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Steel HR died suddenly

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271 comments

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    chris.ariyo

    The same happened to me yesterday. And thank you guys started to follow your procedures today to rectify.
    Will see what happens tomorrow.

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    chris.ariyo

    Just did the reset and now it is charging

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    jankka72

    Here is part of Services reply after my feedback...
    "This problem might be related to a firmware malfunction which our development team is aware of and already working on resolving this by releasing new firmware for the watch."

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    cprezzano

    Same thing happened to me two days ago with a very similar experience with support.  Thanks to everyone on this string for comments and resolution, which worked for me. 

    I work for a software company and know with some certainty that someone is following these comments.  It really is strange that the first line support people are unaware of the how to resolve the problem.

    One thing that is very strange and requires explanation is my steps and time spent hiking yesterday are now showing up on the Steel HR Health Mate app.   The watch wasn't on me as the battery was being recharged after reaching 0%.  The number of steps and time spent displayed on the Withings Health Mate app exactly matches the Apple Health App.  No heart rate information of course.  Normally, these two apps are slightly different since I don't always have my phone with me. 

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    mail

    From the last post ‘Their suggestion now where to send me a new charger...’ I got the same response about two months ago despite giving them full information about the problem (and despite the solution on this forum). I accepted their offer and got a spare charger for free! They are obviously incapable of getting their act together. 

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    johnsmithwally

    Just for information, I've now had this happen twice, in three months. The official advice from Withings at the begining of the thread is exactly the wrong thing to do. The watch needs to sit quietly for 24hrs to allow the battery to drain completely. Then after pressing the button and getting the "Hello, reserve power" message put it back on charge and it will be restored.

    I'm hoping as this thread is now near the top of active threads in the forum eventually someone from Withings will read it and realise there is an issue.

    Meanwhile, don't expect it to be a one off...........

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    Jon

    Okay, another 'me too' to add to this list. Mine stopped approx an hour ago with the app reporting a battery level of 70%. I'll leave it a day to go flat and try again.

    Thanks for the info all.

    Jon

    Update: Left to go flat overnight, held the button for a few seconds this morning and sure enough, the screen showed 'hello' and it was back.

     

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    russellcd

    Going through round 2 of this problem.  Died yesterday with 85% charge.  Following the same steps as last time and documented in this thread.  So this obviously isn't fixed completely and can do this twice.

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    walkon1

    Ok. Now add me to the list of people with a dead Steel HR. At 7:59, the watch stopped. I noticed it around 10:30. Like everyone, is dead with no response. Will see if I can resuscitate it.

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    nokia

    I'm the next victim...

    Firmware 5971, Heath Mate (and the watch) says Battery 100%, but it was few days since I charged it so it was probably closer to ~80%

    Have placed it in the charger but I have not seen any signs of life yet (a few hours later).....

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    teemu.paaso

    @nokia

    Let it drain on table for 24-48 hours and THEN charge it. It will say hello in few seconds if you drained it enough. Customer support says charge for 12h but as you can see from comments it won't work. I let it drain for 24h then put in charger, nothing happened, let it drain 12h more and put it in charger and it woke up. Has worked since (had to charge it from 0 to 100% first though).

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    sgd

    This has happened to me just today as well - 5.13pm, with 70% of charge. Currently sitting on my charging dock and fingers crossed...

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    teemu.paaso

    @sgd read few posts above for what to do. Withings tells you to charge while you need to drain first.

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    sgd

    Thanks teemu - I am now draining it!

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    nokia

    @teemu.paaso

    Brilliant, I did let it drain since your post and connected it to the charger now (~2 days later) and now it said "Hello" when I connected it, first signs of life in for days...

    Thanks :)

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    selivandr

    Mine just faild today as well. Welcome to the club :)

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    mike.lewis35

    Just adding myself to the list. Died 20 minutes ago.

    Will update with results after 24 hours of discharging.

    Thanks for the solution everyone!

    It's amazing withings are still providing the 'charge for 12h' advice. 

    smh.

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    chr.seyfarth

    OK, yesterday one of my Steel HR died for the second time! It was the one I didn't reset after the resurrection. The watch came back right now and is now charging. This time I will make a reset.

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    selivandr

    Ok my Update.
    Died at noon yesterday with 90% battery. I put it ob charger today morning at 10. And it woke up. Good FW though :)

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    astillmeister

    Ok today joined the club, will follow the advice, ticket raised with Withings

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    astillmeister

    Ok so now up and running again, software is now version 6321, can anyone answer if this version has a fix that resolves this bug, so it wont happen again?

    Yours in anticipation!

     

    Tony

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    misswegan

    Hello all,

    Thanks for posting this forum. My watch also died suddenly on Saturday right before noon. I'm waiting to let the battery drain and then see if it will work. But tried washing it with mild soap and warm water and its nada. 

    Current version is 5971 - everyone has different version. 

    Also, does anyone know why the watch never syncs up to other applications? For instance, my watch will always be over 1000 steps above the stocked step apps (google health, samsung health, apple health, etc..). My will never sync with these apps and will always display more than those apps because the phone is not always with me. Pretty annoying when other apps require the stock apps instead of the Withing app

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    adi.braniste

    Hi everyone,

    I just got a firmware update to version 6321 😁. Hopefully they fixed this issue since the changelog states only 'Reliability improvements'.

    Cheers

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    johnsmithwally

    #adi.braniste My Steel HR just did an update to 6321, I've had two times where the watch just died, I'm hoping that today with the update it will be fixed, we shall see.

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    jamesfsteele

    And, yes, updated to version 6321 as well.  Hope it is fixed, although it is reporting 100% battery but it hasn't been charged in a couple of weeks. 

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    jcw

    @jamesfsteele: While my Steel HR has so far died "only" once, I, too, was hoping that the firmware update to version 6321 would provide a fix, only to encounter the same issue you did with the battery charge status. My battery charge status is continuously stuck at 100%, even though my watch has been in operation for over a week since last charging it.

    Has anything changed for you in the meantime, did you find a fix for that new problem? A soft reset did not help with my device and I have yet to undertake a full factory reset (which I was trying to avoid).

    At this point in time, I have come to the realization that while Withings strength is obviously their product design, they appear to be woefully inadequate when it comes to software. Unfortunately for Withings (and us customers), their products are a combination of hardware AND software, and if one is lacking, the whole product is lacking.

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    astillmeister

    @jcw

    @

    After my software update to 6321 I can confirm my Battery level is indicating as I would have expected and is not showing 100% at all times.

    After firmware upgrade , I did however charge to 100% I am now showing as 91%

    This is rather strange and inconsistent. Only time will tell if going dead issue is fixed with this firmware. Withings must know what is in the fix, suppose that would be too helpful though to all those having issues.

    Does leave a sour taste though.

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    jankka72

    @jcw
    That 100% charge thing is ok. It will stay at 100% for a week or so and then it starts to drop. Don't worry.

    Also mine got updated now also to version 6321. And working so far....

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    jcw

    @astillmeister

    @jankka72

    Thanks for the feedback. I will just wait a little longer and see if the same happens to my watch as well.

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    jamesfsteele

    @jcw … I have no other problems … but i'm still at 100% today as I look at it.  Hopefully, as reported, that it will give appropriate readings.  WIthings does seem to have good support, so hopefully that makes up for the software issues.

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