Surge GPS wrong start location

[JeanSh]

My partner and I both have a Fitbit Surge, his is consistantly recording the wrong start location for runs from home, where as this is recorded correctly on my watch, what could be causing this and how do we fix it? We both make sure we wait for the GPS found notification even waiting a few extra seconds.

Moderator edit: Clarified subject.

[YojanaFitbit]

Halo @JeanSh thanks for stopping by! I'll be happy to work on this with you and your partner. I also want to thank you for providing us with the details of the issue. I'd like to recommend you to restart the Surge tracker. This will help to fix any issue the tracker may have. Some times high buildings, trees and weather may cause an interference on your GPS signal, but it sounds odd that only one tracker is having this hard time. 

Please let me know if this works, I'll be around! 

[ilse49]

Mine has also started doing the same thing some of the time.  So it may say that I'm running faster than I possibly can or much slower.  It was also quite inaccurate with my wake-up time this morning.  I had been up for nearly an hour and 500 steps (if that was accurate) before it registered that I was awake.  It also has had trouble synching with my computer.  I have to hold the watch right next to the dongle for it to register.  I tried restarting it for that problem but it didn't help.  It's losing its charge much too fast too but only some of the time.  I am restarting it again now.  Too many problems!  Cathy

[JeanSh]

Hi thanks for your reply. We will try the restart and report back 

[YojanaFitbit]

Hi @JeanSh, thanks for getting back! Remember that you can come back at any time and any of our members can gladly assist you. 

@ilse49 Wow, it looks like you're having a difficult time with your little buddy. Let's take care of the different issues you're having. About the inaccuracy in your step count, please check that the Settings of your Fitbit Dashboard for handedness is up to date. Also I would recommend to do this accuracy test to see how it is working: 

1. Put your wrist-based tracker on your wrist.
2. Walk 100 steps, making sure to count a step each time one of your feet hits the ground.
3. Pause, then check your tracker to see your step count.

If your tracker counted less than 100 steps or more than 100, please let us know and we'll see if we can investigate further. 

For the syncing issues, you can unpair the tracker from the Fitbit Account; you will find the option under Settings > Surge > Remove this Surge from your account. Then follow this steps to connect it back. Change to a different USB port if you consider that is the Dongle the one that is having hard time find your Surge.

For the battery issues check this tips. And would consider contacting Cutomer Support, in case those steps don't solve the issue, as they have special tools to determine what is going on with your Surge.

Have a good one!