Not Syncing with Android/iOS

[cyrilmadihlaba]

Good day.

Can someone please help and explain what could be honest truth regarding fitbit surge not syncing? I've unistall & install the app, reboot the phone, follow troubleshooting guide with no positive results.

I thought the problem was with my android phone but Samsung advised there's no problem after troubleshooting.

Regards.

Cyril.

Moderator edit: Subject for clarity

[SlowOrla]

I can’t get my Fitbit to sync today either, very frustrating. 

[YojanaFitbit]

A warm welcome to the Fitbit Community @cyrilmadihlaba! Thanks for your participation on the Forums 

Thanks for reporting this syncing issues and for trying to fix it! I'd like to know what model of phone you're using, please check that both phone and Fitbit App are up to date; then try the steps suggested here to reconnect your Surge with your mobile device.

I'll be around in case you have more questions! 

[Slowmax]

Hello there. You're not the only one facing this problem. I have been able to sync my Surge with my phone till about a week ago when the app on my phone kept showing the message "Tracker not found". I've tried trouble shooting in every conceivable methods including using another Surge. Even with a new Surge, the same problem persisted. Naturally I came to the conclusion that the fault lies with my phone and that I need to change a new phone. However, after coming into this forum, I realised that I am not the only person facing this issue. It looks like there are many others facing the same issue as me. In the meantime, I have been syncing my activities via my laptop. Thankfully I am able to. This however, does not solve my problem. It's pretty obvious to me now that the issue is not with my make or model of phone as it has been working fine all this time till about a week ago. As my Surge is now beyond the one year warranty period, I suspect that I am going to get the standard reply from the company about their warranty coverage. I do hope that Fitbit Support is able to come with some kind of software update for the tracker to resolve this issue and not force us to ditch the Surge for a new tracker.

[Reddog101]

Or ditch for a Garmin!

[cyrilmadihlaba]

Hi Slowmax.

Thank your for sharing a pain with us. I purchased my tracker last year September 2017 it worked fine and only in December started having this problem. It's said what we have to go through daily and how I wish we were warned before we purchase this product one could've look for better alternatives.

Regards.

Cyril. 

[Mokoboro]

Not syncing with android.

Please help; unpaired  and added it back.

Now it cannot pick up the surge it says not connected.

Very much frustrating. 

Experiencing same problem as Cyril mahlaba

[SlowOrla]

It’s so annoying, mine synced last week and it’s not connecting again now. Come on fit bit sort it out!!

[Seashel11]

Mine hasn't synced in a week. So frustrating .

[YojanaFitbit]

Hi guys! Thanks for trying different workarounds to make your Surge sync!

Thanks for taking the time to provide us with your feedback! If you're having syncing issues while using your iOS or Android phone, why don't you connect your Surge using the Fitbit Connect program via Wireless Dongle in a computer. They will be connected in a different way, so you just need to keep plugged in your Wireless Dongle to sync; but it is necessary to confirm if your Surge is working properly.

Always remember to confirm that your phone and Fitbit App are up to date. In case that you want to try these steps with phone after doing so, go ahead. You can also find some good tips here.

Why don't you give it a try and let me know how it goes.

[Slowmax]

Dear Moderator,

Why were you in such hurry to close this other thread " Syncing issues since 2.64 Android app update"? How could you conclude that the issue has been resolved? Have you been instructed by your management to sweep under the rug this embarrassing episode as quickly as possible? 

If you have carefully read through every posts, you'd noticed that not all who downloaded the latest version of the app got their syncing problem solved. For many of us who tried downloading the latest version of the app, we are still unable to sync our trackers to our phones. Because of this, many of us have to continue using either an alternative device or older versions of the app to sync our trackers. I do not buy the explanation that Fitbit app will only work with certain brand or make of phones. This is pure crap! I have downloaded and used so so many apps on my phone and never once have I encountered an app that tells me it'll only work with a certain brand or make of phone. If this was truly the case with Fitbit's app, then I can only conclude that you indeed have crap products. Your latest version of the app is still pretty much a hit or miss thing.

Till now, we have not received any official explanation nor apology from Fitbit for this nightmare that users are facing. We are still waiting for an official announcement from Fitbit for an app that will resolve everyone's syncing problems regardless of brand or make of phone once and for all.  

Please resolve this issue thoroughly before simply closing it.

[YojanaFitbit]

Hey @Slowmax! I appreciate the time you took in order to place your feedback. 

About your inquiry, as @AlessFitbit mentioned most of the users that were having syncing issues were able to connect after that update. That's why she decided to close the thread and left the option to keep posting in a new topic in case that someone else needs help.

Did you try the steps above? What is your phone model? 

Please keep me posted.

[Slowmax]

Hi Yojana,

If any of you had gone through carefully all of my earlier posts, you'd know by now that all of us who are facing this syncing problem have gone through the useless and time wasting trouble shooting procedures suggested by Fitbit. All of our trackers had no problems syncing with our phones regardless of the make or model of our phones till the latest software update came along.It has been clearly established by this community that the sole fault lies with Fitbit's latest software update. So I ask you one more time, please do not waste anymore of our time asking us if we had gone through your useless trouble shooting procedures.  Stop living in a state of denial by trying to pin the fault and blame to the make and model of our phones.

With regards to Aless's closure of the other thread, I simply don't understand how she was able to come to the conclusion that "Most users that were having syncing issues were ale to connect after that update" equals to having solved everyone's syncing problem. There is still a sizeable number of us still facing this syncing problem. The way Fitbit is handling this whole issue baffles me. It speaks volume about Fitbit's nonchalant and couldn't care less attitude towards their customers.

[Mokoboro]

Still unable to sync via my mobile ,
I'm using a Samsung S7.

I've updated the latest version of fitbit and my mobile is also updated but
still the phone cannot pickup my surge device via blue tooth.

[Crazy-Fritter]

It usually fixes the surge syncing and firmware updating issues by: 

1. Completely removing the surge from your phone, including the Bluetooth.

2. Making sure your surge is also removed from your account on your fitbit.com dashboard.

3. Uninstall and reinstall the Fitbit app on your phone with a restart in between and after the install.

4. Add your surge back to your account through a PC with the Fitbit PC app and wireless dongle. Then update the surge firmware if you haven't already, as well as make any changes like clock faces/exercise shortcuts/alarms etc. and sync again afterwards.

5. Close the app on your PC and remove the wireless dongle.

6. Open the app on your phone and your surge should automatically sync, and should continue to sync reliably for you. I don't use all day sync, always connected, or notifications to save on battery....so I can't vouch for those, but the above-mentioned method turned my completely non-working surge AND flex into perfectly working and syncing trackers which I am loving now.