Heart rate not detected
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@leafs93 you should send logs ASAP after it happens.
You can do so from the app, at the bottom of your profile page (the user icon at the bottom right). -
It has happened to me twice more, always with the watch on the nightstand (I don’t use it to sleep). When I put it on in the morning, the optical pulse sensor does not turn on and I have to reset.
I just sent the logs to SUUNTO. -
@Luis-Andés-Olmedo Can you PM me and provide the time you sent logs, the date (I am in the US so we are a few hours apart likely) and the email you use to log into the Suunto app. I will file a bug report.
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@Brad_Olwin said in Heart rate not detected:
@Luis-Andés-Olmedo Can you PM me and provide the time you sent logs, the date (I am in the US so we are a few hours apart likely) and the email you use to log into the Suunto app. I will file a bug report.
Done, thank you
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It happened again tonight (two nights in a row). When a I take the watch from the nightstand the OHR does not activate.
I reset and sent logs again (8:33 CET)
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@Luis-Andés-Olmedo If you want to you could try a hard reset, you will lose accumulated data and custom sport modes.
Do you have HRV turned on? Or Sleep Tracking turned on? If you are not measuring at night those should be off. -
@Brad_Olwin said in Heart rate not detected:
@Luis-Andés-Olmedo If you want to you could try a hard reset, you will lose accumulated data and custom sport modes.
Do you have HRV turned on? Or Sleep Tracking turned on? If you are not measuring at night those should be off.HRV and Sleep tracking are off. I wouldn’t like to do a hard reset and reconfigure everything…
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@Luis-Andés-Olmedo I have not received feedback yet about the bug report.
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@Brad_Olwin said in Heart rate not detected:
@Luis-Andés-Olmedo I have not received feedback yet about the bug report.
Thank you
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@Luis-Andés-Olmedo exactly the same for me. Seems like the sensor will stop detecting HR if you don’t wear it continuously. Anyways I was in contact with support team as advised by someone here, sent in my watch for repair and they sent a replacement set to me. I just got it back 2 days back . So far so good, but will monitor again
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@leafs93 said in Heart rate not detected:
@Luis-Andés-Olmedo exactly the same for me. Seems like the sensor will stop detecting HR if you don’t wear it continuously. Anyways I was in contact with support team as advised by someone here, sent in my watch for repair and they sent a replacement set to me. I just got it back 2 days back . So far so good, but will monitor again
Thank you. Happened again tonight 🧐. A bit tired already
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@Luis-Andés-Olmedo sorry to hear that… I believe this should be an hardware issue or suunto will not be sending me a replacement watch. Maybe you can get in touch with support and send in your watch . All in, took me just slightly more than a week to get my watch back. Kudos to the suunto for being really efficient!
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@leafs93 said in Heart rate not detected:
@Luis-Andés-Olmedo sorry to hear that… I believe this should be an hardware issue or suunto will not be sending me a replacement watch. Maybe you can get in touch with support and send in your watch . All in, took me just slightly more than a week to get my watch back. Kudos to the suunto for being really efficient!
Thank you! I am considering to do that (did you contact suunto support here on the forum or any other way?).
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@Brad_Olwin it happened again the last two nights (logs sent to Suunto both days)
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@Luis-Andés-Olmedo I contacted support using the suunto app… they then advised me to send in my watch, gave me a link to do so.
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@leafs93 said in Heart rate not detected:
@Luis-Andés-Olmedo I contacted support using the suunto app… they then advised me to send in my watch, gave me a link to do so.
Thank you! I’ll do it
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@Luis-Andés-Olmedo I agree, contacting via chat in the app has been good for me. I had a defective Suunto Wing and it was replaced quickly.
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So I did it and they asked me to sent the watch to Suunto. I will do it this week…
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My race is departing from Munich today… let’s see how long it takes to have it back (although I honestly doubt it is a HW issue but SW one)
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@Luis-Andés-Olmedo said in Heart rate not detected:
My race is departing from Munich today… let’s see how long it takes to have it back (although I honestly doubt it is a HW issue but SW one)
Suunto has already received the watch, they say estimated time for repair is 20 days :(.
