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Watch constantly loses connection

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    rjwillbourne

    This might be of some help.
    I got my watch about 6mths ago and had the same issues.
    I would suggest that you check the watches firmware, this is done through the health mate app.
    Go to my devices and scroll down to settings. Open settings and scroll down to software version. The latest software version is 5331 so anything previous to this needs updating which can also be done through the app by clicking on check for updates.
    Once I had done the update the connection problems were resolved.
    My setup was at the time Android 8 (Oreo) on the Withings/Nokia HR Steel.
    I am still running the same setup but my phone is now running Android 9 (Pie)
    Hope this is off some help. Good luck.

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    colin.calvert

    Thanks very much! Unfortunately I'm already running 5331. It auto-installed when I first got the watch.

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    timtiernan1984

    I'm having the same issue. Does anyone from Withings have any thoughts?

     

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    colin.calvert

    Unfortunately it seems Withings does not respond to posts on their own support forums...

    The most recent application update has certainly helped (the changelist in the recent application update notes that notifications have been improved). It can now send notifications to my watch for a day or so before losing connection. Turning Bluetooth off and then back on doesn't really solve it - restarting the phone is the only sure fire way of getting the connection going again. It is clearly a Heath Mate software issue. If it were an issue with my phone then I would have expected that restarting Bluetooth would be sufficient - and I would have thought that an app update would have made no difference. Plus, my car works flawlessly with my phone's Bluetooth.

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    pilakasiri

    I also have the same problem, I only have the watch for 1 week.I have to do factory reset the watch. It's back on track for a couple days and stop sending the notification again. Need Withings support term to help.

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    colin.calvert

    Turning the phone off and back on seems to correct the issue temporarily. But the connection will be lost any time from a couple of hours afterwards or a day or two afterwards. The recent app update definitely helped (it used to lose connection after only a few minutes).

    Unfortunately it seems Withings does not respond to any issues or posts in these forums. Makes you wonder why they have their own forums on their site if they don't engage with their customers on them.

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    salvadorpintoabreu

    I have what I think is the same problem, here's an account of what I see (hope Withings support can deal with it...)

    • whenever the watch gets away from the phone (I suppose the BT link disconnects) the watch and the phone cant't connect anymore (phone stuck in "trying to connect to your watch")
    • I can (sort of) fix it by:
    1. going into the bluetooth prefs and unpairing the watch
    2. waiting a bit, apparently the watch will attempt to connect, which leads to the app proposing me to pair ("Enter the code" screen)
    3. I re-pair and the watch gets connected again
    4. unfortunately, notifications are globally turned off every time, so I still have to re-enable them
    • I'm using a Huawei P10 Plus phone with the latest software (Android 9.0.1) and every app up-to-date
    • the phone (a Steel HR Sport) is also on the latest firmware (version 5971)

    Any clues? How do we get technical support from Withings?

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    jk.janowscy

    I have the same problem as the salvadorpintoabreu user. When the watch is connected to the phone, everything is fine. As soon as I leave the bluetooth range I have problems to reconnect the application to the watch. Turning off bluetooth (the application turns off after a while) and re-enable - the application starts and attempts to connect. I do it 3, 4 or 5 times and finally manage to get a connection. Interestingly, the watch has been for 3.5 months and for 3 months I had no problem with it. The connection of the phone was fast even after a momentary exit from the bluetooth range. The problem appeared after updating the watch software to version 5971. When I loaded the latest firmware and the watch was restarted, it could not connect to the application anymore. From that moment I have daily connection problems. I contacted Withings technical support (I received the official registration number) and for a week the helpdesk tried to solve my problem by sending me various advice. However, none of them helped - the problem is still there. Two weeks ago, a help worker informed me that he was transferring my case to programmers. Since then, contact has stopped. I wrote an e-mail twice asking for information about the status of my repair but I do not receive any return emails.

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    colin.calvert

    Using the beta version of Health Mate significantly improved matters (probably received about 85% of notifications) but the recent firmware update has put a stop to that. I now rarely receive any notifications once more.

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    anxocabana

    Same problem here over the last weeks. Support didn't help.

    I fixed it installing an older version of Health Mate app -3.10.0 from Aptoide- yesterday, . Everything is running smoothly again :)

     

    I hope it helps.

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    stefania.milone

    stesso problema! Quando è connesso tutto bene, appena mi allontano anche se di 4- 5 metri perde connessione. Riavvicinandomi riprende connessione ma con fatica. Ho uno Steel HR firmware 6571 collegato ad iPhone 6. Provato a collegare anche ad iPhone X ma il problema è lo stesso.

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    henri.davids

    Oh I am so frustrated about the Steel HR with the Health Mate app, with the same problems. It is the worst product I have ever had, with so ridiculous many bugs, unbelievable. Why is everybody having these problems for years now, and why are these problems not history yet? It must be because it is a very bad product, that will never work as expected. IT IS A SHAME.

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    andrew.q.do

    Couldn't agree more and the lack of support on this fundamental issue has put me off entirely.  Not recommending their product to anybody.

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