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Galaxy watch 46mm heart rate monitoring and sleep tracking not working.

Explorer
The only responses I have had from Samsung are you're wearing it incorrectly or send it back to be looked at. Point 1 is irritating, as I have worn fitness trackers for years (Garmin) and never had issues with HR. Point 2 seems a waste of time given the common problems people are experiencing. As Gary has eloquently said above, we really need some transparency from Samsung.
Voyager

@AntS - I received another reply from the chaps at Samsung US (@SamsungGill ), to quote "an update has already been pushed out, please update to latest software". I suppose its an upgrade on the UK memebrs app team suggestion of cleaning the sensor but still, it neither admits or resolves the issue in hand..

 

Can you appreciate how frustrating this must be for us?

 

Cheers

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AntS Moderator
Moderator

Cheers, @GaryBrett. I don't know those US chaps - but I'm familiar with their names as they're Mods on the Samsung US Community:

 

SamsungAlex

SamsungCole

SamsungGill

SamsungLarry

 

The US Community is completely separate from the European one (in terms of web hosting, admin and moderating). Definitely odd that they'd be in touch with you. Did you sign up and post over there too? 


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Voyager

@AntS, I was and still am clueless who they are but they seem willing to help so I grabbed the chance 

 

I wasnt aware I had ever used the Samsung US forum, Galaxy Watch aside Ive never had issues with my Samsung phones (we currently have 26 Galaxy Phones) so never had the need too.

 

I received a private message via Gmail on 4th October, when I clicked the link it took me to US forum with a randomly generated username, since then Ive just replied via their messaging system to any requests, original message below:

 

Hey there, our specialists have asked us to reach out to members affected to gather specific information. Can you answer the questions below and provide the infromation for me? I know some of this will be a repeat, I apologize ahead of time for that. 

 

Superuser I
Superuser I

@GaryBrett Glad you were able to get some assistance from the US side on the Galaxy watch. I've checked the Us community now and again, have noticed though that with a few TV queries standard response is they cannot provide advice for non US models and tend to redirect here.  Know at times we will do  likewise  but think give a bit more information.   Personally  I find the layout of the EU community more user friendly though , they do not have as many sub sections over there.

First Poster

@Shazzap wrote:

My 42mm galaxy watch isn't tracking or monitoring sleep stages either. Battery life isn't even at the minimum stated by Samsung either. Very disappointing.

My new samsung 42mm watch isn't working properly either. It misses about 30% of my steps. It also says I never have deep sleep which believe me is not true I can sleep through an earthquake. It says im asleep when im at work walking about. I have the s3 frontier as well which measures differently to the new watch. And not.to.mention stress and heart rate levels. Bark g I  mind the new watch is stressing me out!

After 4 weeks I took it to the samsung shop in the city. They kept it for 3 days and claim to have put a new circuit board in but it's just doing the same as before. Fustrating! What can I do?

Apprentice

@Nidi wrote:

@Shazzap wrote:

My 42mm galaxy watch isn't tracking or monitoring sleep stages either. Battery life isn't even at the minimum stated by Samsung either. Very disappointing.

My new samsung 42mm watch isn't working properly either. It misses about 30% of my steps. It also says I never have deep sleep which believe me is not true I can sleep through an earthquake. It says im asleep when im at work walking about. I have the s3 frontier as well which measures differently to the new watch. And not.to.mention stress and heart rate levels. Bark g I  mind the new watch is stressing me out!

After 4 weeks I took it to the samsung shop in the city. They kept it for 3 days and claim to have put a new circuit board in but it's just doing the same as before. Fustrating! What can I do?


Not a lot if you've gone beyond your return period.

You can sell it on ebay, pray for a fix to the multiple issues via a software update, put it in a drawer and forget about it, moan in the forums hoping somebody will finally listen... It's a disgrace

Apprentice
Im lucky mines now being sent back to EE. Still under 14 days. I wont be getting another well not yet, wait till they sort it all out first. My HR is on all the time but cant read your heart even if you move it around to you other arm, this watch is plagued with problems, HR is just the tip of them, samsungs going to have loads of glitched watches soon haha
New Member

Having the same problem as everyone else regarding the HR monitor. It stops working after a charge and I need to restart the watch.

New Member

I just bought my Galaxy watch and I am having the same issues as everyone else. I called in to see if they had a solution and they told me to factory reset..... I have had my watch for three days. I asked if anyone else had called in about the HR monitor and they said no. I told them to look at their forums. I thinking I am just going to return this watch and go with another company. I am disappointed in this product especial for how much I paid for it.  

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