Luxe GPS connectivity issues

[PurrPrinThom]

Hi all! I got a Luxe last week after having my Alta for four years. I'm really happy with the majority of the features and haven't had any major issues.

The only persistent problem is that the Luxe only has GPS signal at my house and about 200m from the house.

I always have my phone with me when I go on runs, so that's not the issue. I always sync the Luxe prior to going to make sure it's connected to the Fitbit app.

I thought maybe there was an issue with my phone's location services, despite not having had issues before. That also doesn't appear to be the case as I'm able to record accurate GPS data in the Fitbit app for the duration of my run without issue, while the Luxe still lost connection 200m from the house. The trouble then, of course, is that I have two activities in the app for the same run - one with GPS and one with heart rate data.

I then thought that maybe having the Fitbit app recording GPS at the same time was the issue as maybe the Luxe couldn't sync, but despite being able to sync and having accurate GPS location in the Fitbit app, in the Strava app and in Google Maps, Luxe couldn't find a GPS signal until I was once again within 200m of the house.

I'm at a loss for ideas and haven't found anything on the forums or elsewhere online so I thought I would post here and see if anyone has any ideas!

Moderator Edit: Clarified subject

[SunsetRunner]

I tried that too, no luck. GPS just keeps disconnecting. I have yet to be contacted after my issue was escalated, so I'm just going to bring the Luxe back to Best Buy; they have a 30 day return policy. Not impressed by the level of customer support from fitbit.

[PurrPrinThom]

Yeah it's unfortunate that the only response from @MarreFitbit wasn't helpful, and you haven't been able to get a solution. My issue is half resolved, at least. But it's not as if FitBit support has provided a full fix, or warned us ahead of time that headphones can't also be connected in order for GPS to work.

I'm sorry you'll be returning, but I totally get it.

[SunsetRunner]

Thanks, hopefully an update is all it takes to fix the rest of your issues. 

[SilviaFitbit]

@PurrPrinThom, @SunsetRunner and @pcoloma Hi there.

Thanks for the troubleshooting performed prior to posting. I merged your posts here, in an effort to keep the forums organized. 

I appreciate the detailed information shared. I see where your disappointment is coming from. Your reports have been shared with my team and they will further investigate it. Your patience and understanding is appreciated while more updates are shared. 

[NYGardener]

Huawei is banned in the United States. It’s not illegal to own one of their phones but Google and all other US companies are prohibited by law from doing business with them. That’s why they have a proprietary OS and GPS doesn’t work, and why they aren’t compatible with Fitbit. 

[jennyfromutah]

Hi @SilviaFitbit, has there been any update or solution to this in the past year? I have had the same issues for several months and was hoping there would be a solution at the end of all this troubleshooting.

Thanks @PurrPrinThom and @SunsetRunner for validating my sanity, at least it's not just me! 

[PurrPrinThom]

I've never gotten a solution and it's still a problem. It did improve at some point (I don't remember exactly when) and I was able to track some runs. But it's not consistent at all. I can walk/run the same route every day and maybe 10% of the time there will be GPS data. My phone still can track it perfectly, but the Luxe will just randomly lose GPS signal, or never start it.