Surge not Syncing

[Stuffs_za]

Hey,

I bought this device about 3 weeks ago, and I must say the syncing is very very bad.  I work in I.T. so know my way around troubleshooting tech issues and i feel for a new device and for what it is, it shouldnt be so difficult to get it to sync. it never ever syncs first time, never. I have a Samsung s4, apple ipad, laptop and desktop machine and no matter what device i use it takes multiple tried before it syncs. I have to go between one device to the next to see what will eventually sync. I have to restart bluetooth, restart the surge etc etc just to get it to sync. I had to install ble scanner on my phone to get it to find the surge and still it dont always work. Use the wireless dongle on laptop or desktop (all software up to date) also takes multiples times. This is very frustrating and im starting to feel that i have wasted my money and should have rather saved for a Garmin which seems to have less of this issue. When one buys a new item one expects it to work, but this works as if i bought a 5 year old second hand device.

I like the features of the surge and the online dashboard etc, but the syncing is very frustrating and simply dont work well at all. I am considering returning the device based on this, I cant take 30 minutes out of my day each time to troubleshoot syncing a device that should work easily.

Please dont tell me to check if device is updated, if my softare on phone/ipad/laptop/pc is updated. They all are up to date. I know about restarting device, restarting phone bluetooth etc to get it to work. I do not want to need to go through all that everytime. If i had to do that once or twice then fine, but I dont want to need to go through all of this everytime which i seem to have to do.

what do you suggest i do to have it sync 90 percent of the time first time?

[yatean]

My Surge sync'd fine for 3 months and then overnight battery life dropped from 7 days to 2 and syncing all but disappeared.  It syncs randomly every couple of days via wireless dongle, but bluetooth syncing seems completely dead.  Because I bought the Surge online and not via an authorised reseller, Fitbit are denying me the warranty cover.  That is their right because that is what their small print says, but, when companies like Apple are proud enough of their products to provide care whoever you buy from, it makes Fitbit look a bit Mickey Mouse.  Should have bought an Apple Watch.  Not much more expensive, but with customer service that is light years better.

[HelenaFitbit]

Thank you for your participation in the forums @Stuffs_za and @yatean, welcome! 

@Stuffs_za I've verified in our system and the Samsung S4, S4 mini, S4 zoom and S4 active are compatible with the Fitbit App. I've also created a guide that will walk you through the process of syncing your Surge to your device. Please keep in mind that the syncing process must be done through the App; not through your bluetooth settings. 

@yatean Thank you for letting me know about your case. Please consider that Fitbit has established a relationship with authorized retailers that ensures a level of quality in the products they distribute, and to offer warranty service if a product does not meet that expectation. Since there is no way for us to ensure this level of quality for second-hand vendors (like ebay resellers), it wouldn't be appropriate to offer the corresponding warranty service for those cases. Anyone who purchases a Fitbit device from an unauthorized reseller should consult that reseller for warranty assistance, or open a dispute with the retail platform itself if the seller is uncooperative.

I certainly understand your frustration, and I know your ideal scenario would be to quickly receive a new device, but hopefully the above information helps you understand why that isn't an option.

Let me know if you have any questions and I'll be glad to assist you!

[AncientEagle]

I am experiencing difficulties getting my Surge to sync as well.  It worked great for several months, syncing the first time-every time, but now, I have to tell it to try and sync again, and again, and again, etc.  Sometimes as many as nine or ten times before it will sync.  I'm using a desktop computer to sync to.  I just wonder why the problems all of a sudden.  Any ideas?

[SolangeE]

Hello, @AncientEagle! Welcome, welcome!  Hmmm...have you tried to restart your tracker already? You can also try to Uninstall and Reinstall the Fitbit software, and then reboot your computer. Another thing that works out for this type of situations is to sync using another device, like a phone or tablet, but make sure the App is updated to the latest version as well. Here you can confirm all the requirements that you need to have to successfully sync your information. 

Let me know! 

[Zelbar]

I am having the same issue has there been a fix yet?

---

@yatean wrote:

My Surge sync'd fine for 3 months and then overnight battery life dropped from 7 days to 2 and syncing all but disappeared.  It syncs randomly every couple of days via wireless dongle, but bluetooth syncing seems completely dead.  Because I bought the Surge online and not via an authorised reseller, Fitbit are denying me the warranty cover.  That is their right because that is what their small print says, but, when companies like Apple are proud enough of their products to provide care whoever you buy from, it makes Fitbit look a bit Mickey Mouse.  Should have bought an Apple Watch.  Not much more expensive, but with customer service that is light years better.

---

[YojanaFitbit]

Thanks for popping by the forums @Zelbar! It's great to see you here. If you're having issues with your Fitbit battery, I would suggest to restart it and check this tips to improve the battery life of your Surge. 

If you already did so, then it's time to contact Customer Support, so they can take a look of your Fitbit information to give you a better response on what is going on with your Surge.

I'll be around!