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Not able to get the steps data from homepage.

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  • Official comment
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    Armelle

    Dear Community, 

     

    Thank you for posting. I'm sorry that you don't receive your steps data on Health Mate Web anymore. Please know that our development team is aware of the situation and working on a fix. I don't have an ETA for now but I will let you know once it's the case. Meanwhile, I suggest you do not log out of the Health Mate app to ensure that no data is lost.

     

    Thank you for your understanding,

     

    Armelle, Withings Customer Service

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    stamasp

    I have been having the same issue for a little over a week.

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    stamasp

    The steps data shows up in the android app but not online

    1
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    gisung.jang

    Yes, same problem here.
    Any idea to solve this problem?

    1
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    antoine.kirvelle

    J'ai ce problème depuis le 24 Septembre. Cela fait donc 2 mois et aucune nouvelle ni information!
    2 mois pour (ne pas) trouver une solution à un problème qui me semble important!

    J'étais très satisfait de Withings lors de mon achat avec ma nokia steel HR. Depuis, je suis de plus en plus déçu. Beaucoup de promesses mais peu d'actions.

     

    I have had this problem since September 24th. So it's been 2 months and no news or information!

    2 months to (not) find a solution to a problem that seems important to me!

    I was very satisfied with Withings when I purchased my nokia steel HR. Since then, I have been more and more disappointed. Lots of promises but few actions.

     

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    felix.kreativ

    DE: Ich habe ebenfalls das Problem mit Healtmate Web seit über 1 Monat mit zunehmender Tendenz, der Support hat keine Vorschläge zur Behebung des Problems.

    Problemlösung: Reset der Uhr auf Werkseinstellungen und neu installierte App auf neuem Smartphone und alles funktioniert wieder. Wahrscheinlich reicht es aus die Uhr aus der App zu entfernen und neu zu verbinden, irgendwann in diesem Prozess wurde die Uhr zurückgesetzt.

    Problemdetail zuvor:

    Web Heatmap Monat:
    Anzeige: SystolischDiastolisch, Gewicht, Kalorien
    Fehlt: Schritte, Schlaf,

    Web Heatmap Tag:
    Anzeige: nichts
    Fehlt: Schritte, Schlaf, Herzfrequenz

    Web Heute Kästchen:
    Anzeige: Blutdruck, Herzfrequenz, Gewicht, PulseWaveVelocity, EKG
    Fehlt: Aktivitäten, Workouts,Schritte, Radfahren, GPS Karten, Badges

    -------

    EN: I have also had the problem with Healtmate Web for over 1 month and the trend is increasing, the support has no suggestions to fix the problem.

    Solution: Reset the clock to factory settings and reinstall the app on a new smartphone and everything works again. It is probably sufficient to remove the clock from the app and reconnect it, at some point in the process the clock was reset.

    problemdetail before:

    Web Heatmap Month:
    Display: systolic diastolic, weight, calories
    Missing: steps, sleep,

    Web heatmap day:
    Display: nothing
    Missing: steps, sleep, heart rate

    Web Today box:
    Display: blood pressure, heart rate, weight, PulseWaveVelocity, ECG
    Missing: activities, workouts, steps, cycling, GPS maps, badges

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    stamasp

    I want to know why this is marked as answered. There's a reply from Withings but there was no real answer, just we're working on it.

    The issue is real and needs to be prioritized!

    I am a loyal customer (watch, sleep tracker, weighing scale). This is crazy that steps suddenly stopped syncing! Any ETA???

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    ruby3669

    The steps stopped syncing for me on Nov 2nd, but the App shows steps for the rest of the month. Is that what you guys are seeing?

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    gisung.jang

    In my case, there has been no syncing data between mobile and web since Sep 14. 

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    stamasp

    Same here, there is steps data on my phone in the app but not on the web.  It's not getting synced.  This is a problem for me because my 3rd party exercise tracker app isn't able to collect the data.

    What's more - the steps data itself on the phone is incorrect.  If you compare it with another app, in my case Samsung Health, the steps data in Withings is twice as much.

    AND - if you log in to healthmate . withings . com, to view your data - and on the column on the left where it says "activity" and you click on the last day that it actually synced correctly (for me 11/15), it goes to a new page that just freezes up and doesn't load.

    It's been broken all over and there have been no improvements for at least 2 weeks.  What gives???  This has been a MAJOR disappointment for me.  I was seriously thinking about getting a new Withings watch but if this simple function broke and continues to be broken for so long, why would I?

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    stamasp

    Despite warnings not to do so - I uninstalled the app completely and did a clean install.  Logged in.  Then the same bad steps data shows up, and it still doesn't sync.  Didn't fix anything for me.

     

    Someone, help?

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    erodrigues

    I guess that the "fix" is to just sell my current Withings gear and get another from a reputable vendor which has the capacity to provide support and fixes on a timely manner or at least be transparent enough to take the blow and provide their customers with "I am sorry for the delay, it will take us xx weeks to fix it"

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    grimbartwithings

    And again:

     Steps are on my phone (App), but did not Sync to web. Problem since August 04th…

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