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

- The battery of your Pulse HR is empty
- You have trouble finding your Pulse HR via Bluetooth
- Your Pulse HR doesn't restart after the installation
- The setup process fails

Note: if the Health Mate app remains on Configuring your device, 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 tracker again.

Before proceeding with these steps, please make sure that your device is compatible with Pulse HR.
 


 

The battery of your Pulse HR is empty

When you first receive your Pulse HR, it is possible that the device will not power because the battery will be depleted. Charging the Pulse HR for a full two hours will allow you to install and begin using your tracker.

 

You have trouble finding your Pulse HR via Bluetooth

  1. Make sure your Pulse HR is close enough to your mobile device (1 m/3-4 ft.).
  2. Make sure your Pulse HR displays "go.withings.com" when you press the button.
    If it doesn't, try to charge your tracker. If your Pulse HR 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.
  4. Check if your Pulse HR has already been paired with your phone. To do so, go to the Settings of your mobile device, select Bluetooth and locate the Pulse HR 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.

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 Pulse HR doesn't restart after the installation

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

  1. Go to the Settings of your mobile device, select Bluetooth and locate Pulse HR 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. 
  2. Press and hold the button of your Pulse HR for 5 to 6 seconds.
    pulsehr-factoryreset.png
  3. Press the button until “Factory reset” is displayed.
  4. Press the button for one second until “Reset in 5 clicks” is displayed.
  5. Press the button five times to effectively reset your tracker.
  6. 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 Pulse HR close to your mobile device during the installation process.

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

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