General tips to avoid setup issues with the Withings App

Please check the following tips to avoid setup issues when installing the U-Scan with the Withings app:

• 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.
  Keep your scale close to your mobile device during the installation process.

The U-Scan status light doesn't turn on

First-time installation

If U-Scan's status light doesn't turn on when being installed for the first time, it is most likely due to battery drainage.

If your U-Scan's indicator light doesn't turn on during initial installation, make sure that your U-Scan is fully charged. 

Previously installed

If you have previously installed your U-Scan and run into this issue, it is most likely a battery level issue but could also be due to excessive humidity levels inside the U-Scan itself. 

To confirm the nature of the issue, follow these steps:

1. Check the battery level of your U-Scan in the Devices section.
2. Check the inside of the U-Scan for water exposure and follow all of the steps in the article if necessary. 
3. If the battery is drained, charge your U-Scan for at least 5 hours using the included USB-C cable.
4. Restart the device by opening the U-Scan and holding down the power button for 5 seconds until it the indicator light turns orange. 

The U-Scan can't be found by your phone via Bluetooth

This issue can occur during the step in which you are prompted to pair your U-Scan with your phone via Bluetooth.

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

• Toggle Bluetooth off and then on again on your mobile device and try the installation process again.
• Make sure that you have pressed and held the U-Scan's power button for at least 3 seconds until the indicator light starts blinking blue, signaling that it is trying to pair with the phone.
• Restart your mobile device and try the installation process again.
• If the issue persists, reset your U-Scan by opening the U-Scan and holding down the power button for 20 seconds until it the indicator light turns orange, red, and then off. Try the installation process again. 
• If the issue still persists, factory reset your U-Scan and try the installation process again. 

The U-Scan can't connect to Wi-Fi

This issue can occur during the Wi-Fi setup 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 U-Scan 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 U-Scan.
• 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 try installation again.
• If a MAC filter is set on your router, make sure you add the MAC address of your U-Scan in your router's green list.

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