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Not sending data to the app

Body Smart
Answered
Written by Chris D

1 comment

So, the first couple of months the scales worked fine. The last 3 weeks not so much. The scales are syncing with the app, the scales have had new battery’s, the router has been rebooted, the scales have been uninstalled and reinstalled but non of that has done anything to help the data sync into the app. Every couple of days it works, I know when it isn’t working because the screen details come in a different order to how I have set the scale up. I can’t get why if it says it has synced at the same time I have stood on the scale, it hasn’t sent the data. What I have now, is a very very expensive dumb scale that requires me to manually input my weight each morning.
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  • Official comments from Withings
    Kaye From Withings

    Hello @Chris D,

     

    Thank you for reaching out. I'm sorry to hear that your Body Smart scale is unable to automatically sync your measurements. I appreciate the information you shared and the troubleshooting you performed. The fact that your screen sequence changes (the data appearing in the wrong order) is a key detail. This usually indicates the scale appears to be failing to recognize your user profile, which prevents the data from "sticking" to your account even if the scale thinks it synced.

     

    To get this resolved, could you please try the following?

    • Check for "Unknown Measurements": In your app, go to the "Weight" section and check if there is a notification for unknown measurements. If the scale doesn't recognize your weight (perhaps due to a small weight change), it won't sync until you manually assign those readings to your profile.

    • Check the Wi-Fi frequency: Our scales perform best on a 2.4GHz frequency. If your router merges 2.4GHz and 5GHz into one name, the scale can sometimes "drop" the data packet during the handshake.

    • Force a firmware check: Since the screen order is resetting, please go to Devices > [Your Scale Name] > Update to ensure the software hasn't glitched during a previous update.

     

    If these don't resolve it, I want to make sure we look at your specific device logs. Please contact us via chat at https://bit.ly/3Lg5tPL and provide your scale's serial number. Mention that you have already performed a reset and router reboot so we can skip the basics and get straight to a deeper fix or replacement options.

     

    Best regards,

     

    Kaye, Withings Customer Service

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