Luxe is turning off randomly

[LAnnDev]

For the past few weeks, my Luxe has started to power off when I receive a notification with several "buzzes," such as an incoming phone call or when I hit my step goal. It can also happen seemingly randomly and I've started carrying a portable charger with me on my walks so I won't "lose" steps if it decides to power off. If I haven't kept my phone updated with my steps, it will often revert back to an earlier step count when I do power it back on - very frustrating. In addition, when I restart it after a power outage, it sometimes is not giving the right time. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @LAnnDev. Welcome to the Fitbit Community Forums. Thanks for trying to troubleshoot the issue with your Luxe before reaching out. I understand how you must be feeling.

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.

[LAnnDev]

I reset my Luxe and also changed the clockface. It turned off when I hit my step goal and started buzzing. I charged it on, turned the phone notification back on,  tried calling myself from another phone, and it powered off when that notification came in. The multiple buzzes of step goal or phone call notification still causes it to power off. Any other suggestions?

[AmmmyV]

This happening to me too.  Happened 3 times in a row tonight when I hit 150 work minutes (3 times I hit 150 minutes).  It turns back on when I put it on the charger.  It has been doing this for the last 4 or 5 days, but only when working out at either 15o minutes or 10,000 steps

[KAStanley]

Hi have tried these 'fixes' (reset/changing clock face) many times over the last 3 months but they do not make any difference. The switiching off issue persists despite a well changed battery. With no power button on the Luxe, I have also resorted to carrying a portable charger and cable when out exercising just so I can turn it back on again. 

[JoN2000]

I have the same issue, my luxe is not even 2 yesrs old! I have tried all the fixes but nothing works.

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My luxe is doing this too - nothing fixes it - i have tried all your suggestions. It is not even 2 years old. What is going on? 

[rrr7]

I have been having the same problem for several weeks (months?) and have also resorted to carrying a portable battery to connect on the go (which is ridiculous!). In addition to shutting off randomly, the battery is all over the place -- it can go from dead to critical/4% to 100% to 58% to 21% and back again all within a few minutes (i.e. each time I connect or reconnect to the charger), so you never really even know how much charge it might even have. I have also lost countless "steps" and workout and sleep data due to it shutting off without my noticing or while I'm sleeping -- not to mention all of the time spent trying to charge it or checking to see if it's still on. BEYOND frustrating and a phenomenal waste of time and effort, never mind being a horrible customer experience. Fitbit's response (after all of the (useless- sorry, but true) suggestions to restart or change the clock or whatever) has been to offer a 30% discount on a new device -- as it has for the many others who are having these same kinds of battery issues. However these issues have been reported with new devices too, so I'm worried about shelling out for a new device (even discounted) just to have the same issue. These issues are also occurring across devices -- i.e. not just Luxe, not just Versa, etc. -- there's clearly something very wrong with the software (or both software and hardware) that Fitbit needs to address. 

[JoN2000]

I am the same - they did this for my last device. I have heard good things about Garmin, i may look into that instead!

Sent from Outlook for Android<>

[Jems68]

This sounds exactly like the issues I am having with my Luxe. Thank you for posting this. I will never buy Fitbit again. I have not even had mine 2 years. None of the supposed fixes have worked for me either. Very dissatisfied!

[Anteatermiller]

I'm having the same issue with my Luxe shutting off at notifications! Tried all the fixes, contacted support and they ran me thru the same steps I had already done. It's still doing it. Turns off almost every day when it gets down to 95% battery too so I have to plug it in to start it again. I'm thinking there's something wrong with the last update!!!

[Jems68]

Agree! My battery level is all over the place like someone else had mentioned. I feel like Fitbit should have to fix these issues. My Fitbit is only 1.5 years old and has never been treated poorly.



Sent from my iPhone

[AmmmyV]

Has anyone found a fix? I’ve noticed if I turn off my notifications (get up and move, step/minute goals) that it doesn’t shut off.  But this also means I miss a lot of getting up and moving during The day.

[LAnnDev · Accepted solution]

I recommend calling customer service and seeing if they can help. It took a few tries, but they ended up being responsive. 

[Jems68]

Another person had a similar problem and they said all customer service did was offer them 30% off a new FitBit. I’ll never buy another Fitbit! It’s a waste of money if it only lasts less than 2 years. I have tried everything suggested and nothing has fixed my issues.

Sent from my iPhone

[AmmmyV]

I spent a good half hour with customer service today. Recommended fix was to do a factor reset and basically reinstalling it.  I didn’t hit any milestones today, so didn’t trigger the problem (I’ve set my milestones pretty high to stop the shutdowns).  Will let you all know if that fixed it.

if you want to try…on the watch: scroll up to settings, select it. The scroll down to reset (don’t hit the vibrate button as you scroll).  Then you will have to install like it was a new watch (iPhone users will have to ‘forget the device’ in blue tooth settings).   It took several tries for my watch to reconnect, to include turning off my phone, so something definitely is wonky.  

[Jems68]

Yes keep me posted. I did try a factory reset a few weeks ago but either I did it wrong or it didn’t work as I am still having the issues.


Sent from my iPhone

[Dreamcherry]

Did anyone ever find a fix? Mine was doing that for the past few weeks, until this morning when it shut off and never came back on, despite all the necessary troubleshooting. 

[Jems68]

So far none of the suggestions have fixed mine. It’s still doing the shutdown several times a day.

Sent from my iPhone

[LAnnDev]

Have you tried calling customer support to have a conversation with someone? That is what finally helped me. I walked them through all the problems I was having. They made suggestions, I tried them. When the suggestions didn't work, I called back with my case number (which was issued during my first phone call), got more suggestions, etc. I'm not saying it was effortless, but we did reach resolution. 

[JoN2000]

With the nimber of people having this issue they really should just sort out an update. It should not be that everyone has this issue and has to spend ages addressing it. 

Very poor customer services. My husband does not get these issues with his fitbit, which is a different type!!