"Something went wrong" during Aria Air setup

[FHCSD]

There has been a consistent difficulty with setting up the Aria Air scale since Fitbit moved to Google. When attempting to pair the device, an error occurs.  

Moderator Edit: Clarified subject

[MikeS807]

It 100% is and I have told them this.   But they keep sending me stupid fixes that don’t work.    I signed onto an old account that wasn’t merged to Google and the Aria Air paired no problem.   The minute I sign onto my current account that I stupidly merged to goole I get that “something went wrong” message.    I have told them this numerous times and no one is listening or they just don’t care 

[MikeS807]

I have told your people that emailed me a stupid fix that doesn’t work that it is something to do with the accounts that’s merged to Google.    I signed on to an old account I had that wasn’t merged to Google and the Aria Air paired fine with no problems.   It’s when you try to pair it with an account that merged to Google is when you get the “something went wrong” error message.   You need to tell your IT people about this so they can fix it ASAP.   It’s not fair people buying this scale and can’t even use it because of fitbits negligence.   

[mohitkrec]

Yes, very unprofessional of Fitbit. If they do not have a resolution, they need to inform the customers and issue a recall. And they should remove Aria Air from sale. It is not a corner case we can live with. It is the basic, core functionality/setup of the device. Fitbit does not realize the loss of credibility and brand damage this issue is causing them. Unfortunately, all support folks on this forum are non-technical and incapable of understanding the issue, the urgency and are not able to relay it to the engineering teams. This kind of issue keeps the engineering awake and is expected to be resolved in one to two days. Here, we are sitting for 2 months with no visibility into the resolution. Hopefully, someone technically capable from Fitbit (if any) will read this thread and help drive it forward with urgency.

[2501]

you can use it by not log in use google credentials --
Allex Ferreira

[IPWinsor]

I blame Alphabet/ Google. They are certainly devaluing the asset they
acquired that is Fitbit. I wonder if maybe Alphabet got rid of the Fitbit
software developers, and replaced them with Alphabet developers. That
might explain why this is not getting fixed like it should be.

[mohitkrec]

Most of us have all our data from the trackers in our google fitbit account now. So, the workaround of using a non google account is not going to work for us. We want to log the weight in the same account where we have all our other data stored.

[mohitkrec]

True, quite possible. And for Google, Aria Air ought to be the lowest priority amidst their focus  on Cloud and AI :). However, we are Fitbit customers and from our perspective, they need to be held accountable. We need to keep pushing them for a resolution.

[tgodden]

But you cannot get a new account that is not tied to google as I
understand. So unless you already have one this is a paperweight.

They simply don’t care this has been weeks. Any second year software
engineering student could have fixed this by now…. If they cared.

[tgodden]

This fraud... they sold us something that they know doesn't work.

[AngelaS58]

I purchased the Aria Air scale’s just few days ago and having the same issue- why are Fitbit still selling these scales when they do not work as advertised? Im pretty sure this contravenes advertising guidelines. 
Please advise when this is expected to be resolved!

[m_kbrock]

I think what's the most annoying, at least for me, is that they took something that worked (before the switch to Google) and made it stop working with the switch. You broke it, you fix it.

[MichaelDavid]

Hi, I have no signal from Wi-Fi or Bluetooth on my aria air. I’ve been through all of the directions on line but still no signal is detectable.  

what to do?

[Bizibruja]

Same here too. It’s so frustrating 

[IPWinsor]

There was an update today for the Fitbit IOS app, but it does not address the Air pairing issue.  This is seriously messed up that Google/Alphabet is not resolving an issue they created by forcing us to change logins.  

[SunsetRunner]

Yes, creating a new account and skipping the Google account did the job! Not so fun for you who have years of data...

[SunsetRunner]

Creating a new Fitbit only account that is...

[MikeS807]

That’s what I keep trying to tell Fitbit but no one their end will listen.
They keep sending me stupid fixes that won’t work and I have told them
that I signed onto an old account that wasn’t merged to Google and it
paired fine. It’s something with the merged accounts and they need to fix
it. But then don’t listen

[Lizbethannb]

Sorted x thank you for the advice 

[Lizbethannb]

I deleted my account, created a new one and said no to google 

[tgodden]

Thanks but you loose all your history