Luxe won't complete the firmware update

[anathemma]

I tried setting up a new device but it froze while updating (stuck at the middle of the progress bar for over an hour with no change), I tried removing the device, turning bluetooth on and off, resetting the device, but nothing is working and I am very frustrated and out of things to try. Setting it up as a new device isn't working, it's still frozen and my phone isn't able to find it.

Moderator Edit: Clarified subject

[Gr4ndp4]

Hi, @anathemma, welcome to the community, you may find this video helpful.

I note the update starts but then stops, you do not mention the make or model of your mobile phone so for the sake of completeness you should note Fitbit Supported Devices and the OS requirements.

Check the settings in the Fitbit app on your phone, open the app in the app tray on your phone and ensure all permissions are allowed, clear storage & cache, ensure background data & unrestricted data usage are on and unrestricted battery usage is set. This last is necessary because some phones treat the Fitbit app as non-essential and we need it to run constantly in the background.

I hope this helps, let us know how you get on by posting here again.

Cheers

[MarreFitbit]

Hi there, @anathemma. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Luxe before reaching out. I understand how you must be feeling. 

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.

@Gr4ndp4 Thank you so much for your help. 

[anathemma]

Device was defective 😞