patientMpower

If you have tried the above steps and are still seeing the error message, please follow the steps below to reset the scales:

Remove the batteries from the back of your scale.

Leave the batteries out for at least 1 hour.

Reinsert the batteries, making sure to match the polarity markings. 

1. Remove the batteries from the back of your scale.
2. Leave the batteries out for at least 1 hour.
3. Reinsert the batteries, making sure to match the polarity markings. 
4. Try to take a new measurement.

If you are still having issues after trying these steps please contact our Support Team by emailing <a href="mailto:support@patientmpower.com" rel="nofollow noopener noreferrer" target="_blank">support@patientmpower.com</a> or send us a message through the chat function in your app.

My BodyTrace scale is showing an error message. What should I do?

Find answers and get help from Intercom Support and Community Experts

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Problem	Possible Reason	Resolution
Device doesn't power on when stepping on the scale.	Batteries completely drained. Batteries inserted with wrong polarity.	Replace the batteries with new ones. Duracell AA batteries are recommended. Remove the batteries and reinstall them making sure the + and - polarity symbols on the batteries match those inside the battery compartment.
Readings are too low or too high. Readings vary significantly between measurements.	Device is used on carpet or uneven surface. Movement during the measurement.	Place the device on a hard, even surface like a tiled or wooden floor. Use the device on the ground floor of your building. Make sure you stay still and don't talk during your measurement.

Code	Description	Resolution
Er 1	Battery low	Replace the batteries with new ones. Duracell AA batteries are recommended.
Er 2	Movement detected	Avoid moving or talking while taking a measurement.
Er 3	Overload	The device is only accurate up to its capacity of 200kg.
Er 4 Er 5 Er 6	No cellular coverage Cellular connection error Data transmission error	Move to another area, closer to a window. Use the device at a location where you get strong cellular signal with your mobile phone.
Er 7	Internal error	Replace the batteries with new ones.
Er 9	Provisioning error	Retake measurement.
Er 10	Subscription suspended	Contact the Support Team.
Er 11	Subscription terminated	Contact the Support Team.

My BodyTrace scale is showing an error message. What should I do?

Troubleshooting Steps

Error Codes

Resetting the scales