Many of these technical or functional issues can be due to a software/firmware glitch or bug.
To help resolve these issues, there are a few steps you can take:
- Please ensure that you have performed all available updates for both the firmware on your Gear, and the phone it has been paired to, as well as any software updates for the Gear-applicable applications on both the unit, and the phone it is paired.
- Please attempt to re-pair the Gear with your phone.
- If this does not resolve the issue, please perform a power cycle (turning the unit off and on again) on both the Gear and phone it is paired with.
- If the issue persists, please perform a factory reset on the Gear, as there may be corrupted data that is causing the issue.
Specifically for the HRM issue if it persists after following the above:
Please check whether auto-measure is enabled on your watch:
Apps > Samsung Health > Heart Rate > Three dots > Settings Cog > Is this set to ‘Never’?
If so, the watch will not automatically measure your heart rate, it will only measure it when you choose to manually.
Please attempt to manually measure your heart rate by clicking on ‘Measure’.
If this is not resulting in a rating, please open up the test mode menu on the Gear by dialling *#0*# in the phone app.
Scroll down to and select HRM, select HRM again.
This will show how the different parts of the sensor are working.
Please be aware that this may take 10-15 seconds before a rating appears.
If there is no rating here, or no measurement or change happening in any of the settings, it may mean that the sensor is faulty.
Please ensure that the back of the watch is clean and free from debris, and the watch is fitted snugly to your wrist.
Double click the back button to get out of this menu.
General test for other sensors following the above instructions:
Open test mode on the watch by dialling *#0*# in the phone app.
Scroll down to and select Sensor Hub.
This may take some time to come up with a result, don’t worry if you see a plain black screen for a while.
Does the result of the testing show Pass or Fail?
If this shows ‘Pass’ then no errors have been detected.
If this shows ‘Fail’ then there has been an error during the sensor test.
If you are still experiencing issues following these troubleshooting steps, please contact our customer support team with the outcome of your testing and we will be happy to assist you further.