Luxe touchscreen is unresponsive

[Piratefit]

Problem: Luxe touchscreen not able to scroll. (It DOES detect touch, more on that in a bit). Started yesterday when walking. 

Troubleshooting:

A. I have tried different areas of the screen to make sure it isn't a section of the screen, all areas have the same issue.

B. Checked for firmware updates (none available, currently on 58.20001.188.58

C. Cleaned the contacts both on the watch and for the charging cable (while it was disconnected)

Used the charging cable to perform the reset by pressing the button 3 times slowly:

       1) There is no "buzz" after each button press, only after the third button press,

       2) After the "buzz" the Fitbit logo will come up shortly.

       3) After the Fitbit logo disappears a basic battery level screen shows.

           -Reported battery levels seem to be all over the place, I can reset the watch five times in a minute and get 100%, 70%, 65%, 80%, 73% in that order (its not tied to these numbers but it goes up and down)

       4) If I leave the Luxe on the charger the screen will go black. The only way to get it to display again is another reset.

       5) If I take the Luxe off the charger, and tap the screen it will load the clock.

       6) To keep the clock up I have to tap the screen every second or so. The clock is running, displaying, and updating time during this time. It is also connected to the app during this time and can sync, read heartrate and track steps. 

            -The continual display of the time tells me the touchscreen is working and it is a software issue as the watch understands that a physical action is occurring. 

        7) If I stop tapping, the watch screen will go black. During this time the it also stops tracking and disconnects from the app. The only way to get the screen to display again is another reset.

        😎 While the clock is up, and I'm tapping the screen to keep the clock up, I am able to receive text messages sent to my phone and they will display on screen. 

             - Tapping will only keep the initial message displayed. It does not open the message to read  the entire text of the message (there is a tap to open message displayed on the bottom)

I'd love to do  factory reset, but I can't as that requires the screen to be functional. Why Fitbit continues to not include a hard factory reset option without access to the screen or at the very least within the app (which still would have issues if you can't connect via the app) is beyond me. This is my third Fitbit, I've had two Insipire HR's, both of which had a similar issue where the screen would stop registering touch. I thought the first two were just bad luck, but I am starting to see a pattern here. 

Is there some other way to force factory reset? Maybe some super secret way that I can force flash a bios update?  I just need this thing to work without having to send it in. 

Please help!

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Piratefit. Welcome to the FItbit Community Forums. Thanks for trying to troubleshoot the issue with your Luxe before reaching out. I understand where your concern is coming from. 

I've seen you contacted our Support Team after posting here and they've already assisted you. If you still need help or have any questions/concerns regarding the outcome of your case, please feel free to contact our team back for further assistance.