Aria shows a "Step Off Err" message

[SelenaF]

Hi there, 

I have just set up my Aria to wifi for the first time which was successful, but now receieve the following messages: 

Hi 🙂 

Sensing

Step off 

Step off

Step off

Step off

Err

I have removed all batteries for a short period and also am only attempting this on a hard surface. All to no avail. 

Are there any other options to get this working? 

Thanks in advance.

Moderator edit: updated subject for clarity

[JuanJoFitbit · Accepted solution]

@SelenaF Thanks for participating in our Fitbit Community! I'm sorry to hear about the "Sensing ERR" message you are getting on your Aria's display. Thank you for troubleshooting this issue before contacting our Fitbit forums. I'd like you to try one more workaround: please re-calibrate your scale by weighing yourself 5 times in a row and let me know if the error message disappears.

Keep me posted! 

[Gladysprison]

I’m having this problem I’ve tried everything that’s been suggested with no success 😩

[JuanJoFitbit]

@Gladysprison It's great to see new faces in the Fitbit forums. Thank you for taking the time to troubleshoot this issue by following the tips recommended previously. Due to this, I'll forward your case to our Support team and they'll reach you soon via email in order to follow up on this issue.

Let me know if you have any doubts! 

[psgroi]

I am also having this case (ERR message on the scale display after weighting) and the 5 times calibration manouver didn't work. Could you solve it with other actions ? Did fitbit support helped you out to solve it ?

[JuanJoFitbit]

@psgroi Thank you for joining us in this thread and our Fitbit Community! I appreciate the time you took in troubleshooting this issue before contacting our forums. Please make sure that your Aria is placed on an even or flat surface and you are stepping on the scale barefoot.

If you already covered these details and if you haven't done so, please restart your scale by taking out the batteries for 15 seconds and put them back in. After this, weigh yourself 5 times in a row again and let me know how it goes.

Hope this helps! 

[MalRadd]

I have the exact problem with my Aria:

> Step Off

> Step Off

> Step Off

>ERR

Have changed batteries repeatedly.  Have weighed myself repeatedly. Is there new firmware?

[JuanJoFitbit]

@MalRadd It's great to see you in our Fitbit Community! I'm sorry to hear that your Aria is also displaying a "Step Off, ERR" message, even though you've replaced the batteries and re-calibrated your Aria.

Please make sure that your Aria scale is placed on an even surface and you are weighing yourself barefoot. If these details are already covered, let me know and I'll be happy to assist you accordingly.

Keep me posted! 

[MalRadd]

On hard flat surface - check
In barefeet - check
Fresh batteries - check
Weigh myself 5x to calibrate Aria - check

What else?

[JuanJoFitbit]

@MalRadd Thank you for getting back and trying the troubleshooting steps shared in my previous post.

Since the issue persists, I'll send your case to our Support team and they'll be happy to follow up and provide assist you accordingly. Please keep an eye on your email account.

I'll be around if you have any questions! 

[Charlottecc]

I’m having the same issue, and tried the all above suggestions.

seems quite common, is there another known fix for this now??

thanks 

[SunsetRunner]

Mine started showing the step off err message this morning too! I have done all of the trouble shooting that was suggested. Now what?

[MalRadd]

The final troubleshooting option is a factory reset.

On the underside of the scale, on the left side there a small hole. Using a
pin, press the reset button below this hole. That should trigger a factory
reset. You will then see "setup active" displayed. Follow the scale setup
procedure.

This process didn't work for me.

[CherElaine]

Greetings! I am now joining the ranks of those receiving the Hi>Sensing>Step Off>Thinking>Err message. I received my error after my batteries died and I replaced them with new ones. This is only the second time I have ever replaced the batteries. I looked online for solutions and finally saw on the Fitbit site that the solution was to contact Aria Support, which I did. They were very nice and offered a few troubleshooting suggestions. They were replace the batteries (I did that already), shake it gently, and finally to turn it face down and leave it for 35 minutes (35 minutes? Not 30 or 45?) Anyway, none of these things worked. I have had my Aria longer than a year so there is no warranty. This is not an inexpensive scale and with so many people having this issue one would think there is a better solution that buy a new one. I am not at all happy about this and not be repurchasing a replacement product or any other product from this company. Too bad, I did like it and the other FitBit products. I AM VERY DISAPPOINTED!!

[OneVision]

Well I think all of these posts I’m reading has answered my question of whether I should get an Aria.  Yikes.

[MalRadd]

To be clear, I had my Aria for four years before this problem. It worked
great. It only had issues at the end of product life.

I bought a new Aria 2 last week and love it even more.

[Lkerwin7]

I’m not happy at all. Very disappointed. I’m shocked to see all of these comments. It’s like the company doesn’t even care.

I bought my Aria 4 years ago as well. Is that the issue? Unsupported moving forward and need to buy a new scale?

Moderator edit: merged reply

[CherElaine]

Obviously FitBit doesn’t care what their customers think or they would be jumping this growing list of complaints about the Aria, defending themselves and trying to make it right. Maybe they think that giving their customers with problems a place to vent is enough. They have lost a long-time multi-product owning customer, I will not be buying from them again.

[Gardeneva]

Message does not disappear for me 😞  Any other things I should try?

How is the "step off" err SOLVED if the issue hasn't been resolved?

Moderator edit: updated subject for clarity

[CherElaine]

I totally agree!! It is not resolved, unless you consider their solution of trashing your scale and buying a new one as resolved.