New Surge will not update

[mjburke4]

Downloaded the fitbit app on windows 10.  the Surge says that it is synced, but when I hit the "update your tracker" button it finally will say "Could not complete your fitbit surge update".  Not sure where to go from here.  I've tried restarting everything.

[neferti]

I start to setup first on my PC but after that I synced,updated and finally setups and works

Sent from my iPhone

[SolangeE]

Hello, @neferti, @cosky, @brianlab! It is nice to have you all on board. Thank you so much for being so helpful with each other. Looks like you are all doing good now and are back on track! 

I hope you have a nice weekend and let me know if you have more questions.  

[cosky]

Actually, no I'm not. My surge is still not sync'ing everytime. Last time
I had to reinstall the software. Getting tired of something working part
of the time! It is becoming a burden rather than a help. Either fix the
software so that it see the blue tooth id of the surge or whichever a
person has or scrap it altogether.

Better yet, send me the code and let me fix it so it works!

[SolangeE]

Hi, @cosky!  Thanks for the updates! If you are still not able to sync after trying all the troubleshooting steps, please get in contact with our Customer Support team. They will be able to check if something is wrong with your tracker and further assist you. 

Just a question, is your phone asking you for a code when you try to sync via bluetooth? Or are you still not able to pair your tracker to your phone?

Another question, have you tried to restart it already and made sure that you took the sticker off the screen? 

Let me know! 🙂

[Nick94]

My recent experience: try disconnecting the cable and start again using just the dongle instead. The documentation / on screen guide should be clearer.  I started with the cable connected to charge the Surge's battery, and from there most of the setup process seems to work OK via the cable, which is misleading, before it stalls/fails on Updating the Tracker with "Could not complete your fitbit surge update"...   

[SolangeE]

Hello there, @Nick94! Welcome aboard.  You don't need the cable to update just to have at least 60% of battery and it is better if you do it using a computer. 

Thank you so much for your feedback about the information not being so clear, we are continually trying to make it better for you. 

For what I understand at the end you were able to make the update, right? 

Let me know please!