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Sleep Tracking not working

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  • Official comment
    Avatar
    Armelle

    Dear users, 

     

    Thank you for all your comments. We noticed that some of our users have an issue only with their sleep data, whereas others can’t sync their data at all into the app. If you are having issues with your sleep data, please force quit the app and then open it again. This could fix it. 

     

    If it still persists, it might be an issue with the app. In this case, please know that our development team is working on a fix. I don’t have a date yet, but I will let you know once I have one. 

     

    Thanks for your patience and have a great day,

     

    Armelle, Withings Customer Service

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  • Avatar
    smithmarkw

    Same problem and timescale here. Stopped working but then worked the following night just for total duration and heart rate. Last night, nothing. Sounds like a firmware update is needed but nothing new available

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    alexanderre

    Exactly the same - we have two and both stopped working exactly starting with Thursday, May 13th. I thought that two of them could not have stopped working simultaneously, but now as I see even more - I believe it's a server side issue of sorts 🤔 

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    mklemen

    Mine stopped working on May 11. I reset it today, but as this seems to be a server issue, I am not optimistic that this helps.

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    Steve

    Same here. Sleep data not getting synced to Heathmate iOS app, but data is being written to the web Journal…

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    smithmarkw

    Similar to Steve, it's all there in Web Journal but not in iOS app

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    eric.aka.darth_vader

    I managed to fix it; just delete your app and redownload the app.

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    smithmarkw

    I can confirm that works thanks; the solution is in the app which looks like it was updated a week ago but it doesn't update automatically through the App Store.  Something for Withings to have a look at for the future.

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    mklemen

    Deleting the app and re-installing also did the trick for me. So the sensor was working correctly all the time, the app just did not update the data. BTW: I realized that the sleeping score in the web-interface and the app were not identical, they differ slightly, at least for the recent values. Not a big issue, but interesting nonetheless.

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    Steve

    I suspect this is more a server side issue rather than the app. V5.5 has been out over a week and this has only just broken. Won’t be at all surprised if there’s no sleep data in Healthmate tomorrow. First world problems….

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    alexanderre

    I also confirm that re-installing the app did the trick, but! Only until this morning, when the data in the app is missing again but is available on the web 😞 

    Dear Withings, please provide an update asap 🙏 

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    mklemen

    Interesting. It worked today in my app. Very strange.

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    health

    It’s not worked for me the past several days either. For those deleting and redownloading every day, you can also just log out of the iOS app and log back in. It’s still 10 minutes for it to download your data and resync can with Apple Health but at least you save an app download

    I submitted a big report and got boilerplate garbage. The tech support person asked for a picture of the data that wasn’t downloading???? Not from the web dashboard, but in the app. Like it was a either a rote script with no intelligent deviation (intended to drive you away by forcing your to answer dozens of irrelevant questions) or it was a communication barrier from language. Either way I spent 15 minutes snapshotting the entire process so we’ll see what happens. Since the tech support person didn’t understand that because it wasn’t there meant I couldn’t snapshot it. .

    This needs to be fixed in very short order. Web only access with no Apple Health integration or an extra 10 minutes a day is not acceptable. It’s doesn’t match how it was sold either. This is the kind of thing we need to rally into a class if it continues.

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    bruce.hendry

    Same issue here. Sleep data refreshes after I delete and reinstall the app but then does not do so automatically the next day and have to delete and reinstall again to see current sleep data. Factory reset did.not help.

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    bruce.hendry

    Just curious, while trying to troubleshoot this issue I noticed people writing that they could see their sensor giving a current status of “in bed” or “sleeping”. Where would one see that? I’ve looked everywhere in the app and nothing jumps out at me.

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    ronald.postema

    I have the same problem. Stopped working a couple of days ago and indeed it seems to work in the Healthmate WebApp, but not in the iOS app. I do not want to delete the app since it takes forever to load again and I have the idea that not all data is loaded at that point. Seems like a server issues that they should fix. 

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    alexanderre

    Today it synced as it should for me though 🤷🏻‍♂️

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    daveranson

    Still not working with me. I asked on Twitter for an update and they replied the dev team are working on a fix for the app and this should be resolved in v5.6. Fingers crossed!

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    daveranson

    Still not working with me. I asked on Twitter for an update and they replied the dev team are working on a fix for the app and this should be resolved in v5.6. Fingers crossed!

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    eric.aka.darth_vader

    The app reinstall seems to redownload fresh but does not solve the sync issue. I am also having sync problems with steps from apple health

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    mklemen

    Pulling down to update in the App worked today, all sleeping data from the last days got updated. Hope it stays that way!

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    Steve

    In response to the Withings official comment by Armelle, there are at least two further unresolved issues with sleep data, one of which I raised a support log on over two months ago and which still has not been addressed. These are both related to data sharing with Apple Health. Firstly, overnight heart rate data is rarely written to Apple Health in the morning - often taking two to three days to show up. Secondly, whilst Healthmate writes sleep data to Apple Health correctly initially, it often subsequently overwrites that data, and incorrectly records the initial period of sleep as time spent awake. These are surely simple issues to fix and Withings must be aware, but they have not been addressed.

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