Luxe hangs and stop working upon changing any setting

[KenTea88]

My Luxe was find until recently. Whenever I change any setting it hangs, the screen blacked out and stop working. Unable to sync with my phone. I will need to reset it by putting it on the charging cable. I have tried restarting and also hard resetting using the button on the charging cable but were of no help to rectify the issue. Would appreciate if anyone can offer any solution. Thank you. 

[FatimaFitbit]

Hi there @KenTea88! A warm welcome to the Fitbit Community!

Thank you for reporting this situation and for all your efforts. 

After you charge your Luxe how long does the battery last until the screen stops working?

I suggest you try to follow the tips from this article: Can I extend my Fitbit device's battery life? 

You could try to set up your device as a new device again. 

[KenTea88]

Thank you FatimaFibit for the advice. Even when my Luxe is fully charged, any change of the setting will hang the watch, watch face dissapear and I need to use the charging cable to restart it; i.e., the fitbit logo will appear and the watch face screen will come on again. I also tried to change the watch face thought it may be the cause. However, it too will hang after the update without showing the new watch face but only staying on the progress bar permanently. I will need to use the charging cable to restart and the fitbit logo will show and followed by the new watch face. Very strange and very frustrating. Is there anything I could do to rectify this? Thanks again for your help. 

[FatimaFitbit]

Hi there @KenTea88! Thank you so much for your response and all your efforts.

Since you have tried the steps and your Luxe still doesn'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.

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

[KenTea88]

Thank you, FatimaFibit. I have filled and submitted the form accordingly. Thanks again for your help.

[calgal63]

Ken, I have had the exact same issues as have others. I spoke to a fitbit rep and did all the resets as prescribed. Since then it has happened two more times within my prior contact. I plan on giving fitbit a call as I have a case number.

[FatimaFitbit]

Hi there!

@KenTea88 Thanks for submitting the form. @calgal63 A warm welcome to the Fitbit Community! 

@calgal63 If the issue continues, my best advice is to keep an open communication with them so they can provide you with more details about your situation and find a solution together.