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Escalation - Additional Index users unable to sync

We understand that there are many users who have added additional users to their Index Scale, only to find that these users are unable to sync. This issue has been escalated and an internal ticket is currently being worked.

We have found that in many instances, the added users have not consented to data uploads (a change that was made as a result of GDPR) which is preventing uploads and resulting in the X icon on the display. If you are experiencing this we would recommend the below troubleshooting steps.

1. Have these users ensure they have consented by going to this link and selecting Data and Privacy

This can also be done by signing into the account from Garmin Connect Mobile

2. Delete the invitation to these users and add them again (after ensuring they have consented to data upload)

If you are still seeing this symptom please respond to this post with a detailed description of what you are seeing. We are also looking into why the original owner of the scale is seeing the X icon but still uploading data. Thank you for your patience and cooperation.

Top Replies

patriceglancy over 1 year ago +1

i have this problem too - can you assist? scales will work for both of us ONLY IF we are setup as the owner. If we then add the other person as an 'additional user' it won't find our profile on the scale…

All Replies

0 jorge.aragon over 6 years ago

Hi,

I have added one user. We have both signed. Most of the times when I weigh I get an X and no upload happens.

Regards

0 High-End over 6 years ago

Hi,

I have added one user. We have both signed. Most of the times when I weigh I get an X and no upload happens.

Regards

Same problem for me...

0 Dalton0190 over 6 years ago

Hi,

I have added one user. We have both signed. Most of the times when I weigh I get an X and no upload happens.

Regards

Same Problem for me...

0 Jano22222 over 6 years ago

Same same ........

0 DB00 over 6 years ago

How about escalating this. It's only been an issue for 18 months now. So maybe a bit early? https://forums.garmin.com/forum/into-sports/health-fitness/index-smart-scale/150391-/page4

0 Federico_T over 4 years ago

i have these problems and i can't solve them

0 patriceglancy over 1 year ago

i have this problem too - can you assist? scales will work for both of us ONLY IF we are setup as the owner. If we then add the other person as an 'additional user' it won't find our profile on the scale - despite acepting the request and setting up a profile with the scale