Luxe Screen Unresponsive

[Julius1010]

Hello, in the last few days my Luxe has become unresponsive.

Despite being fully charged, the display only shows the clock face but scrolling not possible.

There is no visible damage to the face and it is still syncing with my phone.

The device is less than a year old.

Any suggestions?

[FatimaFitbit]

Hi there @Julius1010! A warm welcome to the Fitbit Community!

Thank you so much for letting us know about this situation and for all your efforts.

I suggest you try to restart your Luxe this way:

1. Connect your device to the charging cable. 
2. Press the button located on the flat end of the charger 3 times with one-second pause between each press. Then wait 10 seconds or until the Fitbit logo appears.
3. You can also restart your device in another way. Disconnect the device from the charging cable, wait one second, then reconnect. Repeat this process 3 times within an 8-second interval. After that, wait 10 seconds for the device to restart.

Then please try to change the clock face. 

[MaiaGabs]

Same here

[MaiaGabs]

The reset didn't work. I let it drain of power and restarted after recharging. But had same problem. Screen is unresponsive.

[FatimaFitbit]

Hi there @MaiaGabs! A warm welcome to the Fitbit Community!

Thank you for letting us know that you're having the same situation and for your efforts.

Have you tried to change the clock face too?

[Julius1010]

Hi FatimaFitbit,

Thank you for your advice.

I tried the restart and changed the clock face but unfortunately the display is still in response once the clock display alights. It doesn't scroll.

What else can I do?

[MKLMama]

Hi,

I'm having the exact same issue with my Luxe. I have done multiple resets, changed the clock face, reinstalled/updated the app, restarted my phone...nothing is working. Please help!!

Thanks in advance.

[FatimaFitbit · Accepted solution]

Hi there @Julius1010 and @MKLMama! A warm welcome to the Fitbit Community!

Thank you for letting us know that your Luxes aren't responding and for all your efforts.

Since you have tried the steps and your Luxes still don't work, I need more information from you, which is best shared privately. I am sharing a link to a form for you to fill out here @Julius1010 and @MKLMama here.

This form is for you only, so let me know when you have completed it.

[Wig93]

Hi there, I’m having the same issues as above and have tried all of the resets and changing the clock face but I just get a bright white screen and then a blank screen. The red sensor lights on the back don’t come on either. Please may you help? Or send me a form to help please?

Many thanks!

[FatimaFitbit]

Hi there @Wig93! A warm welcome to the Fitbit Community!

Thank you for sharing with us that you're having the same situation and for all your efforts.

Of course, here is the link for you. (This form is for you only). Let me know when you have completed it.

[Wig93]

Form completed, thank you! Any help will be massively appreciated. I feel lost without it!