Stuck on "connecting" when trying to set up Aria

[Diglett]

At the end of my tether with my Aria and Fitbit support and wonder if any users can help before I give up and get a Withings scale.

I was having a problem with my Aria not syncing my weight to my Fitbit account, every few days I had to reset my router, then it would work for a bit then stop again.

I thought removing it from my Fitbit account and re-adding it might help.  Big mistake - now I can't add it again.  Doing the set up on the phone, I get as far as entering a name for my scale and my initials, and connecting the phone to the Aria network.  Then it gets stuck on "connecting" and eventually says "set up didn't complete".  The next screen should be one asking me to select my home Wifi network, but I never get as far as seeing this screen or trying to connect the scale to my Wifi.

I have been trying to explain this to Fitbit support but it is like it is manned with bots!  They keep telling me to change various things about my Wifi network, which I have diligently done,but of course they have made no difference because the problem is occurring at the set BEFORE and the scale hasn't even tried to connect to the Wifi.  I have explained this over and over again but I may as well be talking Greek.  Fitbit support used to be really good and I just don't know what has happened to them.

Anyone got any ideas?  Thanks.

[JuanJoFitbit]

@Diglett  It's great to see you in our Fitbit Community! I'm sorry about the experience you had with your Aria scale. I totally understand how frustrating this is for you and I appreciate your feedback and comments since this helps us to keep improving.

In case you change your mind, please reply to the last email that our Support team sent you so they can follow up according to the information requested by them.

[Diglett]

I've replied to Support about ten times but I can't seem to make them understand that it's not a problem with my wifi settings. 

[JuanJoFitbit]

@Diglett Thank you for getting back! I was able to get in touch with our Support team and was told that they'll be happy to assist you. Please reply to their last email and they will follow up in order to find a solution.

Let me know if you have any doubts! 

[dmcnulla]

This is the hardest set up in the world. I've been at it for an hour! Not fun.

My phone keeps showing "connecting" and the dots keep moving, the Aria says SETUP ACTIVE, the phone is connected to the ARIA via wifi, until it finally says "Set up didn't complete".

I shouldn't need help with something this simple.

I updated my phone fitbit app, then it connected. Seems like the app should force me to update if things are going to work until I update.

Moderator edit: merged reply

[Diglett]

Do the Support Team promise to stop asking me about my wifi settings?

[JuanJoFitbit]

@dmcnulla Welcome to our Fitbit Community! I'm sorry to hear about the setup issues you experienced with your Aria scale. However, I'm glad to hear that you managed to get it connected after updating your phone's app. Thank you for posting the update here. Don't hesitate to get back if more assistance is needed.

@Diglett I know that this is frustrating for you. However, our Support team will be happy to follow up and needs your reply in order to proceed accordingly. I appreciate your patience and understanding with this.

I'll be around if more questions arise!

[Diglett]

I don't believe this. I got an email from. Support... Asking about my wifi settings!!

I am not at all convinced that my messages are being answered by a human. Do you use bots?

[kaj205]

Same issue here. Purchased new gateway...hours moving through the steps only to get to "joining wifi" then WIFI ERR! Infuriating. 3 messages to Fitbit. NO response. Would be nice to have access to a live person. 

[JuanJoFitbit]

@Diglett I'm sorry for the late response. However got in touch with our Support team and was told that they contacted you via email in order to follow up. Please let me know if you received their email.

@kaj205 I'm sorry to hear that your Aria is not connecting to your WiFi. Please make sure that your router runs the protocol 802.11b and the bandwidth is 2.4 GHz. These settings can be verified with your Internet service provider.

Regarding the messages to Fitbit, please let me know if you contacted them via email, chat or phone.

Keep me posted!

[derfoh]

I have the same problem. Anyone find a solution? I've already made sure my fitbit app is up to date.

Also 802.11b???? This spec was released 20 years ago!!!

[Dany__boy]

Hello

I had the same problem with my Aria. 💪 That works for me was power OFF and power ON again my iphone, close totally the App and open it again, repeat all the procedure and finally I was to follow forward the "Connecting..." screen and finally link the scale to my account. 😀

I hope it works for you guys.