choose language

Deutsch Français 日本語 简体中文

An internet connection is necessary Error

1

Comments

12 comments

Please sign in to leave a comment.

  • Official comment
    Avatar
    Armelle

    Hi, 

     

    Sorry that you’re not able to set up your Steel HR/Sport. 

     

    For all of you for which it is happening, please make sure that:

    1) Your mobile device is compatible. You will find the list here.

    2) If you are on Android, your phone supports Bluetooth Low Energy and the location is activated.

    3) Bluetooth is activated on your phone.

    4) Your watch is near your mobile device.

     

    If that is already the case, you can follow these steps:

    1) Force close Health Mate. On iOS, you can do it by double-tapping the “Home” button and then searching for Health Mate on the app switcher list. Swipe up on Health Mate (or, if you have an iPhone X, swipe up from the button). If you have an Android device, this can be done by going to the Settings > Apps > Health Mate > Force Stop or Quit.

    2) Only for Android, clear the caches. You can do that by going to the Settings of your phone > Apps > Health Mate > Storage > Clear Cache.

    3) Reboot your phone.

     

    If the situation persists, please:

    1) “Forget” your Steel HR/Sport from the Bluetooth devices on your phone.

    2) Log out of Health Mate.

    3) Delete the app, reinstall it and log back in. 

     

    You should now be able to reconfigure your watch. If that is not the case, a factory reset might be necessary. For that:

    1) Open Health Mate and go to My Devices > Steel HR > Dissociate this product.

    2) “Forget” your watch from the Bluetooth devices of your mobile device. 

    3) Press and hold the button on the side of Steel HR/Sport for 5 seconds. After pressing the button for one second, the workout mode will start. Continue pressing until a menu appears on the watch's display.

    4) When on this menu, press the button until “Factory Reset” appears.

    5) Press and hold the button for one second. You should now see “Reset in 5 clicks”.

    6) Press the button 5 times. Steel HR/Sport will be reset to factory settings. It will restart and show “Hello!”. Note that if it’s not the case, it means that the factory reset was not successful and that it must be performed again.

     

    If the situation persists, you can try @mosowiw’s tip as well. You can also send us an email via https://within.gs/help so we can investigate your case further.

     

    Don’t hesitate to let me know if this has helped. 

     

    Have a great day,

     

    Armelle, Withings Customer Service

    Comment actions Permalink
  • Avatar
    buscalizer

    I have this same issue. It's really annoying. I'm guessing the problem is with the health mate app. I've tried it on a Nokia as well, same response.

    0
    Comment actions Permalink
  • Avatar
    aafolabi242

    I have the same issue too. Please who do go about this

    0
    Comment actions Permalink
  • Avatar
    sjcoker1

    Me too. Anybody have a solution?

    0
    Comment actions Permalink
  • Avatar
    oladosulek

    I have the same issue also, and it is frustrating. The watch is basically useless because I can't get past this screen.

    0
    Comment actions Permalink
  • Avatar
    foluso.adegoke

    I have the same issue, contacted support and was eventually told that my smartwatch, which I bought brand new was stolen and it's serial numbers blocked, therefore I can't use the watch. What is surprising to me is the fact that there are a large number of people who have the same issues - were all those watches stolen?

    1
    Comment actions Permalink
  • Avatar
    david_kagba

    foluso.adegoke that was the same response I got when i contacted support. I eventually returned to watch.

    0
    Comment actions Permalink
  • Avatar
    oladosulek

    I myself had to return the watch to the store I got it from. The support couldn't offer much help 

    0
    Comment actions Permalink
  • Avatar
    mosowiw

    same problem has happened to me. what solved the issue for me:

    re-installed the app and used another e-mail address to sign up (and did not tried to use Google Authentication!) after that it worked for the first try.

    2
    Comment actions Permalink
  • Avatar
    hparslov

    I have the same problem. Health Mate version 4.10.1 and android 5.0.2. But get this message "An internet connection is necessary ...."

    Of course I have an internet connection and I am also able to log on to Withings. I am here, right :-) o it simply doesn't work. Buying a new thing tomorrow. NOT a Withings....

    0
    Comment actions Permalink
  • Avatar
    kirelagin

    Just had the same issue with my new BPM Connect. Simply clearing the data of the Helath Mate app and logging in again resolved the problem.

    I have to say that is a pretty weird customer experience, I tried multiple WiFi networks, tried disabling WiFi on the phone so that it uses cell data. Thanks to tips in this thread decided to clear the data of the app, otherwise would have never guess that it can be the issue. (Contrary to what is written above, I did not have to change the email or anything, just logged in again using my Google account.)

    2
    Comment actions Permalink
  • Avatar
    zacharyblazier

    clearing the app data worked for me as well.  Thanks Kirelagin!

    0
    Comment actions Permalink
1

Didn't find what you were looking for?

New post
To preserve the Withings Forum as a place of kindness, mutual support, and interest for the products and services provided by Withings, I am committed to:
  • Be courteous and participate in the community with a spirit of friendliness and understanding
  • Respect all users on the forum
  • Avoid controversy or quarrel
  • Ensure that my messages do not infringe on the rights, reputation, image, or privacy of others
  • Avoid any and all discussions which contain insulting or discriminatory comments
  • Abide by the full terms and conditions outlined here

If you need assistance because of an issue which would not be resolved through troubleshooting, such as a product with physical damage, please contact our Support Team.