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Pulse Ox not working + Heart Rate not working when Pulse Ox is turned on

Hey!

Got my 945 yesterday and set it up. Everything seemed to be working fine initially.

During the evening I went through some settings and turned on HRV Logging, Sleep/All-Day Pulse Ox, etc.

After this I noticed all heart rate data started displaying "--" with maybe one value every few minutes at best before going back to "--". Stress measurement started showing "Check watch fit" when trying to do a measurement and I was unable to get a single Pulse Ox reading during the whole evening. I went to sleep thinking it might just need some time to adjust.

I woke up with absolutely no sleep data or HR data for the night. After not getting more than a few blips of wrist heart rate data all morning regardless of restarts, different clock position on wrist, band tightness or even wrist side, I went back into the settings and tried turning off the Pulse Ox sensor. After this the heart rate reading updates reliably every few second and everything seems to work again.

I have now tried this multiple times to make sure. Turning on Pulse Ox in the Sensors menu makes all wrist heart rate measurements disappear and turning it off makes them work like normal again. No Pulse Ox readings have been captured at any point and can't be captured manually either.

Anyone have any info on this? Some known software issue, a faulty sensor, something else?

Software version 2.60 (2fa11e6). (EDIT: upgrading to 2.64 beta or downgrading to 2.50 does not help. Neither did 2.70.)

Lights on the back of the watch seem to work quite differently when Pulse Ox is on, cycling through a blink pattern if that is of any value, but I have nothing to compare to. (EDIT: took a video of it since it looks like the sensor in an endless reset loop: https://www.youtube.com/watch?v=EYEoq9d9KQ8 Local Garmin support said it does not look like what their test unit looks like)

Cheers!

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0 zepinho86 over 5 years ago in reply to Former Member

Fenix 6 just got announced. Does that counts?

0 Former Member over 5 years ago in reply to zepinho86

Can't see myself ever purchasing a Garmin again after having just replaced a 945 due to stuck buttons and now the pulse oximeter not working on the replacement . Also zero reply from customer center. But tried again to contact them.

0 allygraham over 5 years ago

What hardware revisions are people having the issues on? I received my 945 from Clever Training UK today, and the box says Rev D, and I am not seeing any issues with PulseOx. I have only had it a few hours though, but not failed to have HR and PulseOx.

Update: Had PulseOx and HR for sleep last night.

0 TehesFR over 5 years ago in reply to allygraham

I have rev C and it's not working

0 chrissg81 over 5 years ago in reply to TehesFR

Rev. C here as well. Not working....

0 1082722 over 5 years ago

Update: after a month of no resolution and no further updates from support or any aknowledgement from garmin in this thread I've now sent the device back as faulty.

Regarding hardware revisions, I am unable to check anymore but I think it was Rev C. Maybe the new revision mentioned here has a working sensor again? I'll follow this thread out of curiosity. Cheers everyone!

Such a shame, I really liked the watch otherwise.

0 allygraham over 5 years ago in reply to 1082722

It is a shame. When I received mine yesterday and it had Rev. D on the box, there was something in the back of my mind that thought people had mentioned Rev. C as a common factor for the fault, but I can not find anyone having talked about it, so I don't know where I got that idea from. I hope that if Rev. D solves the issue that people can maybe get an exchange if possible.

0 3851971 over 5 years ago in reply to allygraham

I have just sent mine back as pulseox didn't work and Garmin did not acknowledge that there was an issue even though I directed them to this forum twice. They did raise a ticket last week and asked me to be patient but it had already been best part of a month. Mine was a Rev. C.

0 Fanis over 5 years ago in reply to chrissg81

What are all these Rev A, B,C,D stand for?

0 kitenski over 5 years ago

Interesting I just tried switching on nighttime Pulse OX, and it has appeared to work fine and still measure HR whilst I sleep. Mine is a day 1 device, Rev A