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Charging does not work at all

ScanWatch Light
Answered
Written by Martijn K

5 comments

Hi,

Last december i gave my wife a Scanwatch ligth, it worked great and she is very happy with the watch. Sadly it suddenly stopped charging. 

When docked, the watch say's its charging, sadly enough it doesn't  charge at all.. We tried different cables, different chargers and different docks, but nothing solves te issue. (my scanwatch 2 does charge, so i know its not the charging dock) 

Please tell us you have an solution. If so, what should we do? 

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Comments

Date Votes
  • Official comments from Withings
    Toni From Withings

    Hello @Martijn K,

     

    I appreciate your message. I’m sorry that your wife's ScanWatch Light is no longer charging. I value the steps you've taken already. To isolate this, could you please check the following?

     

    1) Inspect the charging cable and the back of the watch for any visible damage, particularly to the area where the HR sensor lens is located. If you notice any damage to either the cable or the back of the watch, kindly send us a photo of it and reach out to us immediately at https://bit.ly/3Lg5tPL.

    2) Attempt to connect the charger to a different USB port. You can utilize 10W chargers such as those found in iPads and other tablets. Alternatively, you can try using a different USB-C cable.

    3) Ensure that the charger is making proper contact with the watch. Proper contact is achieved when the watch button is securely fitted into the opening on the charger, and the watch sits flush with the charger.

    4) If the issue persists, please charge the watch for 4 hours, then press the button and check if the display now powers on.

     

    If the ScanWatch Light continues to experience charging issues, I encourage you to reach out to us via chat using this link. Our business hours are from Monday to Friday, between 03:00 and 22:00 EST. When messaging us, kindly provide the link to this Forum thread so our team is aware of the steps you've already taken. Additionally, please include a photo of your charging cable, and inform us if the watch has undergone any fall or impact.

     

    Happy Tuesday,

     

    Toni, Withings Customer Support

  • Tony S
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    my hr steel has died no lights tried all the things on website still dead tried for a chat to someone that won't connect either

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  • Peter I
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    same issue here

     

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  • B V
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    Hey everyone,

    I found the issue—it’s a bug. Apparently, if you hold the crown for too long, the device enters “factory reset mode.” However, if you don’t complete the reset and just leave it, that’s when the bug occurs. After this, a software issue is created that prevents the device from charging properly.

     

    Fix:

    Press and hold the crown for about 5–7 seconds to trigger a proper factory reset. Once the reset is completed, the charging bug is resolved.

    To Withings Support,

     

    Please consider changing the activation method for factory reset to something less accidental—such as requiring three quick presses of the crown followed by a 5-second hold. Right now, it’s too easy to trigger factory reset mode unintentionally.

     

    It took me two days to identify and fix this issue. Many customers have been reporting this problem for over two years, yet it seems like it hasn’t been addressed. Frankly, that’s quite disappointing.

     

    Kindly take this feedback seriously—it would go a long way in improving user experience.

     

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  • Marius R
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    I can confirm that the solution in the comment above (https://support.withings.com/hc/en-us/community/posts/27638279109265/comments/34648505800849) solved my issue. I have accidentally triggered the factory reset accidentally multiple times over the few months I have had this watch, and agree that the activation method should be changed. 

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