Aria 2 shows a connection error

[AustinLloyd]

My Aria 2 has been working fine for 4-5 months no problem. It would sync immediately after weighing with the Fitbit app. A few days ago a connection error popped up. I run through WiFi set up, it says connected, the sync timer sign displays, it then comes up with connection error with a sad face. It’s been like this for the past c3 days. I’ve run the WiFi set up 15-20 times, tried pulling out the batteries for 20-30 mins, still same problem. That said, each day at c430am BST it syncs and updates my Fitbit app. Can you please investigate and or let me know what I can do to remedy. Thanks 

Moderator edit: updated subject for clarity

[gladtobe]

Bought mine this week and has never worked as it should. 

Mine has 'Connection error after it gives me all the stats and tries to sync. At around midnight every day it is syncing the results to the app, but it doesn't do it at the point of weighing. 

So a connection is working, albeit once per day. This is madness and has caused loads of rows. If someone doesn't come back with a fix the scales are going back

[Dannyr95]

This is the exact same issue I have been having. I've had a discussion with FitBit support and they asked for screenshots of my internet settings and they couldn't make any suggestions based on them.

They've now said they'd like to discuss warranty options. I've not even had it 2 weeks so I'm not accepting a refurbished one from them and secondly, I borrowed a friends to check if I'd get the same issue and I did so I have no doubt a replacement would also have this issue.

I really want it to work, I love FitBit products in general, but this is a massive inconvenience. It worked fine for maybe the first 6 days.

The last thing I've tried was to add a rule to by internet settings that forces the MAC address related to the Aria 2 to be on 2.4 GHz since it doesn't support 5.0 GHz. Not sure of the results yet, seem mixed.

I have a Virgin Media WiFi Hub, it's no random brand. One of the big 3 broadband suppliers. If they can't be compatible with them then what hope is there?

Similar to you, mine also syncs at certain times. 6am and 12pm as well as certain times in the evening although I've not noted what they are.

I had been wanting an Aria for ages, trying to justify the price for a scale to myself and eventually I went and got it. I'm so close to returning it. The overall product is fine but the WiFi ruins it.

[JuanJoFitbit]

@AustinLloyd Welcome to our Fitbit Community! I'm sorry for the late response. However, I want to follow up on your case and would like to know more details about the error message  What's the error message that your Aria is displaying? By the way, thank you for troubleshooting this issue before contacting the forums.

@gladtobe Thank you for joining us in this thread! I would like to know if you have made changes to your network (WiFi password, router or router settings).

@Dannyr95 Welcome aboard to the Fitbit forums! I'm sorry to hear that your Aria 2 is also experiencing syncing issues. I would like to follow up and would like to know if our Support team provided a solution after you contacted our forums.

See you all later! 

[gladtobe]

Afraid that as someone who works in IT and a hubby who is a tech specialist
there is nothing wrong with our set up.

Afraid Aria has been sent back and bought a Renpho for £33 that uses
Bluetooth and works every time. Much better I am afraid


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Moderator edit: personal info removed

[JuanJoFitbit]

@gladtobe I'm sorry to hear that you decided to return the Aria 2 and I'm also sorry about the experience you had with it. I appreciate your feedback and comments about this.

Don't hesitate to get back if you have any questions!

[AustinLloyd]

Thanks for your response. I don't have a solution for this issue, it is ongoing. The error received is Connect Error - WiFi icon with an X - sad face that I then goes to sleep. I haven't made any changes to my router or password etc, the router has been in operation for c2 years, it's virgin fibre. My scars are Aria 2 in white, working fine since May, connection error is recent and unprovoked :o( Scales still sync once per day late at night. All other devices connected to home hub are working as normal. Your support to rectify would be appreciated. Btw my Fitbit account linked to scare and charge 2 are different incase u need to trace/check. Let me know if you need it (although linked to the same email account). Thanks 

[Gforce4n6]

I am getting the same error except mine has only synced one time. I even changed the name of the network, deleted and re-added  the device, reset my modem, took batteries out, pressed the button next to the batteries, etc. I don’t know what else to do. I’ve had my device for less than 24 hours so I won’t accept a refurbished one. Please fix the issue, I really wanted to like this scale 

[Ronaldosung]

hihi i just bought aria2 today. it'd already completed set up wifi but it's not synced with 'connection error' message. How can i fix this? is hardware issue? or software issue? cause i will change the new one in 7 day guarantee if cause from hardware.

[AustinLloyd]

After weighing, results are displayed, shows syncing bar, sad face pops up with wi-fi sign with an X, then error message reads - CONNECTION ERROR -  face reappears and goes to sleep.

Have reset factory settings and removed device from app.

Reinstalled from scratch. Setup accepts 4 digit code. Device links to WiFi and shows a tick on screen. At this time it stamps a sync time on the app. 

I then weigh and the same issues repeats, stating CONNECTION ERROR.

The scale consistently updates/syncs with the app between 4-5am each day.

Please help or direct me to someone that can.

Thanks 

[DramaQueenDiva]

I don't know how much this would help, but you can read more about connection errors here.

[JuanJoFitbit]

@AustinLloyd Thank you for troubleshooting this issue. Please check out your online Dashboard and see if your scale shows the same readings as your Fitbit app and see if the time of the readings appear at the same time. Finally, try the workaround that is listed in the help article shared by @DramaQueenDiva and let me know how it goes.

@Gforce4n6 @Ronaldosung Thank you guys for joining us in this thread and our Fitbit forums! Please try the troubleshooting steps listed in the help article that recommended my friend @DramaQueenDiva. If the issue persists, let me know and I'll be happy to follow up.

See you all later! 

[AustinLloyd]

hello and apologies for the late response. I have tried all of the suggestions in this and previous posts but still the issue continues. Can you please refer this case to the support team as its making my wife and i very sad :o(

[JuanJoFitbit]

@AustinLloyd I'm sorry for the late response also. I would like to follow up and would like to know if the issue persists or if your Aria 2 could connect to your WiFi and if it stopped showing the error message.

Looking forward to your response!

[AustinLloyd]

Hi, yes the problem persists. I weighed at 630am yesterday, the message displayed on my aria2 was connection error. The following day when I checked the app on my phone it shows the aria 2 synced at 00:06 and updated my weight based on the weigh in. Again at 6:30am today I've weighed myself and the same connection error message was displayed. This is the same issue as per my original post the only difference is the time the scales synced has changed over the last few months, but it has only been once per day and not after using the scales.

[Liverpool-Ruth]

Yep! That’s exactly what I’m seeing too.

I guess as long as the scales sync it’s not too bad. 🤷‍:female_sign:

Sent from my iPhone

[Carrie273]

My Aria 2 I have only had for a couple of weeks. It set up Wifi perfectly.  But for the last week and a half I cannot sync, getting the connection error message.  I have restarted the router, live in a one bedroomed flat so no obstructions.  It seems to sync at 1.51am though.  However I want it to do what it is supposed to. It is an expensive bit of kit to not work properly.

If you find a solution let me know! Thanks 🙂

I am also on Virgin Media hub and I am actually wondering if this is the problem as it seems temperamental on what it will and won't let through!

Moderator edit: merged reply

[AustinLloyd]

That is odd and yes you might be right, although I haven't experienced connection issues with any of the other devices I have such as tv, phone, iPads etc - have you?

I agree completely, it's a huge disappointment when things don't work as they should.. out if interest, which broadband provider are you with and which router do you use? I am with virgin media and use the white hub3 router, which I've had for a few years now.

Get Outlook for iOS

Moderator edit: merged reply

[Liverpool-Ruth]

Hi Austin,

no I’m only seeing it with the Aria scales.

i did contact customer support and it looks like it may be the protocol the Virgin hub 3.0 uses. Aria 2 needs 802.11b and the hub uses 802.11ac  - if I’ve remembered that correctly.

i found something on the Virgin Media forum that seems to confirm this.

Apparently the protocol used by the Aria 2 is very old 🤷‍:female_sign:

I guess as long as my scales sync overnight I can live with it.

I’m with Virgin too and recently (last week) changed from the hub 2.0 which worked fine to the 3.0 which has this issue.

Moderator edit: merged reply

[Carrie273]

Hi, nothing else seems to have a problem... although occasionally I have to put phone onto 4g to let's WhatsApp messages through!!