05-19-2023 17:43 - edited 11-09-2023 19:47
05-19-2023 17:43 - edited 11-09-2023 19:47
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.
08-22-2023 20:22
08-22-2023 20:22
Well it's August and weight only comes up as guest and you can't reassign. It doesn't log guest. And it's infuriating.
08-22-2023 23:06
08-22-2023 23:06
It's crazy they don't have a solution for this. The only thing a smart scale should do compared to regular scale is sync and it's broken. So basically we're left with an high expensive useless dumb scale. Can we have a fix please?
08-23-2023 09:51
08-23-2023 09:51
Just got this response back from Support (I had sent a message to Google via Twitter/X):
Hi, Marilyn. Sorry to hear this. We're aware of this issue and are working to get things back to normal soon. For updates on this, you can follow this Community Post: https://community.fitbit.com/t5/Aria-Scales/Aria-2-won-t-register-guest-weight/td-p/5389465. Sorry for the trouble and thanks for your patience
This was the message I sent: Thank you for responding to my July 28 tweet. Since late May of this year, the Aria 2 scale has not been responding as it previously did in two ways: 1) "Guest" weights cannot be reassigned as they could prior to the mysterious change; and 2) the scale doesn't always identify the person weighing him/herself and instead records "Guest." Since the "guest" weight cannot be reassigned, the weight is not recorded. People tried resetting, re-weighing, and a variety of other "tricks" to get around this problem...to no avail. So obviously there was a change of some sort in late May that has not been fixed.
08-23-2023 19:26 - edited 08-23-2023 20:17
08-23-2023 19:26 - edited 08-23-2023 20:17
For all those new to this thread, the Best Answer is not the best answer. It is not even an answer as to why FitBit is ignoring this problem and customers. Three months on and NOTHING?!? Please check out my original post as I've added an update to the bottom of it and advice on how to get a refund from Fitbit.
08-23-2023 20:21
08-23-2023 20:21
Hi @Andras488448 . I managed to get Fitbit to refund me the original cost of my Aria scales. I've updated my original post about this with details. Good luck.
08-23-2023 21:23
08-23-2023 23:00
08-23-2023 23:00
It may be coincidental, but since upgrading Fitbit app a couple of days ago to iOS v3.89, under Settings > Aria 2 > "recent weigh-ins", I only see my entries. As a result, when the scale misidentifies me as 'guest' (which it has always done fairly often), I am no longer able to reassign those entries to me.
I have tried reinstalling the app and it didn't fix the problem.
So:
(a) how can I roll back to previous version of the iOS app (iOS v3.88)
(b) can you please fix in the next release.
Thanks!
08-24-2023 04:31
08-24-2023 04:31
Thanks for trying to help, but they won't refund anything. I didn't bought it from fitbit.com's online store. I bought it many years ago a few countries away. So noone will refund me, noone will cover the shipping costs, my time and the risks.
The easiest/cheapest is to simply buy a new device (not fitbit/google of course!) and put aria 2 in the trash. Hello nature, hello recycling, hello environmental protection.
I spent way too many hours on this piece of s**t. Even a McDonalds hourly rate would have been enough to buy a new one. It's simply not worth to deal with this any longer. I regret every minute I wasted on this. Hshdhhhhh, thanks for your help anyway!
08-24-2023 04:41
08-24-2023 04:41
08-24-2023 09:29 - edited 08-24-2023 09:30
08-24-2023 09:29 - edited 08-24-2023 09:30
I have just learned that my SECOND case in this issue has just been closed because "it's been a while since we heard from you so we closed your case." That's rich, isn't it? They ask me for patience, and my reward for my patience was the closing of my case. We have all been waiting for over 3 months for help. Google/Fitbit appear to have no intention of clearly answering why this change was made, or providing clear statement of their intention regarding this problem, or a clear statement of the status of its resolution. I don't know where to turn to get help.
08-24-2023 09:56
08-24-2023 09:56
I would encourage everyone who has an outstanding ticket with Fitbit on this topic to follow up and ask for an update. It seems that @gcpierce and I were of a similar mind, though @gcpierce's ticket had been open longer, as I too had independently reached out a few days ago to ask for an update.
Long story short, "We are working on it".
As for where to go next, it feels like the online community management has closed ranks and the support personnel have no answers. So I'm of a mind to start writing physical letters to members of senior management at Fitbit, outlining the problem both from a technical perspective and from a community management perspective. Hopefully, this will cause someone to start asking questions and issue a response with some actual information in it. I'd even be satisfied with the answer "We are killing the product line and its integration with the website" I'd disagree with that decision but at least we wouldn't be in this state of limbo.
08-24-2023 11:10
08-24-2023 11:10
@Hshdhhhhh did you remove "1st update" posted 8/23/23 to your original message, which discussed your efforts to obtain a refund on your Aria?
08-24-2023 12:22
08-24-2023 12:22
08-24-2023 12:47
08-24-2023 12:47
When I contacted them twice they thought I was stupid and made me redo all the steps I've done already by myself (removing scale and adding it again). I've done it multiple times before even contacting support. They wouldn't proceed unless I followed the steps again.
I've been told that I am going to be contacted by the appropriate team. This was in May and I've never heard anything back.
08-24-2023 13:19
08-24-2023 13:19
You can see that her update was edited by someone other than her.
08-24-2023 13:23
08-24-2023 13:59
08-24-2023 13:59
Dear @Hshdhhhhh
please un-best the answer again.
08-24-2023 14:13
08-24-2023 14:13
Well, he "bested" it again, and got 4 votes, one of which is from another moderator. I would really like to be able to enjoy my scales again. I'm hoping one of these days we'll get a real best answer.
08-24-2023 14:16
08-24-2023 14:16
Hi everyone! Thank you all for your comments and feedback.
The information will be helpful to our team.
Just to clarify, please note the post was marked as the Best Answer to make sure every user visiting the forums knows the status of this issue, and that we're working on it. I understand this issue hasn't been resolved; however, this helps us to keep our members informed of it. Once I have an update from the team, I'll make sure to let all of you know.
JuanFitbit | Community Moderator, Fitbit. Hat dir mein Beitrag geholfen dann markier ihn als Lösung und gib mir Kudos !! Habt ihr Tipps um fitter zu werden? Lifestyle Discussion forum.
08-24-2023 14:21
08-24-2023 14:21
@JuanFitbit marking the issue as "Solved" and promising updates and not providing them is just frustrating us all. If you are going to commit to making updates make them. It has been too long without a meaningful comment.