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Steel HR not pairing- worth replacing?

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    lukasz.raciborski

    Problem concernes watch sw, not HealthMate app. So you have to have some other phone that is able to pair with the watch and then they can release fixed software version just for your watch (based on serial number of your watch). I was doing it with Nokia 6 (Android 9) and I would guess that all other Android 9 phones should connect to the watch with sw 5971 and as estiss stated above there is no problem with IPhone either. You just need some other phone to pair the watch and perform update, after this it should connect with other phones too.

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    brummyphil

    Might have to try a friend's phone if they add my serial number to a list somewhere then as my wife's phone also won't Bluetooth to the watch since the update occurred. Her phone is same make and model as mine but not sure why that should occur. If they advise me they have set the new firmware to last to my phone I will try my colleagues iPhone...

    Phil

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    estiss

    Łukasz, thank you for your suggestion, I'll send to support serial number and maybe it helps, I'll give here know. Cheers!

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    lukasz.raciborski

    No problem, please, be patient, it took me nearly two weeks to get update for my second watch, it's a pity that they are responding so slowly (one message a day), but as you can see, it is possible to get this fixed.

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    brummyphil

    I have already updated my call log with this information from the forum. As you say its a shame they aren't quicker at responding.
    My reply from then this morning after 3 days was to uninstall app and reload again.
    I had already told them had done this numerous times already and reset the watch. Not sure if they had read all my comments at all!

    Phil

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    lukasz.raciborski

    Well, it feels like you are talking with some bot for first week or two. Next your issue should be redirected to someone else, and this person should really help you with resolving the problem.

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    brummyphil

    Issue is only have 30 day returns window from purchase date to get full refund otherwise so you don't want it taking too long or being dragged out. Will see how things progress...

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    brummyphil

    Can't believe anyone is actually reading anything I wrote in my call log as they seem to ignore all of it.
    Guy my daily reply this morning advising me to check App permissions and a link to instructions for a different watch. Even so I had already told them it wasn't permission as the phone linked via Bluetooth perfectly first time.
    Just gets a bit more annoying each day when have sent them the link to this forum and it's comments!

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    marknicholls1962

    Hi there,

    If your phone is an Android phone, the following may be worth trying.

    Each time you use the app (for whatever reason) you MUST close it afterwards. By closing it, I mean swiping up from the bottom of the screen and then swiping left to close the app.

    If you don't do this each time you use the app, the phone thinks you are trying to connect two watches to the app and gets all confused.

    I've owned several Withings devices ranging from the "go" right through to the hr sport (I'm currently using a Steel) and since I've started physically closing the app after use, I've not had a single issue with ANY of the devices synching. The phone I currently use is an Alcatel 3v but the devices all work perfectly even with the Withings app on my Amazon Fire hd8 tablet!!! Hope this is of use.

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    brummyphil

    No it's definitely a bug and finally after 10 days of pointless emails from basic support telling me to do everything I had already done again and not reading anything I had written I was finally passed to development who immediately put my watch serial number on the update list and I am now on firmware 6131 and link to my phone perfectly, didn't even have to factory reset the phone to do it..

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    obinna.ukwa

    I'm on SW 6131 and I cannot connect to my Health Mate app version 4.8.0. I have been going back and forth with support and I'm now convinced I've been chatting with a bot. I get the error "An internet connection is necessary, please activate your data or try again later". This is after showing "Product detected: Steel HR 8B". The watch first displays a Bluetooth icon before "X". If anyone has a solution for this, please help out.

    By the way, I've uninstalled, reinstalled, factory reset, logged out, logged in on the app, installed almost every previous version of the Health Mate app using Aptoide, etc. 

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