Aria 2 won’t register guest weight

[Hshdhhhhh]

Yesterday, my scales didn’t recognize me and said guest during the weigh in. In went into the app - recent weigh ins, and changed it to me. Today, the scales didn’t recognize me again. I went into recent weigh ins, but this time, there was no guest weight registered. So, I tried three more times and got nothing. 

I then came to the Community to search for help. So far, I’ve tried removing the batteries and stepping on the scales 5 times (6 times, just in case) to recalibrate. Nothing. Tried that again. Nothing. 

I’ve removed the scales from my app and readded them (twice); logged out of the app and back in (6 times); done a hard reset of my device (3 times), and then tried adding the scales again (twice). Tried removing the batteries again, and then stepping on 5 times again. I then got on to my Fitbit account via the web browser, hit the settings cog, gone into my Aria 2 to look for recent weigh ins and possibly change it to me there. However, I can’t find any data about weigh ins on the website. 

It’s been 2.5 hours now, and I’m ready to throw the scales out the window. 

Can anyone advise, please?

_________________________________________________

Update #?? (I've lost track of what number update this is)

Posted my query back in May. Six months later and still NO MEANINGFUL UPDATE from Fitbit. 

Moderator Edit: Updated post. 

[asiayeah]

@stebberg Thanks to fitbit. We are all getting innovative. Yes, I admit I also pushed on the sofa until my Aria 2 recognised me. 

[Cmattke]

Any update on the Aria 2 not allowing guest weighins to be viewed?  It’s been over a month

[RRRize]

Okay, I believe I've figured out the solution to the original Aria scale seeing you as a GUEST instead of as you. Allow me to just briefly summarize my experience before stating the solution.  I believe it will shed light on what might be going on behind the scenes:

I stepped on my Aria on June 7th of 2019 and for some reason I didn't get back on it for the rest of the summer and then of course the pandemic happened in Jan of 2020 and I like most of us went into a new phase of abnormal behaviors. In short, the next time I stepped on my Aria was just a few days ago (July 3rd) a whole whopping 3 years!! But, of course, instead of the scale recognizing me and reconnecting me with my history of recorded body metrics, I was instead confronted with the infamous GUEST.  I thought it was no biggie... just had to remove the scale from the account and then just re-add it - which means re-paiting it and reconnecting it to my WiFi router. That didn't work (by the way if you want to know how to remove the scale from the account, just (1) log into your dashboard on a browser on a computer (2) Click on the SETTINGS COG (little gear looking thing) on the top right of the page. (3) Select ARIA SCALE (4) tap the trash can to the right of your initials.  That's it. It wasn't very clear to me initially, but that's how you remove the scale from your account.

So I removed the scale and then went through the process of adding it again to my account, but, like I said, that didn't fix the GUEST issue.  I then discovered from a few web searches that after re-adding it to the account, weighing myself 5 times consecutively SHOULD recalibrate the scale and fix the GUEST issue.  But, of course that didn't work for me either.  So I started thinking out of the box... I noted that I now weigh 15 pounds more than I did when the scale last recorded me on June 7th 2019. So I wondered if the scale thinks I'm a GUEST because it "expects" me to be the same weight as when it last recorded me?? So this person that it knows was 165 pounds. Seeing someone weighing 180 is someone it does not recognize and therefore assigns it as GUEST.  I put this theory to the test... I put the scale near a door and when I stood on the scale I held the door handle, putting my weight on it and watched the numbers on the scale and adjusted myself to fool the scale that I weighed 169.  When it locked in on 169, it communicated with WIFi and VIOLA!! It recognized me and sent the 169 to my dashboard along with the BMI numbers!

So I called FitBit customer support  and explained all of the above to them.  Lemme just say, the customer support is so brutally awful it's not even funny. But after explaining everything to the rep, she told me she would escalate the issue and that I would hear back from the advanced team. That was July 3rd. I didn't expect to hear from anyone on the 4th but still nothing on the 5th and I don't have hope that I will hear from them anytime soon... or ever.  So this evening I took my experiment to the next level.  I decided to just continue to fool the scale by increasing my weight by small increments till I got really close to 180.  So, I went from 169 then the next one I let it record 172. It recognized me so the next one I let it record 175. It recognized me so the next one I let it record 178. It recognized me! So, then I finally just stood on he scale like normal and allowed it to to record my real weight of 180 and VIOLA!!! It now recognizes me!!! NO MORE GUEST!  So the idea is to just do small incremental weight inputs from the last successful weight of when it recognized you. Crazy, but yeah.  So I deleted all of the fake weight records and just left the last accurate recording (of 180)  just proceed to use the scale as normal now!  There is the work-around fix!!

I really hope this helps some overcome this silly GUEST issue. I find it pretty shameful that this is the way it needs to be resolved and even more shameful that their customer support is so woefully lacking and incompetent. But oh well.

I am seeing another issue, but it is very minor. When I click on the DASHBOARD link when in my account (on a browser on a computer), on the top directly over my tiles, it reads NO DEVICES PAIRED. I've included a screenshot of it.  I am assuming it should be showing my Aria as a paired device?? But it's clear that my Aria is paired because everything is working now - my weight is being recorded from the scale to my account perfectly. It just reads on the dashboard that it is not paired... which is not a big deal I guess, but it's pretty bloody annoying. Just thought I'd share that.

Cheers!

[GordyInMA]

As much as I like and trust Google, they have a nasty habit of initially messing up products by companies they buy out.  In this case, both Nest and Fitbit.  I really like my Aria2, but with Google, it keeps forgetting me whenever I step on it!  Not only that, but the supposed ‘fix’ doesn’t even work!  This is so frustrating!

[GordyInMA]

Unfortunately, this seems to be related to the Google buy out, but as usual, they won’t admit it nor will they even respond!  So… so frustrating!

[JiminMP]

I just read your post. I am also having the same issues. I tried the recalibrating step with no immediate success but went back about 20 minutes later and the scale recognized me. No Body fat % though. Maybe that will finally come around also.

[JiminMP]

Just rechecked and I'm back to Guest status again.😷

Also I did have much confidence that Fitbit support has any idea on how to address the issue. I was informed that  the issue was being escalated and I would be notified by an email. Reading posts, the issue has been going on for a few days with most if not all users and they still don't have a clue|

[andfar]

Hi there

I found a partial workaround.

I had all the issues mentioned here, but after logging my new weight in the app then giving the surface a good clean with isopropyl alcohol, it started to recognise me and gave me the fat%. This does not solve the lack of recent weigh in logging on the app of course.

I had already tried water and soapy water to no avail, use isopropyl alcohol. Maybe acetone would also work. Good luck.

[MadMat]

Apparently mine is working again since 1 hour ago.
I haven't done any specific action
Matteo

[JuanFitbit]

@MadMat , Thank you for confirming that the issue doesn't seem to appear to you again. 

@all Thank you for your comments and your feedback. 
Our team is still looking at what is causing this situation. 

We'll be updating the thread with any update that we receive.

We appreciate your patience and apologize for any inconvenience that this might be causing . 

[AndyH4]

Thanks Juan….  Still not working for me.   I’ve tried resetting the scale, installing the app, even the ‘paper’ trick (lol) but no dice.   Sees me as a guest always and never logs it for me to associate with my account. 

[ceebeeebee]

For anyone who is new coming into this issue, here's the quick summary to
save you time:

There's currently no fix to this problem, if you have an Aria 2, you have
paid for a smart scale that's not smart, if you bought it new return it
ASAP. It's unreal they are selling a product that doesn't work.

Fitbit support has flagged this problem to the engineers with a details of
bug reproduction steps, but there's still no updates from them for months!

With this thread being closed, lack of communication progress, while trying
to hide this issue, my guess is that Fitbit is planning to launch a new
Aria 3 soon and want to drop the support for Aria 2, just like what
happened to Aria 1, they don't want to spend their engineers paid time on
fixing this and instead to wait it out. Which paves the way on existing
customers opinions on purchasing new products.

It's honestly sad to see what Fitbit has turn into over the years since the
buyout. Good luck everyone.

[MAMUS]

Glad you reposted (minus a couple of sentences unacceptable to Fitbit).

[asiayeah]

@ceebeeebee Thank you for your advice. 

[gcpierce]

@JuanFitbit - I don't see how this could possibly be a "best answer" because it is not an answer at all.  It's just a status.  I would expect a "best answer" to include your resolution, not your apology.  I urge you to encourage your superiors to get this resolved.  Thank you for this update.  It's nice to see some Google presence here.

[Aria2guest]

There are a couple threads about the aria 2 no longer recognizing users, identifying you as a guest, and not logging the weight in the app or online so it cannot be reassigned. There has been no resolution to date. I called the help line and was able to quote escalate my concern to a quote supervisor but the lack of appropriate response leaves much to be desired. I started off by letting them know that I have already performed all the playbook steps to resolve the issue on my end over a couple months time and that I know it’s a known issue and just want to know if it’s actively being worked on, or are these scales going to no longer be supported. They still made me go through all the steps, full well knowing there’s no resolution. Just quote I’m so sorry for your inconvenience and I understand your frustration please try again in another week and thank you for your patience. At this point, the scales should be replaced or at the very least a heavy discount on a replacement…although I doubt I would purchase another Fitbit myself. It’s a bit more frustrating for me as I have lost most of my functional vision. I am not able to read the scale. My phone talks to me and I hear my weight through an ifttt applet that syncs my account to Apple health. With the weight not being logged, the scale is of zero function to me. I asked for a replacement or discount on a new item and was told they put my request in the notes. I asked if they are seriously working on a resolution to which they replied yes but had zero timeframe. With that I guess it’s time for a new scale. I understand having an occasional glitch, it happens with everything. At some point too much time has elapsed and customers should not be asked to wait indefinitely. Pretty disappointed in fitbits response to this mishap to be honest. I know products don’t last forever but it’s aggravating that the actual device itself is perfectly fine and the issue is in the handling or I should say mishandling of the data in the cloud

[stebberg]

After 2 days, support asked me to restart my fitbit app on the phone?!?!

[gcpierce]

@ stebberg - curious if restarting your app did anything helpful.

[Edels]

This weighing scales is driving me to drink! I spent a whole evening trying to get it working... Moved house a year ago didn't get around to connecting it to the wifi until now. I was no joke 2 hours trying to connect it to the wifi then after all that it won't recognize me on the scale and I can't see any guest weights! The page is completely blank. I am fit to bin it. Can anyone help please. 

[GLHale]

Standard answer to reboot but to be sure I did try it. It did nothing.