A urinalysis measurement may fail due to not closely following the proper guidelines.
It may also fail due to:
- improper positioning of the U-Scan
- improper aiming of the urine sample
- not enough urine sample being collected
- the collection point being obstructed and the U-Scan requiring cleaning
- a hardware issue with the U-Scan
When the measurement fails, the status light on the U-Scan will turn red after the measurement, and you will receive an in-app error indicating the type of issue that occurred. Below are the different errors and scenarios for a failed measurement and what to do.
Important: In some measurement failure scenarios, a test strip may get used. If this happens, please mention this to our Support team. Our team can help provide you a partial refund for the cost of the strip, which will be subtracted from your next Cartridge payment. You can keep on using your device in the meantime.
'Insufficient urine sample' error in app
This error typically relates to an issue with the collection point, which can become clogged after some repeated use depending on how clean it is kept.
It may be that the Withings App had already alerted you that your U-Scan requires a cleaning. Whenever this happens, it's important to follow the instructions in the app to deep clean your U-Scan. This will ensure the collection point is clear and able to take in urine samples.
Once you have confirmed that the collection point is clear and that the U-Scan is properly positioned, please try again following the proper guidelines. If the issue persists, please contact our Support team.
'No urine sample detected' error in app
This error most commonly is due to the user not taking the measurement during the proper measurement window, improper placement of the U-Scan, improper aiming of the urine sample, or simply that there was not enough urine sample collected.
Important: When you manually launch a urinalysis measurement, the U-Scan's status light will turn solid green and a 2-minute window will open to collect the urine sample. If no action is taken within that 2 minutes, the window will close and you may receive the 'no urine sample detected' error in the app.
'Error during measurement' error in app
When the Withings App displays the 'Error during measurement' error, it may indicate a hardware error. Please contact our Support for more help.
No measurement data was received 30 minutes after taking a measurement
If you do not receive any data from your recent measurement within a maximum of 30 minutes, please follow these steps:
- Make sure you are near your U-Scan and open the Withings App.
- Go to Devices > U-Scan > Configure a Wi-Fi network.
- Follow the steps to configure your network.
If you still run into issues, please visit our dedicated article for troubleshooting Wi-Fi issues.