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This article will help you if you encounter any of the following issues:

- Your mobile device can't find BPM Connect via Bluetooth
- The screen of BPM Connect doesn't turn on
- BPM Connect can't connect to Wi-Fi
- The setup process fails

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

 


 

Your mobile device can't find BPM Connect via Bluetooth

If your mobile device can't find your BPM Connect via Bluetooth, perform the following steps:

  1. Turn off the Bluetooth of your mobile device and then turn it back on.
  2. Press the button of BPM Connect for 3 seconds to turn it off.
  3. Quit the Health Mate app and press the button of BPM Connect to turn it on.
    If that doesn’t fix the issue, try uninstalling the app and installing it again.
  4. If nothing else works, perform a factory reset.

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


The screen of BPM Connect doesn't turn on

If the screen of BPM Core doesn't turn on, please load the monitor with provided charging cable. If you performed a factory reset, press and hold the button to turn BPM Connect on.

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

 

BPM Connect can't connect to Wi-Fi

If BPM Connect can't connect to Wi-Fi, perform the following steps:

  • If you get a DNS Error or DCHP Error during the installation process, click here.
  • If you get an HTTP error, make sure your Wi-Fi network doesn't require to enter a password on a webpage (for free or shared Wi-Fi networks) or that it's not behind a proxy.
  • If you get a Wi-Fi error 2, make sure you entered the right password.
  • If you get a Wi-Fi error 3, 4 or 5 message during the installation process, it's most likely because you're trying to use a 5 GHz network, which is not supported. Try using another network instead. If your network is compatible, get closer to your router and reinstall BPM Connect.
  • If you get a Wi-Fi error 6, reboot your router, make sure it authorizes new products to connect and start installing BPM Connect 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 still encounter issues, reach out to Customer Service by clicking the Contact us button at the bottom of the page.

  

The setup process fails

 If the setup process fails:

  1. Make sure you have access to the internet on your mobile device.
  2. Make sure that you keep the app open during the installation process.
  3. Make sure that the screen of your mobile device stays on during the installation process.
  4. Keep your BPM Connect close to your mobile device during the installation process.
  5. Check if BPM Connect has already been paired with your mobile device. To do so, go to the Settings of your mobile device, select Bluetooth and locate your monitor in the list of devices. Select the small icon to the right of the scale and select the option to Forget or Remove the device. Try to install BPM Connect again.

 

I get a DNS or DHCP error during the setup

  1. Go to the Wi-Fi settings of your device.
  2. Check the details of your Wi-Fi network.
    wifi-details.png
  3. Write down the following:
    - the first 3 sets of digits of the "IP address" field - in our example: 192.168.33
    - all of the numbers in the "Subnet Mask" field - in our example: 255.255.252.0
    - all of the numbers in the "Router" field - in our example: 192.168.32.1
  4. Go back to the app to start the installation process.
  5. Select Choose a different network instead of Connect.
  6. Select your Wi-Fi network from the list of available networks.
  7. Type in your password and then tap Manual configuration.
  8. Fill in the fields with the information you copied from the Wi-Fi settings:
    - Paste the first 3 sets of digits of the IP address and add "250" at the end.
    - Paste all the numbers from the "Subnet Mask" in the "Netmask" field
    - Paste all the numbers from the "Router" field.
    - In the "DNS" field, enter "8.8.8.8".
  9. Tap OK under the password field.

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

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