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Unable to sync bluetooth Polar H10 Heart Rate monitor after security update

My wife's phone lost the ability to sync with the Polar H10 Heart Rate monitor first when she got the update. There was indication that the battery was low. We replaced it with the same results. This was after the her phone got the security update two days ago.

Then I got the update yesterday, and now my phone will not sync either. I unpaired the device and the phone does not even see it.

The equipment and the gym, and my laptop, can both see and pair with the device.

Verizon, or Google, messed up something.

Good time to upgrade to a phone from Motorola I guess. I am done with Verizon phones.

Comments

ca9779ot

I'm having the same problem with my Garmin Vivofit 2. It wouldn't sync so I unpaired and re-paired it....or tried to. The phone will NOT pair with the device. I've spent two days on the phone with Garmin and we've done EVERYTHING but replace the device. I had hoped SOMEONE from Verizon would answer this but the only response I've gotten was from a sales person who told me to take it to the store...where they can try to sell me a new phone I'm sure.

VERIZON why won't you answer this IF you can???

Verizon_Support

Sorry to see there is an issue with pairing the device after the update. Can you place the S5 in safe mode to let me know if it will allow you to pair?

https://www.verizonwireless.com/support/knowledge-base-97645/

TamaraH_VZW

If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

DFWdad

In Safe Mode, my phone can see and pair with the Polar H10.

The Polar Beat app is not available in Safe Mode so I could not test it.

While not in safe mode the H10 is visible when scanning for Bluetooth devices.

What does this mean?

Thanks for responding.

Verizon_Support

Thanks for this additional information about your device trying to be connected to use Bluetooth, DFWdad. Let me continue working on this issue and share with you what that message could mean. The message is referring to the device is ready for pairing. Have you tried to manually pair your Polar H10 Heart Rate monitor? Did you check with the manufacturer to see what settings you might need to make the best connection possible?

EdwinW_VZW

DFWdad

After resetting network connections, one of the many things I have tried, I have since reconnected a Bluetooth speaker and a Visio soundbar aND both are working great.

Polar provides their own app called Polar Beat to connect to the H10 Heart Rate monitor.

Seems to me that Safe Mode does more than just disable apps.

The other things that does not make sense about "other apps interferring". The device was working one day, then i got the security update, then the device showed offline to the app. How did the security update cause another app to start inteferring? I have not installed any new apps because my phone us low on memory.

DFWdad

Dear VZW responders, please tell me if I am wrong. It seems all you can do is read from a script of things to try. You don't seem to be able to do what we need:

- Research to see if Verizon technical people are even aware that there is trouble

- Research to see if anything is being done about it

- Report these issues to someone else in the company who can address these issues.

I encourage all of you customers to log on to your account on Verizon Wireless website, chat technical support, and reason with them until they open an incident. They did for me while saying they saw no other reports if trouble.

It seems that these community pages are just for us to sound off to each other.

Verizon_Support

DFWdad, we want to make sure that we get the heart rate monitor is syncing on the device without any issues. Since the most recent update on the phone, have you check the Google Play Store to make sure that the application that you're using for the heart rate monitor is up to date with the latest software from them?

KevinR_VZW

DFWdad

Yup. Check every day.

The update I am looking for is from Verizon, since it was Verizon that issued the update that made it quit working.

Any word on what Verizon changed to cause the issue?

DFWdad

Rejoice! The latest 8/1 security update, specifically to correct low energy Bluetooth problems, seems to be working!

My H10 sensor is connecting to the app again, and quickly.

And it required no update from the Polar app.

Wish Verizon could have at least acknowledged they were working on it.

RCS1210

I'm having this same issue as of 7/23/2020 update on my Galaxy S10. Any suggestions?

[Deleted User]

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Verizon_Support

RCS1210, we want to ensure you can sync your Heart Rate monitor as anticipated. We just need some additional details. Does your S10 still see your H10 as a paired device? If it does see it, are you receiving an error message when attempting to sync the device (please advise of what occurs when attempting to sync)? Have you tried clearing the cache from your app Settings for the Polar Beat app as shown here: https://www.verizon.com/support/knowledge-base-222904/

EbonyR_VZW

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