Before proceeding with troubleshooting, please make sure that your mobile device is compatible with your scale.

Note for Android users: On Android devices, location must be allowed, either at all times or when the app is active. To check location permissions, go to your device settings > App > Health Mate > Permissions > Location.

When the installation/setup of your scale fails for any reason, you will see the following screen on the scale along with an error message in the app:

There can be a variety of reasons that your scale setup fails. Below are some examples of common reasons and tips to solving them. 

Tips to avoid setup installation issues

Please check the following tips to avoid setup installation issues:

• Make sure you're not using a 5 GHz Wi-Fi network as it is not supported by the scale.
• If you have a dual band router (which is able to connect to both 5 GHz and 2.4 Ghz bands), make sure that you connect the scale to the 2.4 GHz band. This can be changed from the control panel of your router.
• Make sure that you're not attempting to connect to a network configured for something other than 802.11b/g/n, such as 802.11ac. This can be changed from the control panel of your router.
• Make sure you have access to the internet on your mobile device.
• Make sure that you keep the app open during the installation process.
• Make sure that the screen of your mobile device stays on during the installation process.
• Make sure that your scale is close to your mobile device during the installation process.

If your scale has previously been installed:

• Check if it has already been paired with your mobile device (or another mobile device) before attempting to reinstall. 
  To do so, go to the Settings of your mobile device, select Bluetooth and locate your scale in the list of devices. Select the small icon to the right of the scale and select the option to Forget or Unpair the device. Try to install your scale again.
• If the setup fails again, please repeat the Bluetooth unpairing process above, factory reset the scale, and try again to install the scale. 

Understanding the phases of the scale setup

In order to properly troubleshoot a setup issue, it is important to know where in the setup process the installation has failed. Knowing the various phases of the setup process can help you understand this. 

The setup of the scale can be broken down into the following phases:

	1 - Bluetooth Discovery The scale broadcasts a Bluetooth signal so you can connect to on the Withings app via your mobile device. 2 - Bluetooth Connection You will be asked to pair the scale with your phone to establish a Bluetooth connection. The screen will display a pin number that you must enter in the Withings app to connect to the scale.
	3 - Firmware Update Your scale will update to the latest version of the firmware if an update is available. 4 - Wi-Fi Setup and Connection You will be asked to select from a list of available Wi-Fi networks so that the scale can connect to your desired network. You can also choose to not connect via Wi-Fi and instead configure the scale to connect only via Bluetooth.*
	5 - Account Association The scale will link to your Withings account. You will then be prompted to complete the final steps to customize the scale (the enabling of certain modes, screens displayed, etc.). Once this is completed, the scale will be ready to use.

The screen of the scale doesn't turn on

This issue is typically related to battery drainage or improper battery placement.

If the screen of your scale doesn't turn on, perform the following steps:

1. If this is your first time installing the scale, make sure you have removed the battery tab.
   
   If you have previously installed the scale, try first pressing the button on the bottom of the scale to wake the scale up. 
2. Remove the batteries of your scale for a full 60 seconds.
3. Make sure the metallic contacts of the battery compartment are touching the batteries in the correct polarity (+/-).
4. Make sure that the batteries are not dirty or corroded.
   If they are, you can clean them with a cotton swab and some rubbing alcohol.
5. Replace the batteries if needed with AAA Alkaline, non-rechargeable batteries.
6. The scale screen should turn on.
   If it doesn't, reach out to Customer Service by clicking the Contact us button at the bottom of the page.

The scale can't be found by your phone via Bluetooth

This issue can occur at Step 2/4 during the Bluetooth connection phase in which you are prompted to pair your scale with your phone via Bluetooth.

If the scale cannot be discovered via Bluetooth by your phone, please try the following:

• Make sure that you have pressed and held the scale's button for at least 3 seconds so that the screen of the scale is in Setup mode and displays "Open App."
• Toggle Bluetooth off and then on again on your mobile device and try the installation process again.
• Restart your mobile device and try the installation process again.

If your scale has previously been installed and cannot be discovered via Bluetooth by your phone, please try the following:

• Check if it has already been paired with your mobile device (or another mobile device) before attempting to reinstall. 
  To do so, go to the Settings of your mobile device (or the other mobile device in question), select Bluetooth and locate your scale in the list of devices. Select the small icon to the right of the scale and select the option to Forget or Unpair the device. Try to install your scale again.
• If the setup fails again, please repeat the Bluetooth unpairing process above (if necessary), factory reset the scale and try again to install the scale. 
• If you are no longer in possession of the other mobile device, factory resetting the scale should let you install it again without issue.  

The scale can't connect to Wi-Fi

This issue can occur at Step 3/4 during the Wi-Fi setup and connection phase and can result in the setup failing and/or an error message in the Withings app. The error message will typically come with a troubleshooting step to help you in the moment. 

If you get the error message "Issue connecting your Wi-Fi" or a similar error, please try the following: 

• Reset the router by unplugging from power for 60 seconds, plugging back in, waiting 60 seconds, then try to install your scale again.
• Make sure your Wi-Fi network doesn't require you to enter a password on a web page (such as on free or public Wi-Fi networks).
• Make sure that your Wi-Fi network is not behind a proxy.
• Make sure that you entered the correct password if you receive a "incorrect password" error on-screen.
• Make sure your network name or password does not use special (non-unicode) characters such as ü or ø, or uses emoji images.
• Make sure you're not using a 5 GHz Wi-Fi network as it is not supported by the scale.
• If you have a dual band router (which is able to connect to both 5 GHz and 2.4 Ghz bands), make sure that you connect the scale to the 2.4 GHz band. This can be changed from the control panel of your router.
• Make sure that you're not attempting to connect to a network configured for something other than 802.11b/g/n, such as 802.11ac. This can be changed from the control panel of your router.
• Make sure that your router authorizes new products to connect and start installing your scale again.
• If a MAC filter is set on your router, make sure you add the MAC address of your scale in your router's green list.

If you are still unable to connect to Wifi, try forcing the firmware update to ensure your scale is on the latest firmware version.

The pairing code is incorrect

When you install your scale, you will be prompted to enter a pairing code that shows up in the app. If the wrong pairing code is entered, the scale will display "Setup failed" and turn off. If this happens, press and hold down the scale's button for at least 3 seconds to start the installation process again. 

If you still encounter issues, reach out to Customer Service by clicking the Contact us button at the bottom of the page.

* Due to local regulations on Wi-Fi devices, Bluetooth should be used to set up your scale in the following countries:

Andorra, Antartica, Bouvet Island, Cocos (Keeling) Islands, Cook Islands, Greenland, Heard Island and Mcdonald Islands, Iran, Republic of Korea, Marshall Islands, Palestine, State of Pitcairn, Saint Helena, Ascension and Tristan da Cunha, South Georgia and the South Sandwich Islands, Sudan, Svalbard and Jan Mayen, Syrian Arab Republic, Timor-Leste, Tokelau