Important: Please make sure that you are using the most recent version of the Pairing Wizard. To do so, follow the instructions here to access the Pairing Wizard download.

The screen of the scale doesn't turn on

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

1. Make sure you've removed the battery tab if it's the first time you're installing the scale.
   
2. Make sure you're using alkaline, non-rechargeable batteries.
3. Make sure the metallic contacts of the battery compartment are touching the batteries and that they are not dirty or corroded.
   If they are, you can clean them with a cotton swab and some rubbing alcohol.
4. Make sure the batteries work properly.
   You can try using new batteries to see if that's where the issue comes from.
    

The Pairing Wizard is showing an error

If your scale displays an error message, perform the following steps:

• If you get a Network refused error, make sure you're using a 802.11b/g network and that there is no mac address filter on your router.
• If you get a Device busy error or if the Continue button is grayed out during the installation, try using another USB to mini USB cable. You can also try connecting the cable to another computer.  
• If you see the message “several Withings devices are connected to your computer", unplug all other USB devices connected to your computer. You can also try connecting the cable to another computer.  

The setup process fails

 If the setup process fails:

1. Make sure the USB cable is functional.
2. Make sure the batteries work properly.
   You can try using new batteries to see if that's where the issue comes from.
3. Make sure that your Wi-Fi works properly.
   Note that the minimum requirements for wireless is 2.4GHz, 802.11b/g/n wireless.
4. Try rebooting your router if necessary.

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