Sync data lost for whole day

[Ali98]

I synced yesterday but the app did not record my data at all. Nothing was recorded even it looked like the steps were saved they are missing today. I have restarted both tracker and app. Actually it logs only my steps - doesn't save them. No heart rate exercise or activity is logged. Its says my last sync was two days ago. Have done the restarts on both tracker and app and bluetooth. Its a Surge

[TarinFitbit]

Is so cool to have you here on the Community @Ali98!  Try to clear your Fitbit app browser cache by logging out from Fitbit app, then go to your phone settings, try to find the Fitbit app, tap on Clear Cache, then Clear Data  and Force Close the app. Finally, log back into the Fitbit app and after that Set up your tracker as a new Fitbit device. Also, remember that most trackers store up to 7 days of detailed minute by minute data and if you wait longer than 7 days before syncing, you may only see the most recent week's detailed data and you are going to loose some data.

I hope this helps, let me know how it goes and also if you have any additional questions! 

[Ali98]

Thanks for the suggestion. Its not working unfortunately, the connecting is taking so very very long. Am trying again but its not looking good.Its found the surge but the connecting times out.

Now I've tried uninstalling the app along with all the restarts - nothing. 

It just seems to be stuck when syncing it says the last sync was 2 days ago. Its now showing my steps for the day , floors calories but no exercise, bpm, no activity and no challenge updates 😞

[TarinFitbit]

Wow @Ali98 according on what you are saying, I think your Surge is stuck in the middle of the Firmware update and the solution for that is a Restart on your tracker and after, please try finish the update on your Computer by: 

1. Ensure that your tracker is near your computer. If your tracker came with a wireless sync dongle, plug the dongle into a USB port on your computer.
2. Unless you installed Fitbit Connect for the first time recently, verify that you're using the latest version:
- Click the Fitbit Connect icon located near the date and time on your computer. (If you cannot find the icon, you may need to reinstall Fitbit Connect from http://www.fitbit.com/setup Open Main Menu, Click Troubleshooting and below the Fitbit Connect number, click Check for updates).
3. Go back to the main menu and click Check for device update.
4. When prompted, log in to your Fitbit account. Fitbit Connect will sync your tracker and then look for a firmware update. If an update is found, Fitbit Connect will display a progress bar until the update finishes. If your tracker has a screen, you'll also see a progress bar there.
5. Keep your tracker close to the computer during the update, which may take several minutes. When the update is done you'll see a confirmation message and your tracker will restart.

You're all set. Keep me posted! 

[Ali98]

Hi there Tarin, Thank you for perservering. I had a chat with fitbit and they will replace my tracker. What you suggest is very good to know in case i experience this again.

Thank you again 

[TarinFitbit]

Wow that is great @Ali98 I'm happy to hear that ! Don't forget to visit our Discussion Board, where you'll find a lot of tips to hit your goals.

Keep stepping!