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Steel HR died suddenly

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    nmgyrl

    @hugo: Your photos provide a data point for the scope of the problem. Your watch is the older Steel HR which was Nokia branded. I have a newer one which is Withings branded. Someone also mentioned having a Steel HR Sport, which is newer still. So it appears to affect all the models in this line.

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    willems84

    I had the same issue with my Nokia steel HR.  Thanks to this forum, I was able to resolve it in the similar way as others did.  However, in case I didn't find this information here, I would probably ask NOKIA and/or Withings to ensure my consumer rights and replace my watch as it is still under warranty (< 2 years). 

    I'm thinking about all those customers who will not find this information on this forum.  After several months it is getting time that NOKIA/Withings make information on this problem available on their website (FAQ, knowledgde database,...), so that their customers can keep on using this product.

     

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    yomek88

    I have the same problem today! :((( what a shame... It was 82% and SUDDENLY died at 11:58. Will write mail to support... i'm on vacation and i dont have charging cable, so no way to try putting into charging mode :( sw 5791.

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    ay.sulkakoski

    Same here. I've just had the watch for a year (Nokia batch). Watch died with 81 % battery. I had just recalibrated the hands a couple of hours ago and was thinking that it may have had something to do with this. Glad I came to check here. Interesting that so many are having this issue... Trying to recharge it now.

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    jcw

    I just wanted to add my voice to the chorus, as exactly the same thing happened to my Steel HR yesterday. Thanks to this forum thread I was able to get it working again today by first letting the battery drain completely as described in previous posts.

    However, Withings Customer Service still appears to be as clueless as before, emailing me the standard "When you press the button, does it feel as though it is "stuck" or does it move?" response that others have received as well. Even though I (and others before me) specifically referred them to this thread, they still send out run-of-the-mill suggestions that are either useless or, at worst, counterproductive (such as charging the device).

    It is really baffling that, after two months since this issue was first reported, Withings has not been able to come up with a proper Customer Service response, let alone a permament software fix for the problem. 

     

     

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    nmgyrl

    I have a request for those of you who have submitted support tickets. Please can you reply to the Withings representative assigned to your case and ask them to look at ticket # 1199739? This is mine. The latest response I received stated, "this [is] only affecting a few customers". While the 60+ people who have reported the problem here are undoubtedly a small fraction of the total customer base, that is decidedly more than "a few". Perhaps if we can get multiple tickets cross-referencing the same one, they will notice the connections. Thank you!

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    johnsmithwally

    +nmgyrl Done

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    wdallenderjones

    +1 for a Steel HR user who experienced this. Had exactly the same issue on Saturday, just came across this thread and followed the tips and it is charging again! Thanks everyone. Unfortunately I've been experiencing the condensation issue (pre-Nokia version) and the minute hand keeps lagging behind resulting in me having to re-sync the hands every week so I can actually tell the time, so this is the last straw and I'll be moving away from my Steel HR. 

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    johnsmithwally

    So I asked if Withings was aware of this issue, and asked if it was likely to happen again to my watch. This was the response from them.....

     

    Hello Martin,

    Thank you for the response. This is Rey again.

    Please allow me to inform you that our development team is already aware of the issue and they are working diligently to fix the issue.

    I am really sorry for the inconvenience this may have caused.

    Hoping for your patience and understanding in this regard.

    Thank you and have a nice day!

    Best regards,

    Rey

    Not totally convincing, but now we have something in writing.......

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    kancola06

    hi

    i have the same issue, my steel is dead no reponds. I try to charge it over the night but nothing.

    waiting answer from nokia.

    hopeful after reading all that ; am not going to charge the watch still a got response from the watch.

    waiting.....

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    johnsmithwally

    kancola06, you need to leave your watch off charge for around 24hrs, the watch is doing something that flattens the battery quickly and when you start from no power the re-boot seems to clear the problem and it works again. Give it a go......

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    kancola06

    IT working back 😁😁. 🙏 to all
    I think they did IT just to make us love more that little GYs in our wrist...

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    heidi.silvanto

    Here the same problem too. Steel HR suddenly died in my wrist. not responding to button, charging or Bluetooth.

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    timmartin

    Same here. My Steel HR died today with over 50% charge. 2 year old model with Withings brand. I will let it sit over night and try charging tomorrow. 

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    szocs.csongor

    I have the same problem. This thread gives me hope and I will just wait then. Fingers crossed.

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    jimuhha

    Same prolem, happened 11:25PM last night, unfortunately i left watch in charger overnight

    Let's see what will happen in few days

    I will fill also ticket for customer support

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    marie-vilain

    Same issue here, same conditions died at 70%, left it out of the charger overnight, put it back on after 24h and it woke up. 

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    szocs.csongor

    My watch is also working again after waiting 24 hours.

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    heidi.silvanto

    Thanks for advise. 24h wait did it's job :D

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    palantyri

    Mine died last night with this set of symptoms.  unfortunately i put it on the charger, though to no effect.  I'll get it pulled off and hope it resolves like most everyone's above.

    ============

    update here, mine did behave as expected to these instructions.  Thanks all for that.

    Lets hope Withings fixes that firmware soon. 

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    sven.lovrencic

    I have the same issue - stopped working today afternoon... will wait till morning and check if battery is drained...

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    clare.gibbs1

    Same for me - on charge now after leaving for 24hrs.  Why no response from Withings?

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    clare.gibbs1

    Same for me - on charge now after leaving for 24hrs.  Why no response from Withings?

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    nmgyrl

    The community forums are not an official means of contacting Withings support. Many companies do monitor such forums and sometimes post responses. However, despite several of us pointing them at this thread specifically, I have seen no sign - either in these posts or in the correspondence on the support ticket I submitted - that anyone from Withings customer service has looked here (which does not mean they haven't, only that they are keeping mum about it if so).

    A Withings support rep told me that only a few people have been affected by this problem, yet this forum thread now has over 70 different customers reporting the behavior, and there are almost certainly more who have not found the forum. I encourage anyone who has experienced this bug to submit a proper support ticket if you haven't already. Use the "Contact Us" link at the upper right of this page, select "Product" as your topic, then the "Steel HR", and "I have a question". After the resulting list of FAQs, there is a "Send us an email" link.

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    prideauj

    I too had the same problem. I am following the 'leave for 24 hours' and then try to charge it to see what transpires.  Fingers crossed

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    and.f.silv

    Same thing happened to me this week. Left the watch alone for 24 hours and then it entered power reserve mode. At that moment I was able to charge it and turn it back on.

    I encourage everyone to contact the official Withings support via email.

    This has reached a point where it should be considered a known issue with the current software version and be pointed out clearly in the support page to avoid unneeded anxiety.

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    mmikhayl

    Hi everyone, just to express some frustration here - My Nokia branded Steel HR has died on my wrist one hour ago. thank you for this discussion thread - its very helpful. The problem is that I am on the business trip and has no charger with me :(

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    nikitooss

    I'm another one who experienced the same problems. Thanks for clear instructions, going to wait for 24 hours or more. The issue is reported to Withings.

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    geert.bruyninckx

    same problem yesterday .... got the same standard request to check charging device , cable and to press the button 6 sec = > by now we know this is not the solution...  let's see what the reply 

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    david.w.logan101

    Had the same problem. Resolving the issue was letting the battery drain to zero. Not connecting it to the charger for about a day. And then it came with the Power Reserve screen massage when I connected it to the charger again. And was able to charge the watch back up to 100% Now it works fine again. So hope that Nokia resolve this issue with the next update.

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