Aria 2 not connecting to WiFi

[yajith]

Hello,

My Aria 2 started having WiFi connectivity issues all of a sudden and no matter what I try it simply fails to connect to the WiFi and sync the data with "CONNECTION ERROR".

I have tried resetting the wifi network on the device and also starting over from a factory reset. When setting up from a factory reset the process seem to hang right after accepting bluetooth key and waits with below shown on the app. Scale continue to show the setup URL at this point and when left for ~5 minutes scale screen goes off while the app continue to try the setup indefinitely.

Once I kill the app. and re-open it, I can see the scale added to the account.

At this point I tried manually configuring the WiFi, since the setup never got to that point. Manually setting up the WiFi settings gets accepted. Then I take a weight again and it goes back to the initial problem of "CONNECTION ERROR".

I have done a lot of things suggested by other forum posts including changing settings on the WiFi including changing the 2.4 Ghz channel to a less busy one in my neighborhood - should have done this ages ago anyway but seem to end up where I started.

Appreciate any advice on anything else I could try. Is there an external factor that I don't know about which could be causing this like FitBit servers having a maintenance as suggested by some of the posts in this forum?

Thank You,

Yajith

[DifficultNerd]

They’re down, but don’t want to admit it publicly. When I was on webchat with them, they told me:

- It’s part of a planned upgrade that they said was completed a day and a half ago

- their upgrades were successful this is a new issue

- there is no reason to tweet an outage because it’s just me

- everyone was told a few days ago that the upgrade was happening 

- there is no service status indicator or page because customers find that confusing

- just try again in a while because there is no ETA

- do not reset the scale again because it’s definitely server side

- have you seen our troubleshooting guide

in that order.

[JuanJoFitbit]

@yajith it's great to see you in our Fitbit Community! I'm happy to assist you with the setup issues that your Aria 2 is experiencing. By the way, thank you for troubleshooting this issue before contacting our forums.

If you haven't done so, please try restarting your router manually. After this, make sure that you are following the setup process as described in this help article. If the issue persists let me know and I'll be happy to proceed accordingly.

@DifficultNerd welcome to our Fitbit forums. Your feedback and comments are greatly appreciated.

I'll be around if any question arises.

[Justincredible]

@JuanJoFitbit I have a similar problem. I have a brand new scale, went through setup and everything works fine, but then after stepping on the scale to get my weight, it tries to sync and gets a connection error. 

Ive tried this setup successfully a few times, but then always get a connection error. 

[JuanJoFitbit]

@Justincredible I'm sorry for the late response. However, since your Aria 2 is also showing the same error message, please let me know if you have made changes to your network (router, router settings or WiFi password).

If no changes have been made, try restarting your router and try the setup process one more time in order to see if the error message disappears.

Let me know how it goes! 😀

[yajith]

Thanks for responding and sorry for the late reply.

@Justincredible hope your device is back to normal now? Only thing I'd suggest is that if your setup completed fine and it is just giving a connection error, don't bother re-configuring / factory resetting the device before giving it a day or two to fix it self. That's probably the only good advice I can give as a newbie to this device and to this forum. Cheers!

My problem fixed itself about a day or more after I reported it and as @DifficultNerd mentioned I suspect it was caused by server side issues on fitbit. Since I'm new to using Aria 2 - only a week since I bought it, I suspected it was a problem at my end so ended up re-configuring my device/re-configuring router etc. and wasting a lot of time for zero gain. 

When it became clear it is not just me having these issues and potentially a server side problem at fitbit, I stopped troubleshooting and left the device as it is and a day later, problem went away. FitBit support later confirmed there was some sync and login issue on the 06/10/2019 at server side too even though I kept hitting the problem a day after or so(could be my timezone). Looks like there are many others who have experienced some sort of issues around at that time https://downdetector.com/status/fitbit/news/265619-problems-at-fitbit

Why can't FitBit notify the users when they have a server issue and tell them to not reconfigure devices / routers etc. when it is clear the problem is elsewhere? 😖😖😖 

It is quite frustrating when you have a brand new device and come up against these type of things as usually last thing you suspect is the brand new device to have a problem. I bet quite a few people had similar issues ended up wasting a lot of time when the best thing they should have done is to just wait it out.

[JuanJoFitbit]

@yajith I totally understand how you feel and I appreciate your feedback and comments since this helps us to keep improving. Your feedback has been sent to our team.