Luxe keeps turning off and battery percentage on the device and app doesn't match

[RamRag]

Hi there

Two issues that started at the same time, it’s now been more than a month. 

1) device keeps turning off randomly 2) device shows 65% right now, app shows 34%. Keeps happening. Problem 

Moderator Edit: Clarified subject

[Stevecole]

Update…. 4.02.1 version of  app seems to improve my battery sync issues. Cleared cache in app and did the “buttton on charger cable” reset . Now 5 days without freeze up. Also using a older <500 ml amp charger seems to help. 

[AirWhateva]

Hey there I've had my luxe for 2 years now and all the sudden it's **ahem**ting to bed. It worked perfect before the update and now it won't stay running for a while day! I'm so pissed. It shuts off like it's dead at 40% or 65 or 53% !! There's thousands of people complaining about the same issue. Do we have to go to the news to let people know NOT to buy any of these products for cmas?  What are the devs going to do to fix this issue??  

Please respond today or BAD / do not buy product reviews are going up!! 

[Stevecole]

… count me in as 1 of the 1,000’s with same problem. My screen goes dark just as you describe. Put on the charger to resurrect. Then Luxe goes to battery charge mode screen , reads 34% for over an hour. Then I do charger button reset. On reset the screen reads 83%. Love my Fitbit. Been Fitbit customer since 2009. Want to remain loyal like you, but  Fitbit customer service told me “nothing more we can do, have nice rest of your day”. 

[AirWhateva]

Hey Steve,  it seems like support is out to lunch,  yours is the only response I've gotten!  Today when I plugged in my watch it said it was 2 days ago even tho it did work yesterday, isn't that weird? And the charge went from 97% to 93% while it was still plugged in!

Have you tried the survey? It seems to center in faulty products and if I would ask for a refund!  I wish I was still in the refund time frame..  

Good luck to you et all

[Sheila60]

I am curious how Fitbit users will be notified if, and when, this problem is corrected since so many users are having the same issue. Also wonder what product others are considering switching to. Like so many, I have been a loyal Fitbit user for years (creature of habit I guess and hate change) but want a product that is reliable and doesn't shut off mid-workout. 

[Stevecole]

Tell me more about survey. Have not done a survey. I do have an open help case.  Which has resulted in 2 times I heard …. “may I put you on hold” and the call center person came back with… “ nothing else we can do , have nice rest of your day”. To your question, I have only had Fitbits so not sure what I will do. For now I am going to nurse my Luxe and hope for a software fix. 

[LauraRoyHol]

It appears from the chat that Fitbit is not offering any support on this issue, which I, too, am experiencing.  Randomly get a black screen, charging amounts not matching up or showing not charged when just charged yesterday.  This is frustrating to see so many with the same issues and no resolve.  You could say you're working on it and ask us to hang in there.  I have enjoyed and relied on my Fitbit for years and didn't want the Apple product but you are leaving us no choice.

Please reply and save us!

[LauraRoyHol]

Hi Steve,

how did you clear your cache?

[LauraRoyHol]

Update: I contacted support and got right through.  Their fix after the normal, clean your watch receptors and re-start the device, was to, of all weird things, change your watch interface in the settings icon in the app.  Yes, change how your watch looks on your Luxe by choosing another screen look. Then let it drain down to 0% and recharge.  I'll let you know how it goes. :>)

[Sheila60]

Bravo! Well written explaining what's happening with our fitbits. Mine turned off while walking on treadmill this morning. I rushed upstairs to plug it in and it showed 86% battery life. What?! Come on fitbit... get this fixed! 

[AirWhateva]

Hi Laura, thanks for your update! I'm going to try that.

Hey Steve *wave* did you try this? 

The survey I did was at the help page here. I went through the app to the help section and the survey was there to click on. It was by google. It asked if I minded if different things were wrong with my watch and if I would ask for a refund, but about several different issues, presumably about different watch styles.

I have really liked this watch mostly because it's not an A product, but if this doesn't help I'll go to G land 😉

[Cflip87]

I have tried this already and it still shuts down and plays up with syncing. It is so frustrating!!

[RamRag]

I’ve done this about 4 times.
No luck.
Let us know anyway!

Ramya


Sent on the go...!

[Stevecole]

I’m android guy.  So opened setting , apps, clear cache.  If you are Apple os, I think only way is to remove the app and reinstall. 

[Stevecole]

No go…. I did that a month ago. Went to a different screen. Problem followed. So , Fitbit support not correct. 

[Stevecole]

Agree on Apple . Albeit, love my Mac Air  OS. But android phone for me since day one.  I own Pixel 6. Best phone I ever owned. Pixel watch is nice, but sooo big.

[LauraRoyHol]

Yeah, it appears that this "fix" did not work.  The watch went black, and when I went to charge it, it said 53%, the app says battery dead.  Ugh.

[Karenb29765]

Same issue for me - I thought it was just me until I logged on here and see many have the exact same issue. I’ve used Fitbit for years this is my third and I love it but unless this can be resolved it’s unusable- I’m away and forgot my charger and battery is about 50% but I can’t synch it or turn it on so totally useless until I return home and go recharge and watch random battery levels show! Come on Fitbit this is obviously an issue that needs resolving before you start to lose loyal customers!

[Stevecole]

Update to all.   The "continuum" clock face seems to be the most stable for me.  I have tried several diff clock faces (per suggestion from Help Desk).  Not a fix the problem we are all having, but the "Continnum" goes the longest between lock ups. Posting for groups awareness only.

[kw24]

Same problem