Luxe screen is unresponsive

[katenshw]

I can wake it up by double-tapping, but can't do anything with the screen after that. I've restarted it several times via the charging cable, I just updated it (the problem occurred both before and after the update), I even had the app forget it and set it up again as a new device. Nothing worked. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @katenshw. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Luxe screen is still unresponsive. I will do my best to help you with this!

As a first approach, I'd recommend checking whether your Luxe is in sleep mode. When sleep mode is on:

• Notifications, goal celebrations, and reminders are muted.
• The screen's brightness is set to dim.
• The screen stays dark when you turn your wrist. To wake your tracker, firmly tap the screen twice.
• The sleep mode icon illuminates in quick settings.

If the above doesn't describe your issue, please make sure you've restarted your Fitbit device as suggested here How do I restart my Fitbit device?. 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.