Sync Issues

[ErnestEaton]

Are other community members experiencing Sync issues?  Intermittently, Surge will not sync and IOS app spins looking for Surge. Only solution appears to be turning off Surge. Upon turning back on, Sync occurs w/o a hitch. 

[wtksk8r]

I have the same issues with mine on the Android platform and the Blaze.  My Surge syncs well but I sometimes have to turn my Blaze on and off to get it to sync.  

[JT746]

I've been unable to sync for few days.  Not uploading to Strava so it's a little frustrating! 

[YojanaFitbit]

Hope you're  having a great day guys! @ErnestEaton and @wtksk8r If you're having syncing issues to ofter please check this troubleshooting steps and requirements:

Requirements:

• The software on your mobile device is updated. To check, tap Settings > General > Software Update.
• The Bluetooth setting on your mobile device is on. To check, tap Settings > Bluetooth.
• If you use more than one Bluetooth phone, tablet, or computer to sync, the other one isn't nearby (or has Bluetooth disabled). 
• Your tracker's battery isn't critically low.

Try this:

1. Restart your Surge a couple of times and make sure that it is fully charged
2. Reboot your phone and check that you phone and Fitbit App is up to date 
3. Open Bluetooth Settings on your phone and delete your Surge from there (forget device)
4. Open Fitbit App > Account > Surge > Remove device (tap on the trash can in the upper right corner for Android or scroll down and tap on "Remove this device")
5. Reboot your Bluetooth and double check that it is not connecting from there
6. Force quite the App. Open it again Account > Set up a device

(Android only) Also check your phone Permissions and leave location on to keep syncing with your phone, for more info check this suggestions from @ErickFitbit. 

@JT746 Once you make your Surge sync check if your Strava Account is currently syncing with Fitbit too.

Hope this helps! 

[ErnestEaton]

Am willing to try this solution once more but mobile app software is current. When Surge is turned off and restarted, it will sync w/o problems for a few days before having sync issues once again. Then have to go through turn off and on routine. It is noted that this is a replacement Surge. Original never had this problem🙄

Sent from my iPhone

[YojanaFitbit]

Thanks for replying @ErnestEaton, hope you're having a great day. If you have the same issues, I think that it would be a good idea to contact Customer Support for deeper investigation. If you're using a compatible device, it is up to date and the Fitbit App is updated too, it should be syncing fine. 

Keep me posted on the resolution! 

[Andymc121]

Mine won't sync sometimes either. I contacted support by email and nothing seems to work. They told me to uninstall and then reinstall and I did this but now I get a message "Tracker disconnected". Can anyone help?

[ErnestEaton]

I initially got message as well but I then started over and went to setup. Setup said my device was already registered at which time I was able to synchronize my device. I have now accepted the reality that I will have to turn my device off and on whoever the app doesn't want to find the device😥  Good luck and hope my fix will work for you. 

[Andymc121]

Hi and thanks for replying. I did try that but it didn't work for me. I will try again though because the fault has been intermittent over the last few days. I emailed fitbit and have had a reply but their suggestion didn't work.

[ErnestEaton]

Feel your pain and obvious frustration. I'm convinced issue is the Surge Atracker, not the App Device, be it a laptop or a mobile device. From the number of topics related to sync Issues, one would think Fitbit would study the problem more thoroughly and engineer a fix but......

Bottomline, I still like my Fitbit😀😎😀😎

[Andymc121]

The device started snycing this morning without me doing a thing. The intermittent problems are frustrating. I guess that because the device does eventually sync albeit after 24 hours or so of problems I can live with it.

[YojanaFitbit]

Thanks for popping by the forums again guys! It's nice to see you here. 

@Andymc121 and @ErnestEaton thanks for sharing your feedback of  what you've been doing with  your Surge, @Andymc121 that's weird it started working all over again out of the sudden. Which device are both using to sync your Surge? Is your Fitbit App and phone up to date? Have you tried to Set it up to a different mobile device or computer to make it sync?  You can check compatibility in our official list of Supported Devices.

I'll be waiting your response! 

[ErnestEaton]

I'm using an iPhone 6S. It has current IOS software. FYI, my Surge has synced w/o any issues past two days! Hopefully, it will continue to do so but my confidence at this juncture is not very high. From the number of posts on the forum, there is a systemic problem. It is kind of disconcerting to receive replies implying operator error or app device issues when majority of posts clearly point to the tracker. FITBIT needs to open a fault sheet and study the issue and then engineer a fix. Otherwise, the result will be customers getting one of your customers products instead.

Sent from my iPhone

[Andymc121]

I have a PC using Windows 10. I open the App when I want to look at the Dashboard and Sync the device. I do not link it to my iphone at all. I have now removed the "dongle" or whatever it is called from the USB port because it no longer works. I use the cable provided and plug the Surge in direct. I still get a message saying Tracker not connected but you can ignore that and press the Sync icon and it does then sync. I have to agree with Ernest that this issue does seem to be occurring regularly across the Fitbit community.

[YojanaFitbit]

Thanks for getting back guys! @ErnestEaton I would suggest to update your Fitbit App or check if it is already up to date, we just have an update for iOS devices yesterday, restart your tracker and follow the steps suggested above to see if this works. I appreciate your feedback, we'll take your suggestion into consideration. In the meantime if your tracker doesn't communicate with your phone at all after doing those steps, contact Customer Support so they can further investigate your case.

@Andymc121 Got it, thanks for the details. If your computer has built Bluetooth, Dongle won't be required, just for you to know. But that specif error shows that is not connected but doesn't give us more information. So restart your tracker make sure that is fully charged and turn off and on Bluetooth or connect Dongle again. In the App you will find the picture of your Surge in the upper right corner and the option to sync to try it again.

Under Account you delete the Surge to reinstall it, and if it is possible try a different device to see if the Surge is able to connect with it. Contacting Customer Support for further assistance would be next step if nothing of this works.

Hope you can make it sync, I'll be around!

[ErnestEaton]

Thx. As stated in previous posts, my Surge has synced w/o any issues all this week so far. My fingers are crossed. If I have an issue again, I will try these steps before communicating with tech support or throwing my Surge in a drawer somewhere and buying a Garmin👍😀😀👍😀

Sent from my iPhone