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]

It doesn't seem like it is an issue with Apple products. It is an issue with Android users. I spoke with support chat again yesterday. They have now pushed me to contact Samsung for a fix. Samsung sent me back to FitBit. They said they do have several open tickets on the issue. Samsung told me that if my Bluetooth can connect to other devices then it is a FitBit issue. Back to square one...ugh!

[wheeldon]

Good luck with, hopefully, joint efforts from both Samsung and Fitbit, and you can fully enjoy your Fitbit Luxe soon.

Sent from my iPhone

[Leni22]

Hi there, I am experiencing exactly the same issues here. It is not working for weeks now (and I tried all troubleshooting advice I could get). So I just cancelled Premium as I see no point in paying for extra service when basics are not working. 

[SunsetRunner]

Exact same issue and severely pissed off. I was thinking of the Oura ring and now will just do it. Good job **ahem**bit! Lousy support and no information and finger pointing equals lost customers. Brilliant!

[rduke982]

FitBit needs better support. They pointed the finger at Samsung. Samsung pointed the finger at FitBit. I'm tired of it.

[Yomaz]

Morning,

I’ve been gifted a new luxe to replace my charge 3, however it won’t install the new update. But having read all the issues is it worth holding off trying anymore until these problems are resolved?

[Cubby12]

Might as well hold off, hopefully they will have a fix soon.



Sent from my T-Mobile 5G Device

[wheeldon]

Hi
That was my reasoning.

Sent from my iPhone

[doncristobal78]

Type of Device: Fitbit Luxe

Type of Phone: iPhone 12 mini, iOS16.1.2, Model Number MG8P3LL/A

Fitbit App Version: 3.72 (installed via auto-update)

Date of Purchase: August 2021

Premium Subscription: Yes

Current Condition: Not Usable

Expected Behavior

When Fitbit makes a new Firmware release available a User will be notified on their phone. If the User chooses to install the Firmware, the device will update and then the device will continue to work as it did previously from the User's perspective.

Actual Behavior

User was notified of the Firmware release on their phone. User installed the Firmware following the prompts. Prompts indicated that the Firmware installed successfully. Within a few hours, while wearing the device the User noticed a circle with a "X" inside it displaying on his device and it did not respond to the User's touch. After contacting support the User has attempted the following:

• Restart the device using the 3 click intervals on the charging cable
• Deleting the Fitbit application and re-installing
• Forgetting the Fitbit bluetooth connection and re-pairing
• Restarting the device from the device itself (during brief moments where the User interface is responsive)
• Deleting the device from the Fitbit application and re-adding it
• Changing the Clock Face

The User has attempted the above repeatedly in various combinations and he continues to experience the following:

• Device fails to sync (intermittent)
• Battery rapidly depletes (sometimes full charge to 5% within 20 minutes, other times within 24 hours)
• Device fails to be responsive unless it is connected to the charger (intermittent, but occurs 90% of the time)
  • User will think it is miraculously fixed, wear it, and then 20 minutes later feels like a idiot for thinking it was fixed when it becomes unresponsive again, and then takes it off wondering how many more hours he will spend trying to fix a problem that might have been prevented with better pre-release testing

Expected Resolution

User is hoping there will be an official message sent or posted for Fitbit customers, especially Premium customers who are paying for a service that does not work, indicating that they acknowledge the issue and whether or not they have an estimated time to resolution. The User does not want to rely on checking message boards to search for hearsay about whether or not Fitbit is attempting to resolve the issue. The User also does not want purchase a new device from Fitbit or from any other company. The User was previously a very happy customer and an advocate for his device and the Premium subscription.

[rduke982]

@doncristobal78, you said it perfectly! I could not have said it better. I'm a very unhappy customer. I still cannot sync my FitBit device. 

[Cubby12]

This update has done nothing to fix the issue connecting to phone with Android 13

[rduke982]

FitBit has had almost 2 months to fix this issue. They must be sitting around doing absolutely nothing because it would be fixed by now. They don't even pay attention to these message boards.

[Jaguar-1]

After I update all notifications on my luxe Fitbit stopped from an iPhone. 
I don’t receive notifications for calls, what’s messages or use the find my phone with luxe!

text messages never worked nor emails :.. rubbish 

[Mfort]

Finally, after almost two weeks, my Luxe updated and now syncs with my Android phone. Happy New Year!

[rduke982]

@Mfort, how? I have been waiting 2 months. What type of Android do you have?

[Cubby12]

I have z flip 4



Sent from my T-Mobile 5G Device

[Cubby12]

What phone do you have?



Sent from my T-Mobile 5G Device

[Mfort]

LG (Android) Just tried, one more time, to turn Bluetooth off, then on, chose Luxe on available devices, and it miraculously updated. 

[doncristobal78]

Hello @LizzyFitbit , have you see my detailed comment near the end of this thread? Please let me know if you need any additional information or whether or not you have any information to add regarding the issue. 

Thanks very much. 

[Cubby12]

That's great, good luck



Sent from my T-Mobile 5G Device