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Health Mate app broken: iOS

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  • Official comment
    Avatar
    Alvaro

    Hello Withings users, 

    Please note that the Health Mate app crash issue has been resolved in the lastest version (4.10.1) of the Health Mate app. Once you update Health Mate on the App Store, the app should open normally. 

    If you find you are still experiencing this issue, please reach out to our Support team. Again, we apologize for the added inconvenience that this has been.

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    davepmatthews

    I’m having similar issue. After healthmate app update it now only launches for about 3 seconds. I get the ‘loading’ screen, then the app crashes. My scale has also started acting erratically, only still working in standalone mode.

    My issue mostly seems to be a bad app update.

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    clarryuk

    Well, I've realised that it's my profile it doesn't like, as when I log in to the app, it says it's refreshing its data for my account, which gets to about 97% and then the app crashes.

    It will not open again unless I delete the app and reinstall it every time.

    What I did was to, on the website, create another 'family member' and put some very low weight in for that one (so the scales don't confuse it with the real me), and then, on the app, when I log in and it asks which profile I am, I select the fake one, which does load up ok (as there's no data in there), and once in, I can go to the Dashboard and click on my own profile to view the graphs and data in that one.

    Exactly the same thing happens with my partner too, who has also had to set up a fake 'extra' profile in the same way.

    That seems to be a workaround.

    Re-pairing the scales was a nightmare though, after I disassociated them yesterday.  Took many many attempts and in the end, only changing the batteries would let it see my Wifi network, and all seems to be ok now.

    Only problem that remains is that I can't open the app for my profile - I have to open it for the fake one and view my profile within that, as described above.

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    garethirwin

    Not working here either you would think in the middle of a pandemic companies would leave well enough alone but apparently not.

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    jennyinbournemouth

    I did the same deleted the app,  Downloaded again, still it crashes.  On my phone, lap top and iPad.  Unusable totally.

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    davepmatthews

    I guess it must not be worldwide or they would have done something by now? Does everyone have a scales?

    -1
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    hillfoot

    I have same problem the app loads and instantly freezes and your left with a black screen which disappear- I’ve also tried deleting the, rebooting and reinstalling- but with no joy. Obviously a bug that Withings have introduced that needs fixed.

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    dave.richardson

    I have a separate issue in that the data sync to my online Nokia / Withings account from the scale works fine BUT the sync of my data back to apple health is entirely wrong (when requested) sending instead a data source packet containing a wrong  / random weight. I have deleted this packet in Apple Health and tried again and same result. Also tested this requested packet using a third party app and again the exact same result - the data stream being sent is wrong! What gives? This happened after the recent update of Health Mate. 

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    martinthebandit

    Same problem here, same attempt (delete, reinstall etc) to fix it. Still doesn't open.

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    mark

    I have the same problem of crashing on opening. Tried deleting & reinstalling but with the same result

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    lucy173604

    From today my app won’t open. Tried deleted it and reinstalling and tried refreshing my iPhone. Nothing works!

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    peter.wormleighton

    Same here

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    qcoles

    Yup same here. I’ve emailed customer support too. Hopefully will be fixed asap

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    alayneturner

    Yes exactly the same here!!

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    cobbyco

    Same with me (on iOS). Everything fine until today but now the app won't open. Tried closing and reopening, restarting phone, deleting and reinstalling app but no change 😬

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    neil.ramsay

    I’m Having the same issue, iPhone, iPad, clean install, restart, nothing works. Guess something is broken on the backend. 

    Hope the engineers don’t mind getting called out on the weekend. 

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    m

    Same here. It’s not scales related as I use the app in conjunction with my Withings Steel. The app was working perfectly yesterday so I’m guessing that the problem is with the update. Have tried all the usual remedies mentioned by others in this thread. Using iOS 13.4.1 on an iPhone X

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    colinebruce

    Same problem here on two iPhones even after reinstalling App

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    david

    Same issues here on two devices. Deleted app and reinstalled looked like it was going to work but then trying to connect to my scales and it crashes back to home screen.

    All devices are now unusable, why update an app if the support is not available when things go wrong, it was working OK so why did you not just leave the app alone.

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    paul

    Yes same here I can view online but not on the app it crashes every time

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    stephen-berry

    Same issue - it was fine yesterday - today just crashes

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    chrischarlesworth

    One more here, black screen and out on two iphones. Was fine yesterday, have deleted, re-installed, restarted phone etc.

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    andreaevens20

    Same thing for me I thought it was because I’ve had a new phone. I weigh on my scales then look on the app and it won’t open at all so frustrating.

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    mike

    Same here. Everything fine until I downloaded the latest version of the app. Now get black screen and then back to the app. symbol. Same on iPhone and iPad 

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    steph.666

    When will the app work again?

    -1
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    eloveday753

    Same - deleted it twice - (wish I seen the forum as there is 8 months of data potentially wiped!)

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    cobbyco

    eloveday753 Check your account using a browser. I think your data should at least still be there 😎

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    duncanbaldwin

    Same for me on IOS. Scales have sent data correctly as it’s visible on the website. And synced to Garmin. So it’s just the app.

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    info

    Same problem here - must be an app conflict issue with iOS 13.4.1

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    jemima.bird

    Yup ditto. Also posted in the main forum - worked fine yesterday, today crashes every time I try to open. Also on my partners iPhone same thing. Deleted and reinstalled on my iPhone - gets to about 65% sync and then crashes again and won’t open. Clearly a significant back end issue. Pretty poor that no one from Withings is providing an update even if to say “we know there’s an issue and we are working to resolve” 🙄

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