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

[MixBik]

I guess I'm in this club now too. The Aria scale said its batteries were low so I changed them, and ever since I also get the Sensing->Step Off->Err message.

Troubleshooting I've tried based on this and other discussions:

• Make sure the scale is on a hard, flat surface.
• Made sure I'm stepping on it with bare feet. 
• Pulled the (new) batteries out, waited more than 15 seconds, and put them back in.
• Weighed myself five times in a row to see if that would help calibrate it.
• Did a factory reset.

...and none of those steps fixed the problem.

Well, I had a Fitbit Charge 2 that died in three years; a Charge 3 that died in two years, and now this Aria that has died in four years. That's it; I'm out. No more Fitbit for me; I'm off to try Withings (I since splurged and got an Apple Watch to replace the Charge 3). Maybe they will die early too in this age of planned obsolescence, but what can I say? If the Fitbit products aren't going to stick around for me, I won't stick around for Fitbit.

[dwrunner]

I changed batteries on 1/16/2022, which was the exact date that the Fitbit Aria scale stopped working. I've tried every trick that has been mentioned, including "weigh yourself 5x". I don't even know how that works, as the scale now does not show any weight, just the sensing sensing ERR message. I am very disappointed in the upgrade that seems to have taken place and only manifests itself as an issue when batteries are replaced. I have received communication from the fitbit help team and they said this issue occurs if the scale has been tipped up against a wall, for example. I don't think they have monitored the hundreds of complaints on this site. Am awaiting my next steps, which was a response to my request for a discount on a new scale. 

[NYCmariposa]

Thanks- I see I’m suffering the same fate as way too many people who purchased this expensive scale…

how do we escalate to get a replacement scale? For free.

[alanelaine]

You’ve got no chance.  Anything out of warranty Fitbit are just not interested.  Better going and shopping elsewhere.  I went for a Withings scale and it’s working pretty well so far.  Easier to set up with a bit more data.  Can’t comment long term but so far so good.  If Fitbit actually cared about customer service they would reply to your post, but I bet they don’t (or at least in any meaningful way)

[Karenc2314]

I have the same issue but if you lift the scale off the ground and allow the feet to lower back to starting position it turns off and displays weight. This is a hardware issue 

[billdehaan]

I foolishly replaced the batteries on my 2014 Aria today. Now the scale won't record my weight because it won't connect to the Wifi for some stupid reason. 

Fitbit's support reply, to summarize, was:

- although this seems to be a common issue, Fitbit evaluates each case separately. 

- We aren't able to replace it.

- We do not have a repair center either and our retailers aren't certified to repair any Fitbit product" (exact quote)

- We do not produce replacement parts

So, they can't fix, and won't replace something due to a known hardware issue. But they are willing to sell me a new scale that might actually last longer than the life of 4 AA batteries.

I'm not upset that a 7 year old product died. If it was DOA one morning, well, it was 7 years old. But the sheer amount of waste produced by throwing out what was a $130 product for what is quite likely under $5 of parts is grating.

I have ordered another scale, but it's not an Aria. Reading the views online of the Aria Air, it seems even less reliable. People there are saying that they wish it was as solid as the Aria 1.

[Wahre]

The step off message repeated indicates that the load cell inside the unit thinks you are still standing on it.  One of the 4 feet on the bottom is stuck or the load cell is kaput.  I solved the problem by gently pulling on all 4 feet and wiggling them at the same time.  You get the idea.  If some crud has got in beside the shaft of the foot it may be gumming up the movement.  This fix is worth trying before you throw the unit out.

[billdehaan]

I did try that. I read the forums and tried all of the recommended fixes; this was one of them.

As with the other users, I just lifted the Aria off the ground, turned it upside down, opened the battery compartment, replaced the batteries, closed the battery compartment, and put the scale back on the hard surface floor where it's been for the past 7 years, and then the Aria reported the fault. I did check all four feet, and nothing seemed out of order.

I haven't thrown out the scale, I just put it in storage. I picked up a cheap replacement third party scale which works just as well, and even integrates with the Fitbit app. In the event that someone finds a firmware fix, the scale is still there.

[Fitbowski]

FB Support,

This post DOES NOT ANSWER, nor does it resolve this issue for anyone at all.  Please reset this thread to UNANSWERED until a verified solution to this problem is posted here.  

How about a firmware update for this device?  Might that resolve the erroneous ERR message everyone is getting?  If it’s mechanical, how about a tip on how to open the device for cleaning or whatever it takes? 

This voodoo support (shake it, step on/off 5 times, turn it upside down for 35 minutes, etc.) is not helpful and only serves to kick the can down the road.  What’s worse, marking the thread as ANSWERED only aggravates your customers by flat out consciously  ignoring the unresolved issues and concerns we all have with your product. 

How about a real answer from FitBit on this common issue with the Aria scale?  Even if the answer is “no fix/end of life”, step up and give it to us straight. 

Regards,

Bit Fitbowski

[AlBG]

Curious, what was the third party scale you purchased? Same issue here, I'm going to do the same thing but I doubt I'll buy another Fitbit scale. I just purchased a Sense over the weekend, this is really making me consider returning it. 

[dwrunner]

I ended buying the Fitbit Aria Air. No body fat sensor.

[billdehaan]

I bought this Renpho scale. It was on sale at the time. So far, it seems to be just as accurate (for good or bad) as my Aria was.

[AlBG]

$40! Thank you! 

[Carla6]

me too, I have tryed everything

[Carla6]

me too, did it ever work

[dwrunner]

No, it did not. I took the batteries out, maybe I will try one more time again before dumping it into the electronic recycling bin.

[rwshearer1]

Thanks to this message my aria scale is working again.  Also I moved it a little closer to my router.  Glad I don’t have to throw it out yet. 

[Broodly]

I am having the same problem as all others, i.e. ERR message - this for the first time after replacing batteries
I have tried all above "fixes" and nothing works
Please advise how to proceed

[Robrob]

I started receiving the same error messages on my aria scale this week… And it happened after I change the batteries… I have had my scale for years and I really did not want to have to purchase a new one… But you got the new one???… How is that working?

[Broodly]

I have not purchased a new one yet
Has anyone found a cure for the ERR message?

Thank you,
Brad Ford
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