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Sensors say "action required"

(Topic created: 09-15-2023 09:20 AM)
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sgb
Cosmic Ray
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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!

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Samsung_Moderator
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Community Manager
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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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cwinkler
Comet
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Galaxy Watch

After reading your issue decided to test mine. Initially I got the same result. Restarted my phone and then had to give the sensors permission to do their thing. It asked me to put my fingers on the 2 buttons, and BIA sensor tested Normal.

CWinkler
Galaxy S24 Ultra, Active4
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sgb
Cosmic Ray
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Galaxy Watch
I restarted both my phone and my watch, with similar results. My ECG sensor still says action required.
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cwinkler
Comet
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Galaxy Watch

Did your watch run you through the steps of putting your finger(s) on the sensors?

CWinkler
Galaxy S24 Ultra, Active4
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sgb
Cosmic Ray
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Yes, it did. My ECG does seem to work, although sometimes I have been getting unusual results--not AFIB, just crazy patterns. Thenother times it is perfectly normal. So it is believable that there might be something wrong with that sensor. What made be think to check sensors was that the watch seems to be struggling to measure deep sleep, and is under-reporting steps. Heck, I hate to go to the doctor and say I no longer get any deep sleep, my exercise capacity has crashed, and I am getting strange ECG readings if in fact it is a problem with the watch. There seemed to be a cascade of problems following recent updates on both the watch and my phone, which is why I tried turning both off and restarting them. I guess I'll see if I "sleep" better tonight. If nothing works and I can get an update, I'll try resetting the app before I call the doctor. I feel fine...
cwinkler
Comet
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Galaxy Watch

I know since the OneUI5 update my watch's deep sleep numbers are way different. There's a whole thread about that issue. The other measurements don't seem to have changed. Just did the ECG and all was well. Turned on the irregular heart rhythm sensing notification. Did you try cleaning the back of the watch really well in case a sensor is dirty? Good luck!

CWinkler
Galaxy S24 Ultra, Active4
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sgb
Cosmic Ray
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Galaxy Watch
I tried cleaning the sensors off last night, but now I really DID get a terrible night's sleep, lol. So I can't tell if it was recorded accurately. I have the irregular HR notification on, but have never received a notification. I will look for the thread on the deep sleep problems, thanks! I have no idea why my step count is so low because I have continued my usual activity levels. Exercise seems to be recording just fine.
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cwinkler
Comet
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Galaxy Watch

I've exhausted my ideas, but will keep following this thread to see what else you might learn. Fingers crossed!

CWinkler
Galaxy S24 Ultra, Active4
sgb
Cosmic Ray
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Galaxy Watch
I just reset my watch this afternoon. I guess I'll see if it gets better.
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Privxete
Constellation
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Galaxy Watch

It is the same for me, before the update my deepsleep was good, first it was above 1 hour and 20 minutes, now it tells me its 15 minutes, sometimes 47 and then 0, and the ECG-Sensor also tells  ''Action required'', but the ecg-sensor does normal, just like before the update.