Why isn't my Fitbit scale working?

Learn how to troubleshoot your Fitbit Aria series scale.

If your scale isn't syncing to the Fitbit app, see Why won't my Fitbit device sync?

If your scale doesn't turn on when you stand on it, you may need to replace the batteries. For Aria Air, check the battery level icon on the display. For Aria and Aria 2, check the battery level in the Fitbit app or on the fitbit.com dashboard.

  1. Tap the Today tab then your profile picture.
  2. Check the battery icon next to the name of your scale. The battery level is accurate as of the last sync.
  3. If the battery level is low, replace the batteries.
  4. If the battery level isn't low, remove the batteries for at least 10 seconds and reinsert them.
  1. From the fitbit.com dashboard, click the gear icon .
  2. Check the battery level of your scale. The battery level is accurate as of the last sync.
  3. If the battery level is low, replace the batteries.
  4. If the battery level isn't low, remove the batteries for at least 10 seconds and reinsert them.

If your scale doesn't turn on after replacing the batteries, contact Customer Support.

Choose your scale for more information.

The table below shows the different error messages you may encounter. If you're still having difficulty after completing the troubleshooting steps, contact Customer Support.

Error MessageIssueTroubleshooting Steps
WIFI ERR or NO SYNC (during setup)The scale couldn't communicate with your Wi-Fi network.

This error occurs most commonly when the network password is entered incorrectly or the router was not properly set up. It could also be due to a network firewall, MAC filtering, or the use of network extenders or repeaters. Verify that your password is correct and that your router is set to allow for the required 802.11b connection. If you're unsure of your Wi-Fi password, see How do I find my Wi-Fi network password and security setting? If you need assistance verifying your router's configuration, consult your router's manual or contact your internet provider.

Before you try to set up your scale again, we recommend the following:

  • Keep the scale within 10 feet of your router.
  • Clear the cache and cookies in your browser.
  • We don't recommend using extenders. If you're using an extender, make sure it's on a lower channel than your router.
NO SYNC or Wi-Fi symbol with an “X” (after weigh-in)The scale can't communicate with your Wi-Fi network.

This error occurs most commonly when the network settings are changed, such as when you set up a new router or change your network name or password. If you've recently changed your network settings, see How do I reconnect my Fitbit scale to my wireless network? If you're unsure of your Wi-Fi password, see How do I find my Wi-Fi network password and security setting?

Verify that your router is powered on and that Aria is nearby. For troubleshooting steps, see Why won't my Fitbit device sync?

SENSING, THINKING, ERR The scale can't measure your weight. Remove the batteries for 10 seconds and reinsert them. Be sure the scale is placed on an even surface and weigh yourself again. If this error message persists, contact Customer Support.
GUESTThe scale can't identify the user who weighed in. If your Fitbit account is linked to the scale, see Why is my Fitbit scale recognizing me as a guest?

The table below shows the different error messages you may encounter. For information on icons that appear on Aria 2, see What does the icon on my Aria 2 mean? If you're still having difficulty after following the troubleshooting steps, contact Customer Support.

Error Message IssueTroubleshooting Steps
WRONG PASSWORD The Wi-Fi password is incorrect. This error occurs most commonly if you changed your Wi-Fi password or entered it incorrectly during setup. Remember that your password is case-sensitive. If you recently changed your network settings, see How do I reconnect my Fitbit scale to my wireless network? If you're unsure of your Wi-Fi password, see How do I find my Wi-Fi network password and security setting?
CAN'T CONNECT The scale can connect to the router but has no internet access. Check your Wi-Fi connection with another device, such as a phone or computer. If that device can't connect to the internet while connected to your Wi-Fi network, restart your router. If you still don't have internet access, check that the router's cables are plugged in.
NO WIFI The scale can't access the router. Check that your router is on. If so, move your scale closer to the router and try setting up the Wi-Fi network connection again. For instructions, see How do I reconnect my Fitbit scale to my wireless network? If manually adding your network, be sure to select the correct security type. To find your network security type, see How do I find my Wi-Fi network password and security setting?
WEAK SIGNAL The scale recognizes the router but can't connect to it. Move your scale closer to your router. Make sure you're not using a public Wi-Fi network, including any network that requires you to accept terms and conditions or log in before use.
CONNECTION ERROR The scale can't connect to your Wi-Fi network but the cause is unknown. Move your scale closer to your router and make sure you're not using a public Wi-Fi network, including any network that requires you to accept terms and conditions or log in before use. If you receive this error more than four times in a row, wait a day before attempting another weigh-in. If this error message persists, contact Customer Support.
!The scale experienced a potential hardware failure. Remove the batteries for 10 seconds and reinsert them. If this error message persists, contact Customer Support.
1You remained on the scale for too long after completing a weigh-in. Step off your scale after completing a weigh-in or when the scale shows the footprint icon moving backward, indicating it's time to step off the scale. If your scale continues to show this error when you weigh yourself, even after stepping off at the appropriate time, contact Customer Support.
2Too much weight was placed on a section of the scale. Weigh yourself again. If this error message persists, contact Customer Support.
3The scale can't complete the weigh-in. Weigh yourself again. If this error message persists, contact Customer Support.
5The scale can't complete the weigh-in. Weigh yourself again. If this error message persists, contact Customer Support.
6Your weight wasn't centered on the scale. Make sure your scale is on a flat, even surface. When you see an arrow on your scale, it means your weight was unbalanced and you need to move in the direction of the arrow. Weigh yourself again.
400+ / 180+ / 28+ The scale's maximum weight limit was exceeded. The maximum weight Aria 2 can detect is 400 pounds (180 kilograms or 28 stone).
GUESTThe scale can't identify the user who weighed in. If your Fitbit account is linked to the scale, see Why is my Fitbit scale recognizing me as a guest?
Blank screen after removing the plastic tab from the battery compartment The batteries might not be inserted correctly. Tap the scale with your foot to see if the screen turns on. If the screen remains blank, open the battery door on the back of the scale and remove the batteries. Reinsert the batteries and close the battery door, then check the scale's screen. Step on the scale to weigh yourself.

The table below shows the different error messages you may encounter. If you're still having difficulty after completing the troubleshooting steps, contact Customer Support.

Scale's display with a battery icon in the lower-left cornerReplace batteries. For more information, see How do I check the battery level of my Fitbit scale?
Aria Air screen with a C on the far rightStep off the scale, and let the display reset. Then complete a weigh-in.
Screen with four dashesThe weight exceeds the scale’s limitations. The maximum weight Aria Air can detect is 397 pounds (180kgs or 28 stone: 5lbs).

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