Surge not counting steps

[Jodileigh]

 I got a surge for Christmas.  I have been using a One to track my steps for the last 11 months.  I find that the surge is only counting about half as many steps as my one.  When counting my steps as I walk I find that my One is MUCH more accurate. 

Last night I wore my one, my surge and my husbands one.  I walked 250 steps (counted in my head).  The 2 one devices measured within 3 steps of each other.  The Surge only measured 125 total steps.  I also notice that it regularly skips steps when I walk. Is this a common problem?  Is it defective? 

[cathywetterberg]

We are having the same problem but in reverse. I bought a fitbit surge HR for my husband and I have a fitbit One.  His surge is counting twice as many steps as it should...13,000 while on a garden tractor snowblowing!!  This is after I did the correction for dominant versus non-dominant arm and after we calibrated his stride and saved it to his profile.  Not sure  where to go from here.

[WendyB]

@Jodileigh Have you tried a restart?

Sometimes doing it a few times helps

Restart
http://help.fitbit.com/articles/en_US/Help_article/How-do-I-restart-my-tracker/

Also I get better results with changing the settings. I wear it on my Dominant Arm but the settings are set to Non-Dominant

If that doesn't help
Email Support
http://help.fitbit.com/?l=en_US&cu=1&fs=ContactUs

Phone
877-623-4997

[WendyB]

@cathywetterberg  Its probably bumpy on the tractor so thats why it is adding steps.

He might want to remove it when he is on it.

Or he can remove the steps by inputting a driving record

https://help.fitbit.com/customer/portal/articles/758715

There is also a Drivebit app if he is caring his phone. If it turns it on when he get on the tractor and then turns it off when done it will take care of the record

[WidgetLee]

I am also having this same problem. My surge has starting skipping many steps. I'll walk and look at it and nothing changes. And then all the sudden it kicks in and will start counting steps again. It is almost like the steps freeze for a while. I've had it for a year now and this happened once before when I had it set to dominant since I wear it on the dominant hand. Several months ago I changed it to the non-dominant hand setting and it worked great up until now. I've tried restarting several times and that fixes it for about half a day and then it goes on the fritz again. Not sure what to do but it is starting to get really annoying.

[BoilerKarl]

I was having the same problem, particularly when I would walk on the track at the gym.  At first, I thought it was the softer surface of the track that was casuing the problem (it was not). I began to suspect the problem might be too much arm swing because the missing step count seemed to crop up more frequently when I cranked up the speed (more arm swing). To test this out, yesterday I picked up a ten-pound kettlebell in each hand and carried those while I walked. Right around 2,000 steps per mile. The problem is with arm swing. If you can keep your arms more or less stationary while walking, you will get your steps.

[Redmoonstar]

I had the same problem with my surge not counting (freezing ) I tried not swinging my arms, swinging my arms, holding my arm above my waist and swinging nothing worked so I returned it to my place of purchase and got a new one. The new one did the same thing but not as bad reset it 4 times in a row and it started counting better only 10 steps behind my ultra on an 8 klm walk. I recommend getting a replacement if it's under warranty.

[MarreFitbit]

It's nice to see you around guys @BoilerKarl @WidgetLee @Redmoonstar, hope you are doing great ! 

Have y'll tried to restart the Surge already? If so and the inaccuracy is still persisting, I'd recommend to get in touch with Customer Support right away. They'll be more than glad to give you a hand on this and see where the issue is coming from.

Don't forget to mention the steps you've taken to avoid getting the same ones .

Good luck!