"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

[OKKFran]

Same here. Three days ago

Kevin

[hells_bells1964]

Does anyone know how to fix it yet?

[hells_bells1964]

Me too and uninstalled app and changed batteries and still won’t work

[2501]

it should be something to do with security 

[2501]

I am writing to express my concern and frustration regarding an ongoing issue with my Aria Air scale. I have been experiencing a persistent error in the software that connects to the scale, which has prevented me from accessing the data it collects. This issue has significantly affected my ability to track and manage my health metrics, which is the primary reason I invested in your product.

I have sought help from the Fitbit community forums, hoping to find a solution or at least an explanation for this problem. However, the responses have been less than satisfactory. It seems that many other customers are also experiencing similar issues, and we are all eagerly waiting for a resolution.

I understand that technical issues can arise with any product, but the lack of clear communication and support from Fitbit has been disappointing. As customers, we rely on your products for our health and wellness needs, and we trust that you will provide the necessary support when issues arise.

I kindly request that Fitbit prioritize resolving this software error as soon as possible. Furthermore, I urge you to improve your customer service by providing more timely and informative responses to customer inquiries. We deserve to know what is happening, why it is happening, and how long we can expect to wait for a resolution.

I believe in the quality and potential of Fitbit products, and I hope that you will take immediate action to address these concerns. Thank you for your attention to this matter.

[AWhitton]

Would making a new email, logging into to Fitbit with said email and not accepting a Google merge work perhaps? I bought this scale an HOUR ago today only to find this. I am honestly half tempted to return it to the store

[2501]

I strongly advise everyone to go to their twitter page https://twitter.com/fitbit and post a complaint adding this thread to the post 

[J_rod]

Thank you! At least this tells me it's not worth screwing around with. 

[OKKFran]

I don’t understand how this hasn’t been resolved yet. People like me jumped on the scale sale only to find out it doesn’t work. If not resolved by Friday I’ll be returning mine. 

[2501]

I wrote a long twitter to their twitter account 
if you guys want to comment on it that is the link 

https://twitter.com/AllexFer/status/1683826149103661056?s=20

[2501]

https://twitter.com/AllexFer/status/1683826149103661056?s=20

[krystallazuli]

Commented.  This situation is just not right.  

[LizzyFitbit]

Hi everyone, and welcome to our new members.

Thanks for your continued reports regarding this situation. As mentioned before, our team is aware of the issues experienced during the Aria Air setup process. Currently I don't have more details to share, but I'll keep you posted once I have more information.

Thanks again for the time taken in sharing your feedback, and rest assured our team is working to bring a solution as quickly as possible.

By the way, I'm going to mark this post as the Best Answer, not because it's resolved, but to let other new members know about this matter.

[Jcnyc90]

WOW I am having the same exact issues as everyone else on this thread. I emailed customer service and they gave me the most useful set of tips and instructions which were basically a version of everything available publicly. 

These are screenshots I kept getting on my iphone 13 running ios 16.6 (fwiw I did migrate to google a month ago). 

The fact that there is no software update or communication about Fitbit about the error is infuriating. They should offer us a credit. 

[SpDee2023]

I had the same issue. 

I deleted the app. Added it again. Used a NON-Google account and it worked. 

[2501]

Bellow is what FITBIT support  sent to me on my Twitter mail 

Thanks for the screenshot and for troubleshooting. As part of troubleshooting, all steps will need to be covered. Please try the steps below:

On the phone settings:
-Unpair from Bluetooth.
-Turn Bluetooth off for 10 seconds and back on.

Go back to settings and go to Fitbit, it should say allow Fitbit to access. Turn the following settings OFF:
-Bluetooth,
-Location (deny or never),
-Background app refresh,
-and Cellular data.

After you turn them off wait about 15 seconds and turn them all ON, for location you can select Always.

1. Open the Fitbit app.
2. Tap or click the Account icon at the top left.
3. For setup click on setup a device.
4. For syncing click on the name of the Fitbit scale.
5. Scroll down and click on Sync Now.


second message 

Okay. For me to further investigate this, let's continue working on this. Please try the steps below:

1. Go to your phone's Settings > Bluetooth > Remove Aria Air (forget device).
2. Turn off the phone's Bluetooth > restart your phone:
3. Turn on the phone's Bluetooth
4. Open the Fitbit app and try setting up as a new device: https://help.fitbit.com/articles/en_US/Help_article/1873.htm#How.
5. In case there's no connection, try to give it a restart by touching and hold the button for 5 seconds on the back of Aria Air. The display flashes otA. Touch and hold the button for another 5 seconds, until the display shows clr.
6. If you're still having issue, try our set up troubleshoots here: https://help.fitbit.com/articles/en_US/Help_article/1872.htm.

[OKKFran]

Does that mean you lost all the data from your previous account? 

[OKKFran]

Got closer but stuck on this screen. Dont have an option to unpair it either. 

 

[SunsetRunner]

I had an account which I used until ~ May 2022 when I purchased an Apple Watch. I recently reinstalled Fitbit and transferred my account over to google, deleting all of my old data (on purpose - to restart my health trends) and factory reset my old Fitbit Aria Air. My old Fitbit Aria Air during setup kept throwing a ‘Something went wrong’ when trying to pair error. I followed all of the instructions that Fitbit help gave to me and nothing worked and so they sent me a complementary new Aria scale. The attempts to troubleshoot included factory resetting the scale, turning my Bluetooth on and off, my phone on and off, reinstalling the app, checking nothing else was connected via Bluetooth simultaneously, deleting my old data, replacing the batteries, ensuring my old aria scale was removed as a ‘device’ on my account…. Everything I could think of!  

I have received my new Fitbit Aria Air today and again I’m receiving an error: ‘Something went wrong’ with pairing during setup. I have then created a new Fitbit google account, for another family member, to see if it would pair to a new account which had no history of Fitbit scales etc. - it gave the same error. I then logged in and used a different device (iPad rather than iPhone) and again have received the same error in trying to set up the new scale. 

Has anyone got any suggestions for what to try next? I have two scales now that will tell me my weight for me to manually record but won’t connect to my app at all! the only thing that’s changed since it reliably worked for me is that my accounts (and my family members new account) have been ported over to google….? 

To make matters even weirder, my old scale data from 2022 keeps reappearing and when I try to delete it from my account I get the following error… the scale itself has been factory reset so won’t sync and hasn’t since 2022! 

 

[SunsetRunner]

I’m aware there’s a few threads on this now and I’ve tried the troubleshooting steps in all of the other threads - I’ve spent hours on this problem and I’d quite like a more recent update from Fitbit themselves ! The fact I’ve even tried to create a new account took ages 😂