Apple Watch 2 HR Sensor not working

Question

Level 1

6 points

Apple Watch 2 HR Sensor not working

I just received the stainless Apple Watch 2, unpacked it, synched it with my iPhone 6s + and the HR sensor doesn't work. I clicked on the HR application and it just times out. I also noticed there are no lights coming up at the bottom, hence why it's not reading my HR.

Also, the watch locks while on my wrist when it's not supposed to since I'm wearing it. I have to enter the passcode everytime.

I tried to restart the watch, then did a full reset and re-pair, still not working. By the look of it, it's an hardware issue. Honestly, I have been very disappointed with the quality of apple products lately.

I'm very disappointed, I should not have hardware issues when buying a 700$ (CAN) watch. I'm not even sure if I want it replaced, I might just get my money back at this point.

Anyone else has, or had this issue with the series 2?

David

Apple Watch Series 2, iOS 10.2

Posted on Dec 15, 2016 9:05 PM

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Answer 1

Jonathan UK

Level 10

164,015 points

Dec 16, 2016 2:55 AM in response to lumpycheese

Hi

The following steps may help:

Check that Wrist Detection is turned on and that, if passcode is enabled, you are unlocking your watch after placing it on your wrist

On your iPhone, in the Watch app, go to: My Watch (tab) > General > Wrist Detection - turn on.

On your iPhone, go to: Settings > Privacy > Motion & Fitness - check that both Fitness Tracking and Health are enabled.

On your iPhone, in the Watch app, go to: My Watch > Privacy > Motion & Fitness - turn on Fitness Tracking and Heart Rate.

Check that you are wearing your watch sufficiently snugly on the top of your wrist (if it is worn too loosely, your watch may believe that it has been removed from your wrist).

Wrist Detection can also be affected by temporary or permanent skin changes, such as by some wrist tattoos.

More information:

Your heart rate. What it means, and where on Apple Watch you’ll find it. - Apple Support

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Answer 2

Jonathan UK

Level 10

164,015 points

Dec 16, 2016 2:56 AM in response to lumpycheese

If the issue persists, then - given the other steps that you have already tried - I suggest that you contact Apple Support (mail-in service may be available), make a Genius Bar reservation or visit an Apple Authorised Service Provider with a view to arranging for your watch to be inspected and, if recommended, serviced / replaced under warranty:

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