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

[AndreaFitbit]

Thank you for getting back to us and welcome to the new members. I'm sorry for the inconveniences you're experiencing with your Fitbit Aria.

I really appreciate your comments and feedback. Our team works to improve the product and services. 

Thank you for sharing the steps you have followed in order to make your Aria work @mbmirkwood.

Keep on visiting the forums.

[Delosari]

This is not feedback: These are complains for a product which has started to fail massively. We want explanations and solutions. No generic replies and discussions closed.

[JuanJoFitbit]

@Delosari I know how frustrating this is for you. 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.

[SunsetRunner]

I have had my aria for about three years, and I have never had a problem with it until this morning when I set up the WiFi due to a password change (password was put in correctly, it works all all of my other devices including me versa). Now when I step on my scale is says sensing, then step off then thinking and finally err. I have taken out the batteries and reset the WiFi again and it showes the check mark and says it’s connected, but when I step on it I get the same message sensing, step off, thinking, err. I tried calling customer support and got disconnected. From what I’ve read on the forum so far more effort should be put into fixing this issue as this scale costs a lot of money to only last 2 years. I really hope you choose to stand behind your products and do more to make your customers happy 

[JuanJoFitbit]

@SunsetRunner Welcome to our Fitbit Community! I'm sorry to hear about the "Sensing Thinking ERR" message that your Aria is displaying, even though you have tried all the recommended troubleshooting steps.

Since your case was being handled by our Support team, let me go ahead and forward your case to them and they'll be happy to follow up and assist you. You should receive an email from them soon.

Let me know if you have any doubts!

[Françoise]

Hi,

I had the ERR problem with my scale, too. After searching the forum and reading thread after thread, I decided that Fitbit wasn’t going to do anything to try and fix this so, I decided to go with a different brand. You can read about my choice here