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Product Expert

Re: Active 2 heart rate is wrong

Hello, sorry to hear you are experiencing this issue with the heart rate monitor. This article goes into more detail about different circumstances that can affect its accuracy: https://www.samsung.com/sg/support/mobile-devices/how-to-ensure-heart-rate-is-accurate-on-samsung-ga...

 

I hope that helps.

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Product Expert

Re: Active 2 heart rate is wrong

For this issue I would you are goign  have to ship it out for service. For shipping repair, you need to call Samsung, the hotline is indicated in this link: https://www.samsung.com/us/support/contact/. The number is going to be listed on that link, call that number and speak to a representative. They will provide you with a UPS shipping label and will give you all of the instructions

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Constellation

Galaxy 46mm watch heart rate monitor stopped working after update

I updated my watch because it started having the battery charging and overheating problem.  Now my heart rate monitor stopped working.

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Product Expert

Re: Galaxy 46mm watch heart rate monitor stopped working after update

@userX6jblRVfEY ,

 

Would it be at all possible to provide a photo of the watch underside so that I may see the sensor?

 

You may need to factory reset the watch. If that does not help I suggest calling 1-800-Samsung to mail your device in for inspection and possible repair. Please have your proof of purchase (receipt) handy as they will ask for this information.  You can also follow the link below 

 

For shipping repair, you need to call Samsung, the hotline is indicated in this link: https://www.samsung.com/us/support/contact/

 

Hope this was helpful!
Be sure to click " ✓ Accept as Solution" when you find an answer that works for you

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Samsung Moderator
Samsung Moderator

Re: Galaxy 46mm watch heart rate monitor stopped working after update

Please make sure if provide a picture that you cover up the serial number in the picture before posting.


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.

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Constellation

No longer recording heart rate

I have updated Samsing Health no heart rate sleep pattern or workouts recording

 

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Product Expert

Re: No longer recording heart rate

Hello,

 

Sorry you're having a problem. You might need to do a hard reset of the watch and then reconnect it to the phone. You also might have to unpair it with the phone, delete the wearables app, and then restart the phone and the watch. Then download the wearables app and reconnect the watch and try using the apps again. 

 

If that doesn't work try calling 1-800-SAMSUNG.

 

Hope this helps. 

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Product Expert

Re: No longer recording heart rate

Hello sorry for the inconvenience you're having with your watch. Have you tried unpairing  the watch from your phone and then pairing it back again? If not I would suggest you do that 1st and if that does not work try resetting the watch and pair it back to phone.

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Constellation

Heart Rate Accuracy on Active 2 & Galaxy Watch

I have purchased both the 46mm Galaxy Watch and the 44mm Active 2 and it seems either the heart rate sensors or the software on the watch and mobile app aren't showing accurate information. I had the 46mm GW first for 2 weeks and noticed a pretty big discrepancy between the heart rate data on it and my FitBit. Then after reading that the Active 2 had 4 more sensors for tracking heart rate I decided to give it a try but still getting the same results.

 

It seem the sensors are accurately reading my heart rate but the detailed data being shown on both the watch and the Fitness app is inaccurate. For example, sometimes the watch and app will show a HR range of 30-166 and yet when you look at the graph my HR never goes below 45bpm and never goes higher than 130bpm. So it's like where do they get the 30 figure from and where do they get the 166 from? 

 

I took a pic of my watch and a screen shot of the app to show you an example....

http://imgur.com/a/4aCJ34o 

http://imgur.com/a/ahOwTgR 

 

Would like someone from Samsung to comment on this. 

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Constellation

Re: Heart Rate Accuracy on Active 2 & Galaxy Watch

I get the same also when I shower I see my heart rate go from 69-75 range to 130-140 range and back to 70 bpm in a few seconds of course i know my heart rate is really not 140bpm taking a shower ? I would assume it's from getting wet? So maybe your sweat is causing the same issue?

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