WiFi and Connection issues

I'm unable to sync via wifi, using the Virgin Superhub3 (their latest router), everything else connects to the network perfectly, but never the index scale. I've also tried the scale with the Virgin Superhub 2 (worked sporadically) and a Linksys top of the line router (didn't work at all). If I connect via my iphone 7 wifi hotspot, it connects every time, but that's not a long term solution. The scale is running the latest software version 3.0.0.


I have been offered a replacement refurbished scale, but I'm told I need to send mine back first, then it;ll take 2 weeks to get the refurbished unit, so three ish weeks without weight data + clearly no guarantees that it'll come close to fixing the problem (in fact I'm 90% sure it won't from reading on here). What do you think I should do?

CONNECTION ISSUES??? Hello all! I think I can help as I just did a wireless router upgrade and lost my scale and printer connection. If you are using a wireless router that has 5Ghz and 2.4Ghz try to following:

Specific to me I am using a Netgear Nighthawk R7300 and a Dead Spot Terminator (DST6501). This is 'Geek Squad' branded router and DST because it was on super sale compared the OEM and I got an additional 15% off by bringing in an old piece of networking equipment for them to recycle. I am using Windows 10 PC, Apple iPhone 7+ on 11.2.5

Originally I kept my SSID (An SSID (service set identifier) is the primary name associated with an 802.11 a/ac/b/g/n wireless local area network (WLAN) including home networks and public hotspots) as it was on the old 2.4 router. I had both 2.4 and 5.0 on the router and DST named the same SSID. WRONG MOVE.

I left all my connected 5G worthy devices to the router and DST and then proceeded to the printer and Index to sort this once and for all!

The error I would see is my scale could still 'see' the network but when trying to input a password it would error out as that it could not detect the network

The scale only speaks to 2.4Ghz b/g/n frequency and so here is the first part of the fix for your wireless network

On your router settings, create a different and unique SSID name for the 2.4 spectrum. Be sure you are also 'broadcasting the SSID'. Pick a channel that has least interference or leave at automatic. Create a different WPA2 level password for that network.

For me I did ROUTERNAME and ROUTERNAME2.4 I made the passwords PASSWORD and PASSWORD2.4 for ease of reference. For existing devices that could only see 2.4 you need to connect to the new 2.4 named router and password.

Now there may be a simpler path from here out but I chose the scorched earth approach for the scale.

Go in to your Garmin Connect App and delete your scale device from the App.

Hard reset your scale (first wake scale and hold down hard reset for 5+ seconds until it lights the entire screen and then starts over indicates all fresh.) Add your device to your Garmin Connect App (using of course Bluetooth) and then proceed for the wireless settings. You should see your 2.4 available. Connect your Index scale and to the 2.4.

Be sure to add the 2.4 network to your Activity Tracker (Fenix is a 2.4 only!), and once successful DELETE the 5G network (it only talks to 2.4).

Hope this helps!

I have all time problem with wi-fi connection. Only one or two connection during week (measuring every day). I have question - why for transfer data to mobile is not used Bluetooth or ant+ ?

I'm amazed at how Garmin support seems to ignore this... a $150 scale that obviously has serious problems in connecting to today's 2.4 / 5 Ghz WiFi environments. This is not what I consider being good customer service!

I have the same issue. Wish I knew about this before I bought my Vivosport and index. Would not have spent £250+. I love the Vivosport (as it has all I need; GPS, HRM, waterproof and a small form factor activity tracker, without a 'normal' watch face, which i believe is the only device that has all of these qualities), but I did purchase it because I also intended to buy the Index for compatibility. I'm just thankful that there is the below interim solution otherwise I may have been regretting both purchases.....or at least returning the Index and buying the Fitbit or Withings scales who's data can, allegedly, be "creatively" imported into Garmin Connect (haven't confirmed this, only read it in dcrainmaker.com's review).

Anyway, before i digress any further, the only solution that worked for me, as other people have already mentioned here, was to use my phone's hotspot function. I only wiegh myself in the morning so to turn the phone into a hotspot once a day is not a major issue for me if it means all the data gets to Garmin Connect. However, I sincerely hope Garmin sort this out once and for all. Things like this should not be happening in this day and age, especially when other devices can connect to whatever router without issue. Bad show Garmin!

I bought the Garmin Index Scale recently and I experienced the same issues as everyone has stated regarding the WiFi connection. This is total pain and there is no documentation on this.

After some trouble shooting here's what I gathered and it has proven to work for me.

The scale's WiFi is US based 2.4GHz, i.e. it will connect on channels 1 to 11 only. If you have set your 2.4GHz WiFi channel to "Auto" and your router's region has been set to UK or Asia, your router could have very well picked 13 as it is least used, this is true for my case, when this happens the scale will not connect to your WiFi.

To ensure that the scale will connect every time:
1: Set your 2.4GHz WiFi channel to manual and select from between 1 to 11. If you must set it to "Auto" to allow your router to auto switch to a less congested channel, then you have to change your router's' region to US, which will limit it to channel 1 to 11.
2. For the wireless security, configure it to use WPA2 instead of mixed mode, the scale seems to have some issues if you have mixed mode turned on.

Share your experience after making these changes.

Cheers!

I just got this index scale. I have a Samsung S8 phone and it has the BT connected and paired, but when it get to saving my BIO part, my name, height, weight, etc and I hit NEXT, it error out and do not want to do it. I am confused. Any help?

Update: I did it wth my Note 5(older phone), it will pair but will not get over the BIO part either. I get the message "Something went wrong. Try again" screen. So its not about old and new phone. Something is wrong.

Anyone successfully connect thru the phone using the BT?

I am using firmware 2.70.0.0 and somehow my new Index scale is working now. I am able to sync via Wifi. I am getting a ANT+ next week to update the firmware. There is some hope?

Just want to add be careful of updating the firmware router. I have problems with my Wifi AC power switch and my wireless printer after my router firmware update. I was able to roll back and my firmware is 2+ years old. My Index scale is working fine with my router.