Luxe screen stays black

[lmulder]

My Fitbit is two weeks mine and unfortunately it is out of order. I did reset it already a few times, but the situation with my Fitbit is becoming worse. The screen stays black .. What to do????

Moderator edit:  updated subject for clarity

[JuanFitbit]

@lmulder , A warm welcome to the Community! Thank you for your message and efforts. 

Could you please elaborate and provide more information about the situation on your Luxe?

Does the green LEDs blink?

When restarting it, what do you see on the Display?

Does it sync with your app?

When plugging it to charge, what do you see on the Display?

How did you tried to reset it?

The more you can describe the better can the Community understand your situation and help further. 

[lmulder]

Hi Juan, thanks for your reply! I will try to describe the complete situation.

After wearing my new Fitbit for one week, I woke up one morning and the screen was fully green. After a few hours it turned normal and my Fitbit worked normal again. Later on, every now and then there came some green stripes and thereafter the screen turned fully green again. I did a hard reset with pushing the little button on the charger three times.

Thereafter my Fitbit worked normally, but after one day the screen was black. That was yesterday. After a few hours it worked again, but later the screen turned black again up to now. I charged my Fitbit, I did the hard reset again, but the screen stays fully black. 

It does synchronize with the app! 

Looking forward to hearing from you!

[Ruth1967]

I have had mine for 3 weeks - Christmas present. All worked fine until suddenly today when I  noticed  my Luxe was not responding to taps.  no screen, not responding to taps, but syncing and occasionally buzzing).  I got faint blue horizontal lines on the display.  I tried the reset button on the USB adapter 3 times (1 second in between each press).  The Fitbit buzzes,   I have done this repeatedly and cannot get the Fitbit to power back on. I have held the button on the USB cable in for 10 seconds, released and get nothing - the device does not respond to attempts to connect.  The Fitbit app just prompts me to charge it.    Is this thing dead after just three weeks?  My previous one lasted 6 years before it died, so I don't expect this one to last forever, but 3 weeks????

[JuanFitbit]

@Ruth1967 , Thank you for your message and efforts. Our team informed me that you already contacted them. You should have received an email from our team.  If you cannot see it on your inbox, verify the Spam/Junk folder. 

Too avoid confusions, keep working with Support, for any questions regarding your case. 

@lmulder , Thank you for your answer and further description. 

I've notified our team and you'll receive further support by them via email .

Keep an eye open on your inbox. 

[PatriciaPGH]

I just had the exact same thing happen to me when I did the update. I opened it on Christmas and January 18 it stopped working after doing the update. I had a call with tech support Jan. 18 who said in 24-hours I'd have a response from the warranty case review. Still waiting. The thing didn't even last 1 month. What the heck? 

[PatriciaPGH]

I have the same problem as Ruth1967.

[Madeleine__]

Hello, same problem for me yesterday 01/19/2023 with my Fitbit Luxe: black screen with horizontal bands of several colors, especially green bands.
The watch continued to work: steps and heart rate were well taken into account in the Fitbit app.
Yesterday, I did several resets with the charging cable and several clock face changes without success.
But this morning, the normal display reappeared.

I hope this problem will not start again and that my watch is not defective !!!.

I haven't had an update request.
Is there an update being rolled out for the Fitbit Luxe?

[PatriciaPGH]

Glad yours came back to you. Last I remember it completed the update then never worked right again. I'm hoping it was the update but if it can't reset then mine is sunk. I keep trying to do a reset though. So disappointing. I really liked this version. 😞

[JuanFitbit]

@PatriciaPGH @Madeleine__ , Thank you for sharing your experiences

@PatriciaPGH , Our team informed me that you already contacted them. Keep working with them if you need further assistance, to avoid confusions. 

@Madeleine__ If you haven't done so , please contact our team. They'll take care of you  and check if your Luxe has already installed the update. 

Here you'll find our contact info . 

[Madeleine__]

Thank you very much Juan. I checked the firmware version of my watch on the Fitbit app and on the watch. This is build 58.20001.188.58. It was certainly installed on 12/25/2022 when my watch was started.

[ivalpaul]

Dear all I have the same problème. My screen is full y black and no way to restart

i even son not know who I can contact for

teh after sales services. 
My Luxe has been bought in December for Xmas. 
Thank you for the advise 

Val.