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Original topic:

ECG not working on Galaxy Watch Active2

(Topic created: 09-25-2020 05:20 AM)
ayasofya
Asteroid
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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. 
351 Replies
Patakla
Astronaut
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Galaxy Watch
That's what I've been getting but not the"poor reading" message. Just mailed the watch today after talking to a Samsung customer rep. I suggest calling them.
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Jscotton87
Cosmic Ray
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Galaxy Watch
I called Samsung, and they told me to send my watch in for repair. They stated that my senor needs to replaced. No crazy about sending my watch to them, but want to have fixed what is wrong. I guess everyone's senors need to be fix.
rdarcy
Constellation
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Galaxy Watch

Samsung is garbage, they have extremely poor quality as of last few years.  I will be switching to Apple products as they have a much better quality percentage then Samsung.  I am sad to go but it looks like they will never get there act together!  Everything Samsung promises they never deliver successfully without issues.  Goodby Samsung!

xFrostxPhoenix
Asteroid
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Galaxy Watch
Glad I got Geek Squad warranty cause that's where I'm getting my replacement from.
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ParthSA
Asteroid
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Galaxy Watch
same problem. please let me know what to do
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Patakla
Astronaut
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Galaxy Watch
Call Samsung. They maybe able to help. Good luck.
usersDdW1BPOcl
Constellation
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Galaxy Watch

Here are some tips that helped me:

 

  1. Remove any watch protective case/cover -- especially those that cover the top physical button (upper right). 
  2. Clean the watch. The covers/cases accumulate dirt that you often cannot see.
  3. Rest your arm perfectly on the table. 
  4. Find a way to gently use your index finger on the button and the thumb on the left that will not result with too strong of a reading. The orange "reading" line should NOT go from top to bottom. 
  5. Be very still.

Now, I was FINALLY able to get this working -- but it has still only worked four  times out of more than 100 attempts. Two of those were "inconclusive." The other two revealed good sinus results. 

 

That said: This is the most clunky "service" provided by this watch. It is so bad that it almost feels, well, useless. Even though I have been successful four times (well, two with actual results), I currently am having a difficult time replicating this. 

 

I've been waiting for this for months. It was one of the reasons that I bought the watch in the first place (after the store employee at the Samsung store at the Stanford Shopping Center told me that this would be "coming soon"). 

 

I like the watch. However, this feels like a major FAIL from Samsung. I feel like months of hopes were dashed by a clunky user experience.

 

This is not a "WONDER WATCH." You will "wonder" if you can ever get it to work. 

JayF
Samsung Care Ambassador
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Galaxy Watch
yes, I finally got mine to work but similar results to @usersDdW1BPOcl. but at least I can get some kind of reading instead of nothing. I think the sensor must be very sensitive. I do have to move my arm around, change fingers, adjust my watch until the countdown begins. but I have been successful.
userx5RG1hEwOx
Constellation
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Galaxy Watch
I have the same issue
"chat" support told me to reset the phone. I didn't do it
ccelis1218
Astronaut
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Galaxy Watch
https://www.sammobile.com/samsung/galaxy-watch-ecg-feature/ only available in South Korea currently
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