Luxe is crashing

[blondechick80]

I'm having an issue where I'm tracking on my wrist, and my tracker just locks up gives me a black screen, and is unresponsive. Plugging it in wakes it up, but I still lose what I was tracking and any steps until I can plug in. I started also logging using the app because the tracker was crashing/locking up. I have reset it as suggested in other posts (i.e. using the button on the plug while charging) to no avail- it still crashes. This is just *one* of the many perks since the recent firmware update. I also experience high battery drain, and unresponsive screen as a result.

Moderator Edit: Clarified subject

[Heather-S]

@blondechick80 Assuming you've tried to restart the device and/or performed a factory reset and those didn't work, then I would reach out to Customer Support for additional guidance. 

[MarreFitbit · Accepted solution]

Hi there, @blondechick80. Welcome to the Fitbit Community Forums. Thanks for trying to troubleshoot the issue with your Luxe before reaching out. 

To better assist you, please make sure you've restarted your Fitbit device as suggested here How do I restart my Fitbit device?. If the restart doesn't work try to change your clock face. If this fixes the issue, you can change your clock face back to the original clock face.

As for the battery drain, please see Can I extend my Fitbit device's battery life?

If none of the above works, please follow @Heather-S's advice and chat with us online or give us a call. Click here to get connected.