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. 

[Bait801]

Has this been resolved.  I haven’t used my aria 2 in over a year but pulled it out and have tried everything to get it going.  I keep getting the guest reading.  I’ve followed every recommendation in these post and no luck. When will this be fixed?  I bought this scale specially to log my weight and automatically sync to my account. 

[Bait801]

When will this issue be fixed.  I just get guest readings that are not syncing to app and I need my body fat %’s.

[Danie10]

I hear you about the body fat %. My wife just said to me yesterday she is now furious with the Aria scale as she has been losing weight and especially wanted to know her body fat % etc. None of that she is seeing, only the weight. So I'm now under pressure to buy a Withings scale pretty soon as she has already decided no more Fitbit scale. I've already ditched my Fitbit tracker for a Polar Chest H10 chest strap, so it looks like once this Aria scale is over, then we're off Fitbit for good. Two to three months now is sending a pretty strong message from Google that their hearts are really not in Fitbit. They're not really a company that has a particular loyalty to what they sell. They'd be very happy I think if everyone moves on and buys whatever their newest scale is now. I'm just not falling for this again from them, as I was already bitten before on the Nexus 6P hone with the dud battery, and I could not qualify outside the USA for the warranty payout.

[pennyjeans]

I am having this same problem that the only weights I can see are the ones that are / were mine; whereas I used to be able to see all recent weigh-ins, including guest weigh-ins.  Please help fix this issue.

[gcpierce]

I have seen no updates on this from Google/Fitbit.  They have said they are working on it.  Perhaps they have too many employees taking advantage of their "quiet rooms".  

[JCS3]

Can the community get an update on this issue?

Where do things stand in resolving this problem? Has a root cause been identified? What is the internal tracking number related to this bug? How many hours of time have been tracked against the resolution of this bug? Some people have speculated that this was an intentional decision made by Fitbit related to the privacy of guest's weight data, can you comment on this? There is speculation that this problem is related to the movement of accounts to Google, which is why changes haven't been reverted back to a functional version, what do you make of this claim? Others are noting that Fitbit consider the Aria scales to be at EOL and have no intention in fixing this problem. What is Fitbit's stance on the support and maintenance life of the Aria scales? Will someone from Fitbit be able to provide updates on a weekly basis until this problem is resolved?

[MikeELane]

I have two people set up to use our Aria Air. I saw in a previous thread to tap to change initials to set who is using the scale but I have NEVER seen initials on the Aria Air. Also, it says that it will go to whatever phone is synced to it. How do we change/determine who is synced to the scale?

[ps14]

Please do not mark this post as answered since it's not working for most of us. 2 problems persist - 1. Aria is logging my weight at guest and 2. I don't see guest weigh-ins under recent weigh-ins to reassign. 

[buttercup7682]

Hi Juan,  i'm having a similar issue with my Aria 2, but it's doing this to my account.  the scale was at my in-laws for a while because i recently moved, and i know they were using it for a while but i brought it back home.  i've even deleted the scale from the app and re added it and it's still showing my weigh in's as GUEST.  i tried to find a resolution to this problem in the help article you posted above but couldn't find anything that would help.  How can this be fixed?

[LisaW1212]

I was wondering if it was just me for the last month or so. I thought I accidentally clicked a setting to only show me when I had weighed in. I can understand not showing the weights of actual users, but I used to at least be able to see that they had weighed in and could reassign the weight to myself when it was originally assigned incorrectly. It was also easy to see the guest weigh-ins and reassign, from the app, any that were assigned to guest incorrectly. 

I’d really like to understand when this issue will be corrected. There doesn’t seem to have been a decent update in some time outside of saying this issue has been sent on. What’s interesting to read is that it doesn’t seem as though support even knows about this issue after someone recently called into support to try to get info there. 

@JuanFitbit We’d like some additional information to your previous responses. Is this bug actually prioritized and being worked? Does it have an identified release date? 

[proteus007]

I escalated this issue about 2 months ago through BBB and all I got was a canned response that they are looking into it and have no ETA to bring the weights back.

My FitBit Aria is worse than the cheap $30 bluetooth scale available in the market. The guest weights vanish into nowhere after taking measurement, the firmware SUCKS that it cannot reliably assign weights to users and the support is worse than useless (they reply to requests only if they can find a script for it, anything complicated, they don't even reply).

[gcpierce]

You say "BBB".  Do you mean Better Business Bureau?  Because that would be a splendid idea!!!

[proteus007]

Yes, I contacted them using BBB because normal support isn't any good (see how they mark the issue as solved already).

[Klisa1214]

Same. I weighed myself this morning. The scale functioned as it should. I haven't weighed in a very long time so I expected the "Guest" which is what the scale displayed. Went to App to reassign the "recent weigh in" to myself and nothing there. Tried 3 times. Same result. Something changed!

[Erwright3]

Same exact issue as described above. Can someone help?

[SpDee2023]

I had the same problem. Signed in with a new account that is not a GOOGLE and it worked. 

[Erwright3]

Here's what I got from tech support on this. Apparently, it has to do with
my network protocol (no longer compatible with fitbit due to apparent
changes in my network). The following is for Aria 1 only. Aria 2 has a
bit more compatibility. In any case, it was not what I wanted to hear.

The Fitbit Aria connects directly to your home’s wireless network and
supports the following network configurations:
Wireless 802.11b standard
WEP / WPA / WPA2 personal security
Automatic (DHCP) IP setup (static IP configuration not supported)

Aria requires an 802.11b-compatible network to connect and sync your scale
data to your Fitbit dashboard.

[Klisa1214]

I weighed myself this morning 1st time in 2 months (7/26/23).  The scale showed weight correctly but registered as GUEST.  I went into the App to update Recent Weigh In from GUEST to me like I have multiple times in the last several years. I can't update it because the screen is blank. In addition, it did not record the weight to my Dashboard because the scale registered as a GUEST. I manually added the weight in my App easily but hope this issue has been reported and a fix soon to come.

I use Samsung S10 phone running on Android.

[Klisa1214]

Customer Service is ZERO HELP.  1st person tells me to Force Stop the App. Uninstall and reinstall. Did that. Scale Recent Weigh in still broken.  Then I was given teaching instructions on how GUEST registers. As a Fitbit and Aria Scale User for YEARS, I am very familiar with this. 

I deleted the Scale from my Fitbit App and went through Setup again. Everything connected as it's supposed to. Get on scale and weight displays correctly. I am the only User Setup on the scale now. Scale registers as GUEST and not me. Went to App RECENT WEIGH IN and screen is blank. Scale is not Updating the Weight function on Fitbit App Dashboard nor is it displaying Recent Weigh in as a GUEST or as Myself. 

So..I contacted Customer Support again. He isn't trained in "Medical Devices" and referred my case to "Medical Devices Specialized Department" who will contact me by email 😂

Since when did Fitbit Aria Scale become a Medical Device? 

There is obviously a SOFTWARE DISPLAY ISSUE with the Scale to the App functionality.

Honestly you would think Customer Service would open a ticket to their IT DEPARTMENT to look for a coding defect that was installed recently. 

[gcpierce]

@proteus007  This was such a good idea that I was motivated to do the same thing.  If every user adversely affected by this problem would file a complaint with the BBB, perhaps Google/Fitbit might be motivated to take some action.  Otherwise, they will continue to turn a blind eye and deaf ear to us.  Here is what I said: To Better Business Bureau:
Beginning on or about May 15, 2023, Google’s Fitbit Aria 2 scale stopped recognizing individual user weights in their cellphone app and on their Fitbit Dashboard website. There are numerous complaints about this topic on their website community.fitbit.com. Additionally, many Fitbit users have contacted their customer support independently of this community website, and have been told that the problem is being resolved. There as been no updated status from Google/Fitbit moderators or customer support personnel. We appear to have no remedy for this problem, which did not exist prior to May 15, 2023.
We consumers believe a firmware or software update introduced this problem, and yet Google/Fitbit seem unwilling to address the problem.
This problem renders their Aria scale product line essentially useless, and no financial remedy is being offered to me and probably to others.