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Steel HR died suddenly

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    borland.south

    same problem mine quit 2 hours ago 23% left. I'll wait as well to try to charge  and see what happens - never had this happen before either!

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    markus139

    I have the same issue and like many others, am please that there is at least a chance of a "miraculous recovery" by draining the battery. Still very inconvenient and unexpected.

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    mail

    I’ve just had the same problem with a Steel HR sport. The watch is only 3 months old. Stopped working whilst I was sat reading. Watch synced about 4 hours before it froze when battery was at 37%. No life in the watch and doesn’t charge. I have emailed tech support.

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    ab

    So I've got mine recovered: put it off the charger, for fully charged one it was more than 24 hours, then try to wake it up by long press on the button. If it shows you 'Hello' and 'Power reserve' and then dies again, put it in charger, then it will wake up. I needed to reset the watch afterwards but so far it works.

    What doesn't work is Withings support team. Not only they ignored what I told them after following their own suggestions, they also completely messed up the responses. One of the support engineers wrote a response to me, then another one took that response as if I responded myself. He took the facts/suggestions from that previous Withings' support engineer responses and responded to them with other suggestions to me, also keeping me called by the name of that engineer. Perhaps, this was one of the most unprofessional support exchanges I had in quite a number of years.

    Finally, they admitted this is an issue their engineering team is looking into.

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    chris.warne

    I had this problem on my 1 month old Steel HR Sport last night. It had about 60% charge. I'll let it discharge and see what happens. Presumably in this state it discharges faster than normal as it usually runs for two weeks on a charge but people don't seem to be waiting that long!

    Hopefully a software fix will be developed for this as it's obviously a general fault.

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    steviepigeon

    Ab, thanks for your advice.

    "put it off the charger, for fully charged one it was more than 24 hours, then try to wake it up by long press on the button."

    Do you mean to put it on charge for 24 hours before trying to wake it up by long pressing the button, or leave it off the charger for 24 hours and then charge?

    Thank you :)

    Steve.

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    ab

    @steviepigeon, yes, please leave the watch off the charger.

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    rynier50

    mine just died today at 2:36pm - I always keep the battery charged.  Reading these forums now to see what others have done to get it working again...

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    ccr.campbell

    Mine died today. Had 30% battery left when it went dead.
    Have left it off charge for 6 hours and is now on the charger. Hope it resets! I’ll raise a ticket too.

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    justonemoment81

    I waited 24h without charging and now is resurrected! I pressed the button and says low battery, now is charging and synchronize correctly.

    It’s a bad issue, I hope the engineer will fix it soon!

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    rynier50

    I will wait until tomorrow, l;eaving it off the charger and update my progress... I have raised a ticket too.

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    russellcd

    Same issue here died around 11:15 morning at 92% charge as of the last sync at 10:13am.  I sent an email with a copy of this thread, let's hope it gets fixed.

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    chrisspence.home

    Mine died today as well.  Support suggested I charge it for several hours, but after finding this thread I will let it drain overnight instead.

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    andifarner

    Mine died too the day before yesterday and I was about to write support when I found this thread. Have now let it drain the battery and it's charging finally.
    I also did write support and linked this thread. Got a quick response, but they told me that they do not seem to have a ticket for this issue. I'll respond to them that they should better change that and give that ticket a high priority.
    Thank you everyone for your comments here.

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    mail

    I let mine discharge overnight, put it on the charger this morning and the display said ‘hello’ and 0% battery. It is now charging normally and has synced ok.

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    steviepigeon

    To update, mine is back to normal now thanks to the advice here of letting it discharge over a number of hours / overnight and putting it on the charger after and giving it an hour or two on there. Bizarre bug. Hopefully it stays away now.

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    ccr.campbell

    Thanks for the advice all. Left mine alone for 18 hours and this morning the hands had moved position and low battery message displayed when I pressed the button. It’s now on charge.
    I too raised a ticket and as mentioned in other posts they advise to place on the charger and make sure the button isn’t stuck in. I’ll report back the result to the ticket.

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    rynier50

    I left mine overnight, long pressed the button and it started again with 0% battery.  It looks like a coding bug - my guess would be that the software get's stuck in a tight loop and drains the battery.  It's a good thing they built in a fail safe to do a reset on low battery.

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    chris.warne

    Same fix seems have worked for me as well. Left overnight, this morning it was telling the correct time and "power reserve" displayed when the button was pressed. It's now on the charger and seems to be charging normally.

    As there have been a glut of recent reports of this issue I wonder whether a recent software (firmware) update has introduced a bug.

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    bruce19031

    Guess what? Mine has gone today.

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    russellcd

    Mine is back to normal (for now), I followed the advice and let it discharge then charged again.  

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    chrisspence.home

    These steps worked for me as well - my watch is back to normal this morning.

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    leonid.fau

    My Steel HR Sport died at Tuesday as well.

    Had 39% battery and nothing happened.

    I opened a support case but i dont get any help. I had to wait they said.

    After finding this thread the waiting method worked for me as well.

    My watch startet today at 17:30 after leaving it off the charger till yesterday at 17:00.

    Thank you folks and sorry for my bad english :-)

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    mika.majuri

    Hi,

    Just noticed 10min ago that my Withings Steel HR Sport died as well, found this thread so thanks for all the good people who have written here. I'll wait an overnight with the watch and see if it wakes up in the morning. In the meanwhile I'll write to support anyway. 

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    ccr.campbell

    Just had this from customer support about my ticket:

    Thank you for writing back so quickly.

    I am so glad that your watch is now working.

    Apparently, the watch can freeze due to a software issue, and the fix is letting the battery drain completely for 24 hours and then doing a full recharge. This reboots the software and allows the watch to install a firmware update.

    I apologize again for the issue you experienced.

    Thank you and have a nice day!

    Best regards,

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    brodie.lewis

    Same problem here - I assumed it was dead battery and have charged it overnight.

    Hopefully leaving it another 24 hours will fix it. Disappointing that a bug such as this makes it into the wild 😕

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    dsc

    So, the support alsready calls it a software issue. Telling us to let the battery drain for 24 hrs and this should then reboot the software and "allows the watch to install a firmware update"???

    Which firmware update will be done? Which version is buggy and which will fix it?

     

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    phonquenl

    Same here. Since last night, with battery at 57%, it suddenly stopped. The time hasn't changed ever since and the little screen is dead. The app can't connect any more, doesn't even detect the watch. Holding the button for a variety of lengths doesn't solve the issue. Nor does trying to charge it (no reaction whatsoever).

    I guess I'll do what you guys suggest I should: let the battery drain. Oh, ànd create a ticket!

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    bruce19031

    Yep, just do what everybody says and it will come good, mine did.

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    phonquenl

    By the way, I don't see any technical info, but maybe it's good to cite some as well in this post.

    Mine is a Steel HR Sport with software version 5971.

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