New Surge will not update

[BetsyH]

New Surge, won't update and so won't setup. I've tried this with my computer, using the dongle and using Bluetooth; tried it with my Android tablet; tried it with my iphone. I've turned the Surge on and off, rebooted every device.....basically followed every step I could find in troubleshooting forums. Nothing works. The computer apparently starts the update, then says it can't be completed. My iphone says the system is busy; the tablet just fails, no reason. Any ideas?

[sboots]

I've been trying to update a new device this evening, too, a Blaze. Same issue, so I'm speculating that there is a problem with the Fitbit update server(s).

[sboots]

Still trying to update my new Blaze and not having any success. Have been in an email dialog with Fitbit Support with no solution in sight. I've done all of the troubleshooting, multiple times. I have to imagine it isn't a server issue at this point. We shall see.

[HeydyF]

Hi @BetsyH, I appreciate you have tried several steps to update your Surge. Since none of those steps worked, I suggest you to get in touch with Fitbit Support directly and let them know about this, so they can take a look into your account and see what is exactly going on with your tracker. 

@sboots, could you please tell me, did you already get a response from Fitbit Support or not yet? If so, what was the resolution? 

I'll be around! 

[sboots]

Hello, @HeydyF.

Yes, I contacted support about the Blaze issue and it was finally determined that it was defective. I was sent a replacement under warranty.

-steve

[HeydyF]

Sounds pretty cool my friend @sboots! I appreciate the update.  I knew that our Fitbit Support team will help you out with this and would offer you the best option to get you back on track. 

If you need more assistance, I'll be around and glad to help! 

[BetsyH]

I called support and they confirmed the Surge is stuck on updating and said I would receive a new one under warranty. I was supposed to receive a prepaid envelope to return the defective Surge before a new one can be sent, but I never received the envelope. Not a happy camper. 

[HeydyF]

Hey @BetsyH, welcome to the Community! I appreciate the update. So you haven't received the prepaid label to return your Surge, right? Have you reviewed your e-mail spam/trash folder? maybe Support already sent you that but it went there. If you have checked and you have not received anything, let me suggest you to get in touch again with Fitbit Support and let them know about this, so they can re send you the label. 

Let me know how it goes! 

[Allmike]

I just received a Surge for Christmas and found that I have to update the software before the watch will configure and have made NUMEROUS attempts with no success.  To my amazement and dissapointment I have found that is appears to be a recurring issue on the community forum.  It seems Fitbit should know there is a problem and should provie a solution!!  Very dissapointing Chirstmas gift for me!  Perhaps I should return the fitbit.

[HeydyF]

Hi @Allmike, welcome to the Community! Sounds pretty cool that you have received a Surge for Christmas. It is a pretty cool tracker. Now regarding the update that you are trying to do, could you please tell me, are you getting some type of error on your Windows phone when trying to update the firmware? If so, let me know which one. In the meantime, please try to restart your tracker by following the instructions on this post. In addition, you can try to update your Surge by using your computer. 

Let me know if that works! 

[Allmike]

I am trying to complete the initial update of my new Surge using my computer using Windows 10. I have the Surge connected to my computer with the USB cable that was supplied with the Fitbit. I have turned the Surge off by holding down the left and lower right buttons several times and then retried updating with no success. This shouldn't be so difficult should it!?!?

Get Outlook for Android

[HeydyF]

Thanks for getting back to me @Allmike! Thanks for trying to update your Surge. In this case, I suggest you to get in touch with Fitbit Support directly, so they can take a look into your account and see what is going on with your Fitbit and why is not updating. I'm pretty sure that they will find a solution for you. 

Let me know the outcome! 

[Allmike]

I did contact customer support and they were able to help me get it synced...all is well now.

[HeydyF]

That sounds pretty cool my friend @Allmike! Thanks for the update. 😉 I knew that Fitbit Support will help you out with this. Keep enjoying your Surge and if you have further questions, let me know! 

Have a nice day!