Surge stopped syncing

[MsKitty]

Got an automatic update on my Samsung note 5 Saturday night. Today my surge won't sync. Any suggestions? Thank you

[domslice]

I am syncng to my Samsung laptop. Never had this problem until I upgraded to the Surge. It also gives me hundreds of floors. I have verified software. Prior to the Surge I synced via fitbit connect. I had to delete fitbit connect in order to use the Surge. If I were to guess I would think it is the software itself that has the problem.

[nreizer]

@YojanaFitbit, thanks for the update.  The Fitbit development team certainly has my sympathy having to support something as poorly managed as the various flavors of Android.  So far, restarting my phone seems to work.  I haven't tried PC wireless synch, so if things get really challenging, I'll fall back to that.

I'll defer my general disappointment with the Surge for a different potential thread/rant. 🙂

[Chuck8318]

 @YojanaFitbit Hi,

I had been trying all your suggestions on it and still can't get it to work. I think that my surge is having a problem with Bluetooth connection! I'm in Bangkok, Thailand. Is there any service that I can go to or send to get a look at it? Any authorized dealer here or I need to send it to State? What can I do, it been more than a week now. 

[slade2372]

II can not get my surge to sync since sunday!! As much as i paid for this thing it is pretty useless!! I am not happy!!

[Nrus]

I am on a galaxy note 7. Same issue, not syncing. Phone sees the surge and can use it as input device. App does not see it, and in fact says it cannot connect to fitbit.com; so errors are in the app, which is still prompting me to preview the "new dashboard", which, according to the numerous authors reporting troubles, I am very reluctant to do so. Oddly, the version says 2.38,which implies it is already updated? The rub is that there are no options to "go back" or "reset" the app.

[usarace.org]

my surge doesnt sync...hasnt since oct 27th

[Retelec]

Surge stopped syncing. Been continuously trying since a week ago.

[Shar81]

I've tried all the suggestions and my surge is still not syncing.

[Shar81]

I still can't sync my Surge. It's been over 2 weeks.

[MariamV]

@Shar81 @Retelec @usarace.org @Nrus @slade2372 @Chuck8318  thanks for stopping by guys!

I see most of you have already tried some troubleshooting steps to fix this; some to no avail. Now, I recommend performing a restart once or twice again, just to make sure. Then If you guys are using the Fitbit app for iOS try these steps, for Android try these ones and for Windows try this troubleshooting.

If you guys are using the web dashboard then try the following. 

If you have done everything above, then it might be time to contact our Support Team for further assistance. Let them know about the troubleshooting you've performed so that our support advocates can provide a quick follow to your cases.  Good luck and keep me posted! 

[nreizer]

Thanks @MariamV.  The LG Vista 2 does not appear to be supported.  I am very disappointed that the marketing material and the packaging are silent on support devices.  The box states that this syncs with "Leading Android devices." That is a very open ended statement subject to much interpretation.

Bottom line for me is that the sync is very unstable (as it appears to be for many other users - keeping in mind only a small percentage of people experiencing this issue will actually post).  Not sure if it is a Fitbit or Android issue, but unfortunately Fitbit gets that black eye here.  I'm not arguing whether that is fair, but people aren't writing, "Android wont sync with my Fitbit..."

I tried to download the W10 Fitbit app, but it is failing with an unkniown error. 

[nreizer]

I logged in with a local admin account and the download and install worked.  I was also able to sync (at least for now...).  I bounced back a regular user account (my day to day account) and the Fitbit app didn't show up, so I retried downloading, this time with success (perhaps a momentary Windows store issue?)

It now syncs with my standard user account, so apparently I'm apparently on a streak of very bad luck with Fitbit...  I'll check in with this forum in a few days or weeks with an update to stability with PC-based syncing.

[MariamV]

@nreizer thanks for taking the time to provide us with your feedback! I'd suggest making your voice heard in the Feature Suggestion board. I've actually found one specifically for this: "will my phone be supported anytime soon". Add your votes and comments here. This board is constantly being reviewed by our devs to make sure we are delivering on what our customers need. Fitbit is always striving to improve!

In my personal experience, using the Dashboard is super smooth and user friendly! Give it a try and let me know!  

[Tbear0505]

I use ipad2.. ios... fitbit surge sync before.. i was enjoing using it for months..

but now.. it's just searching.. endless searching.. it wont sync.

i tried the restarting the app trick..

i tried restarting the device trick..

i tried deleting the device on the app and repeat setting up the device...

still not working.. still wont sync..

I cant set up the device because it gets stuck on "searching the decice"

yes my blue tooth and wifi are on..

yes my surge is near my ipad..

[domslice]

It has died and gone to fitbit heaven. Not to worry, alta hr came to keep me company

[MariamV]

@Tbear0505 welcome aboard! Thanks for joining us in this thread and for troubleshooting beforehand by restarting your app and tracker. Please make sure that your Fitbit app is running its latest version. Also, I'd suggest restarting your mobile device and then try to pair your tracker again. Hope this helps keep me posted! 

@domslice sorry to read about your Surge. I'll leave your Alta HR manual here in case you have any questions about it. The Alta HR is the smallest tracker with HR included, how awesome is that! Hope you're enjoying your tracker! 

[Tbear0505]

Yes, i did the rebooting on my fitbit surge..

I also restarted and reinstalled the app...

i did the hard reset on the tracker..

i have updated my IOS...

i tried to reister my surge again as a new device..

i tried usine iphone, ipad, and android phone..

i tried using my android phone.. but it still wont synch..

i tried using my android phone bluetooth to seach for a device.. it was not able to detect..

it's october 24th, but my surge tracker date is august 12th thats how long i was not able to use my surge.. the time and date is no longer updated since it wont synch..

i tried to use it even if the dated was not correct the i noticed the gps wont work..

it just keeps on searching...

then i tried to rest the tracker (press and hold home and select button).. now, all i see is the surge logo for 2hours now..

i am in asia(philippines).. my aunt gave this surge to me as a gift..

she bought it from NYC..

is there a service center here in the philippines where i can bring my surge for repair?

my device is less than a year old.. 

[MariamV]

@Tbear0505 Thanks for troubleshooting this issue beforehand. It sounds like you have exhausted all troubleshooting steps available for this issue. 

Therefore, I will forward this info to our Support Team. They definitely have the proper tools to take a deeper look into your tracker's behavior. Keep an eye on your inbox!