Replacement fitbit surge tracker update not working

[llewis3402]

Like many I was having band issues with my Surge.  I contacted customer support hoping for just a new band, but was thrilled when they said they would send a full replacement...great!
However, I am having no luck getting the replacement setup.  The Surge screen is stuck on the "Let's Get Started" screen and when attempting to complete the tracker update (using either the windows 10 app or the mobile app) I get a failed message every time.  The Surge is nearly fully charged and it is connected via the dongle cord to the computer.  I have deleted my old tracker off of the account and turned it off.  I also uninstalled and reinstalled the fitbit apps on both my computer and PC. I have also gone through the process of the "setup a new device" and entered the 4 digit code to locate the replacement - that seemed to work just fine.  But it still will not update, sync, or show me any screen but the "Let's Get Started".  I'm frustrated.  Help!!

[DevilScream]

I had the same problem with my Surge setup. To be honest I wasted whole Wednesday's evening on it, without any success.

I tried to setup and sync using Windows 8.1 mobile app, but it can't setup Surge (other models are supported, but let's say Surge is more complicated)

Then tried to setup it using Windows 10 app for computers - I got low battery warning, had to charge Surge for like 4 hours. Then finally I was able to proceed up to this 4-digit PIN and... It was failing on the 'updating software' step each time.

Then I read on forums that I should install an app for old PCs instead of Win 10 version. This 'Fitbit Connect' app should solve my problems, but... It requires you to have Fitbit USB dongle, which I simply don't own...

I got frustrated around 1 AM, thought about returning it and went to sleep 🙂

Then I got up with a brilliant idea - why don't I ask my friend to borrow his Android phone and let it set up my Surge...

It worked flawlessly (you have to delete Surge from your Fitbit account before). After the update, you have to uninstall Fitbit stuff from friend's phone and basically reinstall Fitbit app on your phone. Then it finally works.

At the end, I can say that it was the worst 'setup a new device' process I've ever seen... Bear in mind that I work in IT and I see a lot of very rough software every day, but this Fitbit setup was just... ouch 😉

[YojanaFitbit]

Hi @llewis3402 and @DevilScream! Please receive a warm welcome to the Fitbit Family! It's great to see you participating in our Community! 

Thanks for the details about the workaround you were trying, sorry if your new buddy gave you such a hard time connecting. Usually when is the first time connecting Surge works just fine, in some cases it gets stuck so you might have to reset it a couple of times and try it again. Now, the workaround you tried is awesome, good job! I'd suggest always checking the syncing requirements to make sure that your device will connect properly.

I encourage you to keep posting around and get to know new Fitbit friends! I'll be around if case you have more questions!