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Steel HR died suddenly

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  • Avatar
    chris.warne

    I agree the explanation of the issue somehow being related to a s/w update is rubbish - mine was on 5971 before the problem and is still on 5971 now (having run through the power drain "fix" procedure). I've tried to instigate an update but it says it's at the latest version.

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    vitor.matias

    Mine just stopped completely this night... Does not respond to charging as well.

    Last sync with my phone says battery was at 61% and firmware version was 5971.

    Will wait until tomorrow to try to recharge again.

     

    Thank you.

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    annd

    hi .... Same problem.  I've had the watch for about 6 months and it suddenly died this morning.   61% charge.  I'll follow all your recommendations and hope that this sorts itself out.  I've used Withings for years and never had this problem. However it is the first time that i am using the watch.  Disappointing.

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    amber.wolst

    After about 18 hours mine has come to life sort of.  I've plugged it to charge and the screen is on with 0% battery life and I think it's charging but the % hasn't changed for about 5 minutes.  I contacted support and they gave the usual response of trying a different USB port, holding button for 15 seconds, cleaning etc.  Different USB ports didn't work and it is now being charged (I hope) from the one I always use. Signs of life, I've just had a Hello message and the time and step counter have re-set themselves.....so fingers crossed this works now.

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    meganathanramkumar

    Ah!!! These posts were so relieving to see. My SteelHR Sport was a month old, and was spreading proud moments of it till last night. It went blank, hands won't move, doesn't get charged. That was panic attack moment, gave sleepless night. Filed a request with support. Then comes this post which got my confidence back. Thanks to the one who started this thread. My Firmware marks to 5971. I'm hoping like others to have it autoresolved in a day or two. Fingers crossed,,,🤞

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    jamesfsteele

    The exact same problem happened to me over night.  So, I will try the charge as well but am contacting support.  It should have had about 88 percent charge. 

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    amber.wolst

    My HR is now working fine but the software version is still 5971 so the reason that is why the watches have stopped due to a software update seems to be a nonsense.

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    jamesfsteele

    Received the following based on my inquiry: 

     

    Your Withings support request has been updated.

     

    Alda (Withings)

    Jul 4, 18:09 CEST

    Hi,

    Thank you for contacting Withings Customer Support. I am sorry to hear that your watch has stopped working. I'll be glad to assist.

    When you press the button, does it feel as though it is 'stuck' or does it move?

    Could you please connect the watch to the charger for two hours, press the button on the side of the watch, and let me know if it now powers on when the button is pressed?

    If the watch does not power on, please put the watch back on the charger and let me know if the screen lights up while it charges. If it does light up when reconnected to the charger, please rinse the watch in warm water for 20 seconds, dry the watch, and then press the button again.

    Thank you and have a nice day!

    Best regards,

    Alda

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    cwagner

    As I posted previously on this thread, my Steel HR died yesterday morning.  I left my Steel HR alone for about 24 hours, perhaps draining the battery.  Cleaned the back side with a soft cloth, mild and soapy water, cloth dried the back.  Then pressed the side button for about 15 seconds.  I saw a “power reserve” message display on the screen.  I attached my Steel HR to the recharger and it’s recharging.  The display is showing percentages, initially around 8% and gradually increasing percentages.  Yesterday, I had nothing showing up on the Steel HR screen when I attempted to press the side button or when I attempted a recharge.  There’s hope that my watch will revive!

    I did receive an email message from Withings Support, but it mentioned nothing about why this issue occurred.  They asked if my recharger was damaged (it’s not), gave instructions on securely attaching the watch to the recharger (which I’ve been doing for the last 8 months), cleaning the watch back and the recharger.  If this “sudden death” issue happens frequently, why don’t they provide some announcement about it either by email or website?

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    nmgyrl

    @jamesfsteele: Ha, that Withings support reply is *word for word* what they sent me after I submitted the ticket, and it was a different CSR. The bit about having to refresh to prepare for a firmware update was the second response.

    They are creating a lot more work for themselves by not getting on the ball with it - not to mention panicking customers who love their watches! Really poor handling.

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    filip.christiaens

    I faced the same problem yesterday with my Steel HR. It died suddenly. I let it discharge during 24hrs and then i was able to recharge again. It synchronised immediately with my phone. I hope Withings will soon release a SW-fix as it seems this is a global SW bug affecting many users.

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    nmgyrl

    Just got word that my case has been referred to their specialist team for additional review. Hopefully they will look at this thread and the two ticket numbers I sent the original CSR. Fingers crossed that this gets somewhere.

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    mail

    I also got the email about checking if the charging cable was damaged. They said that in order to discount this, they would send another charging cable free of charge. They obviously still hadn't read this forum! The fix on this forum worked perfectly.

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    chr.seyfarth

    Same here with two Steel HR. One came back to life, I'm still waiting for the second one. Firmware is 5971.

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    johnsmithwally

    After leaving my watch for 24hrs it responded as predicted to the push button with a "power reserve" message. On charging it resumed normal operation as if nothing had happened. I didn't have to reset it, it automatically connected back up to Health Mate, it reset it's own time and was annoyingly normal. My ticket had two responses, one identical to another post about washing and drying and charging again, but when I replied the second response was more positive and questioning. The solution suggested " to leave the battery to run flat, and then allow the watch to restart and recharge".

    Maybe someone has finally read the thread.

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    jamesfsteele

    My 24 hours came up after the initial blackening of screen and downtime, and then exactly as johnsmithwally above ... I did not wash or rinse as instructed, i just let it be ... Firmware is 5971.  Everything is 'annoyingly normal' as noted above, lol. 

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    nmgyrl

    @chr.seyfarth: Did both of your Steel HRs fail at essentially the same time?

    The first three reports here were about two months ago, not long after 5971 was released in April. All the other posts have happened in the past three weeks - basically since 6131 was released in mid-June, even though it purportedly isn't available (yet?) to already-installed devices. Hmmm . . .

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    eric.rich49

    My watch just died out of the blue and was working just and I have only had it 4 months and it’s so frustrating..please help

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    st601486

    Huh, ditto. My Nokia Steel HR, software version 5971, stopped responding a couple of hours ago. Looked at my watch, thought "Huh, it's only 8?" And then I looked at the wall clock.

    I sent an email in. We'll see what happens.

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    angiejcs

    Same thing happened to mine last night. Leaving it off the charger for now and will see what happens. It’s really bad that this is happening to so many of us.

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    st601486

    I got a response from Withings.

    "...For the meantime, please try to drain the battery completely for 24 hours and then fully charge your watch. Once done, please reboot your watch by pressing and holding the button for 15 seconds and let me know if this works...."

    I left my watch off the charger for 24 hours.  It was unresponsive that whole time.  Put it on a charger and the watch lit up and said 0% battery.  It's been about 20 minutes and it claims to be at 18% but I'm going to leave it on the charger overnight, at least.

    The watch is now detected by my phone's Health Mate app, BTW, and is keeping time again.  I haven't gone through the reboot steps yet.  A little nervous about that and wondering if I might skip the step ...

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    nmgyrl

    Interesting that there are now more CSRs who are aware of the problem.

    I would recommend letting it do a full charge since it has just done a full discharge. As a data point: I did not reset/reboot/disassociate mine, and it has been working fine since then. AFAICT it didn't stop taking data until the time the hands froze, and everything it collected between its previous sync and the freeze - about 10 hours - got uploaded to the app when it revived.

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    nmgyrl

    Question: has anyone had their watch freeze again? I'm just wondering if this is a behavior we can expect to recur, or if the problem clears itself up after the battery discharge.

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    carlux3

    Mine died this afternoon. Nothing since.
    I'll wait until tomorrow but it was 70%battery. Tomorrow the battery should not be empty... Let's see.

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    nmgyrl

    @carlux3: The battery drain rate while the watch is in this state is much higher than during normal operation. Someone in an earlier post here suggested it might be in a "tight loop", i.e. its little CPU is 100% busy on something to the exclusion of anything such as button input, display, and communication. That sounds like a reasonable explanation - it might even be some code specifically intended to drain the battery as quickly as possible - but whether or not that's correct, it will not take anywhere near the normal length of time to get to 0%. (I think there was someone here who said theirs was at 95% and it took a bit longer than 24 hours to drain, but it wasn't days or anything.)

    You should be able to tell whether it has finished by pressing the button and/or putting it on the charger after leaving it off for at least the 24 hours. If it's done, the button press should get you a message like "Power Reserve" or similar; putting it on the charger should result in the little initial vibration followed by the display showing % battery level.

    If neither of those things is happening, it's "not dead yet!" ;)

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    st601486

    I should have mentioned this.

    My watch claimed to be at 77% at the last sync before it became unresponsive. I let it "drain" for a little over 24 hours (about 25.5 hours - I wasn't paying attention) and when I put it on the charger, 0% came up on the internal screen and it started charging normally.  I let it charge overnight.

    So far today it's been acting normally. I did eventually do a reboot (press and hold button for 15 seconds), but I can't see that it made a difference either for good or ill.

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    chr.seyfarth

    @nmgyrl

    No, number one failed three weeks before number two. Number one took almost three days to drain the akku, number two was back after almost 24 hours last Saturday morning. Both run with 5971 - 6131 have not yet been offered in the app.

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    hugo

    Same happened to my Steel HR last night. 08 JULY 2019

    The situation report for the development team to look into.

    • 00:20 hours is where the hands currently are.
    • No response when placed on the charger
    • No response to holding the button in for up to 30 seconds
    • Last Sync was 04/07/19 at 06:25 
    • Software version: 5971

    Seems the solution is to wait until it reboots in the next few days. Meanwhile, change the watch I wear.

     

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    nmgyrl

    So here's what "escalation" looks like:

    My name is <xxxx>, and your case has been escalated to me. I'm very sorry to hear of the problems you are having with your Steel HR, and I really apologize for the inconvenience caused.

    May I ask if you could please try charging the device for significant amount of time such as 10 hours? Please let me know if the issue is now resolved. I look forward to your response, and wish you a pleasant day.

    Disappointing. Not only did this person not bother to read the previous correspondence, in which I described the procedure here and said that it had revived after that, but they're suggesting 10 hours of *charging*. This answer is like a stab in the dark instead of anything resembling investigation. <sigh>

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    hugo

    My Steel HR has run down and the "POWER RESERVE" message displayed when I pressed the button.

    Placed onto the charger and got the charging acknowledgement vibration.

    Pairing and data retaining.

    Data syncronised up to point of stopping. 

    Images attached for reference.

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