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Fenix 6x Sapphire Heart Rate Not Working

Got my Fenix 6x Sapphire 2 days ago and Heart Rate is not working. Called Customer Support to report the issue (and process a return/refund) but they said that the engineers are aware of the situation and it is a software issue. The rep said to wait until next week for a software update that they will roll out to fix this issue. Please post if you've had similar response from customer service *BTW, it would be great if Garmin can keep us updated through this Forum!

Top Replies

Garmin-Heath over 4 years ago +-1 verified
If you are having an issue obtaining a heart rate with your fenix 6 series device, first please verify the wrist heart rate is turned on:
1. Press and hold the middle left button for the Main Menu
2. Select…
Garmin-Heath over 4 years ago +1 verified

This issue has been fixed in 2.40 Sensor Hub Update Live.

If you are still experiencing this issue, please update your device via Garmin Express. If it continues after that, please reach out to your lo…
9687854 over 4 years ago in reply to 9687854 +3

Garmin-Heath please give an official statement to all owners as I'm so disappointed with this. In the last year I've owned the f3Hr, the F5X plus and now the F6X Sapphire. I'm thinking about going back…
CraigyBoy over 4 years ago in reply to 1786302 +2

Fenix 6x sapphire unboxed today, HR is offline almost all the time, springs into life for a few seconds here and there but is way wrong then goes off again, lights not even on as if its not trying to pick…
Pilok over 4 years ago in reply to Garmin-Heath +2

Thanks for the update... Glad to read that the teams at Garmin are actively testing a fix for this.... But do you have a realistic forecast for the fix to be release publicly?

All Replies

0 5192502 over 4 years ago

Me too... is the a return job or should we wait for an update?

0 Fearomoon over 4 years ago

Same here....6x Saphire... :-( happens only during night hours....

0 Jonnybrayy2k over 4 years ago

I suspect similar is happening with my HR on my Forerunner 945 after a software upgrade.

0 Jonnybrayy2k over 4 years ago

I suspect similar is happening with my HR on my Forerunner 945 after a software upgrade.

0 Jonnybrayy2k over 4 years ago in reply to coppervines

Running in Broadcast Heart Rate mode appears to have worked for me. HR was displayed during Broadcast mode and has remained active since.

0 DarrinC over 4 years ago in reply to Jonnybrayy2k

Have you tried rebooting the watch to see if it still works?

+1 Garmin-Heath over 4 years ago

If you are having an issue obtaining a heart rate with your fenix 6 series device, first please verify the wrist heart rate is turned on:

Press and hold the middle left button for the Main Menu
Select Sensors & Accessories
Select Wrist Heart Rate
Toggle Status to Auto

Avoid placing the watch over tattoos. Depending on your physiology you may need to place the watch on the inside of your wrist. Also, try the steps in this article: https://support.garmin.com/en-US/?faq=xQwjQjzUew4BF1GYcusE59

For continued issues, we at Garmin are urgently working on a software fix and expect an update soon.

0 DarrinC over 4 years ago in reply to Garmin-Heath

I moved my 5x+ to my right wrist, the brand new and fully updated 6xSolar on the left, the 5x works fine on both sides, The 6xSolar, not so much...have tried everything recommended. I had to switch my primary data source back to the 5x+ :(

0 DarrinC over 4 years ago in reply to Garmin-Heath

P.S. I am happy to assist with troubleshooting as a user, I have fallen back to using the 5x+ until the issue is resolved,

0 Mes over 4 years ago

there are a lot of problems with interferention HR with pulse ox (probably software issue), try to fully disable pulse ox, and then check if HR is working.