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Luxe is stuck on Fitbit logo

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‎05-20-2023 05:53 - last edited on ‎05-21-2023 07:42 by Fitbit Moderator

‎05-20-2023 05:53 - last edited on ‎05-21-2023 07:42 by Fitbit Moderator

Just set up my brand new Luxe, bought directly from FitBit. All paired and set up. However as soon as you unplug the device from the charger, the screen only displays the Fitbit logo and is completely unresponsive to touch. 

I've read through previous articles and have restarted the device and my phone, all updates installed, restarted the app, unpaired & repaired etc. Same thing happens. I can only see clock face and swipe functions when the Luxe is plugged into its charger. As soon as it's unplugged (at 100% charge)... Nothing but the logo. Help please Fitbit or anyone who's experienced the same?! Thanks 

 

Moderator Edit: Clarified subject

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3 REPLIES 3

‎05-20-2023 15:37

‎05-20-2023 15:37

Hi, @Beccamin , did you try just setting it up all over again?  It sounds like something might have gone wrong in the initial set up.

 

Just log into your app and click on the person photo/icon to take you to the Account screen.  Do you see the Luxe there attached to your account?

 

If you don’t see a picture of a Luxe there, then just click on “+ Set up a device”, choose Luxe from the drop down list, and follow the instructions from there.

 

If you do see Luxe, then click on the “+ Set up a device” and choose Luxe from the drop down list.  You will see a message saying “There is already a Luxe connected to your account.  Do you want to replace it?”  Confirm that you do, and continue to follow instructions from there.

 

Hopefully a fresh set up will fix whatever glitches came in on the first set up.  Good luck and let us know how it goes.

Sense, Charge 5, Inspire 2; iOS and Android

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‎05-20-2023 16:06

In response to Julia_G

‎05-20-2023 16:06

Hi Julia, thank you so much for your reply! 

 

However, yes I have already tried removing the device and doing set up again. Same issue 😔

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‎05-21-2023 07:43 - edited ‎05-26-2023 03:53

In response to Beccamin

‎05-21-2023 07:43 - edited ‎05-26-2023 03:53

Hi there, @Beccamin. Welcome to the Fitbit Community Forums. Thanks for trying to troubleshoot the issue with your Luxe. I understand how you must be feeling. @Julia_G Thanks for your help!

I've seen you contacted our Support Team after posting here and they've already assisted you. If you still need help or have any questions/concerns regarding the outcome of your case, please feel free to contact our team back for further assistance.

I hope your issue is solved soon. 

Maria | Community Moderator, Fitbit


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