Surge Step Count Affected By Shoe Type

[DMWyatt]

I've been having a problem with my Surge having a pretty high error rate undercouting steps by anywhere from 15-20% and more. After a step test with support I exchanged the device at my retailer and after still having issues FitBit replaced it directly and yet I am still having problems.

I have tracked the anomaly to the type of shoe I am wearing -- the harder the shoe the bigger the error. Even barefoot the error rate is close to 10%. If I wear Crocs (don't judge me! ) the error rate is close to zero having nailed a 500-step test exactly and usually being off only one or two percent. All of my settings are correct as far as dominance, step length, etc.

Am I alone in this or can any of you see the same thing?

[Redmoonstar]

I also exchanged 2 surges for the same reason and the 3rd on was also missing steps I was going to take it back and get a Garmin but support suggest I reset the watch multiple times in a row which I did and that certainly helped. I didn't notice any difference with what shoe I was wearing but I was losing anywhere from 3000 -5500 steps per day. I still have the surge it's not perfect (don't think any device is ) but certainly not losing many steps now. I rest 4 times in a row. Not sure if it will help but maybe worth trying.

[DMWyatt]

Thanks for the reply Redmoonstar but I have gone the reboot route and it  does not do the trick. If multiple restarts fixed something, it sounds like a hardware issue to me where something is not initializing properly. I'm thinking my situation is indicative of a software issue -- the algorithm that takes input from the accelerometer sees the sharp "bump"  from the harder shoe as something other than a step and throws it away when it should see the series of similar inputs and realize that they are indeed steps.

[CarlosMo]

@DMWyatt @Redmoonstar it is a pleasure to have you guys in the Fitbit community with us. I'm sorry to hear you encountered this issue and definitely understand your frustration you guys are experiencing. 

@Redmoonstar Thanks for recommending a restart! That is a good troubleshooting step to start with in order to fix this issue. I advice you also to check your account settings and verify that your stride length is correct. 

Let me know if you guys still experience difficulties. 

[DMWyatt]

Carlos,  I've tried restarting the FitBit multiple times and it makes no difference. I have verified my stride length by measuring off a 200-foot course and walking it 10x and taking the average number of steps. It was 0.5 inches too short but making that change has done nothing to correct the problem.

I just walked 342 steps on hard, commercial grade carpet (no pad) while wearing athletic shoes and the FitBit only gave me credit for 282, and error of 60 steps or 17.5%. Sometimes the error rate is lower, maybe 7%, and sometimes it is even higher - as much as 30%.

Another thing I've noticed that may be a clue -- If I bring up the FitBit (Surge) and swipe to show steps, the steps will not increment on the display. I will start counting steps and frequently get to 12-15 or more before the screen updates and when it does it frequently credits only half or less.

One last thing... specs on the Surge show a battery live of 5-7 days and I am lucky to get three, even without using the GPS function. I have all day sync turned off, turned off auto backlight when I raise to view, and have turned off classic bluetooth used for music control with no measurable improvement.

Any other ideas? I'm beginning to think I need another replacement! 😞

[MarreFitbit]

Thanks for getting back @DMWyatt ! 

If you aren’t tracking runs or exercises that use GPS, your fully charged Fitbit Surge should last up 7 days. A fully charged Surge can track up to 10 hours of activities that use GPS. Because battery life is affected by use and other settings, actual results may vary.

These tips might help when you want to prioritize battery life:

• Each alarm reduces battery life by small percentage. To maximize battery life, consider setting fewer alarms.
• Since Quick View causes the screen to light up whenever you turn your wrist towards you, turning this setting off may prolong battery life. When Quick View is off, press any button to see the screen.
• Frequently using music control may reduce battery life.
• If you’re syncing with an Android device, the Always Connected option may reduce battery life.
• If you're syncing with any Fitbit app, the All-Day sync option may reduce battery life on both the tracker and mobile device.
• Charging your tracker in extreme heat or cold may reduce battery life.
• If you don't need a heart rate rating, change the Heart Rate setting to Off. The Auto setting uses less battery than the On setting.

You can shut down your Surge when it's not in use.

In regards to the accuracy of your Surge, my best recommendation would be to get in touch with Customer Support directly since you've done the suggestions provided here. Don't forget to mention those steps to them to avoid getting the same ones. 

I'm sure they will find where the issue is coming from, don't lose the hope yet! 

Happy stepping!