Setup error

[Pyrojames]

Hi I have a surge, I have setup the app on my iPhone 6s ok and the watch is paired with my phone..but it will not update and the watch does not proceed from the “configuration screen/message”

[YojanaFitbit]

Hi @Pyrojames! Please receive a warm welcome to the Fitbit Family! Hope you’re having a great day! 

Thanks for adding the details about the issue you're facing. I would like you to check the instructions that I suggest in this master post to finally connect your Fitbit with your phone! You can also check if your phone and Fitbit App are up to date, to make sure they will be connecting with no hassle. 

I'll be more than glad to continue helping you, in case that you need it.

Catch you later! 

[ksh1035]

I have the same problem - just got a surge and tried to configure it on my phone - an IPhone 8 - not able to do so - it comes up as a blue tooth error - I have deleted the old Alta and then tried again and no luck - I also downloaded the fitbot connect program on my new computer (Windows 10) and same result - error in set up - any suggestions? - Kevin

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@YojanaFitbit wrote:

Hi @Pyrojames! Please receive a warm welcome to the Fitbit Family! Hope you’re having a great day! 

Thanks for adding the details about the issue you're facing. I would like you to check the instructions that I suggest in this master post to finally connect your Fitbit with your phone! You can also check if your phone and Fitbit App are up to date, to make sure they will be connecting with no hassle. 

I'll be more than glad to continue helping you, in case that you need it.

Catch you later! 

---

[YojanaFitbit]

Hi @ksh1035! Please receive a warm welcome to the Fitbit Family! It's great to see you participating in our Community! 

Thanks for trying those steps! In you case I think that it's the tracker the one that is having hard time connecting since you already tried with different devices. Would you mind try one more time with your computer, but this time try multiple restarts on your Surge while trying to connect. Make sure that turn on or you can leave it charging while it is connecting.

If this doesn't help let me know, so we can see the next step. 

Keep me posted. 

[ksh1035]

 I tried everything in your post and no luck - I also chatted with one of the technicians tonight and walked through everything several times and no luck - the Surge will not set up - after about an hour I was told that the engineers are aware of this and they are working on a fix for a bug in the application software but in the meantime I have a Surge that I cannot use - I did try restarting the surge several times to see if it would make a difference and it did not - if you have any ideas I am all ears - K

[ksh1035]

Pyrojames - sounds like you and I have the same problem - I can tell you that I tried for over an hour last night with all the suggestions concerning restarting etc. amd had no luck - if you find anything that works please let me know and I will do same

[gmcdriver]

I had this same problem with my iPhone 7+

I called FitBit and they had me try some things, but it simply would not update, so they decided to send me a replacement.  When I got the replacement, it acted the same way!   GRRR

I called FitBit again and this time got some good help.  After going through the normal setup and getting the update error, he had me turn off the bluetooth on my phone and do the setup on my desktop computer (or put your phone in the other room so it doesn't interfere with the computer bluetooth).  If your computer has bluetooth capability, you don't need the USB dongle which came with the FitBit.  However, my computer didn't have it (Windows 10 computer) so the dongle acts as a bluetooth interface to your computer for the FitBit. Just plug it in to a USB port.

Go to the Microsoft store (icon should be at the bottom of your screen.  It looks like a shopping bag with the 4 colors-windows logo on it) and search for the fitbit app (See image if it attaches).  Install it on your computer and run the setup/update from there.  When you are done, you can go back and do it on your phone and since your fitbit is now updated, it will work fine.

[ksh1035]

tried this too last night and did not work

[ksh1035]

but thanks for the advice

[gmcdriver]

I tried setting up my wife’s Fitbit on her windows 8 machine and couldn’t do it. The app is different on windows 10 and was able to do hers on my WIN10 machine (logged in to her account)

Sent from my iPhone

[YojanaFitbit · Accepted solution]

Hello @ksh1035, @gmcdriver and @Pyrojames thanks for posting the steps that you have tried until now. We recommend trying a different mobile device or computer to make sure that your Surge is working properly. 

You can try to use the Fitbit Connect program via computer and if that doesn't work we might have to get back with our Support Team with that information. 

I'll be around!

[ksh1035]

Eureka!!!! After many many attempts to set up my new Surge on my phone my work computer and my home computer I was finally able th set it up and update the software using my Kindle Fire - (an Android system device) - not sure what was going wrong but it now works and is recognized on my phone - Thank you for the many suggestions! - K

[JackFrobisher]

Eureka is exactly right! Having tried two different iPads, two different iPhones and a Windows PC, my little Kindle Fire has succeeded so the score today is Kindle1 FitBit 0 

[ksh1035]

Pyrojames - I finally got it to set up and update by using an Android device (my kindle fire) - 

[YojanaFitbit]

Wow! Finally good news! Thanks guys, your feedback is really helpful since it should be connecting with no hassle by now!

Please keep me posted!