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An error is displayed on the screen of my scale. What should I do?

This article will help you if you get any of the following error screens and error messages.


Error screens

User not recognized

If you come across this screen, you should see an unknown measurement in the app. Affect it to the correct user so that you're recognized the next time you weigh in.

Note that fat mass measurements won't be performed if you're not recognized by the scale.

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

Low battery warning

If you come across this screen, it means that you'll need to replace the batteries of your scale soon.

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

Synchronization issue

 

If you come across this screen, it means that your scale wasn't able to sync with the app. If that happens, perform the following steps:

  1. Make sure your Wi-Fi works properly.
  2. Make sure your scale is close enough to your Wi-Fi router.
    If you're not sure it is, try to move it closer to see if that fixes the issue.

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

Error messages

HW Fault 899

This error code indicates that water might have condensed into your scale. 
Remove the batteries and put the scale in a dry room for one or two days to eliminate the water.

000993 

This error code indicates a communication error with the Withings services.

Make sure your router can access the internet and try installing your scale again.

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

000994

This error code indicates an issue connecting to the Wi-Fi network.

  1. Make sure your router can access the internet.
  2. Make sure that the automatic assignment of address (DHCP) is activated in the settings of your router.
  3. Make sure you've entered the correct Wi-Fi password.
  4. Try installing your scale again.

000995

This error code indicates an issue connecting to the Wi-Fi network.

Try moving your scale closer to your router as it may be too far. You can then weigh yourself to force your scale to connect to the internet. You can also try to boost your network with Wi-Fi repeaters for example.

If the problem persists, update your Wi-Fi configuration.

000996

This error code indicates a Wi-Fi error. Please reach out to Customer Service by clicking the Contact us button at the bottom of the page.

000997

This error code indicates a Wi-Fi configuration error. Try installing your scale once more.

000998

This error code indicates a general system error. Restart the scale by removing the batteries then putting them back in. You can then reinstall your scale.

000999

This error code indicates that you've reached the limit of users that can be associated to your scale. You'll have to either dissociate the scale from the account or delete the users who don't use the scale.

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