Aria Setup WIFI ERR

[kaj205]

I have a NetGear 300 WNR20003v router and I've spent HOURS trying to accomplish a successfuly link to this scale! How I wish I'd taken a moment to read the community board comments on this issue PRIOR to buying it.  For some reason, I just assumed that it would be as quick and simple as it has been setting up my various FitBit trackers.  Wrong!  Okay, so here's the scoop:

1. Followed setup per directions - arrive at "joining wifi"......for maybe 30 seconds then display goes to "wifi err" and I'm back to square one.  This is really infuriating!

2. Rest my wireless router (and my modem) multiple times.  

3. Updated my router firmware.

4. Router keeps "scanning for available networks" so that when I'm asked to log back into the home network at the step just before the scale attempts to "join wifi", my wireless automatically reconnects to the home network and "turns off" the aria network.

5. I made sure the scale is sitting just 12" from the router. 

6. Followed the procedure OVER and OVER and OVER to no avail!  Still no success.  

*I have attempted this via my mobile app on a Samsung Galaxy SIII, as well as an Amazon Kindle Fire.  I do not have a desktop PC.* 

In the hours I've spent researching this fiasco, I find the following and need info:

1.  My NetGear N300 2000v3 router seems to be set to 802.11 but not "b".  HOW DO I CHANGE THAT SETTING to 802.11b??  Note: I'm not certain of this, because I don't have a set of specs for this router.  I did install the router Genie app and I'm able to login to the router, but can find NOTHING that mentions these settings?

2. I follow the directions and successfully connect to the "aria network" on the router and then the instructions tells me to go back to the wifi settings and sign back in to my regular home network.  When I attempt to do this, and the "please enter password" comes up, I'm in the middle of entering that password but my router automatically connects back to the home network.  This is because my router is constantly scanning for available networks.  When this occurs it automatically changes the "aria network" to "turned off"??  Do I need to do something in my settings to keep it from scanning?  I tried telling it to "forget" my home network while I connect to the aria network, but it STILL automatically reconnects anyway.  

It would be nice if I could get a FitBit rep to help me step through this, but I've requested this several times via phone and email, with no response other than "please use these troubleshooting" methods.  Please realize, FitBit staff, that many if not most of us are NOT IT SPECIALISTS!   I have done my due dlligence on this and can honestly say I've never had a more frustrating experience attempting to get something like this to work.  I know a little bit about wireless and modems, but not enough to comfortably work with the various advanced settings FitBit suggests.  My suggestion?.....produce a product that is simpler to configure.  We're talking about a scale here.  Not a necessity; a luxury for certain.  However, it seems that you would be concerned that SO MANY of your customers are having the same issues, and these posts go back several years.  So, now that I'm off my soapbox, I would humbly ask that someone contact me with the answers to my questions.  I will post my results and if I can possibly help any other FitBit customers, by posting any success, I will certainly try to do so.  I don't want to send this scale back, but I may end up doing it. People just don't have time to waste like this. Thanks everyone, if you took time to read my "mini-novella".....K.Jones - Roanoke, VA

Moderator Edit: All-caps

[LauraVA]

>> you need to contact your Internet service provider so they can switch your router settings to 802.11b or mix mode, which are the protocols that your Aria scale supports. <<

Why on earth would I ask my ISP to change my router settings? That's like going inside to ask the gas station attendant to put the parking brake on. (And about as efficient for speed, with 801.11b.)

Regardless, that's not the issue for me. I've been using the same router for the last two years with my previous Aria scale. Bought a new one (due to the common SENSING issue) and have spent 3 hours trying to connect. Same router, same user, same process, new scale, so logically it seems the new scale is the problem.

What with the SENSING time bomb and the inability to connect, I'm getting very frustrated and tempted to give up on the Fitbit brand, at least for a scale.

[Abitfit88]

THIS IS THE ONLY WAY THAT WORKS.

Thank you mschmitz!

Worked like a charm for me after everything failed.

I hope people will pay attention to your post.

[Abitfit88]

---

@mschmitz wrote:

I discovered a fix for routers that use the same SSID across 2.4 GHz and 5GHz channels.  

I was also receiving the "WiFi ERR" message and the post marked ask the solution was not clear enough to help me.  I have the T-Link Google OnHub router but the problem would have occurred with any router that has multiple "channels" (2.4 GHz and 5GHz) and uses the same SSID (network name) across channels.  

The problem occurred for me when I bought the new router and attempted to setup my existing scale to work on the new router.  For my initial unsuccessful setup attempts I was using devices (phone, laptop, etc.) that were new and utilize the fastest 5GHz wireless "g" and "ac" signals.  I received the "WiFi ERR" message on the scale at the end of each setup attempt.

Using the same laptop I forced my wireless adapter to connect to the router via wireless "b" (2GHz), which is the same signal the scale uses.  On my pc this could be done by going to "Device Manager", "Network Adapters", right-click the name of your wireless card, click "Properties", go to the "Advanced" tab and set the "Wireless Mode" to "802.11b".  After this I went through the scale setup process again and this time the scale successfully connected to the T-Link Google OnHub router.  (Don't forget to switch your wireless card setting back.)

My guess is that the device used for setup communicates more about the network it is connected to than just a network name and password.  Meaning that only when I connected to the router in exactly the same way the scale connects, was my device able to communicate the correct information to the scale that would allow it to successfully connect.  Hope this helps someone else!

---

THIS IS THE ONLY WAY THAT WORKS.

Thank you mschmitz!

Worked like a charm for me after everything failed.

I hope people will pay attention to your post.

[marycandle22]

I tried this method and it didn't work. I'm about to cry, as I've been at this for almost two hours. 

[ElaineJJ]

Thanks for your input - however this seems way too complicated for me (and I'm sure many other users). As someone pointed out, this requirement to slow our routers down should be highlighted in the product information so that people like me who don't have the knowledge or confidence to fiddle with their home's internet router (no matter how many helpful folk like your good self try to help) can see what a world of pain they are letting ourselves in for! 🙂  I don't know why I just put a smiley face there, because I'm actually rather cross about this. I'm going to ensure that my mobile forgets the aria network totally and I will just use the scales as I would any ordinary pair of scales - I'll stand on them, note my weight and log it on my fitbit mobile app the 'old fashioned way'. Oh, and I'll post a review on Amazon warning other potential buyers to visit here first before buying the scales. Until FitBit/Aria can get their act together.  Thanks again for trying to help, I'm sure some folks have benefited but I daren't risk messing up our home router. My husband and son would never forgive me!! 

[ssar17]

I have done all these suggestions and even used an older computer that only connects to the 2.4GHZ router and I still get the WIFI ERR! I have a call into second level tech support and I fear this will not be fixed.

[Gippis]

All this did was permanently remove the Aria from my Dashboard. Rats.

[Abitfit88]

There's only one way out: buy Aria 2. I did, works like a breeze after struggling with Aria 1 for some time.

fitbit should take Aria 1 off the market immediately !

[JuanJoFitbit]

@marycandle22 It's great to see you in our Fitbit Community! I would like to follow up and would like to know if your Aria scale is still unable to connect with your network or if it could be set up.

@ElaineJJ Thanks for joining us in this thread! If you are not quite sure how to change the settings of your router, I recommend to get in touch with your Internet service provider and they'll be happy to guide you step by step how to make those changes. You need to tell them that you need your router to run the protocol 802.11b and the bandwidth 2.4Ghz. Also, make sure that your WiFi password is alphanumerical only. Once the changes have been done, try the setup process one more time as described in the video that contains this post. Keep me posted!

@ssar17 Since the issue persists, I'll forward your case to our Support team so they can investigate further and provide a solution for you. You should receive an email from them soon.

@Gippis I see that you joined our Fitbit Community recently. Welcome! I was able to get in touch with our Support team and was told that they contacted you via email. Did they provide a solution?

@Abitfit88 I really appreciate your feedback and comments! This info will be forwarded to our team since this helps us to keep improving.

See you all later guys! 

[ssar17]

I did all that. I am an it type person and got fed up and threw out my scale. I purchased one using Bluetooth and that worked perfectly and does more. That is the end of Fitbit for me.


Thanks,

Dr. Deborah Bauer
From my iPhone

[MZD]

Same here.

[JuanJoFitbit]

@ssar17 @MZD I definitely understand and know how you feel and I appreciate your feedback and comments about this.

I'll be around if more questions arise guys!

[TMacMeyer]

Hi, I keep getting emails about this problem. Here is a PDF https://staticcs.fitbit.com/content/assets/help/manuals/manual_aria_en_US.pdf to help with setup. I spent hours and was so very frustrated but the fix for me was in renaming my WiFi network and changing my password. The scale (at the time I tried to set it up after a new router installation) would not connect and had the error message over and over. The new router had characters in it like @#&* etc.  If I am remembering correctly you cannot have those in your WiFi name or password. Good luck I love the scale and connection to Fitbit.

[MZD]

Thanks, but my message was not related to wi-fi. In fact, even after i tried to use the scale, and it would not show any weight or other stats, it would still connect to wi fi, but not update anything. My router and network have never changed. But thanks for the advice.

Sent from my iPad

[Jmunksga]

@JuanJoFitbit

I get the exact same error message most everyone on this thread is mentioning---the wifi signal with an X showing it didn't connect. Which is especially odd, because my iPhone app shows that my Aria is set up AND connected to the Wifi.

I have no idea why my Wifi bandwidth matters. As mentioned previously, my wifi and router have worked for years. We even got a new router last May and it worked seamlessly. On the evening of Tuesday March 21st I updated my Fitbit app on my iPhone. When I went to weight myself Tuesday before bed, it wouldn't synch. It synched twice that morning, and zero issues for years until this update.

Most on this thread are having the same problem, along with all the people posting at the "Aria scale is getting a wifi error message x with Wifi signal under it" threat at https://community.fitbit.com/t5/Aria/Aria-scale-is-getting-a-wifi-error-message-x-with-wifi-signal-u..., and the "Xfin/cmcast connection issues" thread at https://community.fitbit.com/t5/Aria/Xfin-cmcast-connection-issues/m-p/2606179#M25676. These are ALL having the same issues. I don't understand why you are trying to fixate on our routers.

@NealJ spent hours on the phone with Comcast support changing all the settings Fitbit claimed were on their end. It worked for under 24 hours. This is a Fitbit issue. 

I really do not understand what Fitbit is doing to solve this problem. I also noticed it took you nearly a week to reply to my various posted where I flagged you. You were interacting with other forums. I looked it up. Why are we lacking a sufficient answer? These are all loyal customers. I recommend you get with your supervisor who can refer this thread (and our common issues) up the chain of command and then he or she should do the same. You should have your app team working on updates to solve this problem, like other companies do. 

I googled this issue and the complaints are not contained to this particular thread. 

I've never been so displeased with customer service. If the glitch isn't fixed in the next few months, I will be purchasing the scale others are recommending on this thread (Nokia) and then switching my tracker to an Apple Watch. 

[SenatorJrod]

Your support on this thread is garbage. You are just a bystander as all of who overpaid for this crap scale try to fix our problems themselves. My cable company replaced my router so now I am supposed to buy a new Fitbit scale? Please. All these posts are from a year ago or more. So, this is a known problem. Yet, there is still no searchable, well produced answer column created by Fitbit itself for the inevitable user who comes to the support site looking for answers. I once believed Fitbit was the kind of company that cared and gave good quality customer service. I no longer feel that way. 

[Gippis]

Of the several dozen devices on our home network, including many vintages in the 802.11 territory, most going back years, this Aria is the only one that cannot connect reliably. It worked for a few hours and then gave up. Advising your out-of-luck customers to "buy another" is no way to stand behind your product. I am done with this brand. Shame on you.

[JuanJoFitbit]

@SenatorJrod Welcome to the forums and it's great to see you here @Gippis! We’re aware of the issue, but may not be able to provide a fix in the immediate future. We'll continue to monitor the situation, and keep our team informed of the impact to you and other customers. We understand that this isn't the resolution you were hoping for, but rest assured we are always working to improve our products.

[Gippis]

Please excuse my abrupt tone, but "monitoring the situation" is a long way from fixing it. Why would your company not replace defective product? 

[MZD]

Buy a different scale. Cheaper and they WORK! Fitbit hasn’t responded at all to any of these issues. Suggest you mail your paperweight to their customer support people and let them recycle it.

Sent from my iPhone