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userjtfN1Gxxy4
Constellation

Re: Galaxy Watch - Step Counter accuracy?

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@SamsungJecca is there a fix incoming for this or are you going to end up with a LOT of returns!

 

I'm assuming it is a software problem and  not the sensors on the watch?

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Samsung Moderator
Samsung Moderator

Re: Galaxy Watch - Step Counter accuracy?

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Thanks everyone for providing this information, we are currently looking into this and will report back once we have further information. Please note, if your device was not purchased in the US you will need to reach out to the support team in your area for assistance. 

 

For new posters, please provide the information Jecca listed. Thanks!


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usercdoAp46dEI
Cosmic Ray

Re: Galaxy Watch - Step Counter accuracy?

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@SamsungCole I really hope you are being honest when you say you're working on it because when we call or email Samsung tech support they know nothing about this issue. Everything just seems very weird.

 

I just got off the phone with customer service and the new issue is they can't help me because according to my SN I bought the watch on October, 1 2018! They are looking into it, but it just adds to my frustration with this whole thing!

 

Watch model number: sm-r810

Watch baseband / software version: tizen version 4.0.0.0

Type of phone connected to: Samsung Galaxy S8

Bluetooth or carrier version:  Bluetooth

 

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Re: Galaxy Watch - Step Counter accuracy?

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What?! This is crazy! I guess you might be a time traveler!

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Samsung Moderator
Samsung Moderator

Re: Galaxy Watch - Step Counter accuracy?

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We do our best to provide consistent support across all channels, but I can assure you that the mods here in the community have definitely escalated this so that we can research this further. This is one of our main threads of this issue so we will be posting here as soon as we have more information. 


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Re: Galaxy Watch - Step Counter accuracy?

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Thanks Cole,

Please add the heart rate, sleep tracker and floor count accuracy to the list.  Because along with step tracking all of the above mentioned things are not working accurately.

 

Thank you.

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Samsung Moderator
Samsung Moderator

Re: Galaxy Watch - Step Counter accuracy?

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All accounted for! Smiley Happy


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user9v6ryaqr6R
Asteroid

Re: Galaxy Watch - Step Counter accuracy?

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Any update on a solution?

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Re: Galaxy Watch - Step Counter accuracy?

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Hello,

After returning my 2 Galaxy Watches, because of failing to register steps, not counting steps I decided to test the sensors on my 3rd watch which also doesn't count steps correctly. The way you can do it is if you go to your PHONE DİALER  on your watch you can enter *#0*# this will bring you to a screen where you can select sensors then scroll down to gyroscope and click on SELF. This should self test your sensor.  I tested it before and usually PASSED but I tried testing several times and it would PASS and then FAİL! So you might need to test it several times. 

So far no one at Samsung suggested doing that! 

The moral of the story.... This is not a software issue!!! This is a manufacturing and quality control issue! 

Please post your results.

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