surge won't pair with iphone or dongle

[Kev2719]

I have a 2 year old surge that until three days ago was working fine. Now it won't update the app on my iphone 5 or connect and update via the dongle on my macbook. it does not show in my bluetooth devices list on my Phone or my macbook. 

I have restarted both the surge, iphone and macbook multiple times to no avail. I am running out of options!

surge  Firmware version: 16.34.5.14

All day sinc won't stay on.

[MarcoGFitbit]

Hello @Kev2719, thanks for joining us, it's great to have you on board! 

If your Surge doesn't seem to sync with your phone or your computer and as you have already restarted your tracker, I would like to suggest checking @HelenaFitbit's excellent tips and recommendations that have been proven very helpful for many members in the Community. 

In case these steps don't seem to do the trick, let's try setting up your Surge as a new device on your phone to reset the connection between the tracker and your account. 

To set up your tracker as a new device:

1. Open the Fitbit app and tap on the Account symbol at the top right corner of the screen, then tap on "Set up a New Device"
2. Choose your tracker and follow the onscreen instructions to continue
3. When the app asks you to replace your current tracker, please replace it and continue with the process.

I hope this can be helpful, give it a try and in case you need anything else, please feel free to reply! 

[Kev2719]

Hi Marco,

I appreciate you reaching out with suggestions.

Bizarrely, i managed to update my surge with the app on my ipad even when it would not connect to either my iphone or dongle. What's more confusing is that when i am away from my home wifi and physically connect to a network via cable on my macbook i am able to update via both the dongle and my iphone.

So something has changed recently that is interfering with my bluetooth connection to my surge or the devices i am trying to pair with. I have some investigating to do to get to the bottom of this. 

With a little luck i can figure that out. If not i might have to set my surge up again at home to see whats causing the interference. 

Thanks again for the suggestions. 

[MarcoGFitbit]

Hello @Kev2719, I hope you're having a great day, thanks for taking the time to reply, I'm glad your Surge was able to update and that it was able to sync. If you're still experiencing issues when syncing, I would like to suggest setting up your tracker as a new device as described on my previous post. 

Additionally, if there's anything else I can do fr you, please don't hesitate to reply.