Aria displays a Sensing Thinking ERR message

[AddyRazz]

I have noticed numerous topics on this subject and most have been closed by the mods. I am disgusted by this, I have 2-year-old Aria scales and it has spent 18 months in storage due to moving house, I have just started using it (last 6 weeks) now suddenly I get the 'Sensing Thinking Err' message. Changed batteries, left them out, tried just taking 1 out, reset the wifi, the link to my phone. Utter rubbish!

Either this is a timed chip that expires within the device at 24 months or the build quality is total crap!

Fitbit, I want a reply to this!

Moderator edit: updated subject for clarity

[DisKimBobulated]

I have a very similar story.  I bought my scale a couple of years ago and it has worked perfectly in that time.  I then moved house a few months ago and just hadn't got round to updating the wifi.  The scales were working perfectly in this time but just not updating to my Fitbit account because I hadn't updated the wifi settings.  Finally last week I decided to sort it out.  It was a painful process but after a couple of hours of persevering I finally managed to get it to link to the new router.  Since that moment it hasn't worked.  I get the "Hi 🙂 > Sensing > Step Off > Thinking > ERR".  I contacted Fitbit customer services who simply said they don't have any product support for the Aria and because it's out of warranty I just need to buy a new one.  I was pretty horrified.  I'm quite heavily invested in Fitbit.  Years of lifestyle data is on the app, I have had several Charge HR devices and now have a Fitbit blaze.  I've also bought several devices for friends and family.  I'm so disappointed that there isn't more support out there to resolve this issue.  It must be software related as there was nothing wrong with the scales before I changed the router.  I've looked at a few threads about this going back to early 2017 with lots of people reporting the same issue.  Very disappointed that in all that time Fitbit haven't bothered to come up with a better solution.

[JuanJoFitbit]

@AddyRazz It's great to see you in our Fitbit Community! I'm sorry to hear that your Aria scale is still displaying a "Sensing Thinking ERR" message, even after replacing the batteries and setting it up again. I would just like to know if your Aria is placed on a hard surface, you are stepping on it barefoot and still. If these details are already covered, let me know and I'll proceed accordingly.

@DisKimBobulated Thank you for joining us in this thread and our Fitbit Community! I'm sorry about the experience you also had with your Aria scale. I'm also sorry to hear that it's no longer under warranty. I totally understand how you feel. I really appreciate your feedback and comments since this helps us to keep improving.

[DisKimBobulated]

Hi there, of course I have tried that. I’ve been using the scales for 2 years! You’ll not that there are many many similar stories online about this issue so I doubt that everyone suddenly is starting to use their scales on uneven surfaces!

[Oliviaking]

I have been invested to Fitbit products for more than a decade but this area scale issue was painful and disappointing to me for sure. Personally, I do not want to buy another one while my scale was working fine until a week ago, just because their products : the scale have a obvious flaw (shows ERR when you switch the locations or with new wifi networks, or have some downtime’s) . I am also a royal customer. They should not treat us like that. 

Moderator edit: removed personal information. 

[AddyRazz]

Yes, all of these things have been covered. It's an absolute joke and how many people have complained about this! 

[AndreaFitbit]

It's nice to see you here @DisKimBobulated, @Oliviaking and @AddyRazz. Welcome! I apologize for the delayed response and will be glad to continue assisting you. Thank you for following the steps that our friend @JuanJoFitbit advised.

I got in touch with our support team and they told me that you already got in touch with them and they provided support to you. 

I appreciate your feedback and comments. 

@AddyRazz, I went ahead and created a case on your behalf. Please check your email. 

Thank you for visiting the forums. 

[DisKimBobulated]

Hi there, yes I did contact the support team, but as I said in my original post here they simply told me they couldn't offer any support and that I would need to buy a new set of scales.  This is totally unacceptable as there is no way that the scales themselves are faulty.  There is clearly a software issue going on.

[Smatrix]

I am having the same issue with my Aria scale how do I open a support ticket to get this resolved??

[Oliviaking]

I have been calling Fitbit customer service more than 5-6 times but unable to achieve helps nor discount offering from any reps. One of the reps told me that they are providing service for Fitbit (company) and not for the customers. So that they can not give any discount! (For the failed Aria scales) 

pretty impressive! 

[Françoise]

Hi,

I had the same problem with my scale and was disappointed with Fitbit’s response. I decided to go with a different brand which I am very pleased with. See my post about it here