Screen flickering or displaying colored horizontal lines

[Kayla.Lane]

Hi. I got my Luxe in November of 2022, and for the last several weeks, I’ve been having issues with the screen display. The first time it started acting up, it happened during a run that I was tracking, and it suddenly displayed only horizontal lines that were consistent with the colors of the buttons that would typically be on the screen during a run. So instead of a yellow “pause” button and orange “finish” button, there were just thin yellow and orange lines, and I could not see any text at all.

Since then, there are times where the screen will display partially (in the middle only), and then it will flicker either back to the horizontal lines or to everything displaying properly for just a few seconds before it flickers back to lines.

Everything else works fine and it is tracking everything properly, but having the time on my wrist is important to me, and I like to see my pace and distance during runs on my wrist. Plus, I like to have the ability to start recording my run from my watch. 

Solutions I have tried when the screen was momentarily working:

Changing clock face

Restarting the device

Clearing User Data

Disconnecting and reconnecting Bluetooth Removing the Luxe from my Fitbit app and adding it back on

Relaunching the Fitbit App

Restarting my phone (iPhone 6S)

These are all the solutions I found online from other people facing the same issue with the Luxe. I got excited after I removed the Luxe and added it back because for about a minute, the display worked properly, and then it flickered back to displaying partially (part lines, part text, and somewhat dim) in the center, and then back to horizontal lines. It continues to flicker between all these states unpredictably. 

Is there anything else I can do to get it working? If I still can’t get it working, what are my options?

Thank you in advance for any help!

[Odyssey13]

Hi @Kayla.Lane  get with support and tell them all that you've done.

here are the support contacts I've gleaned over the years on the forums.

when there is someone available, chat is an option. Phone or Twitter works well, too.

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

Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

USA: click

Canada: click for options