Luxe Firmware Update 20001.188.58

[LizzyFitbit]

Announcing the release of Fitbit Firmware Update 20001.188.58!

This update should now be available to all customers! If you have any difficulty updating, make sure you are following the directions in How do I update my Fitbit device?. If you choose to post about your issue, provide as many specific details as possible in your post so that we can assist you.

*Firmware releases are not distributed based on region or location and can reach anyone no matter where you reside. We do not recommend performing a factory reset to force the update to your device as your data will be lost and you may not get the update. Please be patient and wait until you see the update banner inside of the Fitbit app to begin the firmware download.

WHAT’S NEW AND FIXED

• This release includes bug fixes and improvements.

Full release notes can be found here.

HOW DO I UPDATE?

Step by step instructions for updating your Luxe can be found here.

If you run into any trouble updating, review these troubleshooting tips. 

We look forward to hearing your thoughts!

[rduke982]

@Mfort, aren't you lucky? Lol. I just talked to "support". They said their tech team is aware and working on a fix. I told them they have been saying that for a month now. They said their development team is working on a fix. Support said the FitBit app became incompatible with the Flip3 phones when Android OS was updated to 13.0. They are working on fixing that.

[rduke982]

@doncristobal78, I highly doubt that @LizzyFitbit pays attention to these threads which is sad.

[wheeldon]

Happy new year! 👍

Sent from my iPad

[LizzyFitbit]

Hi everyone, and welcome to our new members.

Thanks for the detailed information and every step tried prior to posting. I apologize for the delayed response, as well as your experience while updating your Luxe. Our team constantly works to improve the experience with our devices, and the input we receive from our members is a big part of the process. Your feedback is truly appreciated.

For the ones having syncing issues, if you have a Samsung Flip or Fold devices, let me share this issue has been reported to our team and they're working on a fix. To keep the forums organized, I'd encourage you to check and subscribe to this other thread so you can receive updates about this situation. On the other hand, if you have a different phone, make sure to follow the troubleshooting described here.

If you're not able to receive notifications, could you confirm if you've tried these suggested steps? Please note that depending of your phone's operating system, there are some requirements that need to be fulfilled in order to receive notifications. In the case of Android phones, I'd also recommend this other help article.

@doncristobal78 I appreciate your efforts and because this issue persists, I've requested a new case on your behalf. That way our Support team can investigate your watch's behavior and provide you with further assistance. Keep an eye on your inbox, you'll receive an email with more information.

[GraceBurns]

@LizzyFitbit I have also expressed my frustrations with my luxe having these problems as well. A difference between all of the other people and me is that I have an iPhone 11 (iOS 16) and not an android. Is there something I can do other than just the regular troubleshooting that is suggested? Because I am sick and tired of just getting suggested to do the troubleshooting that every one does and it doesn’t even work for me even though fitbit thinks that it is going to work. 

[Cubby12]

Unfortunately no, what they told you to try is the only option right now.



Sent from my T-Mobile 5G Device

[Mfort]

Mine resolved itself after about 10 days. Even updated info from that down time. Just kept trying to turn Bluetooth on and off, turning off fitbit, even uninstalled and reinstalled app. Bluetooth seemed to do the trick, even though I had done that numerous times. Good luck!

[Cubby12]

You are one of the lucky ones. My phone doesn't even find my luxe when blue tooth scanning



Sent from my T-Mobile 5G Device

[doncristobal78]

@LizzyFitbit I'm posting my message here because my case was closed before I could reply.  I just sent the following to Fitbit support in reply to  Case. For context, I was offered a 30% discount on a new Fitbit purchase.

--------------

Lis and the Fitbit Team,

Your response to my issue is extremely disappointing. The warranty period of my device is only tangentially relevant here. The fact that my device is broken is a direct result of updating it with the latest firmware that Fitbit advised me to install. The responsibility for this problem falls on your engineering, product, and QA teams who, together, should have caught the issue prior to release. I also recognize that it is possible that the issue was identified prior to release and Fitbit chose to release anyway. If this was the situation, at the very least, Fitbit could have advised potentially impacted Users to not update to the latest firmware. Instead, my device told me to perform the update.  Now you're offering me the opportunity to spend $100 to continue doing business with Fitbit. The money I would be giving you would be on top of my time, where I have already spent 5 to 10 hours troubleshooting, testing, and helping you document your faulty release. I could have logged paid hours instead trying to help Fitbit and now you are asking me for more.

My device is one of 10.6 million sold in 2021. The configuration of my phone and device cannot be so unique that there are not at least tens of thousands of Users who have been negatively affected. This negative impact was either on purpose or the result of negligence. All of this can be traced back through systems and processes. Hopefully you will be doing the due diligence on your own so the issue won't be replicated in the future.

I really don't want to continue seeking a resolution, but I am inspired to help you do the right thing for your customers.

Thanks for your consideration,

Moderator Edit: Personal info removed

[LizzyFitbit]

Hi everyone.

Thanks for getting back and sharing that you've tried so far. I'm sorry for the issues that you've had with your Luxe and appreciate the time taken while sharing your feedback. Please know our team will continue working on our devices to improve the experience with them

@GraceBurns Because you have an iPhone, did you also make sure to check your phone, Fitbit app and tracker's settings? Please note it's required to have the Show Previews set to Always or When Unlocked, as well as the Notifications Center turn On in order to receive notifications on your tracker. To check this, go to your phone's settings > Notifications and tap the name of the app to verify those settings.

@Cubby12 Just to confirm, do you have a Samsung Flip or Fold phone? If that's correct, I'd recommend subscribing to this other thread so you can receive any new update related to this situation.

@doncristobal78 Thanks for the detailed information, and I'm sorry for this inconvenience. Before anything else, let me explain our team handles every case individually and based on our Warranty Policy. I see where you're coming from and while I don't have access to your case, my best advice is to start a new interaction with our Support team so they can provide you with more information about their resolution.

[GraceBurns]

@LizzyFitbit I was told to check those things with customer service and that still didn’t resolve the problems. It would be nice if Fitbit would make sure that their software works on iOS 16 because that’s what most phones either have already or are updating to. I have had a fitbit for several years now and have been very disappointed to see the level gone down considering what fitbit was at a couple of years ago. 

[neershashi]

@LizzyFitbit I'm using my Luxe on a OnePlus Android 13 device and post the update, my luxe shuts down randomly and I have to connect it to the charger every time to fire it up. I have tried all the troubleshooting tips, but none are working. Do let me know a solution for my case!

[psneed]

I am also using the OnePlus Android version 11 and have to use the charger to get it to sync

[wei_surf]

Have been facing Sleep tracking issues since this update:

Am very lucky that my problems are not half as serious as many other users’ reported here.. but my recent sleep reports show a simplified chart that claims my ‘tracker couldn’t get a consistent heart rate reading while I slept’.

This has never been the case before this update. Tried the troubleshooting tip of wearing it more snugly / higher above my wrist bone to no avail.

Just tried Restarting it, but shall have to wait till after tonight to see if it works.

Anyone knows if there is any way of rolling back the firmware to a previous version?

With much thanks,

wei

[LizzyFitbit · Accepted solution]

Hi everyone, and welcome to our new members.

Hey everyone! First off, I wanted to thank you all for your participation in this thread. Secondly, since all our Luxe users have received the Firmware Update 20001.188.58, I am closing this thread. If you still have not updated your tracker, check out this post for some best practices on how to update your device.

If you are experiencing an issue with your Luxe unrelated to the firmware-up process, I invite you to start a new topic on the Help Forums or find a related topic. Thanks again for all feedback on this release.