Question

Basic function (blood pressure measurement, initial setup, app usage) malfunction occurred

• Calibration operation could not be completed due to error message during calibration operation
• Error message occurred while measuring blood pressure with Galaxy Watch, unable to complete measurement
• Start measuring blood pressure with Galaxy Watch, but end halfway

Answer

A1) (If the customer did not provide the log data and screenshot, please take action as follows)

• To ensure a more accurate BP measurement, do the following:

1. Wear your Galaxy Watch on the same wrist as during the calibration and make sure the Galaxy Watch strap is snug around your wrist, but not too tight.
2. 30 minutes before doing the measurement, do not have any alcohol or caffeine, and do not smoke, exercise, or bathe.
3. Make sure your arm and wrist are dry and free of excessive perspiration or skin lotion. Do the measurement indoors in a quiet place.
4. Put a comfortable chair next to a table.
5. Sit in the chair with your back well-supported, your legs uncrossed, and your feet flat on the ground.
6. Let your hands and forearms rest on the table.
7. Rest in this position for at least 5 minutes before starting the measurement.
8. When you start the measurement, stay still and do not move your arm or talk while the Galaxy Watch takes the measurement.
9. During the measurement, breathe normally. Do not try to deepen or slow down your breath

If the problem persists despite the measurement as per the precautions, please send the log data along with the screenshot of the problem for accurate problem analysis and resolution. We will send the information to the relevant department for review.

< Please refer to the below process for obtaining log data >

Reproduction of issue on the watch > Samsung Health Monitor Apps on mobile > More menu > Contact us > Error reports > check "Send system log data" > Send

* Log data should be obtained immediately after reproducing the issue.

A2) (If the customer provided the log data and screenshot, please take action as follows)

I will send the information to the department in charge, analyze it, and answer it.

* Delivers screenshots and log data to Tier3 and respond to customers again based on Tier 3 analysis result.