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Steel HR died suddenly

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  • Avatar
    prem

    Looks like the same thing just happened to my Nokia branded Steel HR (40mm).  

    Running firmware 6321.  The watch had just been charged to 100%.  It was in use for about 2 hours before it stopped working.  Nothing major was happening at the time it died.  I might have opened the HealthMate app a few minutes prior.

    Watch hands had stopped and the display was dead.  No response after placing it on the charger or pressing the buttons.  

    Left it overnight to discharge as advised in this forum and when I placed it on the charger in the morning, and it began charging again and sprung back to life.

     

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    maurizio.spagliardi

    My watch Steel HR died this morning. What do I have to do?

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    johnsmithwally

    Just leave the watch for 24 hrs, then put it on the charger and it should spring back into life. I thought they might have fixed this, check on the app for an update when you're working again. Good luck.

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    wmcbirnie

    My Steel HR is 2 years 5 months old and like many others has stopped, fully charged. I wonder what the expected life of these devices is.

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    maurizio.spagliardi

    Mine is less than one year old.

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    johnsmithwally

    It's not the hardware, that should tick asking for at least ten years. This is software and should really be fixed by Withings. Fortunately there is a fix, just leave it for 24 hrs in a darkened room on it's own and then charge it. Worked for me, and after 1.5 years it's only happened once.

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    dudufspams

    I have the same problem with my steel HR bought in Feb 2019. It just suddenly stopped working while there was still some battery. No sign of life since, even with the button 20 sec, or the charging etc. 

    Very annoyed...

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    fernando76

    My adorable Nokia Steel HR died yesterday at 7.44 pm (at about  100% of battery charge), after 385 days of amazing and wonderful use.
    I am very sad for this. This morning it was still dead.
    I'll check it later, and try to recharge it for 24 h, is it the correct procedure?

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    olof.johansson

    This happened to me as well. Tried the steps in https://support.withings.com/hc/en-us/articles/360031652673 but they din't work. Will also try to leave it of the charger in order for the battery to drain before trying again.

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    olof.johansson

    Can confirm that the method mentioned in this thread worked for me as well. Took the watch from the charger for two nights, then it woke up with "Hello" when I put it back on the charger before heading into power reserve mode. Then it started charging all the way back to 100% and now works normally again.

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    fernando76

    Thanks everybody, Yesterday my watch has come to life :-)

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    wmcbirnie

    I am grateful for the advice found on this forum as my watch recovered yesterday. 

    I think the answer was holding the button for approximately 30 secs while it was attached to the charger.

    It was good to see the cheery "Hello" plus the message "Power Reserve" appear.

    A full 12 hour charge and all good again.......thanks!

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    nmgyrl

    Please can new reporters of this problem include the firmware version of your Steel HR? You can find this in your device's details in the Healthmate app. When this bug was first reported it was v5971, and then v6321 was released in August 2019 but the problem continued to be reported. Now v6571 has just come out. It would be very helpful to know whether new reports are running this latest version or a previous one.

    And as others have pointed out, the "official" solution from Withings support (charge for at least 12 hours) does *not* fix this problem - some other bug, maybe, but not this. Doing a long press on the button as a reset also does not solve it. Instead, leave your watch to sit *off* the charger for 24-48 hours, then briefly press the button in the usual way to see if it wakes up and complains about low battery. If it does, it has revived. You can now recharge it normally and it should be back in business. Please report the problem to Withings support and let them know that the official advice did not help. It would be interesting for the rest of us to know what steps they are suggesting these days, to see if their awareness of the problem has improved in the past few months.

    Thank you!

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    debnorth717

    Mine died on Thursday.  I have been going back and forth for the past 4 days with support.  My watch is just a bit over two years old, so no warranty and no help from support so far.  Lost without my watch.  

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    olof.johansson

    @nmgyrl I was running v6321 when it happened.

    The support referred me to the same steps although I told them I already performed them, but they also told me:

    "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."

    So my guess is that they haven't got a clue.

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    joseba.nogales

    Mine also died on Thursday. I've tried everything that it's mentioned on this blog:

    - Charge it for 12 hours.

    - Charge it for 72 hours.

    - Put it in warm watter for 20 secs and charge it for at least 12 hours.

    Nothing worked for the moment. If got the feeling that the button does not work properly.

    My Nokia Steel HR is from 2018 and don't know what else to try. Any help?

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    prideauj

    Joseba, you have to let it completely discharge, before recharging it. Then you'll be OK

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    joseba.nogales

    prideauj, any recomendations to discharge it faster? Thanks in advance

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    prem

    Mine had actually just come off the charger - ie fully charged - when this happened.  So I thought I would have to wait for the full 25 days before it discharged fully.  But it only took one day.  So my guess is that it is a firmware bug - which is sitting in a tight loop (as mentioned by rynier50) which is draining the battery quicker or there is some kind of watchdog timer to get it out of trouble after a certain time.

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    Soha

    Hello Everyone,

    If you are experiencing a problem with your Steel HR watch not turning on, please refer to the troubleshooting from our Help Center Article below: 

    https://support.withings.com/hc/en-us/articles/360031652673 

    Thank you!

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    debnorth717

    Well...Withings instructions did not help.  After 5 days of no watch, and a handful of emails that didn't do the trick to make my watch come to life,  I decided to take the tip from some of you in this thread and leave it OFF the charger for 24 hours. I can't tell you my excitement when I set it on the charger this evening and it  immediately turned itself on.  I am at 0% battery.  Very interesting. This has to be some bug in the software.  I was at 87% when it died, so how could it lose all of its battery life in just 5 days?  I hope they work this out. I'm even getting notifications as it's sitting on the charger.  I hope this doesn't happen again. I do love this watch and was lost without it. 

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    joseba.nogales

    Hi everyone, after leaving the watch OFF the charger for 24 hours it came to life. Thanks for your tips!

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    henrythewasp

    My watch initially bricked itself in June this year, and then again in August.  In both cases, leaving it off the charger for 24 hours to drain the battery revived it.

    When I reported the issue the second time, Withings Support also recommended doing a full factory reset on the watch after it came back to life:

    To reset the watch to factory settings:

    - In the Health Mate select 'My Devices' (the small watch icon on the bottom right-hand side of
    the app), select the Steel HR from the device list, scroll down and then select
    'Dissociate this product.'

    - Go to the 'Settings' of your mobile device, select 'Bluetooth' and locate 'W Steel HR XX'
    in the list of devices. Select the small icon to the right and select the option to 'Forget'
    the device.

    - Press and hold the button on the side of the watch for 5 seconds. Workout mode will start
    after pressing the button for about one second, but continue pressing until a menu appears
    on the watch's display.

    - When on this menu, press the watch button until the screen shows 'Factory Reset.'

    - While the watch shows 'Factory Reset,' press and hold the watch button for one second and
    you will see 'Reset in 5 clicks.'

    - Press the button 5 times and the watch will be reset to factory settings.

    - The watch will now restart and will show 'Hello!' Please note that if the watch does not
    show 'Hello!,' this means that the factory reset was not successful and so it must be
    performed again.

     

    Since doing that, the watch has behaved itself.  I've had 2 firmware updates since the second issue and am now on 6571.

    I'm not saying the factory-reset has definitely fixed the issue, but I didn't see it mentioned here (sorry if I've overlooked it and some has already mentioned it), so thought it was worth including in case it helps someone.

    Gary.

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    silvia.xodo

    Hello everybody.

    Same issue, same unuseful tips from the helpdesk, same solution: leaving OFF the charger for 36 hours, and the watch came back to life.

    Thank you! BR

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    shahram177

    Mine just died with 57% power? Crud! I love this watch! Just put ticket in. What's causing this?

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    tom

    Shahram177 - leave your watch off the charger for 24 hours, then press the button to see if it comes back. If not, continue to leave off the charger and press the button maybe every hour to see if it comes back. If it does, charge the watch and apply any updates available.

     

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    tom

    Thanks for the info in this thread. I’ve been in contact with Withings support and these instructions were not really part of their script and I was about to give up. I let the battery drain overnight and voila, watch is resurrected.

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    timonux+withings

    same problem happened to me as well yesterday, watch has not yet recovered or battery still not drained, just hope this is same as described by people here

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    thirzafransen

    My watch just died too. I charged it only days ago and I'm sure when I checked this morning it was at 100%. I've been using my Steel HR daily for a year and a half and this has never happened before. I'll leave it off the charger for the night and we'll see tomorrow. But could anyone tell me if this problem will ever be resolved, and if it has happened multiple times with the same watch. It's pretty annoying to be fair. 

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    cathy.walsh

    My watch also died, suddenly and was fully charged when this occurred months ago.  I received this watch for Christmas 2018.  It only worked for a few months.

    My previous Withings watches had issues as well with the backs either not coming off for battery replacement(my husbands) or not staying on once the battery was replaced.  After paying a lot of money for these (I had the top of the line watch) this has been extremely frustrating.  I have looked for a way to contact Withings and only today came across this site.  I hope I can get a response.

    Cathy and Tom Walsh

    https://support.withings.com/hc/en-us/community/posts/360029674793-Steel-HR-died-suddenly#  same issues.

     

    4/2020

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