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

Note for Android users: On Android devices, location must be allowed, either at all times or when the app is active. To check location permissions, go to your device settings > App > Health Mate > Permissions > Location.

When the installation/setup of your scale fails for any reason, you will see the following screen on the scale along with an error message in the app:

There can be a variety of reasons that your scale setup fails. Below are some examples of common reasons and tips to solving them. 

Tips to avoid setup installation issues

Please check the following tips to avoid setup installation issues:

• 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.

If your scale has previously been installed:

• Check if it has already been paired with your mobile device (or another mobile device) before attempting to reinstall. 
  To do so, go to the Settings of your mobile device, select Bluetooth and locate your scale in the list of devices. Select the small icon to the right of the scale and select the option to Forget or Unpair the device. Try to install your scale again.
• If the setup fails again, please repeat the Bluetooth unpairing process above, factory reset the scale, and try again to install the scale. 

Understanding the phases of the scale setup

In order to properly troubleshoot a setup issue, it is important to know where in the setup process the installation has failed. Knowing the various phases of the setup process can help you understand this. 

The setup of the scale can be broken down into the following phases:

	1 - Bluetooth Discovery The scale broadcasts a Bluetooth signal so you can connect to on the Withings app via your mobile device. 2 - Bluetooth Connection You will be asked to pair the scale with your phone to establish a Bluetooth connection. Depending on the scale model, this may show 1/4 instead of 2/4.
	3 - Firmware Update Your scale will update to the latest version of the firmware if an update is available. 4 - Wi-Fi Setup and Connection You will be asked to select from a list of available Wi-Fi networks so that the scale can connect to your desired network. You can also choose to not connect via Wi-Fi and instead configure the scale to connect only via Bluetooth.
	5 - Account Association The scale will link to your Withings account. You will then be prompted to complete the final steps to customize the scale (the enabling of certain modes, screens displayed, etc.). Once this is completed, the scale will be ready to use.

The screen of the scale doesn't turn on

This issue is typically related to battery drainage. If your scale's display doesn't turn on:

1. Check that your scale has sufficient battery power.
2. If the battery is drained, charge your scale for up to 5 hours.
3. Restart the scale by holding the button on the right-hand side of the scale for 20 seconds.

If the scale still doesn't turn on, reach out to Customer Service by clicking the Contact us button at the bottom of the page.

The scale can't be found by your phone via Bluetooth

This issue can occur at Step 2/4 during the Bluetooth connection phase in which you are prompted to pair your scale with your phone via Bluetooth.

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

• Make sure that you have pressed and held the scale's button for at least 3 seconds so that the screen of the scale is in Setup mode and displays "Open Withings App."
• Toggle Bluetooth off and then on again on your mobile device and try the installation process again.
• Restart your mobile device and try the installation process again.

If your scale has previously been installed and cannot be discovered via Bluetooth by your phone, please try the following:

• Check if it has already been paired with your mobile device (or another mobile device) before attempting to reinstall. 
  To do so, go to the Settings of your mobile device (or the other mobile device in question), select Bluetooth and locate your scale in the list of devices. Select the small icon to the right of the scale and select the option to Forget or Unpair the device. Try to install your scale again.
• If the setup fails again, please repeat the Bluetooth unpairing process above, factory reset the scale, and try again to install the scale. 
• If you are no longer in possession of the other mobile device, factory resetting the scale should let you install it again without issue.  

The scale can't connect to Wi-Fi

This issue can occur at Step 3/4 during the Wi-Fi setup and connection phase and can result in a specific error screen on your scale. Below is a list of error messages that you can see on your scale screen and the action to take:

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

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

Note: Due to local regulations on Wi-Fi devices, Bluetooth should be used to set up your scale in the following countries:

Andorra, Antartica, Bouvet Island, Cocos (Keeling) Islands, Cook Islands, Greenland, Heard Island and Mcdonald Islands, Iran, Republic of Korea, Marshall Islands, Palestine, State of Pitcairn, Saint Helena, Ascension and Tristan da Cunha, South Georgia and the South Sandwich Islands, Sudan, Svalbard and Jan Mayen, Syrian Arab Republic, Timor-Leste, Tokelau