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This article will help you if you encounter any of the following issues:

- Your mobile device can't find your Withings Aura™ via Bluetooth
- You get an error message during the setup
- The setup process fails
- The sleep sensor is not recognized during the installation process

Before proceeding with troubleshooting, please make sure that your mobile device is compatible with the Withings Aura™.


 

Your mobile device can't find your Withings Aura™ via Bluetooth

If your mobile device can't find your Withings Aura™ via Bluetooth, perform the following steps:

  1. Turn off the Bluetooth of your mobile device and then turn it back on.
  2. Unplug your Withings Aura™ and plug it back in to reboot it.
    If that doesn’t fix the issue, try uninstalling the app and installing it again.
  3. If nothing else works, perform a factory reset by unplugging and plugging the power supply of your Withings Aura™ back in five times.

If you still encounter issues, reach out to Customer Service by clicking the Contact us button at the bottom of the page.

 

You get an error message during the installation

  • If you get a DNS Error or DCHP Error during the installation process, click here.
  • If you get an HTTP error, make sure your Wi-Fi network doesn't require to enter a password on a webpage (for free or shared Wi-Fi networks) or that it's not behind a proxy.
  • If you get a Wi-Fi error 2, make sure you entered the right password.
  • If you get a Wi-Fi error 3, 4 or 5 message during the installation process, it's most likely because you're trying to use a 5 GHz network, which is not supported. Try using another network instead. If your network is compatible, get closer to your router and reinstall your Withings Aura™.
  • If you get a Wi-Fi error 6, reboot your router, make sure it authorizes new products to connect, and start installing your Withings Aura™ again.

If you still encounter issues, reach out to Customer Service by clicking the Contact us button at the bottom of the page.

 

The setup process fails

If the setup process fails, perform the following steps:

  1. Make sure you have access to the internet on your mobile device.
  2. Make sure that you keep the app open during the installation process.
  3. Make sure that the screen of your mobile device stays on during the installation process.

If you still encounter issues, reach out to Customer Service by clicking the Contact us button at the bottom of the page.

 

The sleep sensor is not recognized during the installation process

 If the sleep sensor is not recognized during the installation process, perform the following steps:

  1. Make sure you don’t plug in the sensor until the app prompts you to.
    Plugging it in too early can keep it from being detected.
  2. Make sure you plug the sensor in one of the two USB ports on the left.
    The USB port on the right is only meant to be used to charge devices.

If you still encounter issues, reach out to Customer Service by clicking the Contact us button at the bottom of the page.

 

I get a DNS or DHCP error during the setup

  1. Go to the Wi-Fi settings of your device.
  2. Check the details of your Wi-Fi network.
  3. Write down the following:
    - the first 3 sets of digits of the "IP address" field - in our example : 192.168.33
    - all of the numbers in the "Subnet Mask" field - in our example : 255.255.252.0
    - all of the numbers in the "Router" field - in our example : 192.168.32.1
  4. Go back to the app to start the installation process.
  5. Select Setup another network instead of Quick setup.
    Select your Wi-Fi network from the list of available networks.
  6. Type in your password and then tap Manual configuration.
  7. Fill in the fields with the information you copied from the Wi-Fi settings:
    - Paste the first 3 sets of digits of the IP address and add "250" at the end.
    - Paste all the numbers from the "Subnet Mask" in the "Netmask" field
    - Paste all the numbers from the "Router" field.
    - In the "DNS" field, enter "8.8.8.8".
  8. Tap OK under the password field.

If you still encounter issues, reach out to Customer Service by clicking the Contact us button at the bottom of the page.

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