Original topic:

ECG not working on Galaxy Watch Active2

(Topic created on: 1/24/21 7:30 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. 
344 Replies
JayF
Samsung Care Ambassador
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Galaxy Watch

@userQPikckPYy7 You got your update already for the ECG? I haven't heard anyone with that update yet unless you live in Korea. Where do you live?

 

@userFAmfx1ZaF2  I agree with @userk2TGTD8zAf . Do not send in your watch. I haven't heard anything from Samsung regarding you to send in your watch to get the update. It could be a scam. Why not calling Samsung Customer Service to verify this just to be on the safe side. But I wouldn't send it in.

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userf8b82nfd7c
Asteroid
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Galaxy Watch

Are you in the USA? 

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userf8b82nfd7c
Asteroid
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Galaxy Watch

Sounds like an unexperienced rep trying to get you off the phone, using any means necessary. An update, when it's finally available, almost a year after the fact, will be pushed out OTA, same as all other updates. If I were you I'd launch a complaint about this because you're not going to see your watch for good six weeks, Samsung warranty turnarounds are DREADFULLY SLOW. 

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userFAmfx1ZaF2
Cosmic Ray
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Galaxy Watch

If only! The rep was a chatty dude.  He talked for 20 min about being in the Philippines and wanting to see snow and his trips to conventions in Rhode Island and San Jose.  Then he started talking about visiting Michigan and finally seeing snow.  Also got history lesson on the Philippines.  He definitely didn't want to get off the phone and he has worked for Samsung for years.  

 

I called Support again yesterday and told them to quit sending emails about the repair ticket and to cancel it.  


 

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I find it interesting that Samsung released a "How To" YouTube video this morning specifically for the Galaxy Watch 3 (in English so it's not addressed to South Korea) showcasing the ECG and BP Features through their new Samsung Health Monitor app supposedly in the Galaxy Store....... Why? It doesn't say Coming Soon or anything so naturally you'd think they just released the feature finally since they've already gotten the US FDA clearance and have been testing this in South Korea for a few months. I don't know. I was just slightly confused. Why release this video now if this feature is not available and if you are, why not say "Coming Soon"? Especially knowing we've been waiting on this since the release of the Galaxy Watch Active 2?
user05gGQn32GT
Astronaut
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Galaxy Watch

Its the Health Monitor App released in USA?  I can't find it in the store.  It came pre-installed on Watch 3 but I can't download it on my Note 10+

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Galaxy Watch
Yes it is now available. On the Watch 3, when you select the ECG feature it will tell you to download the app. Once you press the download button on the Watch 3 it will open the Samsung Health Monitor app in the Galaxy Store where you can download it on the phone. what's so weird is that even if you search for it, you cannot find it.
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toddeast
Astronaut
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Galaxy Watch
I have note 9 and gear 2 watch but ecg still don't work any help?
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SamsungMoon
Samsung Moderator
Samsung Moderator
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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 available 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 
 

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toddeast
Astronaut
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Galaxy Watch
thank you I can get app on my phone but tells me there is nothing to connect to even tho my watch shows and connected in wearable app
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