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WHR sensor suddenly stopped

EyessOnlyy
over 5 years ago

I've bought for my girlfriend a new VA4s and she has issues with WHR which suddenly stops working. I've sent this email content via GarmiSupport Center. 

Did anyone else saw this issue? Any tips how we can solve it?

"I've got my new VA4s on Monday. After initial setup it seemed to work as expected.
But now I have 2 days in a row when the HR suddenly stopped working - lights are OFF, no recording is done.

First situation - 29th of October: around 8.30PM HR suddenly stopped working. I've did a lot of power off-power on cycles and also reset by long pressing right top up button. In the end, somehow it started working.

Second situation - 30th of October: around 8PM HR started showing very low values(30, 40, 7. 4...) and then stopped again working. Lights are OFF. Any attempt to make it work failed hard. No way to make it working again. It is still OFF after the night sleep.

All this time, in both days, the watch was on my wrist. Yesterday. it was connected to my laptop, after the HR stopped suddenly, for charging for about 1hr.
In rest the watch was on my wrist.

I give you access to access my data. You can see that, while HR was not recording anything, the steps are still counted - so the watch was on the correct place.

Please advise how to solve it. It's a brand new watch and It's not acceptable to behave like this.  "

  • 0 over 5 years ago in reply to EyessOnlyy

    - Do you know what software version is on the watch(Press and Hold the Back Button>Select the Gear Icon>System>About>SW Versions>What is the SW version and Sensor Version)? After getting the SW versions, could you press and hold the power button until the watch shuts off? (Do no select the Power Icon when prompted and this may take 20-30 seconds) Then power the watch back on and check the Wrist HR settings (Press and Hold Back>Select the Gear Icon>Wrist HR).

  • 0 over 5 years ago in reply to Garmin-Matthew

    Do you know what software version is on the watch 3.50

     

    could you press and hold the power button until the watch shuts off ->>> already did it - "reset by long pressing right top up button" as mentioned, many, many times.

    Then power the watch back on and check the Wrist HR settings (Press and Hold Back>Select the Gear Icon>Wrist HR). ->>>  WHR was always ON but not showing any data

  • 0 over 5 years ago in reply to EyessOnlyy

    And, btw, we got this answer from Garmin Support

    We provided the data and I'm still waiting for the reply. 

    Wondering also why a NOH device instead of a new one

    are you the one who sent also the feedback via support center? :)))

  • 0 over 5 years ago in reply to EyessOnlyy

    - I would follow up with Garmin Product Support if they are requesting the exchange. We do not have any NOH vivoactive 4 devices currently, so you would receive a new replacement. This seems like they are using a template and this information should have been changed to new device.

  • 0 over 5 years ago

    I’m having the same issue with this device - I contacted Garmin support and they had me reset the watch, it worked for a few hours and the problem has returned.

  • 0 over 5 years ago

    I’m having the same issue with this device - I contacted Garmin support and they had me reset the watch, it worked for a few hours and the problem has returned.

  • 0 over 5 years ago

    I’m having the same issue with this device - I contacted Garmin support and they had me reset the watch, it worked for a few hours and the problem has returned.

  • 0 over 5 years ago in reply to chuckg63

    The first watch was sent to the retailer. They had no replacement with the same color and we're not able to estimate when it will be back available in store. I  with asked  for  refund. 

    I checked with another supplier and  they said that it was out of stock in Garmin side too.

    So we bought a black model instead. Seems to work ok this one. And it did not had this issue until now.

    You should replace it too.