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

[JoN2000]

They have more issues - when i tried to write my response it got overwritten with a request for a survey - i pressed "yes, once i am finished" but it just took me to the survey anyway.

I wonder about the qualitating of their device/applications testing!

[Jems68]

Agree I have tried everyone of these fixes and have had no success. I am tired of spending this much time trying to get the thing to work!

Sent from my iPhone

[Chiparella]

My Luxe has the exact same problems:

Battery level always low. (Charging it several times a day)

Buzzing causes the Luxe to shut down - no syncing until I get home to "reboot" with battery cable

Loses steps in the meantime (I have pics of steps that suddenly vanish after the Luxe turns off and comes back to life with battery connection.)

I now charge when I wake, and before I go walking, and before I go to bed, but it doesn't keep the Luxe from stopping - doesn't seem to be a battery issue, seems like it just shuts off.

Tried to troubleshoot by removing the Luxe and reconnecting it to my iPhone: the first 2 times the Luxe was found but never fully connected. Now I get an immediate message: "Something went wrong Turn on Bluetooth to Allow "Fitbit" to Connect to Accessories." (Abort or Retry.) I've tried Retry 4x now.

This Luxe appears to have been a lemon right form the start.

[Cflip87]

I am also having this same issue, tried factory reset, changing clock faces and it still seems to shut down almost daily and only reset when connected to a charger. 

Had mine for just over two years but the problems have really kicked off over the last few weeks really. 

[WalkingB]

Also having the same issue with my Luxe. About a week ago my Luxe, just out of the blue, while on a 5 mile walk just shut off/down. Of course first thought was it needed charging. However upon returning home and charging it was still at 73%. Since that time, as I walk/jog everyday, my Luxe has continued to shut off in the middle of my workout. This seems to be the only time it does it when I'm in one of exercise modes

[Jems68]

My Luxe has been shutting off daily now. I have tried all of the fixes suggested, however nothing has worked. In fact, it is getting worse instead of better. I don’t have time to sit on a call to customer service. I am extremely frustrated at this point and am about ready to just throw it in the trash!

Sent from my iPhone

[Ringer23]

I spent a couple of hours on a chat and basically feel like its gotten worse.  Same problem others are having with the thing powering off with a full charge and I need to jumpstart it by plugging it in.  Basically worthless for its intended use.  Loses time when off also.  The problems have been going on for too long.  I consider this a defective device.

[Jems68]

Agree! Mine is doing the exact same thing and loses time even when it is still on!

Sent from my iPhone

[LAnnDev]

I want to reiterate that it was a direct phone call and follow-up that made the difference. Not chat. Not just calling once and getting frustrated when the suggested advice didn't work. I stuck to my guns, repeated my issues, let them know that the suggested "fixes" were inadequate, and firmly (but politely) requested satisfactory customer service. It took a few tries, but ultimately was satisfied with the response.

[Jems68]

I don’t have time to spend waiting on hold for customer service and then to have to keep following up with them. As far as I am concerned Fitbit Luxe is defective and I will never buy another one!

Sent from my iPhone

[LAnnDev]

It's up to you. I actually got through to customer service quickly and multi-tasked doing other things if I was on hold, so it wasn't a burden for me. I understand that other people have different availability and experiences. I'm just saying - calling in and explaining the problem to a human being is what ultimately worked. 

[AmmmyV]

LAnnDev - what was the response? I spent a good 45 minutes with customer service a few weeks ago doing all the things (reset, reboot, repairing, etc.) but my Luxe is still shutting off sometimes when it buzzes. I haven’t had time to call back and let them know it is still an issue, which I will do since I don’t want them to think those fixes worked.  

[Jems68]

Exactly. I work full time and am doing a major remodel on my house. I don’t have time to sit for hours on a costumer service call. This watch isn’t that old to be having this many issues.

Sent from my iPhone

[Ringer23]

I guess I don't see the difference between a phone call and an online chat.  The device should work for it's intended purpose without having to invest a lot of time in trying to find a fix by whatever means.  The number of people having problems with the Luxe should indicate a problem with the product and it should not be the responsibility of the customers to invest a lot of time going through steps (literally I was told to walk and count 100 steps to compare with the Fitbit count), as well as clearing all data, resyncing, repairing with the phone, recharging, etc.  I have looked online for solutions, watched YouTube videos and repeated many of the supposed fixes multiple times.  Enough!  We all have other things to do with our time.  I agree, this product has put me off Fitbit as a company.

[WalkingB]

I totally agree with you Ringer23.     I also believe this issue escalated after the most recent Fitbit Update.  As we all know an update was done which also told us that we will need to move Fitbit account to Google Account by 2025 to retain your historical data and continue using your device(s).  

[Jeffnj]

Has happened to me 3 times in a few months. Just woke up today after a 2-3 day “nap”. It feels like the water lock feature is coming on (senses raindrops or perspiration??) but then goes dark and connecting charger useless   I left it off charger last few days and when I put in on today it woke up, showing a 2% charge. Now it’s fully charged and functional again. Maybe it’s got a self preservation feature?

[fairyqiqi]

What are the suggestions they gave you?

[mwbsc]

I'm in the same boat. I've been a Fitbit user since they first came out with the small device you put in you pocket to count steps. Bought every new iteration and have had my Luxe since 2021. It's been great until about 2 months ago. Now, I'm experiencing the same issues as everyone here. Have done the factory reboot; it's not a fix. As others have stated, I don't want to be on the phone endlessly only to have them tell me to do what I've already done. C'mon, Fitbit, issue a fix and update!!

[LAnnDev]

I am not sure what triggered the response, but after a few "back and forth" attempts to "fix" the problem, they finally agreed to replace the device. That ended up being quite the process, with pictures, case numbers, emails, etc., but after 10 to14 days,  I got a new Luxe that works like a charm. If this one "fails" in less than two years like the old one did, I will have at least gotten a total of nearly four years, which feels reasonable to me. As I noted above, I got this result in a live phone call with a live person. My sense is that impersonal "chat" might not have been as effective. 

[Ringer23]

I am a little confused about which person I am replying to, I am hoping all responses are out there for everyone to read.  So, as I understand it, the "best answer" is to waste more time and call Fitbit on the phone, because a "chat" is not good enough and go through a lot more shenanigans and eventually they will  (hopefully) send you a new Luxe and you start over again.  I am glad you got satisfaction LAnnDev, but the rest of us are out here dangling with useless devices.  Thank you for the explanation, I was unaware that you finally got a new Fitbit.  Good luck and I hope your new Luxe works better than the old ones and they find a permanent fix for all of us.  The squeaky wheel gets the grease. It shouldn't be this hard.