New Surge not syncing

[Ramjet63]

I have just received a new surge and it will not sync, will not display the clock and takes several attempts to even turn the **ahem** off. I have spent over an hour reading the many many complaints about the same issues. I have tried every suggested fix but none work.

very disappointed.

Moderator edit: Format, Subject for clarity.

[WendyB]

Welcome!

If you just received it you need to charge it for at least 2 hours.

Then set it up with these instructions:

http://help.fitbit.com/articles/en_US/Help_article/1873

Let us know!

[Ramjet63]

I have done all that. I have seen many posts with similar issues. You do not expect to get a new product out of tge box and spend hours trying to get it to do as it should. Iwill return it tomorrow and buy another brand. You really offer no solution to what is obviously an ongong problem. Would never recommend you products to anyone.

[YojanaFitbit]

Hi @Ramjet63! Please receive a warm welcome to the Fitbit Family! It's great to see you participating in our Community!

Thanks for trying those steps to help your Fitbit tracker to sync, having this type of issues when trying to sync for the first time is not common. It might be that your tracker is stuck, why don't you try to restart it, also check the list of compatible devices to make sure that yours is there.

After that you can try to connect it again and follow @WendyB's suggestions.

Hope this helps!  

[Ravind]

For last two years my surge was performing exceptionally great, never had any issue with syncing or battery draining. I used to feel proud wearing my fitness tracker. however, from last 2 months it has just become a piece of junk, for every sync to my mobile app i need to restart the tracker at least a couple of times. The battery of tracker dies in less than a day (no all day sync, no music activated, heart rate on auto mode). 

my tracker version shows 16.34.6.1.

Many of my friends bought fitbit on my recommendations, hope they dont curse me.

Team fitbit, any help on my issue?

[YojanaFitbit]

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

Thanks for your feedback, about the recent issues that your Fitbit is having; please try these steps to help it to connect in a better way. Make sure that your phone and Fitbit App are up to date too. And confirm which model of phone you're using too, even though it was working fine the past two years there must be something that is not working properly in the software or hardware; and in case this doesn't help we might have to check with our Support Team.

Let me know if this works.

[Ramjet63]

My Surge was a gift from my wife. She got me another one and I am happy to say that this one works fine. It was very frustrating when the first one would not work.

I really do like it now I have one that works as it should. 

[VF31AE3]

@Ramjet63 Just be aware that the Surge has been discontinued so warranty replacements (should you need them) are very limited. Good luck @Ramjet63.

[YojanaFitbit]

Hey @Ramjet63! Thanks for updating the information! I'm glad to know that you're back on track and that you like this model. 

As @VF31AE3 mentioned, although it has been a very popular product for us, we will soon stop selling Fitbit Surge. Please note that we’ll continue to support Surge from a software standpoint, along with any questions you might have during your use of the product. We apologize for any inconvenience and hope we can continue to provide you with Fitbit devices you love and help you reach your goals.  

Happy stepping! 

[Ravind]

Hi Yojana, I tried that a for couple of days in a row, however it didn't work me. My app and tracker version seems to be the latest and updated still have to re start the tracker a multiple times to sync the data to mobile app.

I have been using iPhone 6S for over 2 years now and the same tracker used to sync seamlessly to my app in the phone.

[Crazy-Fritter]

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@Ravind wrote:

Hi Yojana, I tried that a for couple of days in a row, however it didn't work me. My app and tracker version seems to be the latest and updated still have to re start the tracker a multiple times to sync the data to mobile app.

I have been using iPhone 6S for over 2 years now and the same tracker used to sync seamlessly to my app in the phone.

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I would have stuck with the app version that worked seamlessly for years for you, but that's just me 😉

I don't like playing "update roulette" because just like in a real casino, you usually lose 😞

[YojanaFitbit]

Hi @Ravind and @Crazy-Fritter, hope you're doing okay! Thanks again for your patience and working through these troubleshoots @Ravind! Keep an eye on your email inbox for next steps. In order to further assist you, I've gone ahead and escalated your case to our Support Team.

Let me know if you have questions about it.