Surge quit syncing/Unable to Set up Replacement

[Stina1]

About a month ago my Surge quit syncing. I have a Galaxy s4. Prior to this annoying and inconvienant issue, I had been using my Surge for almost a year now with no problems. I tried every single trouble shooting tip I could find from restarting bluetooth, restarting my phone,signing out of the app and back in, uninstalling the app and reinstalling it, turning all devices with bluetooth off completely, trying to "add new device" instead of replacing it.

Finally I contacted Fitbit who sent me a refurbished Surge. The refurb would not sync and get past the "Set Up/Configuration" screen on the watch. I contacted Fitbit again,returned that one and they sent me a new Surge. Same issue! I called Fitbit and the lady was quite rude and said it must be my phone that has something wrong with it. It's the same phone I've been using for a year that I never had any issues with! She said I could send that one back AGAIN and theyd send me out another one. What?!

Can someone please tell me they know how I can possibly get my Surge to work again, or the new one for that matter? For $250 and less than a year of use, its quite frustrating.
Thank you!!

[SunsetRunner]

Hi @Stina1. It is quite unusual for your original Surge to not sync, then your replacement, then another replacement. Based on that then yes, I too would suspect the S4 phone. Do you have another device or computer to set up your Surge? That way you'll know whether the problem is with your phone or not.

[Dixiedoo1]

Hi, I purchased the Surge a couple of days ago and initially it synced fine. After the first night it would not sync anymore in spite of doing all the same things you have. How frustrating! I have a Huawei P7Ascend. I have e-mailed the helpdesk and am awaiting a reply

[lizzie49heper]

People don't understand the frustration we are going through when we have a nice surge fitbit on our wrist but does not surge.  Although we should exercise anyway, having a fitbit that works pushes me, motivates me and yes I like to keep up with my team.  If her phone is not working neither are my two computers 1) an HP and 2) a Mac

[VivisFitbit]

Welcome on board @Stina1! When you receive a replacement tracker it needs to be set up as a new device. Please be so kind to let me know at what point of the setup process you get stuck. 

@Dixiedoo1 and @lizzie49heper To make your tracker work you only need to proceed with a restart. Then try to set it up as a new device. 

Android: 

1. From the Fitbit app dashboard, tap the menu icon in the top left corner.
2. Tap Devices.
3. Tap the + icon in the top right corner.
4. If you're replacing a tracker, tap the tracker you want to replace. If you're setting up a new tracker, tap Add a new Device.
5. Choose your tracker and follow the onscreen instructions to continue.

Mac: 

1. Click the Fitbit Connect icon located near the date and time on your computer.
2. Click Open Main Menu...
3. Click Set Up A New Fitbit Device.
4. Click Existing User and log in to your account.
5. Choose your tracker and follow the onscreen instructions to continue.

Keep me posted!

[Sirfrog]

I have come across this same problem. This problem did not start until after the last software update. I can sync and reconnect my charge hr but not the surge.

[VivisFitbit]

Welcome on board @Sirfrog! Sorry to know about this, If you already tried the steps provided, I highly recommend contacting Support. Rest assured that they will give the solution you need. 

Keep me posted! 

[Sirfrog]

I ended up resetting the surge several (6) times as well as rebooting my iPad twice before I was able to get it connected. This is the third time since the latest patch that I have had to reconnect my surge. I didn't have this issue until the last patch.

[VivisFitbit]

Hey @Sirfrog! I'm glad to know that your Surge is syncing fine now. Thank you for sharing your tips with us. Please keep an eye on your Surge and keep me updated with any behavior it may have.   

Catch you latter! 

[cop1416]

What about IOS (Iphones).  This is getting irritated.  I have so many problems with the Fitbit functioning correctly and then ya'lls user instructions are not user friendly.  I'm SOOOO close to buying an Iwatch.

[Kidfitz]

Since the last update my surge has had a harder and harder time syncing. I have ended up syncing with the cord connected to my mac, this worked better for a while but it is also getting harder and harder. This weekend I am having a problem getting it to charge. My surge is about 14 months old.