Aria shows an "ERR" message

[kikowebb]

Hi,

I am getting an ERR message after stepping on and off. I have had the scales for a couple of years but only used them for a 18 months. I reset the scales several times to try to get rid of this message and have been through the setp up process through your chat function with a customer service rep. At the end, they just said the warranty ran out after a year and that maybe the sensor is faulty. That doesn't seem right as a couple of times I got the link up successful message after following the set up instructions, only to find that the err message reappeared. This has been a huge waste of time already. Do you have an straightforward answer as to why this is happening and a resolution?

Moderator edit: updated subject for clarity

[WirelessB]

its your router, the scales use 20 year old (yes from 1999) wireless tech which uses wireless b. No ones routers transmit in that signal anymore, therefore no one can connect to their scale anymore. It makes their scales total duds. Why they don't just come out and tell everyone is just proof of them trying to hide their mistake, what about the aria 2? NOPE! even though it came out in 2017 they are still using old tech (b/g/n). There's probably nothing wrong with your scale. 

[Bagok]

Im getting the same error after replaced the batteries. Read some comments here and apparently, many users are experiencing the same thing. No solution so far and the customer service adv to buy the new one. Guess that’s it for me. Bye bye Fitbit sucker. I ll never ever touch your product ever again.

[Vartanu]

I am getting the same erorr since moving to a mesh router. Basicaly the wifi hardware they use in the scale does not work with new technologies like mesh routers. You will either have to get an old router and use that or ditch the scale and look for another product that suports newer wifi technologies.

[JuanJoFitbit]

Hi everyone! I'm sorry about the experience you had with your Aria scales and I'm also sorry to hear that they're no longer under the warranty period. I know how frustrating this is for you guys. Your feedback and comments help us to keep improving.

[Willze]

I am having the same issue.   I have had my chance for a couple of years and never had a problem.  I did not change routers, internet companies yet my scale doesn't work.   I just keep getting an err message after stepping on then stepping off.  Sounds like it's a fitbit software problem since everyone is having problems.  There has to be a solution!  What horrible timing with the New Year and everyone's resolutions.

[JuanJoFitbit]

@Willze Thank you for participating in our Fitbit Community! I'd like to follow up and help you with the "Sensing Thinking" issue that your Aria is experiencing. If you haven't done so, please restart and re-calibrate your Aria by taking out the batteries for 15 seconds and put them back in. Once you've done this, weigh yourself 5 consecutive times.

Finally, make sure that your scale is placed on a hard surface and you are stepping on it barefoot and see if the issue gets fixed.

Keep me posted on the outcome! 

[Nlee3]

I have had my scale for a few years and have recently encountered this problem as well. Nothing has changed with our router, modem or internet. I have attempted to take the batteries out and step on the scale on a hard surface and still an err message. What else can be done? If nothing, and you are going to say it’s out of warranty, this scale is a waste of money and I will go back to my 20yo scale that still works and input my weight manually. You should be able to provide a fix for this that does not require the purchase of a new scale and if not, be prepared for the terrible reviews you will receive on these devices regarding longevity ansupport

[JuanJoFitbit]

@Nlee3 Welcome to our Fitbit Community! I'm sorry to hear that your Aria is also displaying the same error message, even though you have troubleshooted properly. Due to this, I'll send your case to our Support team so they can investigate further and provide a solution.

You should receive an email from them soon.

Let me know if you have any doubts! 

[Vartanu]

I have done exactly as instructed here, still no light at the end of the tunel.

I even went back and connected my non-mesh router just to get the scale working. I got it connected to the non-mesh wifi and everything went fine, then when I tried to wigh myself, same issue "ERR".

Can we just use the scale like a 1990's scale? just getting the weight and puting that in the app manualy?

I really don't have 140 euros to shed on another "smart" scale.

[Delosari]

I am having the same issue with a fitbit aria bought at the release date.

After having hardware issues with all the fitbit bands (all of them breaking by the time the new generation was released) and having issues with my two arias: The first one having this issue and the second one with the configuration issue (the technical service blaming the router) I am leaving fitbit once and for all.

This company has been a pioneer in these products and they do work (I have lost 20 kg) but they are more interested in selling new products each year and selling subscriptions than in making good products and supporting their customers. 

Good bye.

[LlanisCar]

I'm having the exact same problem. Frustrating and time consuming. Unbelievable that a Fitbit product would have such an obvious error and still the company does NOTHING to fix it.

I truly do not want to change scales, but you, FITBIT, are leaving many of us no choice. If your products cannot keep up with new technology then you've just lost the race....

Sadly, at the moment, looking into other "smart" scales....will not risk buying Aria again. 

[LisaO62]

It must be a 2019 issue as same problem here in Canada … replaced batteries and X#@!%? the scale won't read and gives the ERR message.  As advised by Rep, I took batteries out and waited 1 minute and put in new but still same problem. Rep stated since no longer under warranty nothing can be done.  Fairly useless considering this is NOT an isolated problem from the notices on this forum.  Another 75 minutes I will never get back and still don't know my weight.  Come on Fitbit - stand behind your product.  A $150 scale should perform forever!  Definitely will NOT purchase another.  Total BS.

Those instructions resulted in the same ERR message occurring.  It is frustrating that this scale is now nothing more than scrap garbage through no fault of mine… if I had known it had a shelf life of only 2 years I would have NEVER purchased it in the first place.  Will definitely advise all of my friends to not waste their money - especially at this critical get fit time of year!

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi guys! I'm so sorry about the experience you had with the Aria scale. I appreciate your feedback since this helps us to keep improving.

[Vartanu]

I understand that you are sorry, my question still remains: What do I do with the scale?

[LlanisCar]

So, that's the best Fitbit can do? Send someone to say they're sorry We are
having problems with the scale?!?!? We are not having problems, the scale
has a problem! At the very least I expected an admission from Fitbit that
you are responsible for not fixing the problem to begin with along with a
solution and real apology.

Moderator edit: format. 

[zakatak]

I have the same problem everyone describes here. Been thru customer service and it’s past the warranty. How about I send it back to Fitbit and I get a $50 credit toward a new scale? Seems fair... sad that a company won’t stand behind their product.

[JayD96]

Hello JuanJoFitbit,

I appreciate your reply in this form; however, I followed your reset directions with no Solti this err problem.  This product costs too much for your consumers to have the same issue.  Consumers needs to feel like they can get solutions to the problem they are having with your products and vague answers and an additional cost for a new product suggested by customer service as a solution to the problem.  Please give us valid answers to a solution or discontinue the product due to consumer issues.  Consumers do not want to pay for a product that will stop working on its own.  This is my second Fitbit scale which has the same issue.  

[gray_man]

Hey Fitbit. When are you going to sit up and take notice.
As you can see there are hundreds of users of Aria scale all over the world with the exact same problem. After changing batteries or resetting the WiFi connection, the Err message comes up. This is not an isolated problem. We (the users) are not all imagining this problem or using the service incorrectly, or abusing the device. We are not all as stupid as you make us out to be. We had a properly working device, and by simply replacing flat batteries, we are left with a dead scale. The sooner you stop telling us to reset it and weigh ourselves 5 times and provide a proper, logical, rational explanation and solution, the better off we'll all be. I have a FitBit Ionic, Fitbit Charge 2, Fitbit Surge and Fitbit Aria, so I know a bit about Fitbit and have been a loyal customer over many years. You are at risk of losing me as a customer forever, plus many others, because of your inability or unwillingness to acknowledge the fault in your product. Why should I waste time and money with Fitbit when there is so little return. It's a competitive world out there and your doing your best to lose your hard earned reputation. Fix it and show us you are still a major player in the field, or forget it . There are plenty of other alternative devices from other manufacturers where my hard earned $$ can be spent

Moderator edit: format. 

[mbmirkwood]

Same here. Fresh batteries, wait 15 seconds, flat surface, bare feet, reconnect to wifi blah blah blah. It literally worked yesterday. 

Moderator edit: format.