Wyze Scale Ultra Setup Troubleshooting

Problem

You’re unable to set up your Wyze Scale Ultra for the first time.

Troubleshooting

1. Confirm that your Wyze app is up to date.
   1. In your Wyze app, navigate to the Account tab > tap About.
   2. Your current app version will be listed beneath the Wyze logo.
   3. Compare your app version to the latest app version listed on our Release Notes & Firmware page.
   4. If you find that your Wyze app is out of date, head over to your mobile device’s app store, and update the Wyze app.
2. Make sure you are following the correct setup steps outlined in our Wyze Scale Ultra Setup Guide.
3. Check your BluetoothⓇ settings.
   1. Ensure BluetoothⓇ is enabled for the Wyze app in your mobile device’s settings.
   2. Unpair any unused BluetoothⓇ devices from your mobile device.
   3. Toggle BluetoothⓇ off, then back on.
4. Verify that Location Permissions for the Wyze app are enabled in your device’s settings.
   1. Ensure it is set it to Always or While Using the App.
   2. For iOS users, also confirm that Precise Location is turned on.
5. If setting up using Wi-Fi:
   1. Ensure your mobile device is connected to the same 2.4 GHz Wi-Fi network that you are entering during setup.
   2. Check that you are entering your Wi-Fi name correctly.
   3. The Wi-Fi name is case-sensitive and should not have spaces before or after it.
   4. The Wi-Fi name should auto-populate if your mobile device is connected to Wi-Fi. If not, this may indicate that your device is not connected.
   5. Verify that you are entering the correct Wi-Fi password by tapping the eye icon to view the password.
   6. If the Wi-Fi network is not recognized, forget and rejoin your network on your mobile device, then try setting up the scale again.
6. Reboot your router.
7. Force close the Wyze app.
8. Power cycle Wyze Scale Ultra.
   1. Remove the batteries from the Wyze Scale Ultra for 10 seconds, then reinstall them
9. Power cycle your mobile device.
10. Factory reset Wyze Scale Ultra:
    1. On the back of the scale, in the battery compartment, find the UNIT button.
    2. Press and hold the button for 3 seconds until the TFT display shows "Clear”.
    3. Set up your Wyze Scale Ultra as new.
11. If possible, attempt the setup using another mobile device.