JUMP TO SOLUTION Solved

Original topic:

ECG not working on Galaxy Watch Active2

(Topic created: 09-23-2020 09:29 PM)
ayasofya
Asteroid
Options
Galaxy Watch
I got the Tizen 5.5 update today here in the US, and along with it the long awaited ECG app (Samsung Health Monitor). Unfortunately, ECG won't work for me. Nothing happens when I put my finger on the back button. I have ensured that the back of the watch is clean, and that the band is nice and snug, but it still won't work. I looked around Reddit and found that a few other people having the same problem as me. 

I did some more research and came across an XDA discussion stating that the ECG sensor on some Active2 watches may be damaged due to the long inactivity period.

I talked to Samsung Support on Twitter and they agreed that this is a hardware issue, and that a replacement of components (the back button and maybe the entire sensor) will be needed. 

How does Samsung plan to address this? The hardware damage is clearly not our (the users') fault. Had they delivered on their Active2 ECG promise on time, we wouldn't be facing this issue. 

1 Solution


Accepted Solutions
Solution
SamsungJustin
Community Manager
Community Manager
Options
Galaxy Watch

Hello, We definitely understand how important this feature is to everyone. We have actually put together a specialized team for all ECG related products. If you're unable to get the application to work properly, and all other features of the watch seem to be working correctly. We'd like for you to contact our specialized team to check this out, and go into some further details about your experience and what you're seeing. 

 

This team is avaliable for calls Monday Thru Friday 9AM-6PM EST. 

1-855-795-0509 option #6

 

Alternatively you can also reach this team by email:

support@samsungecg.zendesk.com 

 

If you reach out, please make sure to provide your Community Username to the ECG Team! 

 

**This information is for US based customers. If you are located outside of the US or have a non-US device please reach out to the support team in your area using the following link: https://www.samsung.com/us/common/visitlocationsite.html **

View solution in context

351 Replies
Adaboy
Supernova
Options
Galaxy Watch
Man thats a bummer after waiting so long. I read those issues and was worried I would have same problem on Galaxy Watch 3 but it functions. Keep trying and clean button with some alcohol maybe that will help sensor.
ayasofya
Asteroid
Options
Galaxy Watch
Thanks for the tip. I just wiped both the back button and the back cover, but unfortunately it didn't help 😞
Arvin
Comet
Options
Galaxy Watch
Oh my god… I got the same issue… So sad! We are waiting for these function for a long time. But now We have to say we got damage button! So sad! Can Samsung fix It?Really Neef Samsung gey a replace fix!
userQeAzoBPa2B
Cosmic Ray
Options
Galaxy Watch
ya I don't thi k samsung will give replacement devices
0 Likes
Reply
userQeAzoBPa2B
Cosmic Ray
Options
Galaxy Watch
no way to prove that we are having these issues in order for samsung to give replacement units. just like a company like samsung to have issues like this on an old device. what a way for samsung to get there users to buy the new galaxy 3 watch because if active 2 watch worked as expected for everyone then there would be no reason to upgrade really
userDX1iWsF0Q1
Asteroid
Options
Galaxy Watch
I got mine to work, I had to tighten the watch band more and very gently touch the back button and it worked.
userTnzkMBVbaD
Constellation
Options
Galaxy Watch

Same thing here. We bought 2 Active 2 watches. One works and one does not. 

xFrostxPhoenix
Asteroid
Options
Galaxy Watch
Same issue. reset my watch. the sensor worked for 5 seconds, errors out, and then quit. now it won't register my touch at all 🤷🏽‍:male_sign:
SamsungRei
Samsung Moderator
Samsung Moderator
Options
Galaxy Watch

If all other functions and features of the watch are working except for the ECG feature, you will need to contact 1-855-795-0509 option 6 for additional assistance. 



Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.



Please note, notification emails are a DO NOT REPLY address, you must log-in on the community page in order to respond.