Strange. Heart rate suddenly freezing up

[TonyHudson]

Pleased I found this thread. I have been having the same problems as you have described, intermittent HR loss and having to perform a manual HR reading to get it working again but more annoyingly is that when playing squash and recording the workout as an elliptical workout after about ten minutes (when I am all nice and sweaty) the HR is lost and can not be reset without switching it off and waiting until I have dried my wrist off. When the watch is then replaced on my wrist, the HR light is then flashing away but I get message to move the watch up my arm when it is sitting in exactly the same place where it works for 95% of the time when I am not exercising.

I first took this watch into Samsung Newcastle on 28.02.19 and they replaced the motherboard and HR sensor. The next squash game workout showed exactly the same fault. I took the watch back into Samsung Newcastle but was told it had to be sent back to main HQ. Well, I have just received my watch back. No documentation with it so I phoned Samsung Support where a polite gentleman informed me that the watch had the motheroard, rear of case and HR sensor replaced. I explained that they were replaced a couple of weeks ago to which he replied that they must have been replaced again. To be fair the HR sensor did have the sellothane protective cover on it. And so I play squash tomorrow night. I will be taking videos of the watch between games. Fingers crossed.

 

[Peter621022]

To be fair the HR sensor did have the sellothane protective cover on it. And so I play squash tomorrow night. I will be taking videos of the watch between games. Fingers crossed.

Interesting stuff. Apart from software/apps/watch face influences: If I'd have to guess the influence of the sellothane on the HR measurement I'd say that the green light beam will partly be dispersed, giving you a poorer HR measurement.
A sweat film will have a similar effect: you will loose part of the light needed to measure the HR, certainly if the watch is not pressing firmly enough on your skin.
I'd say the best chance on a flawless meaurement would be to remove the cover (as you've probably guessed since you brought it up) and make sure the watch is strapped tight enough to your wist (not too tight of course, otherwise you may get get other problems, like RSI and I personally think the built in barometer doesn't like the watch to be too tight either).
Please share your findings!

 

[sonnnet]

Interesting stuff. Apart from software/apps/watch face influences: If I'd have to guess the influence of the sellothane on the HR measurement I'd say that the green light beam will partly be dispersed, giving you a poorer HR measurement.
A sweat film will have a similar effect: you will loose part of the light needed to measure the HR, certainly if the watch is not pressing firmly enough on your skin.
I'd say the best chance on a flawless meaurement would be to remove the cover (as you've probably guessed since you brought it up) and make sure the watch is strapped tight enough to your wist (not too tight of course, otherwise you may get get other problems, like RSI and I personally think the built in barometer doesn't like the watch to be too tight either).
Please share your findings!

Sound logic, Peter, but I'm guessing the OP just meant cellophane on the HR sensor is evidence they may have replaced it, rather than he was planning on leaving it on to play squash.

Personally, I think the whole change sensor and motherboard is a complete waste of time because the problem is software, not hardware related.

The sensor software is causing the monitor to sleep, hence lack of reading. Gear Tracker app solves this by monitoring the sensor and restarting it when this happens. I would suggest the OP buys this app for a couple of $ and selects 'workout' to track HR and calories for squash. I also agree the watch needs to be tight and further up the arm than the wrist bone. It can handle sweat as I run pretty hard and sweat a fair bit.

 

[TonyHudson]

Your correct Sonnet as to why I mentioned the sellothane and also that I went straight over and bought the Gear Tracker app. I will try both apps tomorrow night but as you can tell I am not too confident that the issue is now fixed. I am also a software developer so I am keen to determine if the problem is software/hardware and I will look into what functionality of the sensors is exposed by the Tizen SDK. A quick search looks like the SDK is available for .NET and Xamarin.Forms.

 

[sonnnet]

Your correct Sonnet as to why I mentioned the sellothane and also that I went straight over and bought the Gear Tracker app. I will try both apps tomorrow night but as you can tell I am not too confident that the issue is now fixed. I am also a software developer so I am keen to determine if the problem is software/hardware and I will look into what functionality of the sensors is exposed by the Tizen SDK. A quick search looks like the SDK is available for .NET and Xamarin.Forms.

Cool. Contact the developer of Gear Tracker and he will fill you in as to exactly what the issues are and how his app has solved them. He is a software genius and a very nice guy, too.

 

[Peter621022]

Sound logic, Peter, but I'm guessing the OP just meant cellophane on the HR sensor is evidence they may have replaced it.

Ah, ok, my bad. Got carried away a bit, I guess. It happens, personality flaw

 

[TonyHudson]

I have been wearing the watch since 7.30 this morning and it is showing 2 drop outs all ready by 13:30

 

[sonnnet]

I have been wearing the watch since 7.30 this morning and it is showing 2 drop outs all ready by 13:30

You will get dropouts during constant HR monitoring. Some days better than others. There isn't much you can really do about that, other than forcing a HR sensor restart by changing to frequent, taking a measurement, then changing back to constant. Or just wait for it to resolve itself.
But for exercise (which, for me, is far more important HR-wise), Gear Tracker restarts it for you, so you get great monitoring of your workouts.
Here is an example over approx 1 hour of running.

 

[TonyHudson]

Complete failure tonight. Within ten minutes of playing squash and recording using Samsung health it dropped out. After rebooting the watch I could not get Gear Tracker to get an HR lock. After playing squash and cooling down I went on the cross trainer and eventually got a 5 minute workout reading while using Gear Tracker. I came home completely P'd off and have contacted Samsung support on chat and here is the complete transcript.

JUANIZA / SESSION ID: 19016472

21:52 ME: My Samsung Galaxy Watch has been returned for repair twice now and I have been informed that the motherboard and heart rate sensor has been replaced each time and yet it is still showing the same fault of intermittent dropouts throughout the day and I have not as yet been able to record a full 45 minute workout recording the heart rate. I am fed up as the watch is not fit for the purpose it was bought. How do I proceed to get a refund. Thank you.

21:52 JUANIZA: Welcome to Samsung Support. Please allow me a moment to read through your enquiry.

21:54 JUANIZA: Hi, George. My name is Juaniza from Samsung Chat Support. I hope you are doing well. I know that you want to demand a refund for your Galaxy watch.

21:55 JUANIZA: Have you contacted your retailer where you purchased the device to address this matter directly to them?

21:55 ME: Hi Juaniza

21:55 ME: It was a pre-order purchased from samsung on-line

21:58 JUANIZA: Thank you so much. Since you've purchased the device from our Samsung UK website, it can only be returned within 28 days from the date when the device was purchased.

21:59 ME: You have repaired the device twice and it still does not work for the purpose it was bought.

22:01 JUANIZA: I know that you want to return it because the device did not record the heart rate properly, just to set you an expectation that the it will stop recording the heart rate when you are moving and also for your exercises, it will drops out when you stop moving.

22:03 ME: It will stop recording the heart rate when I am moving and when recording exercises?

22:07 ME: The device is promoted as a fitness tracker.

22:09 ME: Can you confirm what you have have said above about how the heart rate sensor works please

22:11 ME: Hello, Juaniza. Are you there?


I am currently waiting in another chat queue with Samsung Support.

 

[TonyHudson]

I have just finished chatting with another support engineer. After 1 hour and ten minutes of online chat, the device is being collected in order to be repaired again.

 

[sonnnet]

I have just finished chatting with another support engineer. After 1 hour and ten minutes of online chat, the device is being collected in order to be repaired again.

Sorry to hear this Tony. Juaniza should be fired because that's just complete BS.

If still no joy after the new repair, I would demand a replacement brand new watch rather than a repair as it is possible they have messed it up even worse than it was in the first place. Or if you have had enough, I would contact your local Trading Standards or Citizens Advice Bureau (or the equivalent, depending on where you live) as you will likely have statutory rights that will protect you and help you get a refund.

However, I hope it doesn't come to that and it comes back working, at least with Gear Tracker installed.

Best of luck and sorry you've had such a terrible experience.

 

[TonyHudson]

Got my watch back yesterday. Earlier in the week an engineer did phone me saying he was testing the watch and could not find a fault with it. I explained about the issue occurring while playing squash or probably any other physical activity which caused heavy sweating. He asked for the video footage of the watch not working which I provided, along with HR monitoring screen shots of the Samsung Health HR trend from my Samsung S9+ phone. I provided everything he asked and did not hear anything back from the engineer. No information was returned with the watch so I had to phone Samsung Support to find out what had been done.

The lady I spoke with said that the watch had the motherboard replaced and a new back cover. This time when I received the watch there was no evidence of anything being replaced. I explained about this having been done twice already and asked her to check the dates to which we established that they had been replaced twice and nothing had been done this time. I said that if nothing had been done this time then the likelihood is that the fault is still there. After much discussion and her talking with her superior, it was decided that I would continue to use the watch and if the fault showed it would be returned again with an "elevated status" and a decision would be made on how to proceed although I am not exactly sure what that means.

I am playing squash on Monday night. Fingers crossed, but I think it will take a bloody miracle for this watch to record a workout. Watch this thread.

 

[TonyHudson]

Well, exactly the same problems as before. Video of the fault occurring again. Lets find out what Samsung suggests now.

 

[TonyHudson]

Update - I have just received my watch back from Samsung for 4th time. Again, no documentation or contact from Samsung as to what has been done to the watch. This last time before it was returned I spoke with the support staff and explained about the "elevated status" due to the previous problems with which it had been returned. I have just spoke with a support staff member on the telephone explaining my frustration as it appears NOTHING has been done to the watch. He said that the software had been updated. I explained about how it failed part way through a workout blah, blah, blah. He said to try a workout again which I will tonight. So this is how Samsung treats their customers after they get your money. Time for BBC watchdog show as I am fed up.

 

[sonnnet]

Update - I have just received my watch back from Samsung for 4th time. Again, no documentation or contact from Samsung as to what has been done to the watch. This last time before it was returned I spoke with the support staff and explained about the "elevated status" due to the previous problems with which it had been returned. I have just spoke with a support staff member on the telephone explaining my frustration as it appears NOTHING has been done to the watch. He said that the software had been updated. I explained about how it failed part way through a workout blah, blah, blah. He said to try a workout again which I will tonight. So this is how Samsung treats their customers after they get your money. Time for BBC watchdog show as I am fed up.

You are better off waiting for the new version of Gear Tracker, or ask the developer if you can join the beta testing program. The new store version is almost ready. We are testing the last betas now and it is amazing.
Forget about Samsung. There is nothing they can do as the hardware is most likely fine. It's their software that's at fault and Gear Tracker solves this, especially in the latest betas, the last of which will become the new store version.
I do sympathise with you because Samsung won't admit their HR software is crap. Instead, they take people's watches in for repair, sometimes change the HR sensor, sometimes change the motherboard, sometimes do nothing. And NONE of these 'fixes' make a blind bit of difference because it's the software. They can't write HR software that works, but they won't admit it. The hardware is absolutely sound. I know this because with Gear Tracker's software, these are the results I get on a daily basis:
The first three are for outside runs on different terrains and the last one for weights, which is spiky, as you would expect.

 

[sonnnet]

The graphs I have posted are from Strava which is why they are so detailed. Here's a screenshot of what they look like on S Health, if you are more familiar with that:

 

[TonyHudson]

I tried using Gear Tracker last night also and it could not obtain a HR lock after a reboot in-between my games. I understand there may be software issues but I honestly believe there is a fault with my watch hardware. I don't understand why they will not just change the damn watch as I am of the thought now that no repair has actually been carried out as I can't understand how so many other users do not have similar issues. I like everything about the watch aesthetically (having spent another £100 on different straps) and the functionality it is claimed it can do, however the main reason I bought this watch is for HR monitoring at rest and during exercise. I feel completely let down by Samsung with the after sales treatment I have been shown.

 

[sonnnet]

I tried using Gear Tracker last night also and it could not obtain a HR lock after a reboot in-between my games. I understand there may be software issues but I honestly believe there is a fault with my watch hardware. I don't understand why they will not just change the damn watch as I am of the thought now that no repair has actually been carried out as I can't understand how so many other users do not have similar issues. I like everything about the watch aesthetically (having spent another £100 on different straps) and the functionality it is claimed it can do, however the main reason I bought this watch is for HR monitoring at rest and during exercise. I feel completely let down by Samsung with the after sales treatment I have been shown.

It’s possible that your watch has a hardware fault, but a lot of people have had a lot of problems with HR during fitness tracking. Here are some steps to try which might help:

-Check you have the latest firmware ending in BSA4 (on the watch: settings\about watch\ software)

-Use a watchface which doesn’t have a HR readout or steps on it (for now)

-Set HR monitoring to ‘always’ in S Health

-Give the HR sensor a clean with a soft cloth. Also wipe your wrist where it will make contact

-Wear the watch very tightly, further up your arm than the wrist bone (the knuckle on the top of your wrist)

-Reboot the watch and give it a couple of minutes to settle

-Set you screen timeout to 60 secs

-Add the heart rate widget (the one with the very large HR number on it).

-Add the ‘walking’ exercise widget. (To do this, add the S Health widget with four exercise icons, but then only choose walking).

-Go to your heart rate widget and hover there until you can see your pulse.

-If your pulse isn’t showing by the time the screen times out (60 seconds), then press the back key or the home key which will take you back to the widget. Hover again until HR shown.

-[If it still isn’t showing your pulse, go to your ‘walking’ widget you have added and hit the settings cog. S Health will then search for GPS and pulse. Keep hovering until pulse shown. Then back out of S Health].

-Once you have a pulse reading, open up Gear Tracker. In settings, choose to keep the screen held on (just for now). This will keep the screen on while you are exercising and will cause a bit more battery drain but not excessively so. You can also keep an eye on it this way. Choose your exercise and press the play button. Wait for a pulse readout and press the top right button to commence recording.

Let us know how it goes.

 

[TonyHudson]

Update - I managed to record 36 minutes of a bike ride at the weekend using Under Armour Record. It dropped the heart rate monitoring after 4 minutes then re-established at around 16 minutes and continued to record successfully for the next 20 minutes. I used Under Armour Record also for a Squash workout on Tuesday and it dropped the HR monitoring after a few minutes for about 19 minutes then started obtaining readings again. Similar results with Gear Tracker last week. I phoned Samsung and my watch is going back for repair again. Even though this is the 5th time it is being returned it has only been repaired twice and they are saying the device has to be repaired three times before an exchange. So when it is returned to me I will go through the process again and update this thread.

 

[TonyHudson]

Service engineer phoned me Monday morning asking exactly how the fault occurs on the watch. Received an email notification around 11pm Monday that the watch was dispatched that evening. I phoned Samsung yesterday asking what repairs had been done on the watch and was told the Heart Rate sensor had been replaced. The watch should be delivered today, hopefully before I play squash this evening after which I will update this thread.