Question

Not enough data

• Customer has followed the instructions (from CS guide, instructions for use, app UI, etc.) on how to use the feature and tried to use as instructed, but they keep getting "not enough data" notifications.

Answer 1

If the customer did not provide the log data, please take action as follows

For your watch to get enough blood-oxygen data to provide a result, please wear your watch snugly away from your wrist and sleep at least 4 hours. Please refer to the following instructions:

Reasons you might not get a result:

• You weren't asleep for long enough. At least 4 hours of sleep is needed.
• You moved in your sleep in ways that your watch detected as wakefulness, so it didn't detect 4 hours of sleep.
• Your watch was too close to your wrist bone.
• You wore your watch while taking a nap during the day.
• Skin pigmentation or low peripheral blood flow might prevent the optical sensor on your watch from getting a strong enough signal to analyze.

Things you can try:

• Make sure your skin is clean and dry.
• Clean the sensor on the back of your watch.
• Wear your watch snugly so it won't move around while you sleep.
• Wear the watch farther away from your wrist.
• If you have dense hair, a tattoo, or a scar on your wrist, try to reposition the watch to avoid those areas.

If the problem is not resolved despite the measurement as instruced, 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.

Answer 2

If the customer provided the log data, 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.