Unable to take ECG readings on Sense

[Coors]

Trying to take an ECG and the Sense keeps telling I need to set up in the Fitbit app.  I have done so, but still tells me the same thing.  I have reset the Sense and still having issues.  Any ideas as to what the issue might be or how to fix the issue??  Thanks!

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi @Coors Welcome to the Community Forums.

Thanks for every step tried prior to posting. It's odd that you're getting that message and while you mentioned to have set it up, may I know if you've completed the Heart Rhythm Assessment? If not, please go to the Fitbit app and tap Discover > Health Assessments & Reports > Heart Rhythm Assessment and follow the instructions. After you complete the Heart Rhythm Assessment introduction, try taking an ECG reading.

If by any chance this issue persists, let me know your country of residence and the model of your phone. Also, take a picture of the message you're getting and attach it to your reply.

[RebaLee26]

I have the exact same problem. I'm beyond frustrated. This app is why I bought my Sense!

[Coors]

Thank you for your help! The app is now working properly!

*Sharon Ball*

[Rich_Laue]

@RebaLee26 have you followed the instructions an completed the Heart Assessment? 

[Coors]

Don't know what my issue was, but I can use the ECG in the app, now. I do
have a clear plastic cover on my Sense. I did have to remove it to use the
ECG.

[Rich_Laue]

Yes @Coors if the cover is covering the split brand around the watch face, then no ECG. 

[Cuka3305]

I have tried for anout 5 hours now to use the ECG app.  I have uninstalled the app and reinstalled 4 times.

The phone (Samsung Galaxy S8) says to go to the Sense to run scan.  Sense says set up on phone.  

I have followed each instruction,  I have gone to you tube for tutorials. I am baffled and frustrated.  

[Cuka3305]

Me too! 

[sfogarasi]

I have the same problem. Bought 2 of these and neither can do the ecg. Ive also followed the instructions but nothing workd, the watch keeps telling me to setup on the phone, which tells me that I havent taken the ecg yet !!!!!

[Cuka3305]

How do we get in touch with someone to help resolve this?

[Cuka3305]

It works now 🤷🏼‍:female_sign:
Maybe there needs to be info posted about wearing the device 3 nights
before it takes assessments.

[Rich_Laue]

When you go to the Heart Rate Assessment, mentioned above,   what errors did you get? 

[sfogarasi]

Ok, well on my galaxy note 9, it started to work after a restart of the phone. Just to note, simply resynching the phone and watch didn't work. Reinstalling the firbit app and the ecg app didn't work.

I'm guessing that some configuration isn't completed until the app really restarts and on the note 9, that needed a phone shutdown and restart. 

[LizzyFitbit]

Hi everyone. I'm glad to see you participating in the Community Forums. @Rich_Laue Thanks for your great help!

@Coors and @sfogarasi It's great that the ECG is now working on your Sense and thanks for sharing the steps that worked for you. I'm sure other members experiencing similar issues will find your posts very helpful.

@RebaLee26 and @Cuka3305 I'm sorry that you're having difficulties to get the ECG working on your watches. Because your post didn't mention, may I know if you removed the plastic cover on the back of your Sense? Also, did you complete the Heart Rhythm Assessment? Please try the steps posted above and once the assessment is completed, try taking an ECG reading on your watch. Make sure to wear your watch a finger’s width above your wrist bone as this will help your watch to detect your data correctly.

[RebaLee26]

Mine is working now. I futzed with a few things and reloaded my app and it works great!

[LizzyFitbit]

Hi @RebaLee26 I hope you're doing well.

Thanks for keeping me posted and for the steps tried on your own. I'm glad the ECG app is working well on your Sense and I hope you continue enjoying the Fitbit experience. Let me invite you to visit our Health & Wellness board where you can meet new people, share your story, find some fitness tips and more.

Have a good one! 😊