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Samsung Health Monitor ECG strip not functioning properly

(Topic created: 12-20-2023 08:09 PM)
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userB9ncHNDrnj
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Galaxy Watch

I have the Galaxy Active2 watch, and I used to use the Samsung Health Monitor periodically to check my ECG.

I tried to use it today, and instead of the usual ECG line you would see, it shows a bunch of straight up and down lines very close together for a few seconds, then starts again from 30 seconds saying not to move, same thing with the lines, again starts back at 30 seconds and just keeps doing this over and over. If that were actually a strip of my heart, I'm sure I would have already been in the CCU!

I have thoroughly cleaned the back of my watch, uninstalled the app, reinstalled it, restarted my phone (A51), all to no avail.  I cannot get a normal ecg strip to show.

Is anyone else experiencing this?

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Samsung_Moderator
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Thank you for reaching out and welcome to the community. I can certainly understand your concern with the ECG strip not reading and would also recommend factory resetting your watch. @Beanz2129 in order to factory reset your watch please give this link a try: https://www.samsung.com/us/support/answer/ANS00084702/

 

If you have tried a factory reset and are still experiencing these symptoms, I would recommend a service repair. As your device is deemed to be out of warranty, I would recommend reaching out to our customer service team directly at 1-800-726-7864 for further assistance.

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userB9ncHNDrnj
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No, since it's only that one app that's a problem, I focused on reinstalling that first rather than wipe out my entire watch.

userB9ncHNDrnj
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On the watch itself. When I place my finger on the button to measure, it shows a bunch of vertical lines or else some random marks, certainly not an ecg strip. It keeps doing it for about 10 seconds, then starts from the top again in an endless loop, but never actually takes a reading like it used to.

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userB9ncHNDrnj
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I took a photo of one of the episodes.

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userB9ncHNDrnj
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Yes, I have tried different pressure, different fingers, everything I can think of.

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userB9ncHNDrnj
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20231221_000643.jpg

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Beanz2129
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My watch is doing the same e act thing. I have done all the above suggestions, how do I fix this, how do I do a factory reset on my watch only
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Solution
Samsung_Moderator
Community Manager
Community Manager
Options
Galaxy Watch

Thank you for reaching out and welcome to the community. I can certainly understand your concern with the ECG strip not reading and would also recommend factory resetting your watch. @Beanz2129 in order to factory reset your watch please give this link a try: https://www.samsung.com/us/support/answer/ANS00084702/

 

If you have tried a factory reset and are still experiencing these symptoms, I would recommend a service repair. As your device is deemed to be out of warranty, I would recommend reaching out to our customer service team directly at 1-800-726-7864 for further assistance.

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