Surge Alarm doesn't vibrate after snooze

[veryyictoria]

I just got the Surge this week and I've been loving it so far. The silent alarms wake me up from sleep. In the first two days, I would manually snooze by pressing the button, and it would vibrate again in 9 minutes and I'd wake up. However, for the last 3 days, I've overslept for work because I snooze the alarm and it doesn't vibrate again! I've confirmed this by waking up mid silent alarm to see the screen flashing alarm but no vibrations.

I tested the alarm by setting it and snoozing it, and it did vibrate again. Vibration works for everything else. 

Is there something I'm doing during sleep that is turning the vibration off? Is this a bug??

Thanks

[SunsetRunner]

Hi Victoria

Feel free restarting the tracker:

Restart the tracker

URL: Click / Tap to open the Fitbit Help Article 'How do I restart the tracker?'

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Hope it helps

[Octo]

 Mine does this intermittently, some mornings I swear that even the first alarm doesn't vibrate. My second alarm (on my phone) will go off about 10 minutes later and my Surge will appear that an alarm is going off, but no vibration.

[veryyictoria]

@Octo yes sounds like a similar situation

I tried a restart and now a differentproblem seems to be happening? In the past (which was 6 days ago when I first got this) the alarm would vibrate on the watch until I pressed snooze or cancelled it (bottom or top buttons)

Now, when any alarm goes off, it stops vibrating after about 5 seconds (dot dot dot dot dash)

I've seen this issue posted several other places, and also seen that this now supposedly prevents other alarms from going off until the alarm is dismissed, so if I didn't wake up or snooze in the first 5 seconds, the screen will keep on alarming until I do something, and any backup alarms I set won't go off.

Is this normal silent alarm behavior? How did restarting it make it switch to a 5 second buzz?? Super bummed bc I was loving the silent alarm and other Fitbit features but need to know if this is a dud.

[CarlosMo]

Hi @veryyictoria thanks for performing the troubleshooting steps mentioned by @SunsetRunner

@Octo Have you attempted to perform a restart?

@veryyictoria In this case I encourage you to check if you have the latest firmware in your Surge. An then perform another restart. If the issue persists, I invite you to contact our support team for further help.

Let us know how it goes.

[Octo]

I have not tried to restart the device, because one morning it will work and then the next it won't. I also have alarms set on my phone to go off approximately 5 minutes after my fitbit, so I'm not overally concerned with this fault.

[FerdinandFitbit]

Hi there @Octo. Good to see you around!

If you're having that problem but you've not tried to restart your tracker at all, I would recommend doing it as this could fix the problem you're experiencing. For restarting your tracker, just press and hold the left and lower right buttons for 10-12 seconds until your tracker starts to dim and once it's off, just press the left button and it will come back on. After that, try it out and see how it goes!

Let us know if you need more help!

[Octo]

The other morning, when it went off, I didn't touch it and just let it vibrate.

It vibrated for 5-10 seconds and then went silent.

I just restarted the tracker, I will set an alarm to see how it behaves.

[Octo]

So after two resets/restarts, my alarm is far from ideal.

It vibrates for 5-10 seconds and then stops. The screen still looks like an alarm is going off, just there is no vibration. I suspect on some mornings where I am in a really deep sleep the alarm is insufficient to wake me and it goes silent before I wake. 5 minutes later I have a non-silent alarm that goes off on my phone.

[veryyictoria]

@CarlosMo I do indeed have the latest firmware, and no syncing issues.

[veryyictoria]

@Octo Exact same thing happening to me. Per your earlier post and this one I've been setting a backup alarm on my phone, but the greatness of the Fitbit silent alarm was that is was silent and didn't wake my partner up as well.

It seems that the restart indeed took the alarm from continuous vibration to this 5 second thing, which yes, does not wake me up on deep sleep days.

Snooze has been working the same way.

[HeydyF]

Hey guys, @veryyictoria and @Octo, I hope you are doing very well! I appreciate you have taken the time to troubleshoot your Fitbit Surge and the issue with the alarms. For further investigation, I suggest you to get in touch with the Fitbit Support team, so they can investigate what is going on with your Fitbit and try to find a solution.  

Let me know how it goes! 

[Octo]

I chatted with support this morning, they informed me that a 5-10 second alarm on the Surge is normal and then several minutes later it will vibrate again for 5-10 seconds again.

On some mornings, 5-10 seconds simply isn't enough. It was suggested that I put in a request for feature, so I will do that.

It looks like somebody has already put in a request, I will add my voice.

https://community.fitbit.com/t5/Feature-Suggestions/Feature-request-Surge-Alarm/idi-p/631783

[HeydyF]

Hey @Octo! Thanks for getting back to me! Well, if you don't turn off the alarm, it will vibrate from another 5 to 10 seconds. And yeah, as Customer Support mentioned, you can go to our feature suggestions board and post your idea or vote for that one that you posted above. Thanks for the research!  

Let me know if you have more questions!