A few hours ago (at around 5:30 pm ) I realized that I was no longer receiving notifications on my Steel HR (Nokia branded). I looked at the device and I noticed that the hands were stopped at 5:11pm. In the Health Mate app last sync there was at 4:57 pm and the device is not connected.
I made several attempts: turned off and on the Bluetooth on the smartphone; restarted the Health Mate app; pressed the button on the Steel HR; long pressed the button on the Steel HR; put in charge (but the battery was at around 70%); pressed the button while the watch was in charge; nothing, the watch gives no signs of life.
I specify that it stopped working while I was wearing it on my wrist and I was resting on the bed.
The watch was never be shocked and has never been used in water. It was in contact only with some splashes of water in everyday use, not when it stopped working (but it still certified to withstand at 5 ATM).
Is there any procedure to force it to start (long press on the button doesn't work) or the only hope is warranty replacement (hoping that they recognize the defect in warranty, I searched, but it seems that there have been no other cases like mine)?
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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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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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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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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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@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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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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@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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@jcw
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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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