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Steel HR died suddenly

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    prideauj

    Like everyone else, the drain for 24 hours and recharge trick worked for me too!

    Thanks to the forum!

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    otapi

    To ones who have no charger at hand (like me who was on a 2 weeks travel) when the watch dies: no worries, I put back on the charger after a week and it worked again.

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    alan.mayo

    Same problem, raised a support ticket, useful to know its probably not permanently broken

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    devan.bhagat

    Just happened to me on my Nokia Steel HR. Last sync 3 hours ago. I entered a ticket for support.

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    zozivanor

    Hello People!

    I've decided to write my comment here to keep the forum up-to-date.

    Today my Steel HR Sport has died too. 
    I bought  two week ago and it was updated with new Software by first start of watch. So it seemed to have the latest version of Software, right ? And I should have the fix of the 'kill the watch' issue as it is three months reported issue.

    Dear Withings Support, please, be more considerate of your customers.

    Thank you in advance.

    Ivan from Ukraine.

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    ccr.campbell

    There seems to be a lot of people who are experiencing issues but has anyone experienced this twice on the same device?

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    nmgyrl

    @zozivanor: When you say your watch has the "new software", do you mean firmware version 6131?

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    zozivanor

    @nmgyrl: yes. it is 6131.
    Also my phone says that the last synchro was at 08:31am. Watch shows (stuck) the time 9:36am.

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    zozivanor

    Hello here!

    Same worked in my case: I just waited until next morning. Clicked the button and my watch said 'Hello' and showed 0% of battery. I put it on the charger, charged the watch to 55% and went to work. NOTE: no reset was needed. It's just working fine now. All I needed to do is to set the time. So the watch run out the power from 75% to 0% less than 24 hours.


    @ccr.campbell if my watch do it again, I will you know here (this forum).

    Thank you All for keeping the forum up-to-date.
    Also want to thank Withings to keep this forum on their site. As a forum on official sites always looks safe. And it would be great if Withings Support leaves some comments to let the customers feel more or less comfortable and safe 
    We all learn on mistakes and it's just fine. I hope Withings developers will find the fix soon.

    Keep calm and take care.

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    devan.bhagat

    Thank you for this forum.

    From the guidance of the people here, I let my watch lay undisturbed (not charging) overnight.  In the morning, when I pushed the side button, it responded for the first time in days.  After charging and syncing it has been working well for 2 days.

    Thank you again,

    Devan

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    habib.mhenni

    My watch, Steel HR (Nokia) just stopped functioning this evening... And something strange came to my connectivity on my phone: WiFi and BT issues. (Firmware 5971)

    Update

    I contacted the support but meanwhile I washed the device with worm water and cleaned the charger connectors (saw this advice on the forum). 

    The watch was kept untouched for about 6 hours and after that when I tried to charge it, the screen displayed 0% battery. I disconnected it and restarted the watch before reconnecting it on the charger. Now it is working!

    Don't be desperate, I hope it will be fixed for you.

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    jencharls878

    I also experienced the same scenario with my watch and was told to charge the watch for the next 12 hours. I do not have the watch with me today but I will try it later on as soon as I got home. Hopefully, this will help me get my watch working again. You can also talk to the support team for more additional information at https://support.withings.com/hc/en-us/requests/new. Cheers!

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    nmgyrl

    Did anyone else get an email alert saying there was a message posted here by Withings support? It recommended that users who experience this problem charge the watch for 12 hours, and included a link to this page: https://support.withings.com/hc/en-us/articles/360031652673 . I had already told them that this was the first thing I tried (I left it on the charger overnight+) but it did not make any difference. Then I found this forum thread and tried the opposite approach, which worked for me as it has for so many others here.

    Has anyone found that giving the watch extended charge time fixed it, before trying anything else?

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    lvetcher

    My watch also died. This is the most "popular" thread in the HR steel forum - so many dead watches and not a proper response from the manufacturer. I say we start posting in social media CCing @WithingEN with a link to this thread

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    rb

    I did just charge my HR yesterday so it was on 90+ % and today at 9:10 it just stopped working. Hope the fix this problem fast.

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    matti.ahinko

    My watch died too. It was fully charged the day after.

    After contacting support they listed bunch of different actions to take. There was only one thing I did not try out: charging with a high power charger (10W iPad charger). The watch woke up almost immediately I plugged the charger and indicating about empty battery and started to recharge.

    Now my watch works just fine.

    I hope this helps someone.

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    nmgyrl

    @matti.ahinko: How long had the watch been off the charger by the time you tried that suggestion? I ask because you mentioned that it reported empty battery as soon as you put it on, which means it had already finished draining by then.

    Also, by "10W iPad charger", do you mean you plugged the special Steel HR cradle's cord into the AC wall adapter that came with your iPad, instead of into a USB port on a computer?

    Note that chargers don't *push* current to devices; devices *pull* the current they want from the charger, which in turn pulls it from whatever power source it's connected to, etc. etc. If using a wall AC adapter actually makes a difference *while the watch is in its unresponsive state*, it would suggest that the watch needs more current in this situation than the 0.5-0.9 Amps USB3 can provide - i.e. it requires an external AC adapter which isn't supplied with it.

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    matti.ahinko

    @nmgyrl,

    > How long had the watch been off the charger by the time you tried that suggestion?

    About two days.

    > Also, by "10W iPad charger", do you mean you plugged the special Steel HR cradle's cord into the AC wall adapter that came with your iPad, instead of into a USB port on a computer?

    Yep. I usually use basic wall adapter with 1A output (not computer) which normally works just fine. Now I tried that iPad's one (it is actually 2.5A, so 12W, not 10W).

     

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    nmgyrl

    If it had been off for two days and reported low battery when you put it on the cradle, then it was already in the state where normal charging would occur. So I am very skeptical that the higher-current charger made a difference by that point.

    For those here who tried charging while your watch was still unresponsive: by any chance were you using a wall adapter that could supply more than, say, 2A?

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    hanna.kuivala

    My steel HR just died yesterday. Fw version the same 5971. Made a ticket to Withings. But I thought that it died because I swam with it and because I had previously fogging problem which was solved by replacing the clock.  I have tried the charging for 12 hours, resulting nothing. Ihave tried the long press on the watch twice now, resu,ting nothing. I will now try the umpteen times long pressure lets see when it starts.

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    adi.braniste

    Hi guys,

    I have also encountered the exact same issue described here. My watch suddenly died with last battery reading at 80%, it didn't react to anything (button press, charger) for about 2 days. During these days I kept trying long button presses and putting it in the charger - no results. Today I got the Hello message and 0% battery when I connected the watch to the charger - as described in the previous posts, I also have the feeling that something gets stuck and drains the battery while the watch completely freezes.

    I hope Withings can identify the issue and fix it if it's really a firmware bug.

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    talistamm

    Bought my watch 6 months ago and 3 days ago had the same issue with my Steel HR Sport. Battery percentage was 65% when it died. Today connected the watch with charger and long press the button and first it says "power reserve" and then start charging. Now it's working properly.

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    mojtaba.roshan

    Same problem here, after 48 charging nothing changed. is there any trade in for upgrade?

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    nmgyrl

    @mojtaba.roshan: As suggested by earlier posters here, instead of *charging* it as Withings states, try leaving it alone *not* on the charger. It seems to need to drain the battery. After 24 hours or so - maybe longer given the time it just spent on the charger - it should reach "low battery" state and wake up. At that point the rest of us have been able to charge ours normally, and in most cases it returned to regular behavior.

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    tarmo.mustonen

    So today was my turn. Watch died when sitting behind desk around 17:24. Battery was just charged so I suppose it was around 100%, 
    Will try this method but also submit ticket to Withings. 

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    Raven

    Oh I had the exact same issue, but pressing the button for 20 seconds, then putting the watch back on the charger for a min fixed everything.

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    mikko.aro

    Hand up here also. My SteelHR died yesterday with about 60% of the battery level, according to a syncronization about an hour before the unexpected, sad and far too early death of the watch. Ticket submitted, and I expect the usual response: suggesting to follow the steps defined on the customer support pages, although the message explicitly states that they have been already tried and verified useless. But they might have started to read the tickets, who knows.

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    nmgyrl

    @Raven: Simple freezes can happen occasionally and are fixable with a reset. If your watch responded to the long press when you noticed it, then it isn't the same problem being discussed here. So perhaps you still have that joy to look forward to! :D (At least now you'll know what to do if it happens.)

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    nmgyrl

    @mikko.aro : By any chance did you try the official solution permalinked at the beginning of this thread? Withings says to charge it for at least 12 hours. However several of us had tried that without success before finding this forum thread. The trick that seems to work much more consistently is to leave the watch *off* the charger for at least 24 hours, until it reaches low battery state; at that point it should wake up, recharge normally, and carry on as usual.

    I'd be interested to hear what works for you and whether Withings front-line support is any more aware of this bug than they were a month ago, before this huge flurry of reports.

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    tarmo.mustonen

    So after 30 hours my Steel HR resurrected. I used the method described in this thread. 

    Withings support on the other hand are great fun. I sent the same issue that I posted here to them + some extra information. Their response was: "Thank you for reaching us about your Steel HR. I'm sorry to hear that the button of your watch is stuck. I'll be happy to assist.... "

     

    :D :D :D great help!


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