Bug IOS

[Sequinita]

I just earned my Farris wheel badge today and I realized that I had actually climbed 95 floors and because I was curious what would happen if I got 100 floors, I ran up and down my stairs 5 times and I was pleased to see how accurate my Surge was because it showed 100 floors AS expected. But when I synced my fitbit with my phone, suddenly it claimed that I had climbed only 53 floors today! After syncing, my Surge also changed the displayd number of floors to 53 when I clearly saw 100 just minutes before.

[MariamV]

@Sequinita welcome to the forums! In this case, I recommend logging out from your app and then logging back in. Also, force quit your app and try to sync once again, let me know if that corrects the lost floors.

Now, I also recommend restarting your tracker by doing the following:

1. Press and hold the Home and Select buttons (left and bottom right) on your Fitbit Surge for 10 to 15 seconds, until you see the screen flash or start to dim.
2. Let go of the buttons.
3. After your screen turns completely off, wait 10 seconds and press the Home button to turn your Surge back on.

This is to prevent from happening in the future! Le me know if it helps! 

[Sequinita]

Hi,

Thanks for your reply.
I have now logged out of my app, force shut down the app and reset my
surge. Hopefully this will prevent future problems, but on the 4th of July,
when I walked 100 floors, it still claims I only walked 53.

Sequinita


--
Med vennlig hilsen,
Anita 

Moderator edit: removed personal info

[MariamV]

@Sequinita thanks for getting back to me! Wow, that sounds indeed pretty weird. I've found a thread here discussing the same issue you're experiencing with the number of floors recorded. Thanks for following the instructions on restarting your tracker.

Also I recommend contacting our Support Team for a second opinion. They definitely have the proper tools to take a deep look into your tracker's behavior. When you contact them please let them know about the troubleshooting you've performed in order to fix this issue. Let me know how it goes!