Steps to update the Wi-Fi configuration of your scale

Important note : If the suggested reply is deleted by the agent, do not regenerate the reply; only apply the selected Action.

Step 1: Customer reports that their Body Comp data is not syncing with their account

Customer: 

"Hi, I have an issue with body comp. Data is not synced with my account. Please assist" 

Ticket Update: 

Add agent_copliot_body_comp_data_not_synced tag to the ticket

Update ticket custom fields: 

Set below fields

Type of request set to "I have an issue"

Type list set to "Product"

Product section set to "Sacle"

Product scale options set to "Body Comp"

Priority set to "high"

Step 2: Suggest to setting up a Body Comp in WiFi for better experience

Agent: 

Hi {{ticket.requester.name}}, 

Please set up your Body Comp on Wi-Fi for a better experience,

Please follow the steps below to see how to do this. 

To update the Wi-Fi configuration of your scale, please follow these steps:

1. Open the Withings App.
2. Go to Devices.
3. Select Body Comp.
4. Select Update Wi-Fi Configuration.
5. Press and hold the button on the top side of the scale for three seconds. The screen should show a QR code and the message "Open Withings App."
6. Select Next in the app.
7. Choose one of the following options for Wi-Fi configuration:
   - Select your common network name. A pop-up will ask if you want to keep using it. Select Keep using this network to continue to use the same Wi-Fi network as your mobile device.
   - Select another network to use another Wi-Fi network.
8. Follow the on-screen instructions and you should be all set!

Note: If you do not have consistent access to Wi-Fi, you can select I don't have a Wi-Fi network when prompted to select your Wifi network in the configuration update process; however, be aware that your scale will lose most functionality that it would normally have on a Wi-fi configuration. For this reason we do not recommend setting up the scale without a Wi-Fi connection. 

Step 3 : Troubleshooting if you setup your scale in WiFi: 

Hi {{ticket.requester.name}}, 

If you are still experiencing issues with data syncing, please follow these steps

• Look into the Devices tab in the app if your Body Comp is displayed. If it's not, you have to install it.
• Make sure you don't have unassigned measurements in the menu of the app.
• Check the battery level of your scale in Devices.
  Note: Connectivity can be impacted if the battery level is too low. If the battery level is low, please try changing the battery to see if it solves the issue.
• Make sure that your Wi-Fi works properly.
• Make sure your scale is close enough to your Wi-Fi router.
  Note: If you're not sure it is, try to move it within 10 ft (3m) of your router if possible to test if that fixes the issue.
• Try rebooting your router if necessary.

Note: If you changed your router or Wi-Fi provider, make sure to update your scale connectivity in Devices. Go to the scale's settings and tap Update Wi-Fi Configuration.

Signature

Step 4: Troublshooting if you setup your scale in bluetooth: 

Agent: 

Hi {{ticket.requester.name}}, 

• Ensure that the mobile device used to set up the scale (the one paired with the scale) is close to the Body Comp.
• Get closer to the scale with the Withings App open.
• Make sure you don't have unassigned measurements in the menu of the app.
• Check the battery level of your scale in Devices.
  Note: Connectivity can be impacted if the battery level is too low. If the battery level is low, please try changing the battery to see if it solves the issue.
• Make sure the software of your scale is up to date.
• Make sure you haven't used multiple mobile devices with your scale without unpairing them beforehand. The scale will communicate with the last device it paired with.

If you continue to experience issues with data syncing, please let us know, and we’ll be happy to assist you further.