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Asteroid

active 2 acts like its constantly being touched

I have a fairly new active 2, less than 2 months, and a few days ago i noticed it was vibrating on my desk. I hadnt worn it for a few days prior to this. I investigated  it last night and its acting as if im constantly tapping the bottom of the screen. So when im on spotify for example, because the volume button is dead center in the bottom "corner" of the screen its almost impossible to get back out of spotify or even move to another widget as its acting as if im touching it when im not. Even with my watch off the charger, sitting on my desk, its acting like im touching it. I have factory reset it and got the same results.

5 REPLIES 5
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Samsung Moderator
Samsung Moderator

Re: active 2 acts like its constantly being touched

Hello!

 

I can understand reaching out after doing a factory reset and the symptoms still continuing. I would like to assist you further, could you please provide me with your model and serial number in a private message? https://bit.ly/2SUXRar

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Asteroid

Re: active 2 acts like its constantly being touched

sent, thanks for the quick response!

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Constellation

Re: active 2 acts like its constantly being touched

Hello, my Active 2 has been doing the exact same thing for a few months now.  I recently did a factory reset and did not reinstall any additional apps or watch faces.  Is there a fix for this?

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Asteroid

Re: active 2 acts like its constantly being touched

They had me send in my watch. They just got it today so I don't know

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Product Expert

Re: active 2 acts like its constantly being touched

Hello,

 

I am sorry you have tried all the troubleshooting steps to get this issue solved with your watch and the problem is still re-occurring. It sounds like a hardware issue.

 

My suggestion is to call 1800-SAMSUNG (1800-726-7864). Once you call them, try to reach a representative and have the valid proof of purchase handy and the serial number of the device. Let them know you want to mail in the watch for service and they will email you a UPS shipping label and give you the proper instructions on how to do this process. It typically takes 7-14 business days for you to receive them back. The serial number and the proof of purchase is typically what is needed as long as the device was purchased less than a year ago. If it has been more than a year, there may be an out of warranty charge and this will all be explained in the phone call.

 

If you have any questions, please let us know.

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