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

[PixieMc]

I have had the same problem all weekend. Tried all the suggestions in Help. Nothing works. Very frustrating!

[lynperry]

My surge won't sync for days at a time and I have followed all of the instructions from Fitbit. Also doesn't hold it's charge for longer than a day!

I feel your annoyance. Asked for an Apple watch from Santa

[YojanaFitbit]

Nice to see you aroud @lynperry @PixieMc and @lynperry. Welcome to the Forums! 

Have you guys already tried to restart your Surge by pressing and holding the left and lower right buttons until the tracker dims and you press any button to bring it back on, and this has not worked, I would recommend following the steps listed in this master post from @HelenaFitbit. 

If you're currently syncing from an android device running Android 6.0+, you can try to turn on the location services settings for more information check this notes from @ErickFitbit.

@lynperry Your tracker should be lasting up to 5 days, in case that yours is not, check this tips provided in the Surge battery draining post. If after following the tips you keep having inconveniences, feel free to get in touch with our support team.

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

[Trose4u]

Thank you the first part worked, holding down the two buttons. This was very helpful!

[PixieMc]

I've tried turning off & on because I seem to have to do that regularly to
get it to sync but will try again. I also tried deleting & reistalling
connect but it didn't seem to make any difference. Any other suggestions?

[Trose4u]

I wish I could help, I just came to this forum today because mine would not sinc today and I thought it was my phone so I restarted it, but it still would so I went to this forum. I had to hold those two buttons longer than I expected to make it dim, but once it did and I started it back up it was able to sinc. I hope this is not what I am going to look forward to. I paid a lot of money for this watch. Maybe call fitbit and see if they can help over the phone. Tammy Stuartwww.troseglassstudio.com
trose_glass_studio

[Jsmith1644]

Mine is doing the same things.
Have had relatively good service until now. I've had it for almost 2 years.

[Chuck8318]

I did what suggestion above: restart Surge, uninstalling and reinstalling app, restart Bluetooth, try to sync by using Dongle with my PC and even try to re-pair the tracker with the phone. It doesn't work for me. I 'm using Samsung S5 with OS of Marshmallow 6.0.1. I been having this problem since last Saturday. One thing that notice on the tracker is when I try to re-pair with the phone (Setting- Bluetooth Classic-Pair) its will force restart itself. Also, my phone can not find the tracker when I try to re-pair on Bluetooth menu. 

[nreizer]

I just got a Surge today.  It synched for a few hours, and now will not.  I traded in a Blaze because *that* would not synch to the phone's GPS.

Looks like force stopping the app on my phone, then rebooting allowed things to synch.  I got a strange error when trying to force stop about a bluetooth synch being in progress, even though it wasn't showing as in progress.  I think Fitbit developers need to look into the reliability of the bluetooth synch and perhaps add a way to kill/reset it from the apps perspective.  I reset bluetooth on the device, but if the app is in a bad state, that won't matter.  The Fitbit bluetooth connectivity logic seems to be intolerent of flaky bluetooth connections - which is a given in today's world. 

[Trose4u]

Good to know if I continue to have issues. Mine is pretty new as well, like a couple months. So hopefully I will get a couple years out of it. I will look into the microsoft one. Hopefully it will work with a samsung galaxy phone.  Tammy Stuartwww.troseglassstudio.com
trose_glass_studio

[Shar81]

I have a Surge. It just stop syncing today. I have a iPhone 6plus. I can't even find where to write my own post. Can anyone tell me if these Fitbit have a one year warranty?

[Shar81]

My Surge has stopped syncing as well. I've tried what you suggested. Didn't work. What's the warranty? I haven't had mine a year

[nreizer]

I don't know the warranty.  I suspect it may vary based on location of purchase.  You might try asking the folks at the place you purchased it.

[steveting99]

Hi YojanaFitbit,

A strange thing has recently happened to my Surge. Some background history.

I got the Surge in January of this year and so far have been using it every day without any issues. I regularly sync the Surge with the iPhone (6 Plus with current iOS 10.1.1) on a daily basis to pass data from the Surge into the app/Dashboard.

Just over the past long weekend, I didn't do a sync. So decided to sync 3 days of data stored on the Surge into the app/Dashboard. However, during the sync process the app was in constant search mode.

Went into the Settings-->Bluetooth to check if the Surge was showing and it was under My Devices. There's no other Bluetooth device connected to the iPhone. With the inability to sync with iPhone, tried to un-paired the Surge and tried to make it re-pair --> no joy:0 The iPhone wasn't seeing the Surge under Bluetooth scan:(

Then tried to make it work with the Samsung Galaxy A8. Tried to pair under Settings --> Bluetooth --> Scan. Can't detect the Surge --> no joy again.:(

Then went to the iPad mini 2, downloaded the app and tried to pair the Surge ---> also no joy.:(

Was getting desparate as none of the mobile devices were able to pair with the Surge. Finally went to the desktop which is running Windows 10. Downloaded the Fitbit app and connected the USB Bluetooth transceiver. After a firmware up-date, the USB transceiver found the Surge and started to sync with the app/Dashboard. Now that the data isn't lost, I'm a happy little beaver.:) Hip, hip, hooray and three cheers to Fitbit!  

I then tried to re-pair with the iPhone 6 Plus under Settings-->Bluetooth, this time it paired! Also did the normal sync to the app/Dashboard. 

Question is why did the Surge suddenly stopped to sync with the iPhone 6 Plus in the first place? Was it due to the new iOS or the fact that there was a 3 day pause before trying to sync? I now sync the Surge everyday again to avoid this issue.

[YojanaFitbit]

Good morning guys! And Welcome to this tread @Jsmith1644, @Chuck8318, @nreizer, @Shar81 and  @steveting99. 

Thank you for the update and your participation on this tread @Trose4u, it's great to know that you're back on track. 😄

@PixieMc Try to open Fitbit Connect and choose the option "Set up a device", after restarting your Surge, if that doesn't work you might follow @Trose4u suggestion and contact Customer Support so they check what is going on with your Fitbit. 😉

@Jsmith1644 If you already try the restart on your Surge, turn off your phone and try to force sync it; as you mentioned that it has been working fine, it might help. Are you getting an specific message on your phone?

Thank you for the details @Chuck8318, it helps to know them! Your Fitbit Surge won't pair directly from the Bluetooth settings, but you can unpair it from the Bluetooth by choosing "Forget device" (you need to reboot the Bluetooth before and after doing this to get a better result). Then restart your Surge again, go to your Fitbit App > Tap on Surge > Forget device. (To add it back tap on the (+) sign under devices). Check also for the latest update for Android, it was released yesterday.

It's good to know that your Surge is currently syncing @nreizer, but you shouldn't be doing the troubleshooting steps too often. As many other electronic devices you might have to reboot it once in while to help them to connect properly, but about the message that you got, I would like to know what type of phone you're using. Your feedback helps a lot.

@Shar81 Your Fitbit Surge has 1 year warranty, you can contact Customer Support if you need more information about it. And next time that you want to start a topic with your own post, choose your product and look for the option "New Topic". 😉

@steveting99 Wow! you did a lot of things, it's great to know that you're back on track. I think that your Fitbit Surge and your iPhone 6+ needed to be reboot it. When you don't sync your tracker every day, the "Sync now" option should work easily, in case that it doesn't, shooting down the phone and restarting the tracker will do the trick. Are you having this issue frecuently or is it the first time? How ofter do you sync your Surge? 

Let me know guys, if you need anything else, and keep stepping!  

[nreizer]

@YojanaFitbit, I am using a LG Vista 2. Andriod Version 6.0.1, security patch level 2016-03-01.

[domslice]

I am on my second Surge in less than 6 months. In both cases the sync failed almost daily. The only way I can get it to sync is to set up new device. It tells me I already have one and do I want to connect to it. I say yes and follow all the succeeding screens. Pain in the tush but it works.

[steveting99]

Hi YojanaFitbit,

This is the first time the Surge failed to sync with the iPhone 6+. It hasn't given me any problems previously. So the Surge suddendly not syncing with the iPhone 6+ is a one time event. 

I generally sync the Surge with the iPhone 6+ every day. Often on multiple occassions throughout the day to see the data in a more coherant manner on the iPhone 6+ screen rather than flipping across the screen on the Surge.

If the sync failure happens again, will try your suggestion of re-booting the iPhone 6+.

Upon up-pairing the Surge with the iPhone 6+ and not being able to sync with other mobile devices seems perplexing. Logically it should work, but for some strange reason, it only worked with the desktop USB transceiver. Don't know why this is so.

[YojanaFitbit]

It's nice to see you around guys! 

@nreizer Thanks for confirming your phone model. I noticed that this specific model, from the LG family is not in list of supported devices.  

It means that your phone will probably sync with your Fitbit surge, but once in a while it'll be hard to connect; our specialists are frequently updating this list, for users to have more options to connect. As you mentioned that your phone is currently running Android Version 6.0.1, check this post from @ErickFitbit, it might improve your syncing experience.

@domslice If this is the second Fitbit Surge with syncing issues. 😕  We might have to check your syncing device. Which is the device that you're currently using to sync? If it is a phone or iPad, please double check the version that is running, this information is usually located on the Settings of the device.

Thanks for information @steveting99, when your Fitbit Surge synced with your iPhone for the first time, it bonded with the Bluetooth as well, that's why if you try to sync with any other Bluetooth device your Surge will recognized your iPhone always. Since your desktop uses the USB Dongle, it is not a problem; if you want to sync with other mobile device, turn off the Bluetooth of your iPhone and it will connect. 

Let me know if you have more questions, I'll be around!