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Steel HR died suddenly

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  • Avatar
    henrythewasp

    Ditto.  Steel HR Sport. Software version 5971.

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    ccr.campbell

    Same, steel HR Sport running 5971

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    a.muth

    i got the same problem today. my steel HR  just stopped working about 2 hours ago, 40% battery left.
    I read through all the comments and will follow you advice. thanks a lot.
    how ever, does anybody have an email address of the support team?

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    serges_rampage

    Same issue here. Stopped working yesterday at 1.10 pm, battery 58%. Software version 5971.

    I will try as suggested here. If that does not provide a resolution to the problem, I will raise a support ticket.

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    oilsk8r

    Mine died a couple day's ago too .

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    jonnyfishyfish

    Mine died 9 o'clock last night although I didn't notice it until the morning. As well as the inconvenience its disappointing that although this appears to be a common problem the only apparent solution is to wait for the battery to drain with fingers crossed. I will try that first. Some of you said you would go to support if that didn't help. Has anyone had any useful support in relation to this? Has anyone had it happen more than once?

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    ab

    @jonnyfishyfish, you can go to support to let them know the issue is affecting your watch. They already acknowledged the issue is due to a firmware bug. I've got today a note from Withings:

    -------------------------------

    It seems that it is a firmware issue based on our diagnostics. Please know that I would be happy to forward this to our development team.

    Rest assured that the fix for this issue will be included in the next firmware update. Your patience is highly appreciated.

    -------------------------------

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    drrzelman

    Same problem just occurred with my 7 mo old Steel HR.  Will try the remedies outlined above and contact support

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    nmgyrl

    I am so relieved to have found this thread! My Steel HR, purchased in early May, just did this yesterday. It is completely unresponsive to button presses/holds, charging, etc. The Health Mate app shows that it was at 17% battery as of 7:20am. I noticed at 5:30pm that the hands had stopped a couple of hours before, but as it had lasted over 30 days from the previous full charge(!), it should not have died so suddenly. It seats itself nicely on the original charger, which I used before with no problems when plugged into my PC, but remains dead.

    One thought: my Galaxy S8 phone updated to Android 9 (Pie) a little over a week ago and has given me some problems (especially phone battery life). This OS update has been rolling out to different phones/carriers over the past 6 months. Is it possible there is some incompatibility? The comments I have read here and on a newer thread don't seem to mention anything about the "host" phones. The Steel HR is at firmware version 5971 and the Health Mate app at 4.3.4. There are slightly newer versions of both available. I have just updated the app to 4.4 (which by itself of course has not done anything), but the Withings page for Steel HR firmware says:

       "Version 6131 - June 18th, 2019 (Steel HR only)

    • Bug fixes

         Note that this firmware has only been deployed to new Steel HR installations."

    so it's not clear that it will be downloaded to existing watches. If that's true, what's to prevent this annoying freeze happening again? Can anyone verify that their watch has indeed updated its firmware as Withings support told an earlier poster that it would?

    I will submit a proper support ticket as well as this comment. Thank you all for being here!

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    chris.warne

    I had this problem a few days ago and the "discharge for 24 hours" fix seems to have worked. However, I notice that several days later my watch is still showing 100% charge. I would normally expect it to use a few percent a day so I wonder if this is another, related bug. Does anyone else have this persistent 100% charge reading?

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    nmgyrl

    I have only had to charge mine once since I bought it, and it took several days to come off 100%. It is actually closer to 40 days since then, and it was showing 17% before the freeze. (Don't think the freeze is battery-related since reports of charge beforehand are all over the place.)

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    markus139

    @chris.warne now that you bring this up, I also have a 100% charge reading after 5 days of use. So clearly some bug persists. Previusly I also used the "battery drain" fix to the dead watch problem as nothing else made a difference.

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    nmgyrl

    Apparently it isn't enough to reference this forum in the ticket query. Here is what Withings support told me today:

       I appreciate the forum link you've provided, however, we have no known issue for the unresponsive Steel HR.

    <sigh> So the reps still aren't aware of the problem generally, despite the number of reports, and somehow it is not filed in a way that makes it easy to find.

    If you feel it's appropriate, could someone who got a response recognizing that it is a problem please post the ticket number? It's difficult to get anywhere if support is not properly linking all these reports as being the same bug.

    BTW, I did not see any low battery status on my Steel HR (wasn't here to look at it the entire time), but when I put it on the charger again after about 30 hours, this time it did display the charging icon. So hopefully it will now charge and then be recovered. But I am concerned about it happening again in the future.

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    henrythewasp

    @nmgyrl  I got an acknowledgement of the issue on my ticket #1194051:

    > June 20th, 15:17: Please accept my sincerest apologies and the issue is currently being investigated by our development team as I have also forwarded your concern to them.

     

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    ccr.campbell

    Final response from the tech team:

    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.

    So they are aware and should be fixing it (hopefully)

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    llh4haw

    I have the same problem as everyone else in the thread. Nothing new to add, just adding a voice to the chorus. Died about an hour after its last sync at ~73% charge. Software version 5971. Already submitted a ticket referencing this thread.

     

    Hopefully letting it sit for a day and charging will work for me. Very inconvenient.

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    nmgyrl

    @ccr.campbell: Would you be willing to share your ticket number? I have one, thanks to henrythewasp, but since yours has a definitive statement, it would be helpful to provide that as well to my support rep. Thank you!

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    ccr.campbell

    Hi,
    Of course, it’s ticket 1197985.
    Hope that helps!

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    nmgyrl

    Thank you!

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    amber.wolst

    Wow can't believe how many people this is happening to.  Yep I am one of them.  Mine has just died at 6.45pm.  So I shall follow all your helpful advice and let it drain and then recharge it.  I have also raised it support.  They should try and sort this out because it will put people off buying their products in the future.

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    arth

    Same problem here, nothing is working...the screen won't turn on and the phone is not finding the watch.

    I have been emailing back and forth with customer service and unfortunately none of their suggestions are working.

     

    I have tried charging with another charger -- didn't work

    I have tried charging a friend's watch on my charger -- works (so it's not the charger)

    I have left it many hours (possibly 48-hrs so far) on the charger and nothing is happening

     

    I think it has to be a software bug if we are all having the same issues at the same time... I am asking for a replacement watch since mine is still under warranty. 

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    cwagner

    So glad for this information.  My Withings Steel HR, purchased in October 2018, was at 92% charge and stopped working this morning.  I could not revive it.  

    I disassociated the watch from the HealthMate app, and installed my former Nokia Steel watch.  I’m hoping that completing the steps described here (waiting 24 hours or so and then recharging) will bring my Steel HR watch back to life.

     

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    arth

    @cwagner -- let us know if it works.

    Did not work for me :(  

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    kalle

    Yeah, mine died an hour or so ago as well... Running on 5971.

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    hitthemoon

    Happy to find this post. Same prob here. Phone died 2 hours ago. Running on 5971. Now left on charger following the advices above. Will open a ticket at the same time. Fingers crossed!!

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    johnsmithwally

    Mine has just died tonight, leaving it to discharge, hopefully will be back in action in a day or two. Thanks for everyone sharing on this thread. I'll raise a ticket.

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    meredith.annex

    Same problem here, unfortunately. Was listed at 85% when it died out of the blue yesterday. Just saw this forum so taking it off the charger and waiting it out...and sent a support ticket in as well.

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    nmgyrl

    Here's the latest response I received from the Withings CSR assigned to my ticket:

    "Since the release of the firmware 6131, the watch was trying to refresh and needed the batteries to be drained before your Steel HR receives the firmware update. Since the updates are received by batch, please check for any notifications for updates soon."

    This seems odd. Has anyone else discovered that their watch has updated to 6131? Mine has not, and the Withings Web page on firmware versions for the Steel HR says that 6131 is only being sent out with new devices.

    Anyway, I gave her both of the other ticket numbers provided in this thread, where Withings acknowledged that there is a bug. I also wrote the note below in my response to her. Perhaps the "bug" is actually that this is how they intended to do things? If so, <grrrrr>.

    ------ my comments -------

    Re the explanation about the behavior being deliberately caused by having to refresh the firmware, I'm afraid I'm skeptical of that for several reasons:

     1. There was no indication of any firmware update being available or being applied to the watch,
         and indeed Health Mate shows that it is still at 5971. So no firmware update has happened.

     2. Two days ago you said that the latest version, 6131, had not yet been made available to my watch.
         That was after the behavior occurred. How could that update have triggered any activity before it
         was even available?
     
     3. VERY IMPORTANT!!! When a firmware update is available, Health Mate should offer it to me so
         that I can select a convenient time to install it, rather than suddenly, and without any notification,
         putting the watch into a state where it appears to be dead for at least 24 hours: no response to the
         button, no response to charging, and no communication with the app. Not only does this brute-force
         approach seem unnecessary, but from a customer perspective it is utterly unacceptable. If in fact
         the watch battery has to be drained in order to initiate such an update, the Health Mate app should
         first announce that an update is available, and provide clear instructions with a warning of what to expect.
     
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    nmgyrl

    @arth, a thought: Try leaving your watch *off* the charger for, say, 36 hours before putting it back on again. Possibly being on the charger continuously interferes with the battery draining, so it never gets a chance to finish and reset. Even though the watch doesn't display that it knows it's on the charger, that might still be having an effect.

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    lucy_walker89

    Same problem - will raise a ticket and cite this thread. Thank you

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