Luxe screen going black

[Angie29]

My luxe has recently started going to a black screen even when there is still plenty of battery left the only way I can get it to come back on and start working again it's too attach it to the charger then the logo comes up and it's fine again. Everything else is functioning properly. Has anyone else had this problem ? Can this one be saved ?  Do I just get a new one ? 

Moderator Edit: Clarified subject

[NanaBiker]

That is definitely frustrating. I probably would have thrown the watch across the room! I’m thinking of checking into other types of trackers as well. I’m thinking guess Consumer Reports might be where I start. Thank you for your input.
Sent from my iPhone

[MommaKAC]

Yes, letting consumer reports know about this might get Fitbit to say or do
something. Perhaps a review on their site might prompt a response, if not a
fix so these problems stop happening, so it becomes reliable again.
If the company has stopped supporting it, they need to let us know that in
this chat.

When companies stop supporting products they make it contributes to over
consumption, electronic waste and in the big picture, contributes to global
warming.

Thanks for your feed back.

[Dalmatia]

I am having the same problem that you and others have mentioned. Frequent black screen even with medium battery. It won't charge above 75% and charging is super slow.  I can restart only by plugging in to the charger. Time has been incorrect a few times in the past coulpe weeks and eventually resets. have tried everything that has been recommented on different sites. I also have the latest version of the software. I hope Fitbit is looking into this as I don't want to have to purchase another device -yet. 

[Darenzia]

Same issue. Resetting and changing clock doesn’t work. Clearly this issue was caused by the firmware update.  This is the second Fitbit I’ve had that has done this and the fix is always “buy a new one”.  These devices shouldn’t fail within 2 years.

[Js2222]

I was curious as to whether or not others with the black screen problem are not seeing their sleep & sleep score on their Luxe. I see it in the Fitbit app, but not on the device. I only noticed after someone else posted about having that issue.

[Jenhuph]

Hello!

I reset my Fitbit and it's working fine now. No more black screen, it
wakes up when I swipe the screen as before.

Good luck.

Jen

[Js2222]

Wow, lucky you!! Resetting my Luxe didn’t help. I still receive the black screen at least once daily.

[Darenzia]

Yea, that doesn’t work. Customer service said it’s not

fixable and oh so generously offered me 35% off a new one because it’s conveniently past warranty.  This is the second one I’ve had now die within 2 years.  These things are disposable garbage.

[NanaBiker]

Hi
That is just not right.
Mine was purchased only in June. If this continues I will definitely find a different product line. I didn’t want to do this as I have had Fitbit products since 2015. I prefer reliability!
I’ll keep you posted

Sent from my iPhone

[Js2222]

I just spent 3 hours in chat with Fitbit & they told me what they told you - not fixable but here’s a 35% discount. One of the thing he had me do was change the clock face- it installed it but got the black screen so had to be put on the charger to get the screen visible again. It just makes no sense that Luxe owners are all having this issue at the same time even though some of the Luxes are newer than others.

[Js2222]

But your Luxe is still under warranty, right? So Fitbit should replace it since it is less than a year since you bought it.

[Darenzia]

 Changing the clock face did nothing and incidentally when my first Fitbit I got in 2020, died in 2022, it was for the same reason (that was a charge 4 I think?). Same thing-screen stopped responding, resetting does nothing and was given the whole “try to change the clock face” thing, then the oh well, we can’t do anything here’s a discount on another item that will die prematurely as well. This luxe was from 2022 so it’s out of warranty.

There’s no reason these devices should be bricked after 2 years.

[AprSue]

Hi

I'm having the same problem.  Has been like this for a month or so.  It is extremely frustrating especially when it happens during a walk or workout.  In addition the battery life is erratic, display shows 100% to 75% in mere minutes or very low and back up to 90%+ when I simply connect.  I now charge it every day.  Customer service is of no help.  Apparently they won't assist until I transfer my email to a google account.  My Luxe is two years old; we should not have to replace every two years or get such poor customer service. 

[Js2222]

Wow, sorry to hear that you are having these issues. My battery charge goes wacko too. My luxe was replaced under warranty in August 2022, so I’m not covered under warranty any more either. They tell me this issue (the black non-responsive screen)is not fixable and offered me 35% coupon off a new purchase. I think I will just live with it the way it is. People are having some pairing and syncing problems with the sense and the charge fitbits, so I will have to think hard about what kind of fitness tracker is best for me. In the past I upgraded my Fitbit before they had issues.  My luxe no longer displays sleep & sleep score either, although they are available on the app.

[Js2222]

I’ve had this issue since the end of September. Non-responsive black screen that only turns responsive after being put on the charger.

i finally chatted with support and after 3 hours they told me it couldn’t be fixed and offered me a discount on a new device.

the next day I noticed there was an update for Fitbit app. I installed it and I have had 2 days without the black screen. AND my sleep and sleep score are showing up again on my Luxe instead of showing dashes.

if you haven’t installed the latest update Fitbit 4.29 (42929025), I suggest you try doing that. Hopefully it will resolve your issues too.

[LauraFBLuxe]

I have the same issue on my watch. I’ve just spoken to the helpline and been advised my watch does not have the latest firmware, and it isn’t available due to how old it is. It’s 2.5yrs old! 
I was advised to replace it. Which I won’t be doing - or not with Fitbit!!! 
when I questioned why it wasn’t available, there was no answer. The agent confirmed there was a new update, but that it just wasn’t available for my watch version - so being held back basically. It’s disgusting. I only purchased this watch 2.5yrs ago, conveniently problems started just outside of warranty…. What a coincidence!

[KikuC]

Please can you tell me how I can get this update?  I’ve looked on my iPhone as well as on the Fitbit app on my phone & even searched Safari.  There doesn’t seem any button to click for updates.  On my phone I always get a msg when updates are due & it says when your phone is connected for charging update will be installed.  But here there is nothing.  My watch is not that old.  Bought in Jan2023 & from all the comments, they don’t bother with customer service.  

also can anyone suggest a similar make with a slimline tracker watch?  I don’t want to get another Fitbit 

[NanaBiker]

Hi
I too need update info! My Fitbit was purchased in June 2024. I’ll be looking for a different type as well
Thx!
Sent from my iPhone

[KikuC]

I agree.  I loved my Fitbit Luxe, slim & small, as I have small wrists & can’t wear the square or round ones, but since last month I have had same problems.  Starts up only when you connect to charger, battery shows high level, but when you wear it for a few hours, the screen goes black & you can’t even see the time, let alone steps or sleep score etc.  

like you I don’t want another Fitbit having read all comments here.  But would love it if someone can suggest another make but not very expensive.  Thanks 

[AprSue]

Hi Js2222,  thanks for the tip regarding the update 4.29.  Unfortunately it did not work for me.  Screen went black twice this morning already.  This will be my last Fitbit.