Important tips to avoid installation issues

• Make sure that you choose the correct watch from the list of available watch models when you start the installation. Some watches in the list can look similar and choosing the incorrect model will result in a setup failure. 
• Make sure that your mobile device is compatible with ScanWatch
• Make sure that your mobile device has access to the internet 
• Make sure that your mobile device remains unlocked and the Withings app is always in the foreground during the installation process
• Make sure that your ScanWatch remains close to your mobile device during the installation process
• Make sure that you pair your ScanWatch from within the Withings app and not from within your phone’s Bluetooth menu
• You may have to disable Bluetooth on any nearby devices except the one with which you are attempting to connect
• If ScanWatch has already been paired with your phone prior to installation, remove it from your mobile device's Bluetooth settings. To do so, go to the Settings of your mobile device, select Bluetooth and locate ScanWatch XX in the list of devices. Select the small icon to the right and select the option to Forget/Unpair the device.
• Android users may have to change the location permissions of the app to be able to connect via BLE (Bluetooth Low Energy). To do so, go to Settings > Apps > Withings > Permissions and enable Location

Your mobile device is having trouble finding your ScanWatch via Bluetooth

1. Make sure your ScanWatch is within 1 m/3-4 ft of your mobile device to ensure the strongest connection.
2. Make sure your ScanWatch displays SETUP, followed by a Bluetooth logo, when you press the watch button.
   If it doesn't, please charge your watch. If it displays the current time instead of SETUP and a Bluetooth logo, perform a factory reset.
3. Disable and re-enable Bluetooth on your mobile device.
4. Restart your mobile device.

Your ScanWatch doesn't restart after the installation

If your ScanWatch doesn't restart after the installation, perform a factory reset. To do so, follow these steps:

1. Open the Withings app and select Devices (the small watch icon on the bottom right-hand side of the app). Select ScanWatch from the device list, scroll down and then select Dissociate this product.
2. Go to the Settings of your mobile device, select Bluetooth, and locate ScanWatch XX in the list of devices. Select the small icon to the right and select the option to Forget/Unpair the device.
3. Press and hold the button on the side of the watch for 5 seconds. ECG, SpO2, or Workout mode may start after one second, but continue holding the button until a menu appears on the watch's display.
4. When on this menu, press the button to cycle through the available screens until the screen shows Factory Reset.
5. While the watch shows Factory Reset, press and hold the watch button for one second and you will see Reset in 5 clicks.
6. Press the button 5 times and the watch will be reset to factory settings. While this occurs, the word Reset will appear on the watch’s display.
7. The watch will now restart and show Hello! on its display. Please note that if the watch does not show Hello!, this means that the factory reset was not successful and so it must be performed again.
8. You can now reconfigure the watch. Click here for instructions on how to reinstall your ScanWatch.

The Withings app remains on 'Configuring your watch' during the installation process

1. Please forget the watch from the Bluetooth settings of your phone. Go to the Settings of your mobile device, select Bluetooth, and locate ScanWatch XX in the list of devices. Select the small icon to the right and select the option to Forget/Unpair the device.
2. Delete the Withings app and reinstall it.
3. Log back into the Withings app, and attempt to configure the watch again.

The Withings app says that the PIN or pairing code is incorrect

If this message is displayed, it means that your mobile device needs to be restarted. Please follow the proper procedure for your specific mobile device to restart it and retry the installation process. 

The watch screen shows an 'X' icon

This generally occurs because your watch was previously configured on your mobile device, but it has not yet been forgotten from Bluetooth. Please make sure that the watch is forgotten from your mobile device’s Bluetooth settings. To do so, go to the Settings of your mobile device, select Bluetooth and then locate ScanWatch XX in the list of devices. Select the small icon to the right and select the option to Forget/Unpair the device.

A vertical bar appears on the display of your ScanWatch

A vertical bar may appear on the display of your ScanWatch right after the setup. If this happens, press and hold the side button of your ScanWatch for 15 seconds.

Your watch cycles through different screens on its own (also known as 'Demo Mode')

Press and hold the button for 5 seconds until 'Demo Mode Exit' is displayed, then press and hold the button until the watch shows 'Reset in 5.' Keep pressing the button until it shows 'Reset in 0' (it will count down with each press). This will reset the watch to allow you to reinstall it.

Note: If you previously installed the ScanWatch on your mobile device, please make sure that the watch is forgotten from your mobile device’s Bluetooth settings. To do so, go to the Settings of your mobile device, select Bluetooth and then locate ScanWatch XX in the list of devices. Select the small icon to the right and select the option to Forget/Unpair the device.

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