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Original topic:

ECG not working on Galaxy Watch Active2

(Topic created: 09-25-2020 06:29 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. 
351 Replies
SamsungRei
Samsung Moderator
Samsung Moderator
Options
Galaxy Watch

@BigFatPig If you are still unable to use the ECG feature after completing the steps provided by @Adaboy, please 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.



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Samsung_MrBoss
Constellation
Options
Galaxy Watch

is your Active 2 40mm or 44mm? I have the 44mm and the ECG works okay but my wife's 40mm don't. All the messages:

-Moisturize your skin and try again

-Wear the watch 10minutes before recording an ECG

-Make sure the watch is snug on your left wrist

 and so on

BigFatPig
Cosmic Ray
Options
Galaxy Watch
I have the 44mm and yes it kept showing the above messages and does not do that count down at all. I called the above number and they can't help me either saying this is a new territory for them too......
JayF
Samsung Care Ambassador
Options
Galaxy Watch
I have a 40 mm and keep getting all your same messages too. it did work for a brief few times but said "poor reading." now I just get those messages every time I try it with no readings at all. I'm super excited we have this feature but hope it will work and function correctly soon.
userA32cHtIADn
Constellation
Options
Galaxy Watch
same issues with my 44mm
rlnf
Constellation
Options
Galaxy Watch

Hi all,

 

Today I got the update that includes ECG. However, every time I try to make a measurement I get errors. The watch first tells me I need to wear it for 10 minutes (which I have),  then moisturize (which I have), then says I need to try again later. This has happened every time I try this, and have not been able to take a single ECG measurement yet.

 

Any ideas, suggestions?

SamsungRyder
Samsung Moderator
Samsung Moderator
Options
Galaxy Watch

Hello!

 

For concerns with the ECG feature, please contact 1-855-795-0509 (option #6) for further assistance. Thank you for being the best part of Samsung!

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JayF
Samsung Care Ambassador
Options
Galaxy Watch
mine is doing the exact same thing as yours.
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rlnf
Constellation
Options
Galaxy Watch

I called the number in the solution post, and turns out I will have to send the watch in to get repaired. Mine is still under warranty....

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Joe89
Astronaut
Options
Galaxy Watch
same here
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