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90% of Withings issue can be solved with these three steps

90% of Withings issue can be solved with these three steps

 1. Check for Unassigned Data

  • Log into your Account at www.withings.com and navigate to your My Dashboard blue graph page.
    Do you see Unassigned Data under your user name on the left side of the screen?
  • If you don't have Unassigned Data proceed to step 2.
  • If you do have Unassigned Data, please follow the instructions below on this wiki page for Unassigned Data.

2. Press button on the Scale

  • Press the silver button on the bottom of the scale for 8 seconds.

 

  • Look at the scale display. If the show a checkmark, your scale is properly paired with your Withings account.
  • If display shows USB, you need to follow the instructions for Installing a new scale. Your scale needs to be connected to your wi-fi and associated with your account. Click the Install New Scale button, then the Configure My Scale button to first connect your scale to your Wi-Fi. Be sure to use your existing account login and password.
  • If you see a 6 digit number that starts with three zeros, see Withings Scale Error Codes.
  • If you see a 6 digit number that does not start with three zero, follow the instruction below to Associate the Scale.

3. Check if a scale is shown on your Withings account

  • Navigate to the My Account tab in the upper right side of the withings screen.
    Do you see a scale listed below the Install New Scale button? See instructions below for Checking if Your Scale is Associated.
  • If a scale is displayed, you need to Associate the scale with your account. Follow the instructions to Associate the Scale.
  • If a scale is not displayed but you believe you did connect the scale to your Wi-Fi, follow the instructions to Associate the Scale.
  • If a scale is not displayed and you didn't connect the scale to your Wi-Fi, click the Install New Scale button, then the Configure My Scale button to first connect your scale to your Wi-Fi. Be sure to use your existing account login and password.

Unassigned Data

Unassigned Data

If you do not have any recent weigh-in data points on your profile graph, check to see if there is an Unassigned Data entry under your profile name. If so, you need to identify your weigh-in points under unassigned data and assign them to your profile.


Assign the data to your profile:

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If you are using Internet Explorer and are having trouble editing your weight data points, your user information, or changing from Kg to lbs at withings.com, switch to another browser.

We recommend using Chrome, but you can also use Firefox or Safari.
Chrome Download 

  • Log into your account at Withings.com.
  • Navigate to your Dashboard and on the left side of the screen, click the Unassigned data profile bar. 
  • On the graph to the right, click each weight data point that belongs to your profile. You will see a drop down box that allows you to assign it to your profile name.   Note: You can also click the weight data point to select it, then click the arrow icon in the black box in the lower right side of the screen and choose your profile to re-assign the data point to your profile.
  • If there are any weight data points that do not belong to your profile, click the data point and click the trash can icon in the black box in the lower right side of the screen. 
  • Check the set weight on your profile by clicking the Info tab above the graph. The number can be set if there are no weigh-ins, and will be greyed out with the latest weight assigned to your profile. If this number is different than your actual weight, every time you weigh in, weights will continue to be assigned to Unassigned data until you move an accurate data point to your profile name. 

 

Reasons you may have unassigned data:

  • One symptom of this is you are weighing in without error, but your weight is not showing up at Retrofit.

  • Another symptom is the scale is only measuring your weight, and not your BMI.
  • If you originally weighed in wearing clothes and shoes, another person weighed in first, or the initial starting weight you manually entered into your profile is not close to your current weight, when you weigh in, the weight data will not be assigned to your user name. Instead weight data will show under an unknown user or unassigned data. You must re-assign this data point to your profile. 

  • If there are multiple users, the scale may have tried to automatically assign the weight to the correct person. If it can not find who the weight belongs to, it is updated as unassigned data. When this happens, during your weigh in, you wil not see all of the measurements being conducted on the display, specifically the BMI since the height is required to make this calculation and it does not know who you are.

Checking if Your Scale is Associated

Is My Scale Associated?

Follow the steps below to see if your Withings scale is associated with your Withings account.

    • Log in to your account at withings.com.
    • Click the Access My Withings Account button.
    • Click the My Account tab.
    • You should see a scale listed under scale 1.
    • If you see a scale listed, you have correctly Associated your scale to your Withings account.
    • If you do not have a scale listed, and you did not use the pairing wizard to connect your scale to your Wi-Fi, then see the Withings Setup Instructions on the Getting Started with the Withings Scale page.
    • If you do not have a scale listed, and you did use the pairing wizard to connect your scale to your Wi-Fi by entering your Wi-Fi password, then you need to Associate the Scale.

Associate the Scale

Associate the scale

If you have completed the Withings Pairing Wizard and your scale is connected to your Wi-Fi router, but you get the message that no scale has been linked to your account, take the following steps:

To Associate your scale, take the following steps:

  • Navigate to www.withings.com
  • Click the white My Account button
  • Enter your email and password for Withings, then click the green Sign In button.  
     
  • If you have the new Withings Health Mate dashboard, click your user name on the blue bar in the upper right corner of the screen, and click Settings. Find your wi-fi Body Scale, then click the blue Reconfigure my scale button.
     
  • If you have the original Withings dashboard, click the My Account tab, and Install New Scale button.
  • Choose the second blue button, Associate the Scale.


  • Press the silver button on the bottom of the scale for 8 seconds. Your scale should automatically associate with your account, or you can type in a six-digit number if a code appears on the scale.
  • Finally log into your account at Retrofitme.com. If you are still on your checklist and your scale has not been connected to Withings, do so now.

Scale Syncing to Withings But Not to Retrofit

Scale is not syncing to Retrofit

Determine if the scale is syncing to Withings

If your scale is not syncing to Retrofit, you need to first determine is if the scale is syncing to withings.com.

  • Navigate to www.withings.com
  • Click the white My Account button
  • Enter your email and password for Withings, then click the green Sign In button.  
  • Click the blue Access My Withings Account button. You will automatically be directed to the My Dashboard blue graph screen.
  • On the left side of the graph screen, you will see your profile name. The view should have automatically defaulted to your profile name. Look at the weigh-in data points on the graph to see if you have had any recent weigh-ins.

If your recent weigh-ins are seen, the scale is syncing to withings.com, but may not be making it to Retrofit. You will need authorize Retrofit to access your Withings account.

Authorize Retrofit to access your Withings account

If you are still on your starting checklist, take the following steps:

  • Log into Retrofitme.com.
  • Click the Connect Withings to Retrofit green button.
  • Enter your Withings login and password.
  • Click Allow to authorize Retrofit to access your Withings account.

If you are not a new client, take the following steps:

  • Log into your Retrofit account.
  • Click your name in the upper right corner of the Retrofit screen. This will produce a drop down selection box.
  • Select Settings.
  • At the bottom of the settings page, click the Authorize link for Withings.

Stopped Syncing to Retrofit

My data suddenly stopped at Retrofit

If your weight data has been syncing to Retrofit, then suddenly stops, check the following:

  • Log into your account at withings.com and see if you have Unassigned Data on your dashboard graph screen. See the instructions for Unassigned Data below.
  • Has your Wi-Fi changed from a router or password change? If it has you need to follow the instructions to connect your scale to your new Wi-Fi. See the instructions for "My Wi-Fi router or password has changed."
  • Change your batteries, then press the button on the bottom of the scale for eight seconds. If you see a check mark, your scale is connected, otherwise see the error codes below.

Wi-Fi Router or Password has Changed

My Wi-Fi router or password has changed

If your wi-fi router has changed, you have moved, or your wi-fi password has changed, or you are getting a 000994 or 000995 error code, you must re-run the Withings pairing wizard to connect your scale to your wi-fi.

What you will need: You will need your new wi-fi password, your scale, the black USB cord to connect your scale to your computer, and your computer.

To pair your scale, take the following steps:

  • Navigate to www.withings.com
  • Click the white My Account button
  • Enter your email and password for Withings, then click the green Sign In button.  
     
  • If you have the new Withings Health Mate dashboard, click your user name on the blue bar in the upper right corner of the screen, and click Settings. Find your wi-fi Body Scale, then click the blue Reconfigure my scale button.
     
  • If you have the original Withings dashboard, click the My Account tab.
     
  • Click the Install New Scale button.
  • Click the blue Configure my scale button.
  • Click the blue Download the installation wizard button to download the Pairing Wizard.
  • Once downloaded, run the pairing wizard and follow the instructions to set up your scale. For full installation instructions see Setup Instructions.

Error Connecting the Scale When on the Retrofit Checklist

Error When Trying to Connect to Retrofit

When you are on the Retrofit site and are trying to connect (or link) your scale to Retrofit, if you do not have a user to select after logging into your Withings Account, you will get a "Page not found" error.

This is caused by not having a user associated with your Withings account. You need to first check to see if you have paired your scale to your Withings account, then check to see if you have a user.

Check to see if you have paired your scale to your Withings account

  • Navigate to www.withings.com
  • Click the white My Account button
  • Enter your email and password for Withings, then click the green Sign In button.  
  • Click the blue Access My Withings Account button. You will automatically be directed to the My Dashboard blue graph screen.
  • Click the My Account tab.
  • Do you see a scale listed below the Install New Scale button?
  • If you do not see a scale listed, proceed with Setup Instructions.
  • If you do see a scale listed, continue to check to see if you have a user associated with your Withings account.

Check to see if you have a user associated with your Withings account

  • Click My Dashboard to navigate back to the blue graph screen.
  • Look on the far left side of the blue graph screen. Do you see your user name shown in a blue box?
  • Chances are, if you received the error described above you do not have a user name shown. If you do have a user name, this is not the problem.
  • If you do not see a user name, click the black + Add a user button in the lower left side of the graph screen. You may need to scroll down to see it.
  • Enter your user information and click Save.
  • You can now go back to your Retrofit Checklist, click the blue Connect Withings Scale to Retrofit button, enter the email and password you used for Withings and click the blue Allow button.

Incorrect Weigh-In: How do I correct it?

Delete incorrect weigh in data point
If you have an incorrect weigh in, perhaps from using your scale on carpet, or a family member with a similar weight within 10 lbs gets on your scale, do the following:
  • Navigate to www.withings.com
  • Click the white My Account button
  • Enter your email and password for Withings, then click the green Sign In button.  
  • Click the blue Access My Withings Account button. You will automatically be directed to the My Dashboard blue graph screen.
  • Select your user name on the left side of the graph screen in the event there are multiple users of the scale in the household. Your username should highlight blue.
  • Find the incorrect weigh in data point, left click it with your mouse. Then click the trash can in the lower right corner.
  • Please inform Retrofit Support or your Program Advisor that you deleted an incorrect weigh in and you would like your data refetched at Retrofit.



BROWSER WARNING

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 If you are using Internet Explorer and are having trouble editing your weight data points, your user information, or changing from Kg to lbs at withings.com, switch to another browser.

We recommend using Chrome, but you can also use Firefox or Safari.
Chrome Download 

Scale is Not Connecting to Wi-Fi

Scale is not connecting to Wi-Fi

Determine if your scale is connected to your Wi-Fi network

Press the silver button on the bottom of the scale for eight seconds.

  • If you see a checkmark, the scale has successfully synced to your Wi-Fi and is associated with your account.
  • If you receive a 6-digit number that starts with three zeros, look up the Withings error code on this page for the corrective action.

Connect your scale to your Wi-Fi network

If you see the Wi-Fi lines with an "X" next to them, it means that your scale cannot connect to your WIFI network. Check the following:

  • First, move your body scale closer to the Wi-Fi access point.
  • Try installing fresh batteries and try again. When you pull the old batteries, leave them out for 30 seconds to clear the memory. This allows the scale to reset before you try again.

  • If none of the above work, re-download the pairing wizard at http://start.withings.com, and re-sync your scale. Press the Install New Scale button, then the blue Configure My Scale button on the My Account page.

Scale is not linked to your Withings account

Scale is not linked to my Withings account

You may have completed the Withings Pairing Wizard and your scale is connected to your Wi-Fi router, but you get the message that no scale has been linked to your account, take the following steps:

Determine if your scale is linked to your Withings account

To determine if you have a scale associated with your account., take the following steps.

  • Navigate to www.withings.com
  • Click the white My Account button
  • Enter your email and password for Withings, then click the green Sign In button.  
  • Click the blue Access My Withings Account button. You will automatically be directed to the My Dashboard blue graph screen.
  • Click the My Account tab.
  • On the My Wifi Things page, you should see a scale listed with the small red heading that says "Scale 1".
  • If there is no scale listed, you need to install and pair your scale Setup Instructions.
  • If you do see a scale listed you need to associate the scale.

Associate the scale

  • Click the Install New Scale button.
  • Click the blue Associate The Scale button on the My Account page.
  • Press the silver button on the bottom of the scale for 8 seconds.
  • If you are given a 6 digit number on your scale, you can enter it on this page manually.

 

Note

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Windows Internet Explorer: IE8 for Windows XP may not pop up the window to assign data to another profile when the swoosh arrow is clicked, it requires an adobe flash download. IE9 for Windows 7 may not show the black datapoint editor box in enhanced view as well as the drop down to change from kg to lbs.

We recommend using another Web browser such as Chrome or Firefox.

Scale Displays Incorrect Weight

Scale Does Not Display Correct Weight

If your scale is not displaying the correct weight, check the following:

  • Make sure the scale is on a hard flat surface, no carpet. The extra supplied feet will not be needed, those are meant for carpet, but we really don't get good reliable readings on carpet.
  • Be sure the scale is on a flat surface. Even an uneven hardwood floor can make the scale fluctuate several pounds.
  • When you step on the scale, get on and stay on. It’s also not one of those scales that you need to tap to turn on before you get on (unless you have it configured that way).
  • Stand directly over the silver circle; you need to be level. If you are leaning too far back on the scale, you may have erratic readings. There is an arrow in all four corners of the display that will point to the direction you need to lean if you are not standing level.

  • If you pick up or move the scale, be sure to wait at least five seconds before stepping on the scale. This is very important or you will get fluctuations in your weight.
  • Be sure to wait 5 seconds between weigh-ins. If you get back on the scale immediately after your first weigh-in, the second could be a few pounds off because the scale has not had time to settle and zero out.
  • Wait until all the measurements are made before getting off. It will go through weight, body mass, body fat, then fade away. Once it fades away, you can step off.
  • Be sure to weigh yourself at the same time every day and not until an hour after heavy exercise. Your body weight naturally changes over the course of the day and will also become dehydrated after a workout.

Lean Mass % is stuck on the same number

Lean Mass not reading correctly

If your Lean Mass % is stuck at a very high number like 97%, and your Fat % is stuck at the same low number like 3%

  • Log in to your account at withings.com.
  • Click the Access My Withings Account button.
  • Click the My Account tab.
  • Confirm that your setting for Fat Mass Measurement is set to Activated.
  • Now navigate back to your Withings dashboard (Back to My Dashboard).
  • Click the black INFO button on your dashboard graph screen.
  • Confirm your gender and height are correct, and that the Body Composition Model is set to 2011 Version.
  • If all of these settings are correct, please contact Retrofit Support for a replacement scale.

Weight Data Not Displaying

The scale was paired with your wi-fi, but you are still not seeing weight data.
If your scale appears to be associated with your account, but still is not showing weigh-in properly, try the following:
With your scale in the same room as your Wi-Fi router, push the silver button on the bottom of the scale for eight seconds.  Look at the display on the scale.
  • If the scale display shows a check mark, your scale is working correctly. This means it is communicating with the internet and is associated with your account. Please remove your shoes & socks and weigh yourself near the router. Then, log into your account at www.withings.com and look at My Dashboard to see if your current weigh-in appears on the graph. You should see a weigh in under today's date. You may need to refresh your browser to see the updated weigh-ins.
  • If the scale display is a 6-digit number that starts with three zeros, write down the number and let your Program Advisor what it is. Then, pull the batteries for 30 seconds and try again. This will reboot the scale.
  • If the scale display is a 6-digit number that does not start with three zeros, log in to your account at www.withings.com, and navigate to My Accounts. Click the Add a Scale button, and choose the bottom blue Associate the Scale button and follow the instructions. Enter your 6-digit number here to associate the scale.

Blank Display While Weighing Yourself

The display is blank when you weigh yourself

If you press the silver button on the scale and get a valid 6-digit number(does not start with 000), but the display is blank when you weigh yourself:

  • Your scale needs to be reset. Remove one battery for 30 seconds, reinsert the battery and try again. This resets the scale that can fix this problem.

  • Check your batteries. Your scale may need new batteries or one battery may be backwards.

No Data on the Withings Dashboard

There is no data on Withings dashboard

If you do not see your data on the Withings dashboard, and it says this user does not want to share data with you, the other user must choose to share. If there are two users on the scale and they each have their own login and password for the same scale, they will see the other profiles on the Withings dashboard, but will not be able to see their data, and perhaps their own data until the other user logs in and chooses to click Share, and choose Share my data with other users on this scale.

Oily Substance Leaking from Battery Compartment

Oily substance leaking from battery compartment

The oily substance is leaking battery acid from the batteries. This can happen even if the scale is new, the batteries may be old.

  • Throw away all four batteries and wipe all the acid out of the compartment and metal terminals with a paper towel.
  • Wash your hands.
  • Install four new AAA batteries. Be sure to install them in the proper directions.
  • If successful, you will see a check mark on the scale's LCD display.

Device Busy Message When Using the Pairing Wizard

Device Busy Message When Using the Pairing Wizard

This issue can come from three things :

  • The USB cable (defective)

  • The USB port of the scale (defective)

  • The USB port of the computer (defective or doesn't provider enough current)

Try the following to correct the issue:

  • Try another cable, if you have one.
  • Try a different USB port.
  • Try another computer.

Withings Scale Error Codes

Withings Scale Error Codes

Press and hold the silver button on the bottom of the Withings scale for 8 seconds. Watch for what is displayed.

  • Your body scale will try to update its internal software. You will see digits appear on the body scale's screen.

  • If you see 6 digits and a key symbol: everything is fine with your body scale. If you see 3 zeros + 3 digits (000XXX) and an exclamation mark: your body scale has an issue.


000999 

This code indicates that the number of users associated with it has reached a maximum and no new user can be added. 

To solve this problem, you just need to ask one of the users that no longer uses the scale to disassociate the scale from his/her account by going to his/her personal space, or to ask the owner of the scale (the first account created during the association with the scale) to delete a user no longer using the scale.


000998

This code indicates a general system error. 

To solve this problem you just need to restart the scale by removing the batteries then putting them back in. You will then be able to newly associate your scale with your personal account.


000997

This code indicates a Wi-Fi configuration error. The Wi-Fi configuration couldn't be found or doesn't exist. 

To solve this problem, you just need to carry out the installation procedure of your scale by going to "My account" / "My body scales"


000996

This code indicates a WiFi error. The WiFi function of your scale has not been initialized correctly. 

To solve this problem, you just need to restart the scale by removing the batteries then putting them back in. You will then be able to reassociate your scale with your personal account.


000995

This code indicates there is a connection problem with the Wi-Fi network. The scale was not able to connect to your Wi-Fi network.

To solve the problem, try moving your scale closer to the access point. The scale may be too far from the access point and cannot connect. Test this solution by weighing yourself in order to force your scale to connect. It is also possible to boost your network with WiFi repeaters for example. If the problem persists, check your WiFi network is functioning correctly. Then, carefully note the information concerning your network: network name (or SSID) and password (or WEP/WPA key). Finally, you need to install your scale again by going to "My account"/"My scales"


000994

This code indicates a connection error to the WiFi network. The scale hasn't managed to retrieve all the information it needs to communicate in WiFi. (IP - DHCP - address error or WEP authentication error)

To solve this problem, check if your WiFi access point is functional. Then check in its settings that the "automatic assignment of address" function is activated (DHCP). Then check the WiFi password keyed in is the right one. 

Then you just need to again carry out the installation procedure for your scale by going to "My account" / "My body scales".


000993

This code indicates a communication error with the Withings service. The scale hasn't managed to join the Withings service. 

To solve this problem, check your broadband box or cable are properly connected to the Internet. Check you can browse on the Internet thanks to a computer in your possession. Then you just need to again execute the scale association procedure by going to "My account" / "My body scales".

If the problem persists, it may be that the Withings service is momentarily unavailable. Try again in a few minutes.