heart sensor troubleshooting

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ckknewsposter
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heart sensor troubleshooting

Post by ckknewsposter » Tue Feb 25, 2020 1:31 am

Are there any trouble shooting/app setting guidance to checking the heartbeat sensor on an S2?

Thanks

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Re: heart sensor troubleshooting

Post by Sabertooth. » Tue Feb 25, 2020 3:21 pm

ckknewsposter wrote:
Tue Feb 25, 2020 1:31 am
Are there any trouble shooting/app setting guidance to checking the heartbeat sensor on an S2?

Thanks
Greetings ckknewsposter!

You'll need to be more specific about what your problem is before we can make any real suggestions. You can open the TicPulse app on your watch to take a reading and setup 24 hour heart rate tracking and other features. That's probably the place to start.

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Re: heart sensor troubleshooting

Post by ckknewsposter » Wed Feb 26, 2020 2:13 am

TicPulse doesn't seem to be working, the app starts up fine, says 'measuring', about 30 seconds later says 'Failed'.

Tried with the wath on both wrists and with a thumb over the sensor lights.

????

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Re: heart sensor troubleshooting

Post by Sabertooth. » Wed Feb 26, 2020 4:10 pm

ckknewsposter wrote:
Wed Feb 26, 2020 2:13 am
TicPulse doesn't seem to be working, the app starts up fine, says 'measuring', about 30 seconds later says 'Failed'.

Tried with the wath on both wrists and with a thumb over the sensor lights.

????
Greetings ckknewsposter!

When it's taking a reading is the sensor flashing on the bottom of the watch? Please check that all apps are up to date. Open Google Play on your watch, scroll to the bottom and tap My apps then tap update all if there are any updates available. Also check that your phone is properly updated by opening Google Play on your phone, tap the three horizontal lines on the upper left then tap My apps & games. Tap Update all if any updates are available. Restart the phone then the watch.

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Re: heart sensor troubleshooting

Post by ckknewsposter » Sun Mar 01, 2020 9:24 pm

Did all that. No flashing sensor light on the bottom of the watch.

Return/Exchange??

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Re: heart sensor troubleshooting

Post by Sabertooth. » Mon Mar 02, 2020 2:47 pm

ckknewsposter wrote:
Sun Mar 01, 2020 9:24 pm
Did all that. No flashing sensor light on the bottom of the watch.

Return/Exchange??
Greetings ckknewsposter!

As a final attempt to get it working, I would do a factory reset and check it again before filing a warranty claim. If the sensor isn't working still, I would file a claim after that.

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Re: heart sensor troubleshooting

Post by ckknewsposter » Wed Mar 18, 2020 12:41 am

Did a full reset, unpair, and re-pair/re-sync. Not using any third-party watch faces.

Heart sensor is still problematic.

What is the support/return/exchange procedure? I'm past my Amazon return window.

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Re: heart sensor troubleshooting

Post by Sabertooth. » Wed Mar 18, 2020 1:58 pm

ckknewsposter wrote:
Wed Mar 18, 2020 12:41 am
Did a full reset, unpair, and re-pair/re-sync. Not using any third-party watch faces.

Heart sensor is still problematic.

What is the support/return/exchange procedure? I'm past my Amazon return window.
Greetings ckknewsposter!

Sorry to hear it's not working for you. You can file a warranty claim here: https://support.mobvoi.com/

If you have any problems (it happens occasionally) then email support@mobvoi.com with your purchase details and an explanation of your issue (you can reference this thread).

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Re: heart sensor troubleshooting

Post by ckknewsposter » Mon Mar 30, 2020 8:04 pm

Thank You! I have initiated a return/exchange with mobvoi.

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Re: heart sensor troubleshooting

Post by ckknewsposter » Fri Apr 03, 2020 5:16 pm

Issue cleared after three reset/restart sequences (as guided by an email from Mobvoi support).

No idea why it took so many resets to clear things, a nagging permissions issue??

Anyway, thanks for the help, I'll email support and close the ticket.

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