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Steel HR not pairing- worth replacing?

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  • Avatar
    lodom2

    I have had trouble getting my watch to download firmware updates a couple of times.

    My experience has been that Withings customer support is very diligent in trying to fix issues.  If you haven't had an e-mail response in a couple of days, reply to their last one asking for an update.

    I've had a Withings/Nokia/Withings Steel HR for over 2 years and have been very happy with it.

    You might try the following:

    Turn bluetooth off on your phone, then turn it back on

    Make sure to "forget" your watch in the phone.

    Reset watch to factory settings

    Uninstall, then reinstall Healthmate app

    Dissociate the watch in the Healthmate app

    Reinstall the watch to the app

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    withings

    Hmm

    I am 20 hours behind the original poster and experienced exactly the same thing and was about to follow lodom2's advice.

    I gave it one last go before the factory reset and the app suddenly decided to to see my watch.

    The first time I attempted to pair my iPhone with the app (having double checked it was "connected" in my settings) the app started doing an update and so did the watch...which appeared to fail.  My app then couldn't see the watch  (even though my iPhone settings showed the connection is okay). In the interim I did acquire some step data.  It has been on some quite hefty walks for the past fortnight- 50,091 steps last week! 

    I am "in" now, but "turning it off and on" again does seem to have worked for me tonight.  

    I tend to have an awful lot of apps running on my phone.  From time to time I have to remember to shut them down or else I find I have limited 'available memory" and smartbands won't sync.  Could that be a problem for the original poster perhaps?

    In the interim I wonder what my watch has been up to without me? It looked new and was in a sealed box etc...

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    withings

    Oops.  Just to be clear my email address starts withings@....  aside from now owning a watch made by them I am in no way connected.

    If I can figure out how to get a 'username' I promise to change it.  

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    vampirexheartx8

    I did follow Lodom2's advice but it still didn't work. And I continued the turning it off and turning back on thing and it didn't work. So I just started the return through Amazon.

    I really want the Steel HR though so I've been considering ordering it from Withings directly when I get my refund. Hopefully it was just that particular watch and not the brand itself that doesn't like my phone.

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    lodom2

    That sucks that your watch still isn't working.  I've never bought through Amazon, only through Withings.   I have actually been impressed with their helpfulness and tenacity when I've had an issue.

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    withings

    Withings have got some good offers on ATM.  They get shipped from France, then mine was handed over to DPD.

     

    I hope you get a watch that works vampirex

     

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    rhayespe

    Steel HR not connecting with LG G6 phone. It connects perfectly with my old G5 using it independently. 
    Kindly asking what solution is available will resolve this issue about G6 phone not finding Steel HR. 
    Yes, I have used all recommended procedures set by Withings that are explained clearly and available through Withings website support. Checked for Steel HR updates on G5 phone is active. Check for Steel HR updates on G6 phone fails. 
    All my phones app's and bluetooth settings permissions are on and working well with any other device. 
    Steel HR runs well on LG G5 phone. 
    Steel HR device not found, not pairing with LG G6 phone.   

    Minimal app's or BT device on my G6 phone.  None running at same time.  Seems the G6 I'll continue investigating.

    This forum nice to share issues and info.
    Thank you. 

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    mzwirn23

    just received my sport Hr. I also have a LG G6. The first time it found the phone easily and had to do a update. It got the update and restarted and now it won't connect. I've done all the trouble shooting and they still are unable to find each other.

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    vampirexheartx8

    That's what happened to me too. I ended up returning the watch. I ordered one again from Withings, so hopefully it'll work this time and I didn't waste my money

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    rhayespe

    LG-G6, G5, bluetooth function unable to find Steel HR.
    Samsung S8 finds that watch in seconds and with complete connection success with all Health Mate functions as expected.
    I like the watches low profile and battery life. Looking for different phone my only option if want to keep Steel HR.

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    vampirexheartx8

    Looks like when Withings says that their watches are compatible with certain phones, it's a complete lie. I received my new watch today and I followed the set up process to a T, and it still messed up at the restart process. I think I might just go straight to returning this time and go with another watch. I am not impressed with this company at all.

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    mzwirn23

    I returned the first one to Amazon hoping it was a fluke. The same thing happened again. It connects great the first time then it does its update and then it can't find the watch. The update def breaks something for the LG G6. I'll be returning this one as well and getting a different watch. The only support they gave me was trying everything that was already on their website. 

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    vampirexheartx8

    That's exactly what happened to me too! I've been debating if I want to try my luck with the Withings Move or not. But I think I'm just going to cut my losses and go with another company entirely. I was just so upset because the watch is gorgeous and I have other Withings products, so it would have been great to have an app for everything

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    rhayespe

    I kept my Steel HR watch.
    LG-G6's Bluetooth technology version 4.2 but bluetooth version 5.0 began in Samsung's S8 phone couple years ago works perfectly. I will upgrade my phone next year. In the meantime I recharged my old Galaxy S3 which synchronized with my Steel HR watch. Just need an open WiFi for the Health Mate app to update results as no sim card in it.
    All the best! RH

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    vampirexheartx8

    I want to keep the watch but I'm not going to use an old phone to use it and I can't upgrade my phone for a while. And the worst part is that you can't even use the watch without syncing it to the phone, so it's utterly useless at this point. I'm so mad that the update essentially breaks the watch from connecting to a G6, despite meeting all the compatibility requirements

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    lukasz.raciborski

    I will just add, that on HTC U11 watch update also brakes bluetooth connectivity. Withings support can't resolve this issue since May 9. I like the watch, but such update should have never been released (it looks like QA at Withing is on very low level).

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    lodom2

    It is disturbing that so many people are having trouble with this update.  My experience has been that Withings is very responsive and willing to admit errors.  As an example, my first watch had issues and Withings' response was that a new version would be available in a few months and they would replace the watch free of charge when the new version was available.  In the meantime I was given a body scale.

    They have also been very persistent with follow up if my issue wasn't resolved.  Check your junk e-mails to ensure you are not missing any responses from Withings customer service.

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    lukasz.raciborski

    They are responsing, but not fixing the problem. Today I've got the same message second time, that They are apologizing and assuring that developer team is working on this issue. The simplest way to fix this is to roll out previous SW version.

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    colin.calvert

    I have an LG G6 too. I couldn't get it to reliably connect to my Steel HR either. Using the beta version of the Health Mate app dramatically improved things but the latest firmware update has put an end to that and I rarely receive any notifications now.

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    vampirexheartx8

    They have also been responding to me. But I, unfortunately, have been told that the watch can sync. There is an unexplainable reason as to why it doesn't connect after the update. They left it at that.

    I asked to return the watch as it is useless to me if it can't comment to my phone. I wouldn't be nearly as upset if it could just show the date and time without being connected to a phone. But alas, that is not the case. I'm hoping they'll take the return and give me all my money back. I'll be very upset if they don't since it should have connected. And I've done everything they have asked to fix it and it still hasn't.

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    vampirexheartx8

    Update: I've been told that there is an unexplainable reason as to why the watch won't connect to my LG G6. And they left it there.

    So I asked if I could return it and they were pretty much telling me no. I am getting so angry with them because they're just telling me that I they can't help me and that I need to get a new phone.

    I shouldn't have to settle with a watch that doesn't work because of their update.

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    lukasz.raciborski

    Yup, I was told that they are still investigating this issue and will fix as soon as possible. So this lasts nearly a month now and I think that sooner HTC will roll out update for my phone to Andorid 9 than Withings will fix their bug. This is shame on development and tester team. They introduced snooze feature but broke BT connectivity, so they could just release previous software and problem is fixed. An in the futere it would be nice to see an alert, that after update your watch might not be working.

    I'm thinking about writing some comments in Withings Sapphire reviews over the internet, so others can know what might happen if they buy the watch.

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    lukasz.raciborski

    A little update from my side. Today I received an email, that they have prepared SW with fix for this issue. Of course you have to use some other phone to perform update (watch has to be connected to the app), but after this update and resetting to factory defaults my HTC U11 connected with Steel HR without any problems.

    So it looks like Withings managed to fix the problem. Good job!

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    mzwirn23

    I received a email like that as well. I did not have similar success though. I did not have another phone but I did have a Amazon Fire. I was able to connect to that with no problem. I then tried to connect back to my LG G6 and it couldn't find it.
    Did you factory reset your phone or the watch? I don't know if it has to be a phone to use or just any connection process.
    Glad to hear your watch is working.

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    lukasz.raciborski

    I reseted my watch to factory defaults. Before that my HTC U11 wasn't able to find watch. So you should perfom update of your watch through Health Mate on device that connects to your watch and then perform factory reset of your Steel HR and it should work.

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    anxocabana

    Same problem here over the last weeks. Support didn't help.

    I fixed it installing an older version of Health Mate app -3.10.0 from Aptoide- yesterday. Everything is running smoothly again :)

     

    I hope it helps.

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    brummyphil

    I too have just had this issue with a brand new phone and a sony xperia XA1. It connected first time then after a failed update would no longer connect to phone so wouldn't set time or anything. I still have a support call outstanding with them but otherwise I will be sending it back and asking for my money back as is obviously an issue. I will see what answers they come up with...

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    estiss

    I also have the identical situation, also on sony xperia XA1, two days ago I paired nokia Steel HR with xperia, the watch was detected and connected, and did start updating - during this, after resetting it no longer can connect and pair with the phone. It can be paired in a moment with no problems with iphone 7 instead (yes I disabled all bluetooth devices and snoopers while trying to install watch on xperia). Guys, do something with that, the watch was a birthday's gift for my wife... so pity :(

    current firmware of smart hr: 5971, actual Health Mate version, Android 8

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    lukasz.raciborski

    My second Steel HR was updated yesterday and it is working fine now with my HTC U11. I think Withings has fixed this bug but I don't know why they won't roll out fixed sw globally. I would suggest to send them device serial number and ask for update to sw version 6131 (they will roll out fixed sw just for your watch). You will have to use some other phone to perform update and reset watch to factory defaults afterwards but after this update it should connect with your phone with no problems. It's a pity it takes such a long time, but at least it is fixed.

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    brummyphil

    How do they get individual software to just you. I don't have an unlocked phone so can only use it via Google play store for the app or is there some other way to get phone software updated.

    We have 4 phones all the same and I did try loading the software on another phone and logging in but that didn't detect my watch again either.

    Do you have to create a new account on the software to get it to work as issue seems more with watch than software?

    Thanks Phil

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