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Galaxy Watch 4/5 Heart Rate Freezes

(Topic created: 11-03-2022 10:14 AM)
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ZBK
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Galaxy Watch
I'm writing about an issue that I've experienced with my Galaxy Watch 4 and now with my Galaxy Watch 5 Pro. Sometimes the heart rate sensor will stop tracking my heart rate, despite the setting to measure continuously being on in Samsung Health. I've noticed when toggling this setting to every 10 minutes and then back to measure continuously will force the heart rate sensor to track your heart rate again.. but I shouldn't have to do that. 

My Watch 5 Pro is on software version AVH6 with OneUI 4.5. 

Who else is experiencing this issue? I'd love to know. Hopefully Samsung will eventually fix this bug.



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boomerang
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Galaxy Watch
Hi all.  My heart rate sensor seems to be getting worse and worse at accurately measuring my heart the more I exercise. It gets stuck on 82 beats when I know I should be in the 150 range. I've cleaned it and switched wrists.  Anyone else having issues?
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boomerang
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Galaxy Watch
An exampleScreenshot_20221005-085858_Samsung Health.jpg
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boomerang
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Galaxy Watch
Still having issues with thistempFileForShare_20221102-093424_64681086482512_1000000897_1667423612.jpg
Solution
Samsung_Moderator
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Galaxy Watch

Thank you for reaching out. I can certainly understand your frustration with the heart rate sensor not monitoring properly and would be happy to look into this further for you. If the step and heart rate tracking features are not working properly on your watch, the watch band or strap may be too loose or the watch's software might need updating. However, a simple reboot may solve the problem. Give this link a try for steps resolve the symptoms you are experiencing: https://www.samsung.com/us/support/troubleshooting/TSG01003204/

 

If you have tried the troubleshooting steps provided and are still experiencing these symptoms, I would recommend a service repair. Please feel free to reach out to us directly via one of the following options and include a link to this thread.


1. Facebook Messenger: http://m.me/samsungsupport
2. Twitter: https://twitter.com/messages/compose?recipient_id=18768513
3. Or you can use the following link below to request service. https://www.samsung.com/us/support/service/
4. Private message: https://bit.ly/3fbRevo

5. Contact our customer service team directly at 1-800-726-7864

 

If your device is an international device, please contact the customer service team in your country of purchase using the following link: https://www.samsung.com/us/common/visitlocationsite.html

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