Surge suddenly stopped sync

[jdsiveira]

For some *unknown* reason, my surge monitor suddenly stop syncing. I do training/sync my monitor every day, but I have been experimenting some issues lately (let's say... 2 or 3 days ago) until yesterday, Sat, April 21th, when my surge, with no warning, stop syncing. I restarted the monitor, my iPhone fitbit app (I'm using an iPhone 6) without success. Also, I tried by re-installing the fitbit app again on my phone. Neither worked. Finally, I installed the fitbit app for Mac, which neither worked.

Do you have any clue about why my monitor it's behaving in that way? I need to sync my activities with other 3rd party accounts (e.g Strava) and the information collected by this monitor it's really helpful. I spent almost one day trying to get it fixed without succeed.

I'd really appreciate an answer containing some useful direction (please, avoid replies containing a bunch of useless links, cuz I've read all of them).

Thanks in advance

[YojanaFitbit]

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

Thanks a million for all the steps you already tried, great job researching possible solutions here! As far as I know we're not experiencing syncing issue with Fitbit Surge and the steps you tried should be working just fine. Good to hear that your Strava account was of great help!

Although, I'd suggest deleting the Fitbit Surge from the Fitbit App and from your phone's Bluetooth. Then reboot your iPhone, Bluetooth and Surge, finally try to connect it back. You didn't mentioned if your phone is up to date but you can take a look, just to confirm!

Is your Surge getting an specific error message while syncing? Try to leave it connected with your computer while troubleshooting, if it is not connecting you can try again with your Mac using this program. If nothing of this works, let me know so we can see the next step. 

Hope this helps.

[JSten]

My surge stopped syncing also.  Mine just after noon on Sunday April 22.

[jdsiveira]

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Although, I'd suggest deleting the Fitbit Surge from the Fitbit App and from your phone's Bluetooth. Then reboot your iPhone, Bluetooth and Surge, finally try to connect it back. You didn't mentioned if your phone is up to date but you can take a look, just to confirm!

I did all those steps prior to post this comment here. In fact, i removed the Fitbit app from my iPhone (along with the Surge monitor from my list of paired devices).

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Is your Surge getting an specific error message while syncing? Try to leave it connected with your computer while troubleshooting, if it is not connecting you can try again with your Mac using this program. If nothing of this works, let me know so we can see the next step.

I tried also with that application in my laptop. Didn't work either. It was in fact, really frustrating, I ran out of ideas about what to do to make it works.

I'd like to know if there's any special trick to do with the bluetooth, because I suspect that's the key of the problem, but honestly no idea why.

[JonnyAbs]

very interesting.  mine was tuesday at 6am.  might be related to the larger firmware issue I saw in the banner at the top of the forums.

[indyjames79]

Very interested.  My fitbit Surge worked fine until after my morning 5 mile run on Wednesday 4/25/2018.  this was about 6:15 AM.  i used my iphone to sync after the run, and the fitbit hasn't worked since then.  it takes dozens of minutes to start up, if it starts up at all.  I've tired all the tricks.  i think that the bluetooth is somehow having issues, because i cannot get bluetooth classic to connect. 

[JonnyAbs]

This seems like a larger system issue.  We all started having this problem at around the same time.  

[jdsiveira]

I hope these guys provide a solution soon. Although, if the problem it's in the firmware, and we upgrade the firmware version pairing the monitor with the phone... then we're in a problem 🙂

[indyjames79]

is anyone else having trouble restarting their surge after they reset it?  my surge shows the fitbit logo for much longer than it used to.  but the heart rate lights up in back if the fitbit is moved.  

I have my first half marathon in 9 days, and hope that my fitbit will be worthy of using.  

[JonnyAbs]

Yes, in addition to not being recognized by the fitbit app, it does take longer to restart now.  They should send us Versas or something.  This is a joke.

[indyjames79]

I've just got things to work... for the moment.

i removed the surge from my account.  

i restarted it (which was not easy... it took forever to boot up).  

i turned off bluetooth classic.  

i turned off notifications

i turned off the backlight

i turned off the heartrate

i then set it up on the computer via the dongle.  

after this work, i opened the fitbit app on my iphone, and the surge started to sync. 

after syncing, it asked to pair to my iphone.  i allowed this

i then had a test text message sent to my phone, and the surge gave me a notification.  

this is all very recent... so i haven't seen if the surge will continue to work properly.  I'm not holding my breath.... 

i'm posting this in case any of you other Surge users who are suffering with this issue.  

[JonnyAbs]

How did you set up on the computer via dongle?  

I downloaded the windows 10 app on my PC and connected via dongle.  It gets recognized in the app when I try to add it, but it says that a code should display on my surge that I can input into the app, but I never get the code on my surge.

[indyjames79]

sadly... but not unexpectedly... the surge is no longer syncing.  

 good luck everyone.............. 

not using a windows 10 computer.  i've got a PC with windows 7 and using the "fitbit connect" application that uses the dongle.  

04-27-2018

so i've had the fitbit surge work for about 16 hours how... but I've turned off the heart rate monitor and the back light.  I followed the same thing that I did above, and it has been working.  I have not tried to restart it.  And i have to tried turning on the heart rate or the back light yet to try to isolate which one could be the culprit.  

update: i've turned on the back lighting and the heart rate monitors individually, and the Surge seems to continue to sync just fine. 

I still have not 1) turned both the backlight and the heart rate monitor on at the same time, nor have i 2) powered down and restarted the Surge. 

seems like i might have my fitbit in a happy place... and i'm afraid to upset the blance. 

@YojanaFitbit does Fitbit have any idea what is happening here?  have my findings helped anyone else out?   

[YojanaFitbit]

Hi @JSten welcome to the Forums! @jdsiveira, @JonnyAbs and @indyjames79 thanks for your participation on the Forums. 

Sorry to hear that you're also having issues your Surge. Have you tried the steps in this article?

As mentioned before, we've confirmed that Fitbit Surge is not currently having issues with the Fitbit App, we did have some syncing irregularities with Fitbit Ionic and Versa but it was fixed already. Thanks for all steps you tried @jdsiveira and @indyjames79, we've contacted our support team so they  can create a case for you; you will receive a email from them shortly.

@JonnyAbs thanks for your feedback and for the steps that you tried. You can use the Fitbit Connect Program to connect via Dongle. Did you tried all suggested steps from our friend @indyjames79? 

I'll be around.

[BreBay]

I have just started having the same issues others have noted. I have restarted the surge, deleted and reinstalled the app (on my iPhone), and have tried syncing through the computer (Win10) with the dongle. The phone app just doesn’t work at all. On my PC I keep getting an error asking me to reconnect, it shows the code on the surge, I enter the code, and then nothing happens. It seems very suspicious that a number of us would all suddenly start having sync issues at the same time, when i at least have never had issues before. Will FitBit start to look into it now? 

[JonnyAbs]

I tried via dongle as well and it finds my surge and tells me to enter the code, but the code never shows up on my surge.  It seems to have turned into a pumpkin.

[YojanaFitbit]

Hi @BreBay, welcome to the Forums. Nice to see you here @JonnyAbs! 

Sorry to hear what is happening with your Fitbit Surge. Thanks for trying all those steps guys. Please clean the contacts of your Fitbit and connect it in your computer and while it is charging try to restart it a couple of times and then try to connect the Fitbit once again. Hope it helps, if not let me know so we can try the next step. 

I'll be around.

[Andree1969]

Mine has also stopped syncing.  

[Amarsir]

Mine will still sync with the computer (via wireless dongle) thankfully. But I can't get it to bluetooth sync with the phone at ALL.

What annoys me is that the Surge doesn't have a "pairing" mode. It has pair for Bluetooth (Classic), but that is only for music control. And that works. But the default Bluetooth connection, the "Low Energy" tech, the one  that controls everything? Not doing anything and no way to make it pair.

(Llke OP I've  done plenty of restarts and reinstalls.)

[BreBay]

Okay - I contacted FitBit customer support, and they walked me through a different kind of restart on the device (also asked me to make my phone "forget" the Bluetooth connection and then re-find it). Those seemed to have helped - my sync is working again for 4-5 days now.

However, this seems to be an issue they know about, because right away I was offered a new (replacement) surge or 50% off one of the other FitBits (mine is still within the 1 year warranty).

Just FYI...