Luxe no longer activates with wrist movement

[Pash4]

I've been locking my Luxe to swim with it. Not sure if it's related, but it no longer activates on wrist movement. Anyone got any ideas? Thank you

Moderator edit: updated subject for clarity. 

[Pash4]

Was unable to edit, but this is now solved! Thank you.

[TinaGoesHealthy]

I have a similar issue, the device is less responsive to wrist movement. Sometimes it activates sometimes it doesn’t. (50% rate)

I also went swimming but not sure if it is related. 
How did you solve your issue?

[Pash4 · Accepted solution]

I realised that whilst I'd been tapping to turn the lock on and off, I'd turned the responsive setting from automatic to manual! Once that setting was back to automatic, it behaved as normal. Sounds like your issue may be something different though? 

[AndreaFitbit]

Welcome to the Fitbit Community, @Pash4, @TinaGoesHealthy. 

@Pash4, I'm glad to hear that you found the solution for your query.

@TinaGoesHealthy, when do you notice that your Luxe doesn't respond? I shower wearing my Luxe every day and it hasn't affected the wrist movement activation. 

[Pash4]

Ok, so I once again accidentally turned my auto-wake off on my Luxe and this time I can't seem to reactivate it. Am I right that it's double hard tap on the screen that says manual? When I do that though it just flips back to the clock face and does nothing. Anyone got any clues please. 

[TinaGoesHealthy]

Just tap it once. That should do it. Double tapping will always get you back to the clock. 

[Pash4]

Thanks for replying. Sadly a single tap has no impact ☹️

[AndreaFitbit]

Thanks for getting back to us and for your question @Pash4.

I checked on my Luxe and to activate the screen wake: Scroll down the screen and on Active screen select automatic. 

Thank you for your advise @TinaGoesHealthy. 

[Pash4]

Thanks Andrea, So I have been going to Settings, then Displays, then 'Screen Wake'. I'm beginning to think it may be malfunctioning because I have a couple of times managed to shift it to 'Auto' from 'Manual' but it still doesn't activate. I can't see 'Active Screen' on my Luxe.

[AndreaFitbit]

Hi @Pash4. I'm sorry I have my Luxe in Spanish and my translation wasn't right. 

What does your Luxe do when you set Screen wake to auto? Have you tried restarting your device? 

[Pash4]

Thanks everyone for your help. I've passed this over to tech support, as I do now think it is faulty rather than user eror 🙂 

[AndreaFitbit]

Thanks for getting back to us and for letting us know that you've passed this over to tech support @Pash4. I hope it goes well.

If you have time, check out our Health & Wellness board where you can make new friends, create your own topics and find tips, as well as encouragement from other members. Happy stepping!

[Pash4]

Thanks Andrea! It's not going so well, I've called 3 times and sent a video of the problem. In spite of having a case number so I don't have to go back to the beginning again, I was still asked to go through all the diagnostics once again. I've spent about 2 hours trying to get support for this. Do you have any advice? I've been on the instant chat, maybe I'll try asking for a phone call? 

[BTolt]

Finally found it and it worked!

[Pash4]

I contacted support for the 4th time and did get someone who was able to do a factory reset and solve the problem.

[AndreaFitbit]

Thanks for getting back to us @Pash4. I'm glad to hear that a factory reset solved the problem.

@BTolt, good that you found the automatic screen view and that it worked.

If you have time, check out our Health & Wellness board where you can make new friends, create your own topics and find tips, as well as encouragement from other members. Happy stepping!