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Astronaut

Re: Heart rate sensor failure

Same problem back week, a samsung galaxy watch with 1 month bought. No working Hr Record, Sleep record, hands turn on, Excercise reminder.  this is my second watch.  the firstone was returned for waranty and dealer came back my money, 2 samsung watch,  2 disapoint,  I  should have bougth a  garmin smartwath.

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Asteroid

Active 2 heart rate is wrong

Is there any fix to this, or is anyone else experiencing it? I'll be sitting absolutely still, reading a book for maybe 30 minutes, and it says my heart rate is 110 or something ridiculously high. I'm a runner, been running daily for years, I know that's not my heart rate. A quick check of my pulse easily confirms that it's not 110, either. Any fixes? Thanks!

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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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