Notifications are not coming through my Luxe

[Knittingpaws]

My Lux will not connect to my Bluetooth on my Pixel 6. It paired and connected fine initially but now it is paired but not connected. Data is syncing to the app just fine but it won't show messages or incoming calls which is really important to me. I tried having Bluetooth forget the lux and reinstalled it, shutting the phone down and restarting and removing other devices. Nothing is working. I've looked all through the phone and the apps settings and still can't get anything to work. Help! 

Moderator Edit: Clarified subject

[NellyG]

Hi @Knittingpaws  Try going to bluetooth and removing the Luxe from the paired list, turn bluetooth off and restart your phone. Turn bluetooth back on, but don't try to pair the Luxe. Restart your Luxe a few times and then try syncing. If you are still not receiving messages try uninstalling the Fitbit app on your phone then reinstall and log back into the app. Hopefully one of those will work for you. 

On my phone (a Samsung) when I am paired but not connected a pop up asks me if I want to connect. Does your pixel usually do this?

The last thing I can think of to try is setting up your Luxe again as a new device (go to your account in the app and click set up a device and follow the prompts)

Let me know how you go.

[MarreFitbit]

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

If you're getting this error message “Notification service is not running. A phone restart is required to re-enable notifications on your tracker”, please note that we’re aware of it and are working to identify a resolution as quickly as possible.

I'm aware that you have a Pixel, but the following steps work for Huawei users, yours still an Android device so I'd give them a shot:

1. On your phone, open the Settings app > Apps and notifications > Apps.
2. Tap Fitbit > Battery.
3. Turn off the Power-intensive prompt option.
4. Tap Launch.
5. Turn off the Manage automatically option, and turn on the Auto-launch, Secondary launch, and Run in background options.
6. Tap OK.

Note that you may see a message on your phone related to power consumption and apps scanning in the background. If you follow the steps in this message, the Fitbit app can’t run in the background and certain features may not work properly. Repeat the steps above to enable the Fitbit app to run in the background.

Hope that helps.

[Knittingpaws]

I've now tried everything suggested in this forum and I still can't get the Lux to connect to Bluetooth. It will pair but it won't connect. 

[MarreFitbit]

@Knittingpaws I appreciate you had followed the tips and recommendations provided above.

At this moment, I’ve reached the limits of what I can do for you here on the public community forums. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

We hope your issue is solved soon. 

[Xof]

Have you tried to see how your Luxe behaves if it is on the charging cable? I have the same issue as you (pairs, does not connect) and the only way to make it work is to have it on charge. Not convenient as it's supposed to stay on your wrist, but that could help identify what the issue is (though the help desk could only offer me an exchange).

Hope that helps!