Surge bluetooth won't stay on

[PAhiker]

My Fitbit Surge has worked flawlessly for 10 months.  Now it won't sync!  I deleted APs, turned everything off and on, and could never get it to sync with my iPhone 6.  Then I noticed that the bluetooth on the Surge was off.  I have tried repeatedly to turn it on an connect; but evertime, it times-out and shows that it is off.  I repeated the steps with my laptop using the dongle connection.  It wouldn't sync either.  Any ideas?

[SunsetRunner]

Wonderful troubleshooting

Feel free to check out the Fitbit Article:

Why won't my tracker sync?

Hope it helps

---

[YojanaFitbit]

Awesome to see you here @PAhiker, welcome to the Forums! Try to restart you Surge two or three time and make sure that it is fully charge.  Reboot your phone, go to "Account" to unpair the tracker, and turn off the Bluetooth on your phone for a few seconds only. Later on, access back to your "Account" and set the tracker as a new device. You will find more tips here in this master post

Bluetooth connectivity between your Surge and your iPhone should be working just fine after this for syncing. Your Surge shows "Bluetooth Classic" on it to connect "Music Control" feature so it's okay if it is off while syncing.

Let me know if you need more help!

[PAhiker]

Thank you for your response. 

I went through the steps twice with my iPhone 6.  Everything proceeds through the "Set Up Device" screen, I turn on the Surge and I receive the message "Connecting to Tracker."  Then I waited 12 minutes... nothing ever happened.  I checked back on my iPhone Bluetooth screen, and it didn't show any request to connect.  This was the result two times.  FYI: the Surge is fully charged.

So, I shut down my iPhone, shut off my Surge, and turned to my Laptop.  I placed the wireless dongle in the USB port and started the computer.  Then I opened the Fitbit Ap and went through the set-up steps.  Once I got to the Set Up screen, I turned on the Surge.  The "We Found your Surge & Connecting to Tracker" screen started; then after a minute I received this message: "Could Not Establish Connection."  I hit the Try Again button, but received the same error message.  I went to the computer set-up menu and checked for connected devices.  I verified that the dongle was connected as "Fitbit Base Station."

Any other things to try?

[YojanaFitbit]

Good morning @PAhiker! I'll be glad to help on this. Try to restart your tracker again, make sure that you're getting the Fitbit logo at the end of the restart. When trying with your phone, make sure that any other Bluetooth device is turn off or away. If you try with the computer, take the phone to a different place so you don't have issues connecting. Make sure that your phone and App is up to date and if that doesn't work, it's best to contact a Fitbit representative. So they can further investigate. 

Keep me posted on the resolution! 

[PAhiker · Accepted solution]

I confirmed the steps you mentioned, but had the same result: failure to sync.  So, I called the help line. It was quickly determined that the Surge is defective.  A replacement is being mailed, and I hope to have it within 7 days.

Thanks for your help.

[YojanaFitbit]

Hey there @PAhiker! Nice to know that you'll be back on track very soon! I appreciate you letting me know that. I hope to keep seeing you around, if you have the time check our Discussions board where you will find other members sharing their experiences and tips for an active lifestyle. 

Happy stepping!