Luxe stopped working altogether

[CarolynCzech]

I followed many instructions on this community forum about updates, switching up different USB ports, even bought a new charger, constantly cleaning my Luxe and for some reason, it will vibrate, then go dead.  I will then do a reset (hitting the button on the charging cable 3 times) and it will come back to life. But the life will only last for maybe 2 or 3 hours.  Again, it will vibrate, then immediately be dead again.

I even went to factory reset, I am still getting the same results.  I will have it on the charger for several hours, will be at 100%, then 2 hours later, I am at 65%. Then it will vibrate and shut completely down!

Along with the tracking device losing it's mind, it's also losing the steps and other exercises that I have done for the week (elliptical, treadmill, walking, etc.).  Oh, forgot to mention, will not pair with my phone until I do a rest with the charger (connecting the watch to the charger and hitting the button 3 times).  

Is there a fix or am I just reading a bunch of fluff?  I have been dealing with this technical, glitchy, moody tracking device for well over 3 weeks.  It's not getting any better.  I have had this unit for just over a year.  I replaced my Fitbit Alta HR with the Luxe and my Alta was reliable, but unfortunately, it wasn't holding a charge anymore.  

Moderator edit: updated subject for clarity. 

[JohnnyRow]

I've read this a few times and know you are frustrated, but still trying to figure out what is the basic thing you are trying to do.

[CarolynCzech]

I want the unit to function like its suppose to.  This Luxe has not functioned properly in about 3 weeks.  It shuts down by itself, it won't hold a charge, now it won't track my steps or workout activities, it loses time. I made sure that it was paired to my smartphone and had the latest version. Was my post not clear enough? I have tried many of the suggested fixes on this forum and they don't work. I am beyond frustrated!  I wasted a lot of time trying to figure this tracker out.  

[HesherGal2]

My Luxe is also experiencing issues similar to what you describe.  I have determined that it "locks up" when something causes it to vibrate (phone call, alarm, etc.).  I have to place it on the USB charger, where it shows briefly the Fitbit logo, then goes to charging (I don't have any buttons to push as you do).  During this charging mode the battery life is not correct, showing far more than it should be.  Then I have to open the phone app and sync it.  If I am lucky everything is correct again.  Some other issues noticed:  If I wait to go through the above for a bit the clock shows the incorrect time when it resets off the charger.  Only a sync will correct the time.  It seem to keep track and update the steps ok.

All of this seems to have started after I did the last update offered this spring!  Hey Fitbit maybe you have a bug??

[jenga555]

YES. I am experiencing the same thing. I complained and Fitbit offered me 35% off a new device because my warranty had expired, but how can I trust that this won't happen again? ☹️

[CarolynCzech]

Like you, I don't know whether or not if I want to replace the Luxe, it may get glitchy again and I don't want to waste anymore time.  The Moderator, JohnnyRow's response did not sit to well with me.  Did he not understand that the Luxe wasn't functioning properly?  I have been doing some research and I am seriously thinking about going with the Garmin brand.  I believe there is some kind of issue with the software and I don't think Fitbit is interested in fixing the bug to make it function like it's suppose to.

[HesherGal2]

An update to my issue above:  I have determined that there is a problem with either the battery or how the Luxe gets information from the battery.  I was forced to do a reset (from the Luxe settings menu) because what I was doing wasn't working.  Upon update it screamed at me that I had only 7% battery.  It had previously said I was at 68%.  After charging it to 100%, I then reset the device. It was 67%.  So I charged it again to 100% and reset it only to have it dropped even lower, into the 50s. Charged again, reset it, and is now at 37%.  It is appearing that it is not only not reporting the battery correctly, but when it is really low (and you don't even know it) a vibrate shoves it down and locks it up.  So I guess my battery is likely shot!  I have had it for a couple of years, so I'm not surprised, but there needs to be a way to replace the battery.

[Judy_Bryant]

I have had my Luxe for two years. The first year it would shut down every once in a while and the reset with the charger would work for a long time. The past couple of weeks it has randomly been shutting down every few days. I first thought it was because I hadn't synced it enough. But today I synced it several times and it still died. It is very annoying. I really like my Luxe and am upset by this.

[BCS4]

I agree with everything you said about the battery- mine is the same- but it did not act like this until the last update! I charge to 100% & within a day my luxe shuts off. Plug it in - shows 50%, restart - shows 25%….

[Judy_Bryant]

Hi Carolyn,

I did the factory reset 43 hours ago and have had no shut offs since. I know you said you did the factory reset. Not sure why it didn't work.  Try again maybe? This is the video that I used: https://www.youtube.com/watch?v=ALWodlCKhu8

[CarolynCzech]

I will try the link when I get home from work.  I have my fingers crossed hoping that this fix works. I have tried almost everything else except for this one.  Thanks for providing me the link.  I will let you know how it works out.

[CarolynCzech]

Hi Judy,

Just did the full factory reset like as in the video you sent.  I will let you know.  Wish me luck 🙂

[jenga555]

I did the factory reset and it seemed promising. Two days later and I'm back to it shutting off every time I go to look at a new notification. 

[CarolynCzech]

Hello Jenga,

My Luxe functioned like it was supposed to for about 25 hours. Was able to get text messages, phone calls and zone minutes.  Than yesterday afternoon, when I reached my 9 hours in a row of 250 steps an hour notification, it shut down. Had to bring back to the charger for another reset.  I truly believe Fitbit has a software bug.  Seems to me that the Fitbit manufacturer is not recognizing that there is problem and don't want to address it.  Overall, I am very disappointed.  I like the size of the watch, it did everything I wanted it to do, but now that it's glitchy, do I really want to invest anymore time? Jury is still out.    

[CarolynCzech]

Hi Judy,

I followed the factory reset as instructed in the link you provided.  The first time,  I reached the Device Information and "Clear User Data", I held the button down for the 3 seconds, but I was not getting a vibration or a "Fitbit" Logo.  The second time around, the 3 Second button would not respond.  So, the third time, I repeated the process, the device did clear, but I made sure kept my finger on the button until the small vibration along with the "Fitbit" logo appeared.

Everything was working like it was supposed to.  I was happier than a woodpecker in a lumberyard. 

After the reset, I had my other half send me text messages and my brother called me and the notifications did not shut down the device.  Went to bed and it tracked my sleeping.  Went to work and it reminded me to a couple of times that I have not reached my 250 steps and to get off my rear and move around.  It gave me the notification that I reached my 250 steps a couple of times.  So far, so good.  Everything seemed so promising.  When I reached the 9 out of 9 hours of 250 steps notification last night, it shut down. Grrrrrrrr!!!!  

Thanks for providing me the link, your link was the most helpful.  

[BCS4]

I AGREE 100% - I did the restart- worked for a day- then I called and did the factory reset-- again- worked for a day. Now my luxe has to be charged every day- and when it is 100% - within a few hours it is down to 30 to 40%- and I have nothing set on it. This never happened until the update- I reported it 3 time- still nothing but they did give a % discount to buy another one. I am with you- what's to say the new one will work if it is a software issue????

[Judy_Bryant]

Hi Carolyn,

I'm so sorry it didn't continue to work for you. I did the factory reset on Sunday (this is now Friday) and I have had no shut downs. However, one major difference  is that I have it set so that I get no notifications, because I don't want to use that feature. Maybe that is where the software glitch is. I do have it set to alert me to get up every hour and that is still working fine for me. What a bummer this seems to be for of many customers. 

[CarolynCzech]

Hi Judy,

It is a bummer and your link that you provided was the most helpful.  I tried again yesterday morning and once I reached 10K steps, it vibrated then shut down again.  So once again, took the Luxe off my wrist and reset the watch.  It took my steps back to 9914.  So once I reached 10K steps again, the watch shut down and brought my steps back to 9925.  

I am going to agree with you that the "Notifications" and or "Goal" achieved such as 10K steps per day is where the software issue is.  I am not the only one complaining of this issue and I am sure its not just happening on the Luxe.  Would be nice if the Fitbit team would address the software issue.