Surge not counting steps

[DKLA]

For the last couple of weeks I thought that my Surge is not counting steps correctly. Over the weekend I noticed that the number got stock and after about ten minutes it started counting again. I continue to see that my steps are unusually low for the distance that I normally walk. Any thoughts?

Moderator Edit: All-caps

[Rich_Laue]

My first thought woild be a tracker restart.

Then maybe turning it off through its serting menu.

Then press any button to turn on. 

[Redmoonstar]

I've had mine 2 weeks and it had done this since new I'm taking it back to the shop where I bought it today. I have been using my ultra and it's always 2000 -3000 steps above my surge. I actually managed to video the surge not counting (video isn't very good but can see its not moving ) and I'm going to show them. I've also got photos from most days this week of both surge and ultra together showing the difference in steps. I live in Australia and would recommend taking it back or contacting support. Good luck!

[Rich_Laue]

I wpuld try the 2 button  restart of the tracker

[Redmoonstar]

I reset mine 4 times and have reset the replacement 3 times so far and still not counting steps. I'm now going to change my setting to sensitive and see if that helps!

[FitDom]

Mine is doing the exact same thing. It hesitates and at times stops counting all together and then at times it's ok..

[Redmoonstar]

I have just done an 8.7 klm walk with the exercise mode on my ultra and the
GPS exercise mode on my new 2 day old surge. The surge lost 1100 steps just
on my walk. It has lost over 2000 steps today ultra 17034 surge 14582.this
is totally unacceptable for a $350.00 device. As soon as I can get back
to the shop I'm taking it back and going Garmin!

[FitDom]

I wonder if it's a problem on the server side.. This should not be happening and like you say for the price they cost... I love my Fitbit but it needs to be accurate.. This is very disappointing 😕.

[Redmoonstar]

I agree, I also love my fitbit but when your in challanges 2500 steps is a
lot to miss. This should be more accurate than my original ultra but it's
not! I like the features of the surge but it needs to be able to count all
steps. I also counted 100 steps on my walk the surge counted 87 and
continued to freeze periodically. I'm very disappointed in this should have
stayed with my charge HR!

[FitDom]

Yes it sure is and I love friendly challenges cause they keep me
motivated.. I guess I will have to see what fit bit replies to my email and
go from there .. So frustrating, I've only had it for a month and already
having issues..

[Redmoonstar]

Are you in the USA? I'm in Australia and extremely disappointed in this.Please let me know how you go with support!

[FitDom]

No I'm in Canada 😊 and so far I have not heard back but I will let you
know..
It is still acting up and I have done all I can I my end to rectify this
problem 😕

[Redmoonstar]

I have reset mine 4 times and changed to sensitive and it still lost nearly 3500 steps yesterday. It had lost 1000 before I went for a walk and I had been washing, baking and doing housework. I used the activity function on both the surge and ultra for my walk and the surge lost over 1100 steps on my walk. I also counted out 100 steps while walking the surge counted 87. By the end of the day I had lost close to 3500 steps. Very unhappy with this ringing my place of purchase today.

[FitDom]

I can't even bring mine back to Best Buy because my husband bought it for
me for Christmas and he can't find the receipt!!!

[Redmoonstar]

Not sure if this will work but yesterday I changed my sleep setting to sensitive last night my surge was close to 3500 steps behind my ultra. Today I changed the watch so it was facing the inside of my arm and it has tracked much better. Yes it has tracked my wrist movements as steps but that has made up for the steps it missed and tonight it is 300 steps above the ultra ( better than 3500 behind). Will see how it goes tomorrow, hopefully it will track better again! I still have my setting to sensitive and non dominant hand. 

[Rich_Laue]

Not sure how it worked, but the sleep setting as it implies is abkut monitorung sleep. The dominat arm setting is for walk detectikn.

[Redmoonstar]

The sleep setting also says movement so not sure if it's only for sleep and not sure if it helped or if changing how I wear the watch had maybe helped. I will see how it tracks tomorrow (In Australia )

[Rich_Laue]

It is for how it determines movement while sleeping. In sensatie any movement if the arm will be interpreted as being awake. In normal only the largest movements will be shown as awake, withe the smaller as restless. 

yhe dominant  setting is used to control how the Fitbit filters out false steps.

My feeling is by moving yhe Fitbit to the other sidebof the arm has tge biggest affect.

[Redmoonstar]

So today my surge started tracking well, it was even or above my ultra until I went for an 8 klm walk then lost 1200 steps so not sure what the difference was yesterday compared to today. I reset the surge again yesterday but don't think that would have done it. I did shift the surge at my arm for my walk so tomorrow will leave it and see how that goes. I did do a 2 klm walk at lunch and counted the steps the first one surge 91 me 100 2nd count surge 100 me 100 so the only thing I can think of was the placement. Hoping to get this at least 95% accurate or it goes back!

[Redmoonstar · Accepted solution]

@FitDom I did a live chat with fitbit support and would highly recommend doing this. I had done a step test with my surge and Ultra the results were 1st test Surge 75 me 100. I then did a second test a few hours later results Surge 61, Me 100, Ultra 97. I gave fitbit support these results and that I had reset the tracker 5 times and tried wearing the device in different positions on my arm all with the same result. They are sending me a replacement and I live in Australia. You need to tell them it was a gift, I had my receipt and sent that via Email, as yours was a gift and you don't have the receipt you need to let them know. I would also do the step test so you have some proof that it's defective. Good Luck! I certainly found support very helpful and courteous. Also let them know the screen freezes and won't count.