Sync Issues

[chousworth]

I don't understand why my surge stops synching and I have to reboot my surge for it to work. Both my app and surge have the latest updates. I do have all day sync turned off because of the battery life issue.

[SilviaFitbit]

A warm welcome to the Community @chousworth! If your tracker is paired to the Fitbit app on a mobile device, it syncs every time you open the app. It can also sync periodically throughout the day if you have All-Day sync turned on. If you sync your tracker with a computer and Fitbit Connect, it syncs automatically every 15 to 30 minutes assuming the tracker and computer are in proximity, and the dongle is plugged in, if applicable.

Are you receiving any syncing error message when your Surge isn't syncing? How often does this happen? Do you remember anything different that you've done when your tracker doesn't sync? 

Keep me posted! 

[LainieF]

Hi Silvia, in case you are not aware, there is a very active discussion on the ONE community where users have had issues with the autosync since 10/23/16. There are over 4 pages of posts and some very unhappy users and no moderator in sight.

I have also seen posts in the DASHBOARD community and one other community (I forget which one). There seems to be a major issue with the autosync process and we are not seeing any response from FitBit except to try to restart and that is NOT WORKING!!!

Do the moderators only get involved for the new products? 

[Nashvillecma]

I second LainieF's post - something happened 10/23/16 that is causing great frustration.

[SilviaFitbit]

@LainieF @Nashvillecma Welcome to the Community! Moderators are always trying to answer every post on the Community. Thanks for your feedback, we're always trying to improve our service.

I was checking the One syncing thread that you mentioned and it seems that one of our Moderators already replied to it. If you haven't commented on that thread, you may want to subscribe to it so any update that's posted you'll get it in your email. 

Hope this helps! 

[krzzzylori]

AND once again my Surge is not syncing. This is my 2nd watch and it's really frustrating. And why was the ONCE thread closed? Ridiculous all of this.

[krzzzylori]

And actually nothing is working on the watch except for showing the time. None of the button are working at all.

[sumyha]

I have not been able to sync my surge since this date either. It is very frustrating

Sue

[carmellesavoie]

its happening too me  but they dont want to change it     but they change it for the wrist band    ''''',,'''

[khart1014]

As of this moment, Surge will not sync on my computer.  Dongle has been reset several times with no success and tracker has been on computer desk for several hours.  Am not currently using a mobile device as my LG V10 is not currently one of the devices you support, so I now have no ability to track my daily progress except manually writing down each category.  I have checked all forums and there does not appear to be an answer posted.

[Surgequestion]

My surge classic isnt syncing either, since the automatic update of the app today.. it says "tracker not found"??

[armandboshoff]

@SilviaFitbit My Surge doesn't sync after I've turned on both my Bluetooth and Location services. It says "Tracker not found"

This happens every time I open the app on my Android device. Sometimes it will sync and sometimes it won't. The times when it does sync I have to wait up to an hour with my Bluetooth and Location service on. I'm not doing anything different compared to syncing in the past. I am always in close proximity as well.

It is very frustrating. Please tell me there's a solution as I have searched far and wide trying to get answers.

Thanks a million!

[russsss]

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@sumyha wrote:

I have not been able to sync my surge since this date either. It is very frustrating

Sue

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Sue ... I had the same problem, same date of occurance .  I reset the surge, synched manually (this is with a dongle) and it's been fine since .  Actually something similar occured a few months ago but that ended up being a defective dongle .  

Russ 

[Surgequestion]

Hi,

I restarted my fit bit and then also restarted my samsung phone.
That seemed to work for now. I noticed that my fitbit app had updated
around the same time this happened today. Ive never had an issue until
today. Ive had mine 1.5 years. Hope it doesnt continue. Hope this helps you.

Thanks

[khart1014]

I was finally able to get mine to sync...but you have to shutdown to get the sync to work

[BMF60]

Sylvia,  It would be nice if you actually read what people are saying.  It seems you are just copying and pasting.  I, too, cannot sync my Surge.

Clearly, this is a problem - one that needs to be addressed professionally.  Many people cannot use their devices because of this, which begs the question about your customer service.

[khart1014]

I found the solution for my surge....shutdown, then restart. While I think it should be unnecessary to shutdown your surge every day, it does allow the system to now "find" my tracker and I can now see my statistics again. I am utilizing a dongle and PC, so don't know if this will work with mobile devices, but suspect it will. Simply go to settings on your tracker, select "shutdown", confirm "shutdown", wait 5 seconds and restart. Then sync your surge. Has worked perfectly the last 5 days.


Good luck

[khart1014]

I have discovered a solution to the sync issue for the Surge if you are using a dongle.  If you are getting the message "tracker not found", press menu, then select settings.  In settings, select "shutdown", then confirm you really want to shutdown.  Wait 5 seconds and restart your surge.  Then the system will be able to locate your tracker and update your statistics.  Has worked perfectly for the last 5 days using this method.  Not sure why all of a sudden it is necessary to shutdown and restart your tracker, but it works.  Not sure if this will work with mobile devices, but worth trying.