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Workout mode heartrate data not synchronized

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  • Avatar
    liam.spencer

    I'm having the same issue with my watch. 

    I think it stopped adding the data to the app right after the latest update. 

     

    Cheers

    Liam

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    marknicholls1962

    I've got steel HR sport and my app is Android and I've had NO connectivity issues.

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  • Avatar
    paulomatias0

    Hi marknicholls,

    What firmware version do you have on your watch? When I faced the issue I was on 5971.

    In the mean time Withings replaced my watch due to this issue, and the new watch is on 5331 and it seems to be working fine.

    I can't be sure if the problem is not present on this new watch, because in the previous one it only failed some times. I'm still testing this new one.

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  • Avatar
    liam.spencer

    Hi 

    My firmware is 5971 and its failing, also my watch is the Steel HR, not the sport, which possibly suggests its a bug perhaps ?


    Cheers

    Liam

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  • Avatar
    marknicholls1962

    Mine is 5331 on the HR sport and I'm also signed up as a beta tester for the Android apo

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    marknicholls1962

    Hi Liam, have you tried manually upgrading the firmware on your HR?

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  • Avatar
    marknicholls1962

    Apparently 5971 IS the latest for steel hr

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    liam.spencer

    Hey

    Yup thats correct, its the latest one, and yeah i've tried manually updating it just as a thing to try. 

     

    Cheers

    Liam

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    paulomatias0

    Hi Mark,

    I understand now that your watch is on version 5331 (like the replacement I got), maybe that's why you never had any issue. When the update to 5971 gets to you can you please report back? I'll do the same.

    Thanks,

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  • Avatar
    liam.spencer

    So wierdly after a couple of weeks of it not displaying the heart rate data,  todays workout was fine.

    I did however open the healthmate app during the workout (right at the start) so i wonder if that helped ?

     

    Anyway i'll still wait to hear what withings says.

    Cheers

    Liam

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  • Avatar
    paulomatias0

    So, to update on this.

    I used the replacemente watch for a couple of weeks without any firmware upgrade and it always worked perfectly, it never even once failed to register my heartrate data and synchronizing it to the app. I even did a few swimming sessions and still it worked perfectly. After these 2 weeks I received the notification to upgrade the firmware to the 5971 version (remember? this is the same one I had before where I faced the issues) and unfortunately since the upgrade my heartrate was never again registered and synchronized to the app.

    This is the undeniable proof that the problem was firmware related all along, and not an hardware issue. I already sent a few email to support about this and I'm waiting for a conclusion....

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  • Avatar
    liam.spencer

    Hi

    Thats interesting and thanks for the update. Weirdly mine has started working again in the last week. I've not done anything to it, I did do a couple of factory resets which at the time didn't change things. 

    Either way i have a ticket open with withings about this (number 1166651) 

    I did notice that it would register the heart-rate for workouts which were around 15mins. Anything over that time (around 20mins) wouldnt work. 

    Does that happen to you ?

     

    Cheers

    Liam

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    paulomatias0

    Hi Liam,

     

    That's interesting. My workouts are always ranging between 40 and 60 minutes, I never did a workout under 20 minutes. Next time I go to the gym I'll stop the workout at around 15 minutes and I'll see what happens.

    My ticket is still opened, I'm hoping tey finallyidentify the bug and fix it.

     

    Stay strong,

    Paulo

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    paulomatias0

    Hello,

     

    Here the problem persists. Out of 6 workouts since the firmware upgrade, only one of the workouts has heart rate data. Attached you'll see 2 workouts, on consecutive days, of almost the same length, where one has the heartrate data (this is the one I mentioned before out of the 6) and the other one doesn't (like all the other ones since the upgrade.

     

     

     

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