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Problem connecting another user to the smartscale

Hi, I bought the smartscale wich I thought was great until I tried to add my girlfriend as an invited user.

here is the message I get everytime I try to install the smartscale on her phone ( iPhone 7+) :
deviceXml or deviceID cannot be null. Please check device ID is valid for passing GEMS verification.

Thanks for your help

0 laidbackride over 5 years ago

Having same issue today. Can’t find an explanation.

0 MatthewMacLean over 5 years ago

Just logged on the ask exactly the same question. Get the same message. (iPhone 8 and 6), Also if I try to accept via Garmin connect webpage it just give a red circle with line across it when you press accept after defining the user. Have tried multiply combinations of accounts and to mobile app and connect website. All do the same thing. Even have taken the first scale back to shop and had it replaced and second scale ding exactly the same thing. Spend 7 hours trying different router options and security settings to no avail. The first set up goes perfectly and the scale happily reports to what ever Garmin account its numbers/ connects to sever, just cant add another user.

Matthew

0 SamuelBucarini over 5 years ago

Same problem... no additional user can be added. It cannot pass GEMS verification... What is GEMS??? Restarted and reinstalled several times, no solution...

0 Hach19 over 5 years ago

same thing here. right now the scale knows only me and wont add my wife. looming divorce.

0 gvsans1 over 5 years ago

Exact same issue here - also tried through the web-app only (bypassing GC iOS) and the same still applies.

Garmin please escalate this

0 MR86 over 5 years ago

Anyone have any luck just bought a brand new Garmin scale but cannot add additonal users same message as the first post.

0 flip over 5 years ago

Same issue here

0 MatthewMacLean over 5 years ago

Seriously not impressed, being 4 days since this emerged and Garmin haven't even acknowledged the problem!

0 MatthewMacLean over 5 years ago

Garmin Australia product support ticket lodged, claiming they have no previous record of it and currently not looking into it as such. Will call me back with some things to try. Still waiting! So get onto the local support number and start reporting it, or they'll do nothing

0 MatthewMacLean over 5 years ago

They are sending me an ANT+ USB and asking that I re-configure by Garmin express to see if that works as a work around.