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

- You have trouble finding your Steel HR / Steel HR Sport via Bluetooth
- Your Steel HR / Steel HR Sport doesn't restart after the installation
- The setup process fails
- A vertical bar appears on the display of your Steel HR / Steel HR Sport
- Your watch is in Demo Mode / Your watch cycles through different screens on its own

Note: if the Health Mate app remains on Configuring your watch, please forget the watch from the Bluetooth setting of your phone. Log out of the Health Mate app, delete the app and reinstall it. Log back in, and attempt to configure the watch again.

Before proceeding with troubleshooting, please make sure that your device is compatible with the Steel HR / Steel HR Sport.
 

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You have trouble finding your Steel HR / Steel HR Sport via Bluetooth

1. Make sure your Steel HR / Steel HR Sport is close enough to your mobile device (1 m/3-4 ft.).
2. Make sure your Steel HR / Steel HR Sport displays "go.withings.com" when you press the button.
   If it doesn't, try to charge your watch. If your Steel HR / Steel HR Sport displays the current time instead of "go.withings.com", try to perform a factory reset.
3. Disable and re-enable Bluetooth on your mobile device, if necessary.

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

Note: Android users may have to change the permissions of the app to be able to connect via BLE. To do so, go to Settings > Apps > Health Mate > Permissions and enable Location.

 

Your Steel HR / Steel HR Sport doesn't restart after the installation

If your Steel HR / Steel HR Sport doesn't restart after the installation, try to perform a factory reset. To do so, perform the following steps:

1. In the Health Mate select Devices (the small watch icon on the bottom right-hand side of the app), select the Steel HR from the device list, scroll down and then select Dissociate this product.
2. Go to the Settings of your mobile device, select Bluetooth, and locate the watch in the list of devices. Select the small icon to the right of the watch and select the option to Forget or Remove the device. 
3. Press and hold the button on the side of the watch for 5 seconds. Workout mode will start after pressing the button for about one second, but continue pressing until a menu appears on the watch's display.
4. When on this menu press the watch button until the screen shows "Factory Reset".
5. While the watch shows "Factory Reset", press and hold the watch button for one second and you will see "Reset in 5 clicks".
6. Press the button 5 times and the watch will be reset to factory settings.
7. The watch will now restart and will show "Hello!".
   Please note that if the watch does not show "Hello!", this means that the factory reset was not successful and so it must be performed again.
8. Try the installation process again.

   

The setup process fails

 If the setup process fails:

1. Make sure you have access to the internet on your mobile device.
2. Make sure that you don't put the app in background during the installation process.
3. Make sure that your mobile device is not asleep during the installation process.
4. Keep your Steel HR / Steel HR Sport close to your mobile device during the installation process.

 

A vertical bar appears on the display of your Steel HR / Steel HR Sport

A vertical bar may appear on the display of your Steel HR / Steel HR Sport right after the setup. 

If you encounter this issue, press the button of your Steel HR / Steel HR Sport for 15 seconds.
 

Your watch is in Demo Mode / Your watch cycles through different screens on its own

If you encounter this issue, please click here.

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