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

- Health Mate can't find your Sleep / Sleep Analyzer via Bluetooth
- You get an error message during the setup
- The setup process fails

Before proceeding with troubleshooting, please make sure that your mobile device is compatible with the Sleep / Sleep Analyzer.

Note: Only use the PSU supplied with the device for safety purposes. Withings warranty does not cover defects due to the use of spare parts not provided by Withings in the original packaging.


 

Health Mate can't find your Sleep / Sleep Analyzer via Bluetooth

If your mobile device can't find your Sleep / Sleep Analyzer via Bluetooth, perform the following steps:

  1. Turn off the Bluetooth of your mobile device and then turn it back on.
  2. Unplug your Sleep / Sleep Analyzer 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.

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 you get a Wi-Fi error 6, reboot your router, make sure it authorizes new products to connect and start installing your Sleep / Sleep Analyzer 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.

 

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.
    wifi-details.png
  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 Choose a different network.
    Select your Wi-Fi network from the list of available networks.
  6. Type in your password and then tap Manual configuration.
    manual-config-wifi.png
  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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If you need assistance because of an issue which would not be resolved through troubleshooting, such as a product with physical damage, please contact our Support Team.