Luxe is unresponsive

[Cheway]

It's a unless fitbit luxe tracker, with a full charge it goes unresponsive after putting on my wrist for a minute plus.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Cheway. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention. I'm sorry to hear that your Luxe gets unresponsive after removing it from the charger. I understand your concern, I will do my best to help you with this!

I've seen you contacted our Support Team just right after posting here and they've already assisted you. If you have any questions regarding the outcome of your case, please don't hesitate to reach out to our team again. Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly. 

Thanks in advance! 

[RHall381]

Mine is doing the same thing. It seems fine when it's on the charger but when I take it off, it doesn't want to wake, and I am not getting any sleep data updates.

[MarreFitbit]

Hi there, @RHall381. Thanks for stopping by in the Fitbit Community Forums. I appreciate the details provided in your post, I understand your concern. I will do my best to help you! 

Have you made sure if your Luxe is charging properly? For how long you charged your Luxe? If you haven't done so yet, I'd recommend taking a look at this help article Why isn't my Fitbit device's battery charging?

If the issue persists, please try the steps below:

1. From the Today tab in the Fitbit app, tap the devices icon at the top-left corner.
2. Tap your Fitbit device image. 
3. Near the bottom of the page, tap Sync Now.

If the above doesn't work, please restart your Fitbit device as suggested here How do I restart my Fitbit device? Note: Restarting the device doesn’t delete any data. 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. 

Regarding your sleep data, may I know if the data is missing from your Luxe itself or in the Fitbit app? Please make sure to take these factors into consideration to make sure you receive your sleep data Why don't I see sleep stages today? 

[suenieu]

Same with mine.  I didn't use it for a while after I got it, and when I went to charge it, it would appear to be charged, but after taking it off the charger, it had nothing.

[suenieu]

Same.  Once off the charger, it doesn't hold a charge.  Very disappointing.

[janetl6qe]

I have the same problem - started c3 weeks ago. I have followed all these suggestions but although it says fully charged within a few minutes of being off charge it is unresponsive and doesn’t record any data.