Surge not Syncing with Galaxy A5

[SudhanshuS]

I am using Surge with Samsung Galaxy A5 ( Android Oreo) and Fitbit App Version 16.34.6.1 After last Fitbit App update the Surge does not sync with the phone automatically. It has to be force synced. Will there be new update to resolve this issue?

[YojanaFitbit]

A warm welcome to the Fitbit family @SudhanshuS! It's great to see you participating in our Community.

Thanks for reaching out the Forums and for the information that you're providing. I was checking that this specific model of the Samsung family is not listed in the compatible devices with Fitbit, it means we can't assure that all features will work flawless when connecting with this devices. The last Android update (Version 2.79) was released on September 18, so we might have to wait to see if a future update will help your device to sync.

You can keep trying to connect with your phone, since other users have reported good results after checking these steps.

First check the requirements:

• Bluetooth service must be turned on
• For Android phones: to help improve the delivery, go to Notifications and make sure Enable Notification Widget is on. If you recently updated the Fitbit app, reboot your mobile device and try setting up notifications again.
• Make sure the Do Not Disturb setting on your mobile device is turned off because it prevents the device from sending notifications to your tracker.
• The software on your mobile device is updated. To check, tap Settings > General > Software Update iOS for Android  Settings > About phone > Android Version.
• The Bluetooth setting on your mobile device is on. To check, tap Settings > Bluetooth.
• If you use more than one Bluetooth phone, tablet, or computer to sync, the other one isn't nearby (or has Bluetooth disabled).
• Your tracker's battery should be fully charged.

After checking the requirements, try the following:

1. Restart your tracker a couple of times and make sure that it is fully charged
2. Reboot your phone and check that you phone and Fitbit App is up to date 
3. Open Bluetooth Settings on your phone and delete your Surge from there (forget device)
4. Open Fitbit App > Account > Surge > Remove device (tap on the trash can in the upper right corner)
5. Reboot your Bluetooth and double check that it is not connecting from there
6. Force quite the App. Open it again Account > Set up a device

Make sure to check your phone Permissions and leave Location on to keep syncing and getting notifications with your phone, for more info check this suggestions from @ErickFitbit. You have other options to keep using your Fitbit tracker in case that those steps aren't working, you can sync or set up via computer, laptop, or any other compatible devices. Let me know if you have questions about it.

Hope this helps and welcome again! 

[KoDan84]

I too have synching issues with the Surge.  In my scenario (Huawei Android smartphone) it all works fine until the phone locks - then it will not synch no matter what.  Makes no difference if all the synch options are ON.

So it works with the phone screen-lock turned OFF - but leaves phone unsecured.

Same conenction glitch happens in the morning (I set phone to ultra-battery and turn off Surge) - connects via bluetooth but will not synch (auto or manual).

BTW to reset you don't need to uninstall the Fitbit app, but you do need to clear the cache.  Also after un-pairing when reconnecting via bluetooth you now get the 'incorrect PIN or passkey' error - but it does actually does still connect after a minute or so.

So I can get it to work, even have emails converting to SMS notifications via IFTTT - but it's an effort.  I know FitBit just say 'only works with compatible devices' but that's a pretty lame argument when my Plantronics headset and even my old Mifit band all work perfectly fine with no connection issues.  In fact I haven't had any other bluetooth device have any problem at all with my phone, so one has to wonder why is it only the Surge?

As a stand-alone fitness tracker it's fine, and with 'compatible-hardware' I'm sure it's peachy.  But since there was no big red warning sticker on the packaging I can't help feeling I wish I had bought something else.  6/10.

[SudhanshuS]

@YojanaFitbit, @KoDan84. 

Thank you for your replies.

I have been reading Fitbit surge forum for the last 10 days to find a solution. I have tried many of the tricks suggested therein. I have tried the tricks suggested in yesterday's message too. I still need to force sync it. I am using present phone with surge since  the last One and a Half year, but the sync problem has started only after last App update a few days ago. My Daughter is using Surge with iPhoneX. She too is facing the same problem since last App update. My Daughter and I are both Fitbit Surge user since 2015. I hope the lastest App update will be rectified soon. 

[YojanaFitbit]

Thanks a million for your feedback @KoDan84 and @SudhanshuS. Nice to see you around.

@KoDan84 we understand your point, thanks for sharing this comments with us. We're taken the feedback since we have users all around the world and we need to have the user experience for future improvement. We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. 

@SudhanshuS thanks for checking the information posted around the Forums. We appreciate the time you took to in order to troubleshoot this, since you're feedback is greatly appreciated. We are waiting to get more details about a future update. We'll let you know as soon as we get any information about it. 

Let me know if you have additional questions about it.

[KoDan84]

SudhanshuS,

I feel your pain - it is just incredibly annoying.

I'm downgrading my product review to 5/10 because after a few more days of trial & error (haven't tried throwing it against a brick wall yet...) the Surge just keeps disconnecting - even will all options ON - and then most times (occasionally it does work) it just will not reconnect to synch again unless you go through the whole un-install & install process.

IMHO the worst part of this is the notifications.

When you set up the Surge it works - beautifully - but this really is a false sense of security.

Because when the synch fails you no longer get any get calls or messages - but of course you don't realise this until you get back to the phone and see that the synch has failed.

So potentially missed calls and  messages.......BAD.

This type of inconsistency is just terrible from a user perspective, and means ZERO trust in the Surge to notify me of a call or text.

Yes it's a fitness tracker and I suspect it will synch perfectly happy with the laptop.  But since 99.99% of users will want to synch it with their smartphone AND, since I wearing it, having basic smart watch features is a no-brainer AND since just about every other fitness band CAN give you consistent phone call & text notification, what does this say about the Surge software/hardware?

Even worse is that it was working for you previously AND it's not as if your daughter is using a cheap smartphone.....aaargh!  I do appreciate @YojanaFitbit replying - but acknowledgement of our frustration does't really help much.

I'm pretty well done with wasting any more time on this and the Surge is going to simply be something for my kids to break.  And I can't help thinking that perhaps all of these synching 'glitches' and firmware/software update in-action are just a marketing ploy (like the iPhone battery scenario) to get us mug punters to spend even more money & upgrade to newer products: both fitness bands and 'compatible' smartphones.

I'll be going back to the el-cheapo MiFit band (because it works flawlessly) and looking for something else, the question is would I even consider anything else from FitBit. 🙂

[YojanaFitbit]

Thanks for getting back @KoDan84!

We're currently receiving feedback about different devices that are not in the list of tested devices. And our team is working hard to add as many devices as they can but In this case, as this model is not there; we can't assure the Fitbit App will be working flawless. This means that you might be able to download the App to see your stats, log food and exercises, but they won't be able to sync to receive call or text notification without having some difficulties. You can use a different devices to sync for example a computer or a different model of phone. 

Let me know if you have more questions about it.

[SudhanshuS]

Thank you @YojanaFitbit . I am now using it with my MacBook. It is syncing well.

[KoDan84]

UPDATE:

I have now unsuccessfully tried to get the Surge working with my son's phone - an iPhone SE running the latest iOS12.  I get to the point where the FitBit app finds the phone and sends the 4-number bluetooth confirmation code to the Surge, but after entering the code into the app it just hangs trying to confirm the connection.

I have tried all of the logical connection restore attempts - including a network reset of the iPhone.  However since the iPhone flawlessly connects to other bluetooth devices (speakers, etc.)  I'm now beginning to wonder if there is a technical issue with the Surge hardware.

So perhaps it is simply bad luck - however I am now left in the situation where I have a FitBit that won't connect to any of my devices properly - and have no other option than to take it back to the retailer - and despite it all looking like it works try and ask for a refund.

I wish to make the popint I could have but did not started a new forum thread with my issue - instead I have been very controlled with my criticism of the product depite the obvious frustrations.  But with the Surge now not working EVEN WITH an approved device it is impossible for me to recommend this product based on my experiences.

[SudhanshuS]

@KoDan84 @YojanaFitbit

I had tried to Sync with my MacBook, it worked fine for three days. Now it has stopped syncing with my Mac also. I had accepted the solution in haste. I regret that now. 

[YojanaFitbit]

Thanks for getting back @KoDan84 and @SudhanshuS. I wanted to let you know that  your comments are really important for us. We've updated the thread as you mentioned that you're still having syncing issues.

Thanks for all the steps that you've tried with your Fitbit. If any of the suggested above is working and you're trying to connect with an compatible device we might have to get in touch with our support team to find out what is happening with your Surge. If that's the case I'll be more than glad to request a ticket for you.

Have you checked this article: Why won't my Fitbit device sync?

I'll be around.