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

[Elsid]

I think that fitbit is just dancing around the problem  . so I am going back to my Garmin 

[JonnyAbs]

Do you remember how to do their restart?

[BreBay]

I think they had me hold the bottom right button and the left button for 15 seconds till the screen  faded. Then have your phone forget the Bluetooth connection. Then restart the fitbit. 

[Amarsir]

I've done that two-button restart before, but not while plugged in. This time my phone was able to see the Surge as an "available device", which is new and good. Of course pairing that way will be rejected by the Surge. It can only be paired through the app.

I'm trying that now, but thus far without success on 3-4 attempts. 

[Elsid]

I have been following everything that everybody says and I have also had a case open on the particular phenomenon. Also  before I opened the case I deinstalled everything and reinstalled it to no avail, and reset the watch numerous times . I will say that it does still work with my Samsung with no problems.

[YojanaFitbit]

Hi everybody, thanks for leaving your comment with the experience regarding Fitbit Surge. If you have tried all troubleshooting steps listed here, please let me know so I can reach our support team. They can help you to check your warranty options depending on each scenario. 

Thanks for your understanding.

[Andree1969]

I have gone through the troubleshooting steps and it seems it may have been an update that needed to be done on my phone. It is working now.



Sent from my Samsung Galaxy smartphone.

[LauraP66]

Hi.  New to this forum.  I have a two-year old Surge and in the last two three days, it decided it didn't want to sync anymore (I was getting a message on my phone of "tracker not found."  I tried restarting it, and after a couple of times, it did finally sync the first time.  However, I had the same problem happen last night, and this time, I've restarted it three times, I just unpaired it from my phone bluetooth, and when I tried to re-pair it, it said it couldn't do it.  "Couldn't pair with Surge.  Check your Surge settings and try again."  I admit that I am a little unsure of where to find those settings ... any advice?  I just realized I left my dongle at home.

[YojanaFitbit]

Hi @LauraP66 welcome to Forums! @Andree1969 Thanks for update! I'm glad it worked for you. 

Thanks for posting your inquiry here @LauraP66, you did a great job troubleshooting your Fitbit. I'm curious about what device you're using to sync, check that it is up to date; same thing with the Fitbit App. In regards to the message that  you're getting about your Surge settings, means going to the Fitbit App > Account > Surge > to check the option "Sync now", so you can try it again. Once you get home you can try to connect with your computer or laptop via Dongle too. Have you check the information that we have in our articles: Why won't my Fitbit device sync?

Give it a try and let me know if you have questions.

[Elsid]

I appreciate everything everyone has suggested , however as I stated I had already tried all of the things.

but here is an update for everyone I have been on vacation and did NOT take my PC to sync my surge nor  have I done anymore resets on it . I have just tried syncing it to my PC again and it MYSTERIOUSLY worked...so ya'll can draw your on conclusions  .Elsid

[Zurcaledrehs]

Mine also stop syncing 2weeks ago. 

[YojanaFitbit]

Hi @Elsid, that sounds odd! Good thing is that it is working now, let's see how it behaves in the future.

@Zurcaledrehs Welcome to the thread! Have you tried the steps above? Are you getting an error message? Please keep me posted!

[indyjames79]

Hi Again @YojanaFitbit.  I've been able to keep my Surge working for the past few weeks.  but Monday afternoon, it suddenly stopped again.  I'm trying everything that I did last time to get the surge to provide any value to me, but i have not yet been successful.  

I did notice something new this time.  I typically have kept the Bluetooth Classic disabled, but i tried to enable it since nothing else was working.  as soon as i changed it from "off" to "on" the Surge froze, and then reset itself.  

Can you let us know if Fitbit is actively trying to find the root cause of this issue?  or if Fitbit is only going to offer the discounts to get a new device since this product is no longer a supported device?  

[YojanaFitbit]

Hi @indyjames79, thanks for getting back.

Thanks for keep trying all the suggested steps. But the issue that you described, when your Surge is getting frozen doesn't sound good. You might be able to reconnect it after restarting it. But I'm not sure if it will be able to keep syncing after that.

About your inquiry in regards what Fitbit is offering when the Surge is not working, I understand where you coming from but even when the Surge is not longer on the Fitbit Store; our team should be able to keep assisting you with this. And they can check your warranty option in case it is no longer working.

I'll take your comments and pass them along to our team since your feedback is important to us.

Thank you for your understanding. 

[Hms617]

Hi!  Unfortunately I’m now not able to sync, I’ve tried every step you’ve suggested so far, including cleaning the contacts.  Still no luck. Any other info?

[YojanaFitbit]

Hi @Hms617, thanks for stopping by! Thanks for joining this family, hope you like what find here! I appreciate the time you took in order to solve this syncing issues. I already requested a case for you, so they will contacting you shortly.

Hope this helps.

[Hms617]

Thank you for the follow up. I’ve taken care of the issue by using the
report lacement offer.

Thanks again.

[YojanaFitbit]

Hi @Hms617! You're welcome. I'm happy to hear that you will be upgrading your Fitbit. Please feel free to come back at any time, our desire is to take care of each one of the members of our family. 

Have you checked our Discussions board? If you're into Fitbit and fitness you may enjoy other users' comments. Check this board  Looking for Fitbit Friends? Find some here! And have some fun interacting with other users! 

Keep stepping around in the Forums!