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Original topic:

Sensors say "action required"

(Topic created: 09-21-2023 11:24 AM)
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sgb
Astronaut
Options
Galaxy Watch
My watch has been having difficulties detecting deep sleep and steps lately (since the recent round of updates). I ran through some of the diagnostics, and the BIA sensor and the ECG sensor both say "action required." Some of the other tests didn't seem to work, but these two both indicated a problem. Help please!
11 Replies
sgb
Astronaut
Options
Galaxy Watch
Well, resetting the watch in the wear app did nothing to solve the deep sleep problem! I slept like a rock last night for over nine hours. It still tells me I got only 2 minutes deep sleep. I don't know about the step count, because I had the watch off a lot yesterday. But at this point I can confidently assert that it is a Samsung problem, and they need to fix it. A four month old watch shouldn't suddenly become a piece of junk!
Solution
Samsung_Moderator
Community Manager
Community Manager
Options
Galaxy Watch

Thank you for reaching out. I can certainly understand your concern with your watch sensor not functioning as expected. The first step I would recommend is running diagnostic on your watch via the Members app. If you are unable to use the members app the first step, would be to try the troubleshooting steps in this link for the step count not working: https://us.community.samsung.com/t5/Galaxy-Watch/Galaxy-Watch-4-Classic-46mm-not-tracking-steps-or-w...

For the ECG sensor not working, 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

If you reach out, please make sure to provide your Community Username to the ECG Team!

I see you also stated that your deep sleep has been off. Please give this link a try for Inaccurate sleep data: https://us.community.samsung.com/t5/Galaxy-Watch/Galaxy-watch-series-Inaccurate-sleep-data/td-p/2260...

If you have tried all the troubleshooting steps, such as submitting an error report, resetting the watch, and contacting the Samsung Health team, the next step would be a service repair.
For in-warranty repairs: 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 customer service directly at 1-800-726-7864

For out of warranty repairs, please give this link a try to set up service for your buds: https://www.samsung.com/us/support/service/locations/ or you can reach out to our customer service team directly at 1-800-726-7864.

For international devices, please reach out to a support team in your area for further assistance: https://www.samsung.com/us/common/visitlocationsite.html

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