Surge won't sync, won't hold a charge

[Baudze]

Clearly, the Fitbit Surge is now useless. Several people are reporting that it won't sync anymore, and since its frantically trying to connect with the phone, will not hold a charge either. Mine is no exception. All this started after the last firmware update (version 16.34.6.1). Not to be cynical, but is Fitbit trying to force us to invest in new devices?

[YojanaFitbit]

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

Thanks a million for posting your inquiry here and for the steps that you already done until now. Sorry about the issue having after the update. Have you tried restating it a  couple of times would be a good idea? How old is your Surge?

Clean the charging contacts on the back of your Surge. These contacts can become obstructed by microscopic dirt or debris that prevents them from making a good connection to the charger. Use a toothpick or toothbrush to clean the charging contacts; do not scrape them with anything metal because this may damage the plating and result in corrosion. 

We recommend plugging your charging cable into a USB port on your computer or other low-energy device. If necessary, you can use a UL-certified USB wall charger. Don't use a USB hub or battery pack to charge, and only use the charging cable that came with your tracker. I'd like to know if you're getting the full battery sign after charging your Surge for 3 hours. Have you noticed if your charger is loose or maybe not connecting properly? How are you changing your Surge?

Please confirm that your Fitbit App and phone are up to date first, then you can follow these steps:

1. Force quite the App and turn off your phone
2. Open Fitbit App, go to Account (upper right corner) > Delete Fitbit tracker from the Account
3. Open the Bluetooth Setting on your phone and delete Fitbit tracker from there too
4. Reboot Bletooth to make sure tracker is not there
5. Restart your tracker  a couple of times and Access back to Fitbit App > Account to set up your Fitbit tracker back

This should solve any syncing issue that you're having, please keep me posted on the resolution! 

I'll be around! 

[Baudze]

Unfortunately, none of these steps worked. And when I finally tried to do a hard reset on the Surge, it got stuck in what seems to be "pairing mode". I only suspect this because the screen shows the "->" symbol it normally displays when you try and pair it with a phone. It'll turn on and off, but the symbol is the only thing the screen shows. Needless to say, I was forced to invest in an Iconic, sooner than I had planned. 

[YojanaFitbit]

Hi @Baudze! Thanks for sharing your experience with Fitbit Surge. 

Sorry to hear that your Fitbit didn't respond after the restart. Your voice is being heard. We're actively reviewing your responses and providing feedback to our product development team. Congrats on your Ionic! I hope you enjoy it.

Let me know if you need more help with your Fitbit.