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Steel HR not counting steps properly

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  • Official comment
    Avatar
    Armelle

    Dear users,

     

    Thank you for posting. I am sorry to hear that the Steel HR is not tracking every step. 

     

    To help you understand how our algorithm works, please check @jacqui.oconnor’s post as everything is clearly detailed. Also, please know that this algorithm is optimized for wrist-use only. If you place your watch in your pocket, the steps tracked will not be accurate. It is also important that the wristband is worn tightly

     

    Here are some other troubleshooting steps you can try:

    - If you are using a leather band, please try using the silicone band to see if you get a different result.

    - If you are comparing your steps with that of a friend or family member who also uses the same watch, try using your friends/relatives watch for a day while still wearing your own wristband, and compare the results. This can help identify if the way that the watch is worn is causing the difference in step count.

     

    Finally, I would also like to tell you that we are working on improving our algorithm, so we can offer our customers an even better experience with Steel HR in the future.

     

    If you need help from us, don’t hesitate to send us an email by clicking here.

     

    Have a wonderful day,

     

    Armelle, Withings Customer Service

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  • Avatar
    Ichigo

    Hi! your Steel HR may count your steps differently from other trackers but it doesn't mean that it is not accurate. every activity trackers has a different algorithm. Like for example, I have a Samsung Gear and I'm also using the Steel HR. Sometimes i do receive more steps in my Steel HR watch than my Samsung Gear and sometimes its the other way around. 

    A piece of advise, make sure to swing your arms when walking or running so the watch can track more steps.

    Ciao!

     

     

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    maria.tancu

    With wihings o2 i did not have to "swing my arms" for it to track, please tweak the algorithm to be more accurate

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    angiemerten

    So I can echo this problem. This is not a minor issue. I noticed something was amiss when I took the dog for a walk this morning and it only counted about 25 steps. Ummm, it takes more than that just to go down our lengthy driveway. So I started testing it and counting in my head. It is tracking maybe 10% of my steps at best. That is unacceptable and pretty bad. I am not sure if I should return this, exchange it, or what. It is a beautiful watch, and I don't mind it being slightly off, but this is ridiculous.

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    chrisg1674

    I agree I have also encountered the same problem, I got the watch to get me moving more, but I’m just feeling disappointed. Withings what is your solution or I will be returning it.

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    meganmaygreenleaf

    Mine is about 50% of what a Fitbit is. Which I know the Fitbit over counts, but I then started actually counting a couple hundred steps at a time and it was counting about 75% of my real steps. Now I am trying to return and the website doesn't provide a way to do so right now. I am also not getting a response from my email. Then the phone number puts you on hold for an hour and then tells you there are technical problems and hangs up. I get everything is delayed and altered by the virus, but I would feel much better if the website stated or I got and email response stating their return policy will be extended due to the fact they are having these delays/issues. I only have a couple days left and I don't know what else to do.

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    jnjwhite77

    I’m finding the same issues as the above posts. I have owned this Steel HR watch for a few years now and before the company buy out I had one as well and have not seen any problems. Now the watch dial doesn’t move at all and the app is recording some steps but nowhere close to the correct number. Today I played golf and walked the course and the app recorded 142 steps but detected 4 hours of activity. Hmmm!
    I believe that the step counter stopped working recently when the app started displaying activity automatically. This is a major issue that needs to be resolved quickly or I have look at purchasing another brand of smart watch.

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    rhiannethornewill

    Thanks all for commenting. It seems I am not the only one having unacceptable issues. I have taken the decision to go to a different brand smart watch. It is such a shame because I love this watch but I cannot justify wearing it if it is not working. I am also saddened that Withings have not responded to anything on this support forum. You would think that they would review this and find a solution if so many people are having the same issues. Very disappointing.

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    robert.grzes

    I don't understand why Withings neglects its clients so much. My HR Sport also counts the number of steps badly. It just hangs for a moment and doesn't count the steps. It happened a few weeks ago. I did not find a solution in this forum. I'm disappointed.

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    robertone3

    I

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    jamie

    I've also had step count problems with my Steel HR Sport. It was fine when I bought it, but after an update sometime in Q4 last year it's been reporting unusually low step counts.

    For example, a couple of weeks ago I had a day where I walked at least 6km (including a 4km recorded walk). My step count was under 4900 when it should have been 7000+.

    The odds thing is that my wife's Steel HR appears to be recording her steps correctly. Only mine's having issues, even after a reset.

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    hong.diana

    I also have the same problem. My husband and I both have Steel HR watches, and we do 2 5km walks each day, the only different is I’m pushing a stroller and he is not. At the end of the day he has over 11,000 steps and I have barely broken 4000! We walked together all day, and it’s not like he went out for a run in between. It’s really annoying that it doesn’t count my steps properly. My iPhone is in my pocket and records my steps properly in the iOS Health app, so at least there’s that.

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    rakeshvashishta

    Same problem. While I like the design of the watch and battery life, low step count is demotivating and dissatisfying. I think I need to go back to apple watch and accept the pain of daily charging. 

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    jnjwhite77

    update on my original post.
    I misplaced my watch charger and did not wear my device for a couple of weeks, then when I did the sync with the app I had daily steps appear. So is Withings in a three party partnership to capture the steps from other devices. This could explain why the step dial on the watch no longer moves and why when golfing my step are so low as I leave my phone locked in my car.
    WITHINGS THIS SO DISAPPOINTING AND DRIVING US ALL CRAZY WITH YOUR DEVICE !!!

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    jacqui.oconnor

    I had cause to speak to the help desk on this subject and after emails back and forth, I got this response 

    “For our watches, there are two conditions which are essential for detecting a step; an amplitude and a periodic pattern. The amplitude of a step is not due to the swinging motion of the arms, instead, it is due to the impact of the foot on the ground which is clearly visible on the accelerometer of the watch. The impact is repeated at certain intervals, giving a characteristic shape to the step. This separates your steps from random movements.

    To optimize step counts without missing any, and to minimize false detections, our step-tracking algorithm identifies the right moments to trigger the step counting process and adapts the acceleration thresholds for each use case (e.g. running, walking, fast walking, etc.) of the step tracker. The Withings' algorithm that is built into our step and activity trackers is capable of doing this with great accuracy.

    Additionally, Keep in mind that if walking when pushing a stroller, shopping cart, lawnmower, etc., because your wrists rest on the handles, the watch may not be able to accurately detect the impact of your feet on the ground, resulting in fewer steps being tracked.”

     

    I was also advised to recalibrate the watch 

    “To recalibrate the watch, place it next to your mobile device and launch the Health Mate app. Go to My Devices→Select the watch→Set the time'. Calibrate it so that both the hour and minute hands are pointing to the '12' and so that the activity hand is pointing to '0'.”

     

    having done the recalibration I am seeing a vast change of steps collected, and are similar to the step counter in my iPhone (which I used as a test scenario)

    aware this won’t solve everyone’s issues, but at least I now know how the steps are counted and I am mindful of this when walking

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    robert.grzes

    My watch is working perfectly after the last update - sotware vers. 6981. All the step counting problems are gone.

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    pdljmpr

    Shouldn't have to "swing my arms" to count steps that I get on a normal day doing things.  Not happy with this.

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    jacqui.oconnor

    Agree - still not 100% for me. I can be moving around the kitchen all day cooking and limited steps are registered. My steps moving from room to room are not calculated either, only when I 'force' the device my activating a walk do the steps get recognized. Not happy

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    cromarty

    I wish I'd read these comments before buying mine. :-(

    But don't see them unless searching the Withings help for advice about missing data! (Of note- there's no help either!)

    I also find the step count low. I might be out walking with kids and holding a hand and notice the steps hardly get counted. Wondered if the non-swinging hand was considered not to be walking despite covering a couple of miles!!

    I also actually wanted to be able to use the heart rate monitor for motivating me with exercise and collect Vitality points for workouts which I am doing but so far don't count. The heart rate is monitored and I can view it in the pretty but not very informative health mate app but despite multiple link ups with Vitality it doesn't seem to be giving them the information they need to give me my points.

    So far it is failing in its primary reason for purchase! Nice looking watch but very disappointing performance!

    Should have gone with ugly but functional Garmin then!

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    schriltz

    My Withings Steel has worked well for more than a year but last week it began not counting steps early in the morning.  Curiously, it starts counting steps around 10am. It counts all afternoon and into the evening - just not early in the morning. I put in a new battery and recalibrated the watch (set the time) and it did not help. I routinely take a ca. 2000 step walk before breakfast every day - the same walk every day. I wear the same clothing and the same shoes and there is no change in body mechanics. It has always counted that early walk and now it is not.  What is going on?  I love my Withings but if it is going to sleep through my early morning walk, I will replace it.

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