Surge not syncing

[tenchie]

Hello Fitbit.....love love your products but, I have an issue that reviewing the forums and trying all the fixes, hasn't worked....

My last sync was yesterday at 6:42...when I tried to sync it this morning..it simply spins spins and spins with no data updating...I have restarted the device, my phone, took the app out and reinstalled it...still no luck....restarted Bluetooth still no luck...worked absolutely fine until the last sync....is there a way to repair it with my phone?
It will not sync with my tablet or computer either....
Any thing else I'm missing?
I haven't dropped it, always remove it before I do dishes or shower....any help would be appreciated....my phone is a Samsung 6S Edge...didn't even see any connection issues with that phone...

[HeydyF]

Hey hey hey @tenchie welcome to the Community! hmmm sounds pretty weird that your Surge is not syncing neither with your Samsung S6 Edge, nor your tablet or computer. On the other side, I can see you have tried several steps to make it sync, but not set it up as a new device yet, so I suggest you to do it by following on @AlejandraFitbit post. 

Hope that works! Let me know how it goes.  

[tenchie]

Thank you, when I totally remove and add it in again it will usually sync
once or maybe twice but then stops again...if I follow the procedure
each time I can get to work but only as listed above...was working fine
last week....confused as to what is causing the problem...

[HeydyF]

Hi @tenchie thanks for getting back to me! It is not normal at all that you have to try this procedure every time you want to sync. It would be normal if you have to do that once in a while just to fix the issue. So I suggest you to get in touch with Fitbit Support directly, so they can take a look into your account and resolve this issue for you. 

Let me know the outcome! 

[tenchie]

Thank you, will do...

[HeydyF]

Awesome @tenchie! Contact Fitbit Support and let me know what is the final resolution. 

Have a great day!

[Jomari3]

I had the same thing happen to my Surge. The only way I could sync it was to connect it to my PC with the charging cable. Finally contacted Fitbit customer service who claimed it was impossible to sync that way. 😕 Lol You would think they would know that is an option. After several resets and other trouble shooting options they finally said the Bluetooth must be bad so they replaced it with a refurbished one.
Best of luck

[HeydyF]

Welcome to the Community @Jomari3! Your Surge was probably defective, so it was better that you have contacted Fitbit Support for assistance. When this happens, as they can't repair your tracker, they replace it. 

If you have questions to set it up your tracker, let me know!

Have a great weekend!