Surge reboots when pairing

[J4ck_]

Hi, I've got my surge for more than a year now, and lately it hasn't updated my data. So I've checked the Bluetooth, and it was on, but neither my cellphone or my PC were able to connect to him. So I tried to pair it again, but when I change the Bluetooth to pair option, the interface freezes and surge reboots.

I've read somewhere that if we let it ran out of battery for a few days, it would work again when changed. I've tried it but without results.

Is there anything I can do?

Thank you and Regards,

[YojanaFitbit]

I've noticed you are new around @J4ck_, so let me give you a warm welcome to our Community. 

Congrats on you new Surge, thanks for trying to troubleshoot your Fitbit. Fitbit trackers pair with compatible devices from the Fitbit App directly, so if you can follow this steps to reconnect it; I think that you will be ready to start stepping shortly. Once your Surge is connecting, it will show you the option to update if needed. If your Surge keeps rebooting while you're doing so, please let me know!

Hope this helps! 

[J4ck_]

Hi Yojana, thank you for your reply. I've been using this surge for a year and half, never had this problem. I was able to connect it with my phone and computers with no problem. Only when it stopped updating the info on the app I notice that it wasn't pairing anymore. So I tried to do the "pair" again, but when I choose the pair option on the surge it reboots.
Found an youtube video that shows exactly what happens with it.
https://youtu.be/BWt-pXc1V-8

I've repeated the same process with another surge and it worked has expected.

Once again thank you for your attention.

[YojanaFitbit]

Thanks a million for getting back @J4ck_!  I'd like to clarify that your Surge bonds in two ways with your phone:

• Bluetooth connection will be done as soon as you first pair the Surge with the phone, this connection will be visible on your phone but not on the Surge.

• The other way is via Bluetooth Classic. This is required only for the feature Music Control. It's not necessary to use this feature to sync your Surge with your phone. So, if you're still having syncing issues; I would recommend to try these steps to reconnect your tracker with your phone.

If the Bluetooth Classic on your Surge is not working properly restart it, it should be able to change to "On" if you want to connect it with your Music files on your phone later on. 

I'll be around! 

[J4ck_]

Hi Yojana,

Thank you again for your reply. I'm not able to do none of the bonds you've mentioned.

"Bluetooth connection will be done as soon as you first pair the Surge with the phone" , I've already unpaired it, now I can't connect or pair my phone to surge.

"If the Bluetooth Classic on your Surge is not working properly restart it," since it already restarts on his own when I change the bluetooth options, this is not going to solve it.

Also I've tried to connect it to my computer, it show's 'Driver Error', and doesn't connect. I've tried with another surge and it works. 

Best Regards.

[YojanaFitbit]

Hi @J4ck_, nice to see you here again. Too bad that you haven't been able to connect your Surge.

Is this a new Surge or an old one? Bluetooth Classic for Music Control wont be able to connect since first the Surge need to be connected and syncing with your Fitbit Account. If you have the Wireless Dongle that came in the original package, I'd like to try with to connect it with the Fitbit Connect program. Just follow the steps to download it from your PC and you will get the option to pair the device in that way.

Let me know if you have better luck in this way! 

[tdaly001]

J4ck_, I have had a couple of fitbits as well as my wife and kids.  We got them through a corporate wellness program.  They all steadily lose functionality after 1 year, pretty close to the date.  I believe this is by design, because it is was too consistent across 4 trackers to not be designed in.  My current surge is 16 months old.  It started with the battery precipitously losing capacity (this is a one off to this particular tracker, the rest of the symptoms were across 4) then went to difficulty pairing.  I had to reset it each time to pair, then it only pairs on startup.  About 6 weeks later, the GPS stops getting a fix, until you run about a mile.  Finally, it stops syncing workout data, and then stops syncing all together. I got the same non-answers over the phone you got in the forum, answers to questions I did not ask.  I will get another when my wife's employer issues me a new one, probably in January.  I would never buy one myself knowing what I know now.  I only go along because the company pays a much bigger portion of the medical insurance if we allow them to see the fitbit data, and they pay for the trackers.  I do appreciate not having to pay insurance rates the same as a fat slob Type II diabetes patient, so this is the means, even if fitbit is a sleazy company.

[YojanaFitbit]

Nice to see that you're digging into the Forums @tdaly001, let me give you a warm welcome to our Community.

Thanks for sharing your feedback. Sorry for all the inconvenience with your Fitbit trackers. As a piece of advice I'd recommend checking the best charging and cleaning practices to take care of your Fitbits. We have a lot of users that have reported that their trackers have worked longer than that period of time. I can assure you that we test our Fitbit watches and trackers before releasing them to the market and we expect the highest quality in our products and services.

Feel free to keep checking the different boards or you can start you new topic.

Thanks for reaching out 

[J4ck_]

Hi @tdaly001, thank you for sharing this. I had already quit using my fitbit in a while, because has I was able to connect it to my PC sometimes, using the usb cable, and even this stopped working after some time. Then I bought a new smart watch (not fitbit), and I've disassembled my surge. It turns out that  their were some moisture that entered the watch, and the sweat corroded a couple of pins that connect the watch to the antennas on the bracelet. And this caused him no loose the GPS and Bluetooth connections. The reboots I believe it might have been from the moisture that it had.
It was a costly lesson because I bought two of these 😞

@YojanaFitbit now I know why they stop working. But thank you anyway.

[YojanaFitbit]

Nice to see you again @J4ck_. Sorry to hear that you're not able to use your Fitbit Surge anymore. Thanks for the feedback, it's very important to us to have your thoughts in regards our product and your customer support interactions. We understand your decision and wish you good luck in your future goals to improve your workouts. 

I'll be around in case that you need anything else.