Luxe won't turn on

[Doodles1234]

I charged my luxe and the screen will not turn on, won’t sync, there are no flashing lights on the wrist side.  I did the troubleshooting- connected to the charger cord, pushed the button on the wire three times, one second apart. Waited ten sec. The logo flashed once then back to nothingness.  Please help. This is only a couple of months old. So disappointed if it has died already! 

Moderator Edit: Clarified subject

[Odyssey13]

Hi @Doodles1234  looks like you've done a few things, so you'll want to get with support. Chat usually is the fastest, when there is someone available.

https://myhelp.fitbit.com/s/support?language=en_US 

[AB-ftbt]

For anyone reading this in the future, I ran into a similar issue and ran similar troubleshoot myself... after only 4 months with the product. In speaking with FitBit support team and trying all of their troubleshoot options, turns out all they can do is send me a new device via warranty. Sure, this solves my problems for now - but it has me wondering will I be back to this post in another 4 months when this next ones falls to the same fate?

[Veittl]

Same happened to me with my Charge 3. I ended up switching to the Luxe and at 11months my Luxe has gone dark and no longer syncs. 

[Doodles1234]

How did/do you charge your devices? Portable charger or with charger plugged into an outlet?


Sent from my iPhone

[LizzyFitbit · Accepted solution]

Hello everyone!

Thank you for sharing your experience and troubleshooting. If your Luxe display is unresponsive, try restarting it by doing the following: 

• Connect your device to the charging cable.
• Press the button located on the flat end of the charger 3 times, pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears. For more information please see How do I restart my Fitbit device?

If the issue persists, please get in touch with our Support team. Hope this helps!

[LovesWords]

This fix worked perfectly for me, thanks.

[LizzyFitbit]

Welcome to the Community, @LovesWords.

You're welcome. I'm glad the steps suggested above worked for you and I hope you can keep enjoying the experience with your Luxe. By the way, let me invite you to visit our Health & Wellness board where you can make new friends and start your own topics. Happy stepping! 😊

[AnnSwanson]

There is not button on my charger? I have the Luxe and got it just 5 months ago. Totally unresponsive now. 

[Odyssey13]

Hi @AnnSwanson  look at the charger your Luxe came with. On the usb end, there is a slender button on the right side when it's plugged in. It's the restart button and most important. Without that button, you can't restart your Luxe.

[LizzyFitbit]

Welcome on board, @AnnSwanson. @Odyssey13 Thanks for your great help.

@AnnSwanson Thanks for joining this thread and your efforts while working on this matter. As our friend mentioned, the button should be on the USB end of your charging cable. Please check this help article to see an image showing the location of the button.

[Pegasus_C]

I've been using FitBit since the first model in 2014.  Never had an issue with any generation until the Luxe.  This exact problem has happened 4 times now.  Waiting for my 3rd replacement.  They never explain what happened; they just replace it because no amount of troubleshooting (in my situation) has ever resolved it.

[LizzyFitbit]

Hi there, @Pegasus_C.

Thanks for taking the time to troubleshoot your Luxe. While I'm glad you received a replacement, I understand where you're coming from and I'm sorry for this situation. Our team constantly works to improve our devices, and the input we receive from our members is a big part of the process.

[Yogi17]

I wish your team worked harder Lizzy! I’ve had one Fitbit since 2018 that lasted beyond the one year warranty. Now my three-month-old Luxe is turning off for no reason and the battery goes from 80% to nothing overnight. I’ll make a claim if resetting it doesn’t help. But I’m

close to buying another brand.

[LizzyFitbit]

Welcome on board, @Yogi17.

Thanks for joining this thread. I understand where you're coming from and I'm sorry you're having this experience with your Luxe. Just to confirm, did anything from your routine changed when this started to happen? I'm asking this as the battery life depends on how frequent certain features, such as Always-On Display.

In addition to the restart, please make sure your tracker is updated to the latest firmware and follow the tips described here to maximize the battery life.

[Yogi17]

My routine did not change.

Sent from my iPad

[LizzyFitbit]

Hi there, @Yogi17.

Thanks for getting back confirming nothing has changed from your end. Because your post didn't mention, please give a try to the steps described in my previous post and let me know how your tracker behaves afterward.

[Crochet4fitness]

I did exactly as you suggested and my luxe will not respond at all. I left it on the charger overnight and tried again, still nothing. I just purchased it a week ago. Need help!!