Galaxy Watch5 Pro + Sony Xperia 1 V not tracking HR during Sport Activity mode

[Members_XfW557w]

I have a Galaxy Watch5 Pro (4R2H) SM-R920. It was working fine with my Galaxy S20+ cell phone.

But I am in the process of switching to Sony Xperia 1 V and I noted even after installing Samsung Health and Galaxy Wearable apps I cannot get something as basic as heart rate measurements in any sport activity mode.

Is there any way to make it work?

[realaud]

Certain features work exclusively with Samsung devices. Are you saying you can't see that info anymore in the health app on the phone or the watch, or only when you access it on the TV?

[Members_XfW557w]

I am saying I cannot see any heart rate data in Samsung Health app since July 5 and I don't see any heart rate  information on the watch when starting a workout. I understand that ECG won't be available, but I was hoping I can still see the heart rate.

[realaud]

You should be seeing it, have you tried clearing the watch's cache partition? Or the cache from the health app?

[Members_XfW557w]

Clearing cache in both watch and health app did not help. I decided to go with wipe data/factory reset option and it helped a bit: I got some HR record in health app with today's date. I have to check if this will bring the HR data back permanently.

[Members_XfW557w]

I cannot make it work on a permanent basis. It stops monitoring heart rate, blood oxygen, sleep on a random basis. Rather disappointing...

[realaud]

Even though the watch and Samsung's basic health app features should work with non-Samsung phones, there may be an incompatibility with the Sony phone.  Since you don't have a Samsung phone, you cannot put in an error report, but you can call Samsung support and see if they have any insights.

[Members_XfW557w]

What does this gray blinking heart mean? It blinks, but it does not show any heart rate. It seems the watch is detecting a heart beat but does not measure it. It takes some long time (easily over  an hour) before the watch starts showing actual hear rate and the color changes to different colors (depending on the actual heart rate). Is there any way to force the watch to start measuring heart rate?

[Samsung_Moderator · Accepted solution]

Thank you for reaching out. I can certainly understand the importance of being able to check your Heart Rate when doing physical activities. If the step and heart rate tracking features are not working properly on your watch, the watch band or strap may be too loose or the watch's software might need updating. However, a simple reboot may solve the problem. Give these steps a try for troubleshooting steps for the heart rate not tracking: Step tracking and heart rate monitoring not working properly on Galaxy watch

If you have tried the TS steps and are still experiencing these symptoms, the next step would be a service repair. 

You can use the following link to find a list of service centers in the U.S. that can do the repair: http://www.samsung.com/us/support/service/location or by contacting customer support at 1-800-726-7864.

For assistance outside the U.S., please use this link: https://www.samsung.com/us/common/visitlocationsite.html