Tracker is not updating using the Fitbit app.

[MickKirby]

trying to set up my Surge on my Iphone, when I click on update tracker I then get a message saying 'Unable to start firmware update'.  So I can't do anything with the Surge.  Any help before I return this?

Moderator Edit: Clarified Subject.

[SunsetRunner]

Since this is a brand new device and you seem to be doing things correctly, your best bet is to contact Support directly and see if they can help. 

[MarcoGFitbit]

Hello @MickKirby, thanks for joining us, it's great to have you on board. Hello @SunsetRunner. it's always nice to see you around. 

@MickKirby, have you tried to restart your Surge lately? If not, please restart it:

1. Press and hold the Home and Select buttons (left and bottom right) for 1 minute, 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.

After restart it, restart your phone as well, plug in your Surge and make sure it's charging, then try to update it once again. If that doesn't do the trick try to set it up as a new device, this will force the update to start. Don't worry, the information stored in your account so far won't get deleted.

To set up your tracker as a new device:

1. Do not remove it from the account.
2. Open the Fitbit app and tap on the Account tab at the bottom of the screen, then tap on "Set up a New Device"
3. Choose your tracker and follow the onscreen instructions to continue
4. When the app asks you to replace your current tracker, please replace it and continue with the process.

Please give it a try and in case it's still not updating, please contact our Support Team as @SunsetRunner kindly suggested. Let them know all the steps you've tried so far, I'm sure they will be more than happy to get you back on track! 

If there's anything else I can do for you, please keep me posted!