help! 

[KurstieLove]

I also have the Pure. I never got it resolved and just figured it isn't a compatable device. Although I wish it was because it's very similar to the Moto X

[YojanaFitbit]

Thanks for taking a break from stepping @KurstieLove! I appreciate your feedback, thanks for sharing this information here. You can ask for this option here, in our Feature Suggestions board, you can also add your comments so other users can vote for your suggestion. This board is constantly being reviewed by our devs to make sure we are delivering on what our customers need. Fitbit is always striving to improve!

Hope to keep seeing you around!