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My sleep analyzer did stop syncing

Sleep Analyzer (EU and ROW)
Completed
Written by titus.adeodatus

3 comments

Hello,

My sleep analyzer did stop syncing to two days ago, last synchronization was on 1/09/2021, I did not receive any sleep data for the next two days, the 03 and 04, in the Health Mate app.

I cannot check for updates for my sensor. If I do it will not find it, and asked me to turn my Bluetooth of. What I did with no result.

I see on your website that "a bug has been detected in the collection and synchronization of data with Sleep / Sleep Analyzer. Our team is currently working to resolve it. We apologize for the inconvenience."

Is that the reason why ? Should I simply wait or should I reset my device ? Is there anything I can do in order not to lose sleep data for the last two days ?

Thanks for your help.

T.A.

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Comments

Date Votes
  • Official comments from Withings
    Armelle From Withings
    • Edited

    Hi @titus.adeodatus,

     

    As promised, I’m reaching back out to you. Health Mate 5.6.1 has been released this morning. After you have downloaded it, everything should go back to normal.

     

    Thank you very much for your patience and have a great day,

     

    Armelle, Withings Customer Service

  • titus.adeodatus
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    Hello,

    Thank you for contacting Withings customer support. I'm sorry to hear that you're having an issue syncing your sleep data with the app since 1/09/2021. ​My name is Tatum and I'm glad to help you.

    I appreciate the information you shared. I'd also like to acknowledge your effort in attempting to resolve this on your end prior to contacting us. Our development team is aware of the situation and working to release a new Health Mate version to fix the issue.

    We also do not recommend reinstalling the app or logout/log back in as they might lose data. You can also check your sleep data by logging in to our Health Mate web using a personal computer to see if all sleep data is syncing there.

    Let me know if you have more questions to ask.

    Thank you for your understanding.

    Best regards,

    Tatum
    Customer Service | Withings

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  • titus.adeodatus
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    Solution :

     

    If you google Health Mate web using a personal computer, you can see your sleep data there. That is what I do seance the Health Mate app doesn't work for now.

     

    Hope this helps,

    T.A.

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