General Issue
General issues with your scale will occur when your scale’s connectivity is either weak or unable to connect at all. Many factors contribute to connectivity issues, such as weather-related changes which include, but are not limited to rain, fog, and humidity increases. In addition, scale software updates and cell tower maintenance can also affect your scale’s connectivity. In most cases, your scale should be able to reconnect within a matter of 24-48 hours.
How do I reset my scale?
- Remove all batteries from the back of your scale.
- Leave the scale without its batteries for at least 60 minutes.
- Reinsert the batteries ensuring the correct polarity and they are firmly in place.
- Place your scale on a flat, even surface without carpet.
- Press the center of the scale with one foot to wake up. The scale will calibrate and display a series of dashes.
- "0.0" will appear on the screen. Step on the center of the scale.
- Remain on the scale until your weight appears.
- Step off the scale. A series of dashes will move across the display.
- The scale will transmit the weight into our app and the display will shut off. Please allow up to 30 minutes for the value to transmit.
Why won't my scale turn on?
If your scale won’t turn on, the batteries may not be installed correctly. Remove the batteries, clean out the battery terminal and reinsert, ensuring the correct polarity. Additionally, your batteries may be dead. Please try replacing your batteries with four AA batteries, preferably Duracell or Energizer brand.
Why are my weight measurements fluctuating?
Your scale recalibrates itself every hour to account for the variation in the sensor output due to changes in temperature and other external factors. If your scale is stored on it’s side, or on carpet when it’s not used, the tare (zero) point will be off and may cause fluctuations in weigh-ins. For variations larger than 3-5 lbs, it’s likely that the scale has been used on carpet. For smaller variations, below 3-5lbs, it’s likely that the scale is stored on it’s side, on carpet, or being moved around before/after measurements. If you are experiencing this issue, try calibrating your scale with the troubleshooting instructions, below.
How to calibrate your scale:
- Step on the scale to turn power on
- Step off the scale to allow for calibration
- Step on the scale to take a measurement
Why do I see a different weight on my scale than in the Virta App?
- If the weight on the scale is not matching what you see in the app, try weighing in again.
- If the scale is displaying an error code, refer to the Error Code Issues.
- Try resetting your scale.
- Make sure no one else has been stepping on your scale.
- Try moving your scale onto a hard surface (not carpet), and near a window.
- If the error still exists, please Submit a request, with details about your last weigh in.
Error Code Issue
Should you be receiving a specific Error Code, please see our list of current Error Codes, definitions, and specific troubleshooting instructions for that code below:
|
ER1 |
Low battery error (displayed during weighing procedure or after lines going around) |
1) Confirm that replacement batteries are all brand new, unexpired, Duracell branded if possible 2) Confirm that battery compartment is clean and contact terminals have no foreign material |
|
ER2 |
Measurement error (displayed during weighing procedure) |
1) Confirm scale is on hard, flat, level surface 2) Ensure being still when standing on scale and it is calculating |
|
ER3 |
Overload error (displayed during weighing procedure) |
1) Confirm weight below 200kg |
|
ER4 (batt) |
Low battery error (displayed during weighing procedure or after lines going around) |
1) Confirm that replacement batteries are all brand new, unexpired, Duracell branded if possible 2) Confirm that battery compartment is clean and contact terminals have no foreign material |
|
ER4 (cell) |
Cell/network error (displayed after lines going around) |
1) Confirm test at EXACT SAME location 2) Confirm test at NEW location, preferably closer to window and/or upstairs 3) Take three successive measurements |
|
ER5 |
Connection error (displayed after lines going around); network found, unable to set-up data connection |
1) Confirm test at EXACT SAME location 2) Confirm test at NEW location, preferably closer to window and/or upstairs 3) Take three successive measurements |
|
ER6 |
Transmission error (displayed after lines going around); signal not strong enough |
1) Confirm test at EXACT SAME location 2) Confirm test at NEW location, preferably closer to window 3) Take three successive measurements |
|
ER7 |
Internal error (displayed after lines going around) |
1) Check with replacement batteries which are all brand new, unexpired, Duracell branded if possible |
|
ER8 |
SIM error (displayed after lines going around) |
1) Request assistance from Support Center to work with manufacturer to reset |
|
ER9 |
Provisioning error (displayed after lines going around) |
1) Request assistance from Support Center to work with manufacturer to reset |
|
TARE |
Taring unsuccessful: constant step off - redo messages; participant unable to weigh-in |
1) Confirm scale is on hard, flat, level surface 2) Ensure you are not standing on scale and there is nothing on scale while taring |
|
DISPLAY |
Display issues: completely blank, segment missing, incorrect characters |
1) Confirm understanding of power-on procedure 2) Check with replaced batteries which are all brand new, unexpired, Duracell branded if possible |
|
PHYS |
Physical defects: cracked glass or plastic, large scratches, missing feet, etc. impacting performance |
1) Confirm that defect impedes function through general troubleshooting instructions above |
|
WAKE |
Scale won't power on |
1) Confirm understanding of power-on procedure 2) Check with replaced batteries which are all brand new, unexpired, Duracell branded if possible |
|
ER10 |
Subscription suspended (displayed after lines going around) |
1) Contact BodyTrace to purchase additional subscription |
|
ER11 |
Terminated (displayed after lines going around) |
1) Permanently deactivated (requested by customer) |
We are happy to have you as a member of Virta and hope this article assisted in resolving your issue with your scale. If your issue persists please Submit a request and we’ll be happy to help!
Thank you,
Virta Support