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13 Posts

11-29-2017

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  • Message 11 of 38

Cannot pair Nokia/Withings Steel HR with Moto E4 via bluetooth

2018-01-23, 23:22 PM

I have a Withings Steel HR activity tracker, hr monitor and smart watch.  It is supposed to sync via bluetooth with the Nokia Health Mate app.

 

Previously, the Steel HR paired correctly with the Nokia Healthmate App on my Moto E4 (unlocked version on Verizon).  However, shortly after the September 1, 2017 Android Patch, my Moto E4 stopped pairing with the Steel HR.  The Steel HR will pair with the Nokia app on other phones (iPhone 6, etc.).

 

I have received a warranty replacement Moto E4 that works with multiple other bluetooth devices, but will still not pair with the Steel HR. 

 

I have tried all of the troubleshooting options discussed in this thread: https://forums.lenovo.com/t5/MOTO-E-4th-Gen-MOTO-E-4th-Gen/Moto-E4-Plus-will-not-connect-to-Nokia-Steel-HR-Smartwatch-low/m-p/3889101/highlight/true#M3998

 

1. Cleared bluetooth data, restarted device, no connection.

2. Cleared cache partition, restarted device, no connection.

3. Performed factory reset on watch, no connection.

4. Replaced phone (which was also having difficulty connecting to a Mazda3 for hands free use).

5. Repeated troubleshooting steps 1-3. No connection.

 

Current phone

Moto E(4)

Android 7.1.1

Security patch level: November 1, 2017

Version: PVTB

 

Thank you for the help!

 

 

 

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3949 Posts

12-01-2016

PH

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  • Message 12 of 38

Re: Cannot pair Nokia/Withings Steel HR with Moto E4 via bluetooth

2018-01-24, 18:05 PM

Hi guys,

 

I received your bug reports and submitted it for further checking. Thanks!

 


Regards,
Daisy
Moto Support

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13 Posts

11-29-2017

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  • Message 13 of 38

Re: Cannot pair Nokia/Withings Steel HR with Moto E4 via bluetooth

2018-01-24, 20:31 PM
An update ... I was able to find and follow these instructions from the motorola forums for resetting the wireless adapters on the Moto E4.
 

https://forums.lenovo.com/t5/MOTO-E-4th-Gen-MOTO-E-4th-Gen/Connecting-via-Bluetooth/td-p/3798267

 
After completing the wireless network reset, the Steel HR immediately paired through the Nokia Healthmate app.  
 
I will update  if this provides a long term solution or not.
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13 Posts

11-26-2017

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  • Message 14 of 38

Re: Cannot pair Nokia/Withings Steel HR with Moto E4 via bluetooth

2018-01-24, 21:10 PM

Nope. Still not working.

 

Tries to connect. Fails. Tells me to turn bluetooth off and on again. 

 

Fails again. 

 

Robb

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13 Posts

11-29-2017

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  • Message 15 of 38

Re: Cannot pair Nokia/Withings Steel HR with Moto E4 via bluetooth

2018-01-25, 18:57 PM

This has also not solved my issue.  While the  steel HR was originally able to pair with the phone, the Nokia Healthmate app continues to say that it cannot access the watch.

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13 Posts

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  • Message 16 of 38

Re: Cannot pair Nokia/Withings Steel HR with Moto E4 via bluetooth

2018-01-25, 19:01 PM

The Nokia Healthmate app does seem to connect to the phone if I again reset the wireless connections.

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13 Posts

11-29-2017

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  • Message 17 of 38

Re: Cannot pair Nokia/Withings Steel HR with Moto E4 via bluetooth

2018-01-29, 14:41 PM

This solution only works intermittently.  Sometimes resetting the wireless network will allow the Moto E4 to pair with the Steel HR smartwatch.  At other times, it will not pair or synchronize data.

 

Daisy, any update?  This really looks likes its a Motorola problem in bluetooth implementation as the watch pairs normally with other phones.

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13 Posts

11-26-2017

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  • Message 18 of 38

Re: Cannot pair Nokia/Withings Steel HR with Moto E4 via bluetooth

2018-02-27, 15:24 PM
Moto daisy - whats the status on this issue? When will a patch be delivered to E4 Plus on Sprint?

Pleaze.
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10 Posts

02-24-2018

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  • Message 19 of 38

Re: Cannot pair Nokia/Withings Steel HR with Moto E4 via bluetooth

2018-02-27, 17:40 PM

Moto Daisy, hi. 

 

I also need a reply on this serious breakage that my new Moto E4 Plus has with Bluetooth Low Energy connections. Both my devices are failing (Zephyr chest strap heart monitor and a Spire device.) I tried opening a ticket with Motorola Global Supply (initiated from a Chat, then email). Agent's replies were trivial suggestions and not helpful. I asked for a reply by a knowledgeable tech support person or engineer. Never heard back. They did suggest going here to the forum. But even on this forum, it seems that Motorola Daisy and other support personel, DO NOT HAVE ACCESS to the actual answers or status of fixes from engineering departments at the company. This is extremely discouraging for a new owner of your product. No answers available either from this forum or from a direct trouble ticket. Moto support is abysmal and broken. This will impact your future sales.

 

Below is a suggestion I posted on the ticket thread, to inform the Moto engineers how they could see the failure with a Bluetooth Low Energy free test program. PLEASE give some status on the timeline for the expected fix.

 

----

 

Motorola engineers may want to use this Bluetooth Low Energy diagnostic app to confirm that BLE is broken. This app works fine with my heart rate strap and Spire breath monitor, on another phone. But fails with the Moto E4 Plus. The diagnostic app is called nRF Connect. After running it, you just tell it to connect to one of the devices it has found. With your phone, the devices show up on the scanned list, but cannot connect.

https://play.google.com/store/apps/details?id=no.nordicsemi.android.mcp&hl=en

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2438 Posts

12-19-2016

PH

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  • Message 20 of 38

Re: Moto E4 Plus will not connect to Nokia Steel HR Smartwatch (low-power bluetooth issues?)

2018-03-05, 21:44 PM

Hi Everyone, 

 

It should be fixed in NPR26.86 and later. We don't, however, have a specific timing to share. Let us know if the issue persists even after the update. 

 

- Ella

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