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Health mate issue when login

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  • Official comment
    Avatar
    Armelle

    Dear users, 

     

    I am happy to tell you that we have released Health Mate 5.6 on Android today. Once you can download it on your Play Store, you should be able to access Health Mate again. 

     

    Thank you for your patience.

     

    Happy Thursday,

     

    Armelle, Withings Customer Service

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  • Avatar
    ma.cho

    What I did as a temporary solution was installed health mate ver. 4.4. You can easily download it after put in google search.

    And it works now - no dark theme and some badge images are missing, but all data is being tracked and compiled as it should. 

    I`m checking play store for an update - the current version is dated 10 Dec 2019 - which is the buggy ver. 4.6.1. If a newer appears I`ll update.

    Withings customer service is rubbish - they know there is an issue, but no word of when this will be resolved.

    I start to regret of buying this watch now - without an app you can`t even set the correct time. so the watch is unusable.

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  • Avatar
    davidpritchardmadrid

    I think I've figured this out, at least in my case. The problem is that some root certificates that are used in the login have expired recently. When the login fails, you see "Trust anchor for certification path not found." in the Android log. On older mobiles, the updated root certificates are not being installed because they come as part of system updates, and there aren't any after a couple of years, typically. 

    On this page I found that some root certificates expired on 30th May, which was exactly when I started having problems. 

    https://support.sectigo.com/Com_KnowledgeDetailPage?Id=kA03l00000117LT

    Further down the page, the updated root certificate files are provided to install on the phone. Look for the text "The modern roots". There's a list of 4 certificates:

    - USERTrust RSA Certification Authority
    - USERTrust ECC Certification Authority
    - COMODO RSA Certification Authority
    - COMODO ECC Certification Authority

    I don't know which one works, so I downloaded all of them. You have to follow the links to https://crt.sh/ and look for where it says "Download Certificate: PEM". Download the 4 .crt files and copy them onto your phone. Then go to Settings -> Security -> Install certificates (or something similar on your model) and install each in turn. The phone will warn you that there are security risks. It doesn't seem to me like there's anything dangerous about these particular certificates, but you always have the option of uninstalling them again once you've logged in. 

    Once I installed them, I stopped getting the "Oops. Connection error" message and everything worked. I hope this helps somebody. 

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  • Avatar
    mailto

    Same issue for me. I tested it on a range of devices:

    • Samsung Galaxy S10e with Android 10
    • Samsung Galaxy M30s with Android 9
    • Huawei MediaPad M5 lite 10 with Android 8

    All run the latest HealthMate version. My steps:

    1. Launch app
    2. Click on Sign in
    3. Enter my credentials
    4. Click Log In

    Then the following two screens show up

    After ~30 seconds, the progress bar gets stuck and the following error message is show: "Ooops. There seems to be a connectivity issue. Please try again later." I.e. the same message as reported above.

     

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  • Avatar
    mikkor.80

    https://support.withings.com/hc/en-us/community/posts/360034844433

    The same problem discussed above. I tried also making new account and with that Health mate seams to work, but I don't want to lose all previous data stored. So taking new account in use is not an option.

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    sokime

    I can confirm that rollback to 4.4.0 worked for me too.

    Thank you ma.cho

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    ma.cho

    Anyone from support / customer service monitors this forum and this thread?

    Any solution?

    This is some kind of a joke!

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  • Avatar
    davidpritchardmadrid

    By the way, my Android is 5.0.2, so almost an identical version. There must be tons of people having these kinds of problems.

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  • Avatar
    davidpritchardmadrid

    Even better: you can get rid of the warnings.

    https://forum.xda-developers.com/android/apps-games/app-certs-t2827049

    Install the "Move Certs" app, use it to move the certificates to the trusted system area, and voila.

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  • Avatar
    shinjinkun

    For some reason, unless the certificate is on the phone, I cannot sync my withings scale data, even that the data from the smart watch is being read without issues. That means that your suggestion comes really handy. Awesome!

    Thanks again for being so helpful.

    Kindest Regards!

     

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  • Avatar
    richard.moseley

    Yeah that's fair enough - appreciate my scenario was extreme haha! I think the problem for me is I can see comments in both the reviews on play store and other threads where this has been being "fixed" for months - also then the support team seem to think it should already be fixed when I talk to them - which obviously it isn't.

     

     

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  • Avatar
    mehdi.mahjoubi

    i made that 1-star review on the french Play Store, hope they get awaken :)

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  • Avatar
    Armelle

    Hi, 

     

    I’m sorry that you’re not able to access Health Mate and I appreciate your patience. Please know that we have released Health Mate 5.6 today. Once it’s available on your Play Store, please download it. You should now have access to Health Mate again.

     

    Don’t hesitate to let me know if the situation persists.

     

    Have a nice day,

     

    Armelle, Withings Customer Service

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  • Avatar
    richard.moseley

    Hi Armelle,

    Able to login now - the Google fit API seems to be a bit flakey though but that's another problem for another post 👍

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  • Avatar
    mehdi.mahjoubi

    Worked for me too, Google Fit has always been wayward for me, i stopped using it :)

    Thank you Armelle

    See you next time Richard :)

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  • Avatar
    stevensspam

    I get the same message when trying to sign into the app. Samsung Note 2, Android 4.4.2 (most recent version available for the phone), and version 3.5.4 of the app. It had been working but due to other issues I ended up reinstalling the app and haven't been able to sign in since. 

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    mpenaa

    I have the same problem. Have anyone find a solution to this?

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  • Avatar
    sokime

    I am experiencing the same issue.

    I switched to a new Android Phone yesterday, I have not been able to login to  Health Mate since.

    After entering my credentials, the loading bar gets stuck right before finishing and this message pops up.

    Tried clearing cache, data, reinstalling, nothing works.

    MiA3, Android 10

     

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    jhasenohrl

    I encountered this same issue, and this is how I was able to log back in: 

    1. Uninstalled Health Mate.
    2. Downloaded version 4.4.0 from APKMirror.
    3. Installed version 4.4.0
    4. Logged into the app.

    Everything appears to be working fine now. However, the app breaks when I update to the latest version using the Google Play Store App. The updated version syncs my data, but data doesn't display on the timeline or the dashboard. I'm sticking version 4.4.0 until they provide a working update.

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    vignonb

    I am facing the same issue. I have had a support ticket open since Jan 17. Several back and forth with them but nothing useful, apart from a proposal to refund my watch

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    vignonb

    As per above, getting the 4.4 from APK "fixes" it... I hate running apps from outside the store though

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    withings

    I have a "Move D2" which used to work fine with Healthmate 4.8.0 on Android 9. 
    Now the OS was upgraded to Android 10 and what ever I try, nothing works so far. The watch is found within a few seconds (so bluetooth and the watch are fine), however pairing seems impossible. Permissions for Healthmate are open, internet access is normal.

    What I already tried:

    - removing it from Bluetooth devices
    - clearing the cache
    - un-/ reinstalling Healthmate from the official source and the old 4.4 version
    - resetting the watch
    - using internet via various WLans or via phone

    I ran out of options. Any more ideas ? The problem seems not to exist for my Steel HR (which sits on my desk with a broken glass ... )

    Seems like healthmate is not compatible with Android 10 ...  >:-(

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  • Avatar
    sokime

    Latest update (4.8.0) did fix things for me, up until 4 hours ago.

    Then I got a message: Your application just got healthier!

    (and Happy New Year, lol) and now Health Mate is stuck to "Connecting to your Steel HR".

     

    It's like my app rolled back to before February's update on its own.

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    zeyaya94

    Same issue here on Android 9.0, removed app, installed older versions from APK mirror, same outcome.
    Not sure what to do now, don't want to lose my progress but at the same time my steel is now an inaccurate step counter..

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    withing

    I have the same problem with my Doogee S95 Pro. I also tested on Xiaomi Mi Pad and Xiaomi Pocophone F1. All have the same problem with the version from the Google Play Store.

    Somehow my scale and sleep tracker are still syncing to the server, as the web portal is still showing my data. However, I can not log in. Support is not helpful at all, as it takes them over a week to reply. They suggested to remove the app and install it again where all the problems started. I first had a problem that my scale measured my weight twice (after connecting to MyFitnessPal).

    Now, for over a week, my Steel HR, scale, and sleep tracker are useless.

     

    I just tried all the versions, back to 4.3.3, none of them are working for me. All give the same error.

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    zeyaya94

    After speaking with support, I successfully managed to log in.

    I have tried logging in to another device, that worked after loading for over 15mins, this was a very old device.
    I then logged out of that device and uninstalled the app.
    Uninstalled from my current phone, turned off the device for 5mins, reinstalled from play store and tried to log in, that failed again with same error message.

    I disabled a bunch of wifi enhancements on my mi 9t pro and kept the app on screen when it was attempting to log in, it finally completed the log in process after 30mins.

    I am now able to sync my steel again.

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    mjhamiltonus

    zeyaya94 - did you get the "Oops. there seems to be a connectivity issue. Please try again later." message still, then just wait it out?

    I have a Move ECG watch. A few weeks ago, after changing my password, I started seeing this error (axactly like mailto and sokime screen shots posted above). Whenever I try to connect to the app using my original username and password. Tried app reinstall, factory reset of watch, removing watch from bluetooth remembered devices, removing device from my withings account....

    The only way I can get it to work is by factory resetting the watch, remove from bluetooth remembered devices, reinstalling the app, and then choosing to create a new account. I'm on account number 4 now.... would kind of like to keep my history though.

    Withings support has been in denial the whole time. "Try on a different device", "factory reset the watch", "the app has no problem connecting to the server". The watch connects fine. It just won't connect to my account anymore. Any previous account. Like I said, I'm on account #4 now from trying to do all the things Withings support has suggested.

    I suggested they send me another watch, so that I could try it without creating yet another account. They couldn't.

    Clearly there is a bug here. It is easily reproducible. I am willing to work on a live debug session if they want to set something up, but, support said it is not possible at this time.

    Unfortunately it is also not possible for multiple customers to work with data in their old accounts, either. And there does not seem to be any progress on actually fixing this bug.

    I haven't tried installing the old app yet. May try that, but, may just give up and wait for Samsung to release their ECG feature. I clearly won't be buying any more Withing products - their app support doesn't work!

    Samsung Galaxy S9, Android 10, HealthMate 4.9.1 from GooglePlay store.

     

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    zeyaya94

    Hi, I'm pretty sure my issue was related to WiFi enhancements enabled on my device (auto switching from 4g to WiFi if connection is bad and packet prioritisation), but I did sign in to another device (Samsung a5) and that worked fine, I haven't had any issues since. I know signing in to another phone sounds stupid as you want to set it up on your current phone but I believe there is something linked on Withings server to your phone (like device ID) which gets updated when you sign in to another phone. If you have another device I strongly suggest trying that with which ever account you want to use, wait 15 -30mins then sign out and try signing in to your current phone using the same account then pair your watch

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  • Avatar
    withing

    I have an update on my case, with the same error as described here.

    I talk to Jerald from Customer Support who told me that Development is aware of the issue, but there is no fix and they are not working on it either. This is, of course, unacceptable. I'm unable to use my products now for almost a month.

    On the other hand, Rudy from Twitter Support replied to me that there will be a fix a week ago and it should work now. (Two totally different answers....) However, it is still not working for me.

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    mjhamiltonus

    zeyaya94 you seem to be onto something. I logged on to my original account using an old phone (Samsung Galaxy S6 edge). This one is out of contract so, only connected through wifi, if that's relevant. It took a very long time of just leaving it alone on the login screen, and re-unlocking it several times. Ultimately it logged into the account.

    After a few more hours, I logged out of my account on the app on the S6.  On my S9, I disassociated my watch with my new account, and then logged out of the app. I logged into the app again with my original account. After several minutes it did seem to be logged into my account again (this was a first). To get the watch to associate with that account, I had to put the watch into factory reset, but, then it worked.

    So using another device does seem to ultimately work, but, it takes a long time. You also need to put the watch into factory reset to get it to hook back into the original account.

    This is a pretty abysmal process. It would be nice if Withings would at least explain why/what is going on. Of course, best of all would be to fix this issue.

    zeyaya94 thanks again. It took me awhile to get to this because it is so time consuming, and I kept having to create new accounts every time I tried something suggested by Withings (was on account #4 actually).

     

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