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ECG not acquiring signal

7832036
8 months ago 
I've tried putting both fingers in different places, always without success. Can someone from Garmin help. 
Right or left the result is the same, no signal acquired and timeout.

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  • 8 months ago in reply to eezytiger +2 verified

    Hello 

    I am sorry to hear you are having trouble with activating the ECG on the watch. For this, there are any some initial things to consider. 

    • Ensure you are physically located in a country where…

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  • 0 8 months ago

    This is a user forum. If you want support from Garmin your best option is to contact Garmin Support directly. 

    But, the best option I can suggest for an immediate solution, and this is only standard troubleshooting rather than a guaranteed fix, is to reboot the watch, just as you would with any other computer. 

    To do this, press and hold the light switch for at least 15 seconds, until the watch shuts down. Wait a few seconds and power back on. It might fix it, if might not, but worth a try. Good luck.

  • +1 8 months ago in reply to eezytiger

    Hello 

    I am sorry to hear you are having trouble with activating the ECG on the watch. For this, there are any some initial things to consider. 

    • Ensure you are physically located in a country where ECG is regionally compatible. Garmin ECG App Region Compatibility In addition to this, you will need the locations services for the phone enabled, and the country in the Connect app selected. 
    • Ensure the watch is on the latest SW version using Garmin Express. 
    • Ensure the phone OS is on the latest version, and ensure the Connect app is up to date. 
    • Try washing your hands, to remove lotion etc. that could block the connection. Also try cleaning the watch bezel. For this, we recommend rubbing alcohol. 

    If there is no change, we would recommend trying these steps: 

    1. Remove the watch from the Connect app
    2. Remove the watch from the phone's Bluetooth menu
    3. Hard reset the watch. Hold the Light button until the watch shuts off, as opposed to selecting power off. 
    4. Power the watch on again
    5. Pair the watch with the phone
    6. Try the ECG setup again

    If this issue continues, I would recommend a factory reset using these steps: 

    1. Ensure the watch is powered off.
      • You may need to hold LIGHTfor up to 30 seconds to turn the watch off.
    2. Press and hold BACK and START/STOP.
    3. Press LIGHT to power the watch on while holding these two buttons.
    4. After the first beep release START/STOP.
    5. After the second beep release the remaining button.

    If you are still not able to complete the ECG setup, you will want to contact Garmin Product Support.