choose language

Deutsch Français 日本語 简体中文

Health Mate (or watch?) no longer counting steps right

8

Comments

37 comments

Please sign in to leave a comment.

  • Avatar
    mseibert

    Very same problem here. No steps, no heart rates.

    2
    Comment actions Permalink
  • Avatar
    celiapickerden

    Since installing the update yesterday my Steel shows 0% steps i.e. no data although it is recording on the chart and recorded a 40 minute walk. I don't want to reinstall the app in case I lose my data. Please help as step data is important to me. Thanks

    -1
    Comment actions Permalink
  • Avatar
    michal.nemet

    I have exactly the same issue, it started after the latest app update. Some days it works fine, other days connection and sync do not work properly or at all.

    On Tuesday I did factory reset of my watch and that seemed to help, but on Friday the issue happened again. Connecting watch to app takes very long time, app record my steps, but doesn't count them to my daily goal - see below:

    1
    Comment actions Permalink
  • Avatar
    mikko.pekkarinen

    Exactly the same problem here. Steel HR SW 5331, Health Mate App 4.3.0

    0
    Comment actions Permalink
  • Avatar
    mikael.swenson

    Exact same problem here. Sometimes it works, but most often it doesn't, and I've tried to figure out which circumstances it actually does work.

    Just as somebody else wrote, the activities displayed in the chart are all correct, but the summary of total steps does not include all the activities.

    Sent a mail to the support about this issue, hope it can be resolved. I've reached my 10K step goal every day for more than 3 months, only to have it ruined yesterday due to this issue.

    Have the Android app, 4.3.0. The issue happens both for my Steel and with my Go, so it's likely not a hardware issue, rather an app/sync issue.

    0
    Comment actions Permalink
  • Avatar
    hanssv

    Same problem. The website shows the same info so the problem lies somewhere in the data processing...

    1
    Comment actions Permalink
  • Avatar
    miropuch+wthngs

    Same problem for me (Health Mate + Withings Go):

    * For two days (March, 12th and 13th) step data are there (histogram visible in the app) but the count is 0,

    * Nothing is visible in the web app (not even steps data) for those two days - just like the app did not synchronize with the server,

    * Similar thing was for yesterday but after playing with the app a bit (trying to sync with the device) it finally caught it and shown all OK.

    BTW, my app is 4.3.1 from March 11th.

     

    1
    Comment actions Permalink
  • Avatar
    stefan.igersheim

    Same here. In the chart you can see the steps, but they are not counted.
    This happens since the last update.

    2
    Comment actions Permalink
  • Avatar
    paullees

    Same problem, needs sorting asap

    1
    Comment actions Permalink
  • Avatar
    johnsonsearle

    I have exactly the same problem :(

    I wonder how many more people have this issue but don't post about it?

    I may have missed something but can't spot anything that indicates this issue has been acknowledged by Withings or that a solution is being worked on - please let me know if something is being done.

    I love my Activite Pop and in all the time I've had it, I've never had an issue like this. This is now getting very annoying.

    1
    Comment actions Permalink
  • Avatar
    michal.nemet

    how about opening a support ticket to withings?
    i did it during the weekend. Just reinstall the app and restart your phone once app is installed.
    so far it's working, even it's connection phone > watch is bit quicker

    0
    Comment actions Permalink
  • Avatar
    johnsonsearle

    Many thanks will give this a go :)

    0
    Comment actions Permalink
  • Avatar
    jwheeldon28

    Activity tracker worked fine until Monday, then  steps showed 5000 ish then dropped, Tuesday fine, today after a walk steps showed 10400 then quickly disappeared, distance there time walked there.   Online dashboard shows same story. Is anyone at Withens at home to solve this problem which appears widespread  

    0
    Comment actions Permalink
  • Avatar
    michal.nemet

    how about opening a support ticket to withings?
    i did it during the weekend. Just reinstall the app and restart your phone once app is installed.
    so far it's working, even it's connection phone > watch is bit quicker

    0
    Comment actions Permalink
  • Avatar
    hanssv

    Sorry, your advice does not become any better by repeating it.

    Sorry, your advice does not become any better by repeating it.

    Yes I wasted 10 minutes re-installing the app. And no, of course, it did not solve the problem. Since the same data-error shows up both in the app and when logged in in a browser reinstalling the app does nothing to change this. The correct information is in there somewhere, but currently only visible in the diagram, not as a step-count...

    0
    Comment actions Permalink
  • Avatar
    guy.emerson

    No steps or heart rates in withings app since 6 March. New Apple Watch impact? All other apps are working as usual just not this app. Apple Health app has no issues. Ideas?

    0
    Comment actions Permalink
  • Avatar
    gwennan.jones

    Same random problems with my watch - some days reported steps is up to 100% out, other days fine. I am running the app on an Android phone & tablet.

    0
    Comment actions Permalink
  • Avatar
    emir.halilovic

    Same here - and for my wife as well. The graph is correct, the step count in the app is not, although the watch shows a correct number.

    0
    Comment actions Permalink
  • Avatar
    andrew.h.lane

    Yep ... exactly the same here. Have logged a support request and "Josephine" who tells me they are working on it but no detail. Very disappointing. Withings ... your reputation is dented and you need let us know when this will be fixed.

    0
    Comment actions Permalink
  • Avatar
    jwheeldon28

    After advice from Withings Customer Services and michael nermet turn app off and on, unsuccessfully, on Saturday evening turned it off again and left it for several hours turned phone off, when I turned it on Saturdays steps were there but not ones not recorded from earlier in the week. its worked since then ok its only 1.5 days. To record my steps Iam using wrist pod and multiplying by my average steps per mile.       

    0
    Comment actions Permalink
  • Avatar
    miropuch+wthngs

    Just an observation after I tried clearing all application's data followed by uninstalling and re-installing the application anew: all data are there, including those steps which were not counted. Can it be caused by the Health Mate service, not the application itself?

    For me there are two problems so far:

    1) Steps counting should be working properly (which for me seems to be the case over a few past days),

    2) Old data need correcting if possible, i.e. wrongly counted steps should be re-calculated (e.g. two days show 0 steps whereas I had some activity then - this should be re-calculated and displayed correctly).

    0
    Comment actions Permalink
  • Avatar
    biteaumaxime

    I guess you're all on Android, don't you?
    A new version of the Health Mate Android app (4.3.2) has been released fixing the issue for the incoming steps. Another version will come next for the recalculation of the steps for the days already impacted. No data is lost ;-)
    Sorry for the inconvenience!

    0
    Comment actions Permalink
  • Avatar
    guy.emerson

    All my devices are Apple none are Android.

    1
    Comment actions Permalink
  • Avatar
    biteaumaxime

    @guy.emerson your problem doesn't look the same as the one described in the original message. You should contact directly the customer service for your issue to have a dedicated answer.

    0
    Comment actions Permalink
  • Avatar
    andrew.h.lane

    Thank you for the feedback @biteaumaxime. I have that android version (4.3.2) and will alert you if there is any further problem. obviously look forward to the up date to fix the history.

    0
    Comment actions Permalink
  • Avatar
    afrischmon

    I am having the same issue.  My watch does not sync accurately with my watch.  I never know when it will work, sometimes it does, sometimes it does not count my steps  My watch will tell me I have 9,000+ steps - my app will show 200 - then I will sync, it will connect say connected - synced, but does not increase steps.  Sometimes it will even show a 45 minute walk, but not increase my steps.

    This has been happening for 10+ days, I found if I rebooted my phone or turned the blue tooth on/off typically I could get it to work, but not always.  

    I just installed the update and I still can't get my steps on my app to match - it went from 7,000 - 9,461 - but my watch now shows about 11,000 steps for the day.  

    Help, counting my steps is very important to me and I'm tired of having to monitor it and try to get it to work with no luck!

    Very Frustrating!

    0
    Comment actions Permalink
  • Avatar
    imafoxhunter

    Same problem - did not record my steps or distance yesterday.  Worked fine on Saturday.  Although it seems to take quite a bit of time to sync and show data.

    0
    Comment actions Permalink
  • Avatar
    pluce.wienke

    My steps are not correct either. It is showing U am walking while I am sleeping. It is not starting the step counting when I get up.

    0
    Comment actions Permalink
  • Avatar
    i.savvinova

    I also did not see steps and some activities synced after the update. Here the steps suggested by support:

    Option 1. May work for some of you (did not work for me)

    . To help isolate the issue, could you please try to force quit the Health Mate app and check if the steps data will completely sync? If not, please follow the steps I've provided below:

    From the dashboard of your Health Mate app, tap the daily steps (any date will do).
    Swipe to check either to the left or the to the right to check the sleep data.
    Tap and swipe down then go back to your dashboard and refresh the Health Mate app.

    Option 2. Worked for me.

    Please note that if you are using a partner app such as Apple Health or Google Fit, which imports steps to the Health Mate app, the number of steps in the Health Mate app may differ from those shown on the watch.

    Additionally, it is important to note that if you have changed your step goal, or performed a factory reset of the watch earlier in the day, the activity hand will not be accurate until the next day.

    If none of the above is the case, please recalibrate the hands of the watch and let me know if the activity hand is accurate the next day.

    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'.

    Saying that after performing option one, all started counting well until on Sunday it did not count steps, but counted walking as an activity.bibhit my goal 2 tines that day, but did not sync. This might have been a problem.

    Everything works fine now, as another update was released today, if I am not mistaken.

    Hope this helps :)

    0
    Comment actions Permalink
  • Avatar
    loesgouweloos

    Same problem here. App never works longer than approx. 2 months. Updates usually only make it worse. 

    0
    Comment actions Permalink
8

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

Note that this community is supported by its members, not the Withings Support Team.

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.