Surge Won't Update

[Rukki]

I am a very frustrated owner of a brand new Surge Tracker. This tracker simply will not update and therefore I cannot use it. I have tried everything and regret buying this tracker. Each time I try to update, I get the message "Could not complete your Fitbit Surge Update - Retry Update".

I am at my wits-end and extremely frustrated. The online help has not helped at all. This is the only gadget/ device I have ever struggled like this to set up. And it doesn't come cheap either.

Please can I have some definitive help to sort this out before I tear my hair out! (........and I'm bald!!!!!)

[Crazy-Fritter]

Update it on a computer if possible, they almost never update through the mobile app.

[Rukki]

Thank you for your response. I have been trying to use the Windows 10 App on my computer and I am getting that error message. What else can I try?

[roserath]

I am having  trouble updating today too. Nov 29, 2017. Tried the mobile app and my computer. Last update Monday at 4:30 pm 

[YojanaFitbit]

Nice to see that you're digging into the Forums @Rukki and @roserath, let me give you a warm welcome to our Community. 

Thanks for the troubleshooting steps you've done.  I'd suggest trying the restart a couple of more times, while the tracker is plugged in into the computer. 

Then follow these steps to disconnect your Fitbit from your account in a Windows 10 PC and add it back, to see if this helps as this type of issues are usually related to the firmware update. If these doesn't help and you have a computer please add back your tracker to your Fitbit account using the Fitbit Connect program on your computer via Wireless Dongle.  Users have reported better results when using a computer. 

Let me know if you have questions! 

[Rukki]

Good day,

I have not had success. My Surge device has simply refused to Update and hence I have not been able to use it. I am making arrangements to return it to the hop I bought it from.

I am just confused as to why Fitbit would sell devices that are so user-unfriendly.

Regards,

[YojanaFitbit]

Thanks for getting back @Rukki! This is very strange since it usually won't take that long to connect. Would you mind trying this other option before considering returning your Fitbit. Or if you wish I can request a new case for you, so our Support Team can check your options.

Let me know if you need anything else.