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Steel HR died suddenly

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  • Official comment
    Avatar
    Soha

    Hello Everyone,

    We apologize for the inconvenience you are having with your Steel HR not lighting up. Please refer to this help center article in which we ask you to leave the Steel HR on the charger for 12 hours:

    https://support.withings.com/hc/en-us/articles/360031652673

    Please reach out to our customer support if the issue is not resolved: https://within.gs/help 

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    loannekliphuis

    I have similair issues with my steel HR since this weekend. The watch has stopped working in the middle of the night and is not responding to anything (recharging, button etc)...
    Has also only been used for normal daily activities for about a year.

    Just filled a support request, hoping withings has a solution.

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    cri347x

    @Ioannekliphuis it’s very strange, our watches died in the same day and in the same way.
    A few days ago I received the last firmware, version 5971, could it be the cause? Yours has been updated?

    At the moment the support didn’t help me, they didn’t understand that the watch is not showing signs of life and they suggested me to start with the calibration of the hands. I clarified the problem better, let's wait...

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  • Avatar
    cri347x

    Some good news.

    Today the support asked me to confirm that the display didn't turn on by putting the watch on charge, nor by pressing the button, I could do nothing but confirm. Not even half an hour and I had to rectify, the watch miraculously came back to life.

    I reiterate that when it apparently died, it still had the 73% of battery and that I tried to put him in charge for an hour, on Sunday, so potentially it was at 100%.
    After having confirmed to the support that it was dead, I tried again for the umpteenth time to hold down the side button and this time magically the display turned on and the word "Low battery" appeared. So I put the watch on charge and it turned on and synchronized as if nothing had happened. Now I have it on my wrist and it is working regularly.

    My hypothesis is that: in these two days, even if it didn't show signs of life and it didn't connect to the smartphone, the watch was active. Fortunately (or unfortunately, it depends on your point of view), it drained the whole battery in just over 24 hours and turned off. This forced shutdown allowed the firmware to restart normally and work around the error, as a sort of soft reset.

    If that is really the case, my argument is further supported by the fact that a firmware bug caused the apparent death of the watch.

    I mentioned these reflections to support, as well as that on the same day and in the same way there was another case, linking this discussion. They replied that they will keep everything present, even for other cases.

    I propose everything here, also in the hope that the staff will investigate the matter and that if it's a firmware failure, they will update it as soon as possible.

    @Ioannekliphuis try to get the watch completely discharged, trying every so often to hold down the side button, maybe it will work out for you too.

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    loannekliphuis

    @cri347x thanks for your updates! Similar to your findings, my watch has shown some signs of life again.

    The support team also asked me to try the button and charging it again. And somehow it did respond tonight. (While being in the charger this weekend for a couple of hours without responding).

    Anyway tonight it did respond on the charger, with ‘0%’ and later on ‘power reserve’. After disconnecting and connecting to the charger again it looks like it charges again.

    I checked the app as well, and the battery was 100% before dying in the middle of the night last weekend. So something drained the battery very quickly or it crashed for some other reason??

    Hopefully the watch is going to work normally again after fully charged. I’m still curious what the root cause is tho..

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    cri347x

    @Ioannekluphuis excellent, so not only did we have the same problem, but it also solved itself at the same time and in the same way :)
    At this point I am more and more convinced of a firmware bug.

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    raneemelwelily

    Ok my watch just died out of the blue earlier today. I'm so glad to read your posts at least someone else went through the same thing. I'll wait it out!! Thank you this is very helpful

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    cri347x

    Three of us had the same problem, it's very strange.
    @raneemelwelily try to turn on the watch tomorrow of the day after tomorrow it will probably restart and ask you to charge the battery.
    Mine hasn't given any problems until today.
    Also contact the support via email, so they will have another case to investigate and maybe they will issue a final update.

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    raneemelwelily

    Yessss its working again just like it happened with you guys. Thank you for giving me hope 🙏🏼
    I'll email them!!

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    101.andrei.wolf

    I have the same problem, i confirm with you about firmware bug (steel hr sport) , i'm waiting for soft reboot of watches

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    olowski

    Same here, died suddenly out of blue with 30% battery, nothing helps so far. I will wait for few days and see what happens.

     

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    652497953

    I have the same problem

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    henrythewasp

    Same problem here too.  I've raised a support ticket with Withings to report the issue.  Relieved that it's likely a common firmware issue.

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    glasstastic2k

    My Steel HR died about an hour ago while I was sitting at my desk at work. It had 95% charge left when I synced it earlier in the day.

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    mromasco

    Same problem! I am very upset since I've only had the watch for about 6 months. I just sent an email to Customer Support, but this thread certainly gives me some hope.I kept it on the charger overnight - about 7 hours - without any luck. Question: Those of you who had a watch reincarnated, do you recommend leaving it off the charger for an extended period of time as a first step?

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    henrythewasp

    Although Withings support have been quick to respond to my ticket, their recommended course of action now is to replace the charging cable!  I'm not convinced this is the issue, given the fact that, like many others here, the watch was adequately charged at the time it died and has been unresponsive since.

    Even if leaving it off the charger for an extended period to let the battery drain and somehow reset the watch, I wouldn't be confident that this issue won't reoccur without some sort of acknowledgement of a firmware (or other) issue by Withings.

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    glasstastic2k

    Per the comments before mine, I left my watch off of the charger overnight for the battery to drain. This morning when I placed it on the charger the screen displayed the “Hello” message and showed 0% charge. I let it charge for about an hour to about 60% charge and it’s been working fine since.
    While I am happy that the watch recovered, I am concerned that it will happen again if Withings doesn’t address the issue. My job requires me to travel a lot and I count on the watch to hold a charge for 2-3 weeks at a time so that I don’t have to remember to pack and not subsequently lose the charger. If this were to happen while I was traveling, the device would be useless until I returned home.

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    henrythewasp

    Yep, mine eventually drained the battery, and putting it on charge again this morning brought it back to life, showing "Hello" and 0% charge.  Not great that you have to wait for the battery to drain before you can resurrect it though.  I'll feed back to my support ticket and let them know.

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    ab

    My Steel HR just died this morning, eight minutes after the last synchronization -- the arrows stopped at 8:35, sync was at 8:27. Sync shows 100% charge. I'll open a support ticket.

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    henrythewasp

    @ab - make sure you add a link to this forum in the ticket.  They need to realise this is not an isolated incident.

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    ab

    @henrythewasp -- yep, I did that. No response so far.

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    henrythewasp

    Just got a response from support to say that their development team are aware of this issue:

    > "the issue is currently being investigated by our development team as I have also forwarded your concern to them."

     

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    jijuthomasphilip

    My withings steel hr died this morning as well. I had 13% battery and now it’s not charging as well. Not sure how it will startup again as mentioned in other posts.

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    henrythewasp

    @jijuthomasphilip - best to leave it off the charger overnight until the battery has completely run down.  It seems that letting the battery go flat resets the issue and then it will start charging again when you put it back on the charger.  Mine died at ~90% battery and needed about 24 hours off-charger before it came back to life when I placed it back on the charger.

    Be sure to open a support ticket with them and include the link to this thread in the ticket.

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    cri347x

    Hi, I'm the one who apparently ran into this unpleasant problem first.
    Do not charge the watch, is useless, let it discharge completely waiting a couple of days, so it seems to perform a sort of soft reset.
    Putting it in charge after waiting should resurrect it and once the charge ends it will work like nothing happened.
    After a couple of months I had no more problems, but I am sorry to see that Withings has not yet updated the firmware and that many are having the same problems.
    My advice is to open a ticket anyway explaining the problem in detail and linking this discussion, in order to emphasize the spread of the problem and that these aren't isolated cases. In this regard I also opened a discussion on Reddit...

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    richstep51

    Similar to others on this thread, my Nokia/Withings Steel watch died suddenly last night. It was recharged yesterday morning (10 AM) to 100% and died about 12 hours later. I have put it aside hoping for the same two day resurrection from this sudden death. According to the Health app, the watch last synched around 3 PM yesterday and is running s/w version 5971,

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    larryb3131

    Same happened to me, stopped working suddenly (battery at ~40%). 12 hours after got the 'Hello' started charging and back to normal. This is first time 6 months after purchasing, hopefully won't become the norm.

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    richstep51

    Mine awoke from the dead, too with a "Hello" then a "Power Reserve" message, asking to be fed after a draining experience. Tech Gremlins never stop messing with us :-)

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    mmurfitt23

    Wow this has happened to me today after having the watch since it came out last September- it stopped recording heart rate at 1500 this afternoon but I didn’t notice until 445 when it buzzed and the hands stopped. Can’t charge/sync/Bluetooth it and I know it wasn’t low in power as I charged it a couple of days ago.

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    justonemoment81

    Same problem with my hr sport, this afternoon before 5pm the watch died. I’ll wait the night to try a charge and then I’ll contact the support.

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