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.

[SashaG]

I am having the same problem. The surge is fully charged but contionously says 'could not complete your FItBit Surge update'. what do i need to do for this to work?!

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@mjburke4 wrote:

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.

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[mjburke4]

Hello?

[shelbean91]

You could try an app on your phone.  I had all sorts of trouble trying to get stuff to work on the computer, but worked fine through the phone app.  No idea why.

[AngelaMa]

Hello @mjburke4, @SashaG and @shelbean91. It's great to see that you've visited the Fitbit Community!  As mentioned by @shelbean91 if you are trying to update the Surge using your phone and it is not working, I would recommend to try using a computer or vice versa. You can find directions on how to update your tracker on the help article: How do I update my tracker?. @SashaG are you trying to update the software of the tracker or sync the information to your account? 

Thanks for stopping by, see you around!

[mjburke4]

I tried my phone, but the update will still not load.  Same issue.  So I'm in the same spot as I was last week.

[AngelaMa · Accepted solution]

Hello @mjburke4 hope you are having a great day! I would recommend to contact support so they can verify if your tracker is on the latest firmware version and help you if your tracker needs to update. 

Let me know how it goes! 🙂 

[Ian_K]

since updating , as requested, my fitbit surge will no longer sync with my PC laptop with windows 7 pro...has worked perfectly till now..and nothing seems to fix it

[AngelaMa]

Hello @Ian_K welcome to the Fitbit Community! 🙂 Have you tried restarting your Surge? If you haven't already I would recommend to give it a try, you can restart your Surge by: 

1. Press and hold the Home and Select buttons (left and bottom right) 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.

If you seem to be having trouble restarting, simply hold down the buttons for a longer time; don't release them until you see the screen get significantly dimmer. Also you can try the troubleshoot on the help article: I can't sync my tracker. 

Let me know if this helps. 

[echindna]

Any chance we will receive a fix for the W10 OS regarding the Fitbit Surge and its inability to apparently update or properly sink.

Or is this just a one time thing for when the device is first sinked and updated.

[AngelaMa · Accepted solution]

Hello @echindna welcome to the Fitbit Community! 🙂 Are you having issues updating the firmware of your Surge? The latest version of the Surge's firmware is 16.34.5.14, you can review if it is up to date on your tracker's settings if a new update is available you will receive a notification to update.  If you are having issues syncing your Surge with a Windows 10 computer please troubleshoot as instructed here. 

Let me know how it goes! 🙂 

[DalGrewal]

My Surge won't update on computer or iPhone 6S. Getting pretty frustrated as have reset everything and reloaded software. Can you provide a solution?

Dal

[AngelaMa]

Hello @DalGrewal welcome to the Fitbit community! 😉 The latest version of the Surge's firmware is 16.34.5.14 please review on your tracker's settings if you are running the latest version. If you are having issues updating your Surge please contact customer support they will be happy to help.

Let me know how it goes! 😉 

[heybabe]

I had the same proble and resolved it by udating and syncing via my daughter's Smartphone. Then went to Windows 10 app to do follow up tracking.

Buried within the Surge Troubleshooting instructions is a statement that Surge will not initially set up via Windows 10.

[AngelaMa]

Hello @heybabe welcome to the Fitbit Community, 🙂 Thanks for sharing your experience, hope to see you around more often!  

[Genna]

Dear fitbit.

Looking at the posts, this is clearly an issue that has been ongoing for almost six months now.

Having just spent a lot of money on this item, I would have hoped that it would have worked, however like other members of this community it seems I am now in a holding pattern of trying my new surge on device

after device until I can finally sort out an update.

Might I kindly suggest that it would be more customer friendly, knowing as you do that there is this issue, to temporarily recall all items from retailers prior to sale until they can be updated as needed?

Am really not impressed at all and regretting having purchased this product from your company already.

This issue is causing me stress, which unfortunately has resulted in me losing feeling and muscular control of my left hand. Thank you for caring so much about your customers and the effect that this has upon them.

Ps, that last part was sarcasm. 

[AngelaMa · Accepted solution]

Hello @Genna thanks for your reply. Your tracker will update only when a new Firmware is available or during the set up process and it appears your tracker is set up to your account. Please review you are running the latest version, you can do this on the tracker's settings. The latest version is16.34.5.14.

If your information is not being transferred to your account, it is possible you are having issues with the syncing process. If you do please verify your mobile device is on the list of supported devices. If it is supported please troubleshoot as instructed here, If after the suggested troubleshoot your Surge is not working properly the next step is to reach out to customer support. 

Thanks for stopping by.

[echindna]

I got it to update had to use my phone originally but now it works fine, thanks

[coldclimber]

it is obvious that fitbit have some issues to sort out and should stop all sales, I have just spent  £157 on the surge and it does not synce or update with any devices. pc windows 10 samsung galaxy s5 i would have more chance teaching my cat to knit than this dam thing working.

[AngelaMa]

Hello @coldclimber welcome to the Fitbit Community! I'm sorry to hear about your experience with syncing your Surge. If you haven't already I would recommend to restart your Surge by: 

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.

Then restart your computer or mobile device. Open the app and try to sync. If you are having issues with syncing after this please troubleshoot as instructed here. @echindna thanks for sharing your experience. 🙂 

Let me know if this helps!