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Asteroid

Re: Galaxy Watch not counting floors

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My Galaxy Watch (SM-R810, 42mm, Bluetooth) worked really well for a few months and I was really pleased... but...

Several weeks ago it stopped counting floors.

Have tried the various (non) solutions posted in the many threads on this issue but clearly the product has basic flaw/s that render it unreliable.

No idea if fault is related to one of the very regular software updates. I use a basic watch face so doesn't seem to relate to watch face complexity, it has never even sniffed water and really only tells time & warns me of phone calls, text messages & email.

Resetting has been the only partly responsive course of action.

1st reset saw the floor counting resume, accurately, but stopped again within 48hrs.

2nd reset saw floor counting resume, but this time it started counting random multiples for each floor climbed.

3rd reset saw same issue as 2nd but told me I'd climbed an average of 64 floors per day over 3 days. No wonder my knees are sore. Smiley Sad

Reset yet again a few hours ago, so far so good but it's time has come.

Unfortunately if fails again it will have to go straight back to the Samsung store.

 

update:  Not even a full reset helps anymore so this faulty product will be going back to the Samsung store asap.

Pity, but I didn't buy it to "maybe" work.

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Asteroid

Re: Galaxy Watch not counting floors

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For years my Galaxy watch wouldn't count stairs/floors and the reason appeared to be that 3 meters (10ft UK/USA) international standard floor height as Samsung Galaxy user guide clearly states (most house floors are less than 3 meters). But, after the most recent software update, my watch started counting floors perfectly, so I thought Samsung must have changed the software to 0.9 mtrs (9 ft) or less and was very happy.  But after a week it stopped counting household floors; however, so far I've found that, at morning wake-up, doing a two-button reset and freshly calibrating the altimeter gives me accurate floor counting all day.  C'mon Samsung, sort this frustrating bug.

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Asteroid

Re: Galaxy Watch not counting floors

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Well, what a nightmare it's been so far dealing with Samsung Support.

The Samsung Store took my faulty watch to be fixed, Samsung Support sent it back with No Fault Found.

And yes, it did work again for a day or two.  More resets, more weird (or no) floor counts.

Contacted Samsung Support again, they said send it back again, log it via web site.

Alas Samsung login doesn't work on the Support Site, so yet another fail.

Multiple emails (with weeks in-between) and zero response from Samsung Support.

Seems clear the fault is a widespread hardware fault as it randomly worked one morning, counted 6 floors then clapped out again, so zero to do with software.

Think I'll give Samsung Support a final try in a few days before contacting the Australian Competition & Consumer Comission to exercise Australian Consumer Law.

As a multiple Samsung device owner (Laptop, phones, watch & even whitegoods) I can't express how deeply disappointed I am with this issue and the poor service.

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Samsung Moderator
Samsung Moderator

Re: Galaxy Watch not counting floors

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I apologize but you have reached technical support for products manufactured for usage in the United States. Please visit http://bit.ly/1hx8mtb to find your country's support page.



Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.



Please note, notification emails are a DO NOT REPLY address, you must log-in on the community page in order to respond.

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Asteroid

Re: Galaxy Watch not counting floors

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Sorry but a very substantial number of American customers are having this very same issue so your apology for releasing a defective product globally is not relly worth much is it.
Perhaps instead of deflecting or ignoring Samsung could work to fix the issue?

If Samsung had worked on a fix in the 1st place I would likely have remained a fan boi, but I guess the decision was made "up the line" to just deflect & ignore.

Well, with a Samsung laptop overdue for replacement, several Galaxy phones due plus Samsung whitegoods in the house, this is one ex fan who will not be backward in now letting as many others as possible know of Samsung's failings.

Hope you think it was worth it.

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Astronaut

Re: Galaxy Watch not counting floors

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Dear Galaxy Watch owners

 

I have solved this riddle, and it is so simple its laugheable, but it works, and I can confirm it keeps working.

 

Coming From an Apple4 watch, Fitbit Ionic, Garmin Venu, Hauwei GT2, and eventually Samsung Galaxy, I was frustrated and perplexed, as I have the added hurdle of navigating through iOs on my Apple 11 Pro Max, but since the watch itself captures the data, I knws I had to focus there.

 

Here is the tech bit:

Previous gen Barometric sensors counted 9 feet as a flight of stairs, and newer ones 10 feet of continiuous, normal side swining arms moving upwards through 10 feet.

This is weid I know, but because you only do 8 to 9 feet in the US per flight of stairs, the next flat step canceles the flight, and you dont get a count.  

 

So the solution is walk(run)whatever, up the flight of stairs, swing arms nomally, dont look at your watch, as you reach the top of the flight, do a "hurrah" lift of your arms, et voila, a few seconds later the flight appear as a "count" on your watch.

 

Insane, I know, but it works, because by liftin your arms above your head, you add the extra foot or two it needs to count the flight

 

Have fun out there

 

PS, Garmin Venu owners, te same solution applies, tried it and it works..

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Constellation

Re: Galaxy Watch not counting floors

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@Muscadel wrote:

Dear Galaxy Watch owners

 

I have solved this riddle, and it is so simple its laugheable, but it works, and I can confirm it keeps working.

 

Coming From an Apple4 watch, Fitbit Ionic, Garmin Venu, Hauwei GT2, and eventually Samsung Galaxy, I was frustrated and perplexed, as I have the added hurdle of navigating through iOs on my Apple 11 Pro Max, but since the watch itself captures the data, I knws I had to focus there.

 

Here is the tech bit:

Previous gen Barometric sensors counted 9 feet as a flight of stairs, and newer ones 10 feet of continiuous, normal side swining arms moving upwards through 10 feet.

This is weid I know, but because you only do 8 to 9 feet in the US per flight of stairs, the next flat step canceles the flight, and you dont get a count.  

 

So the solution is walk(run)whatever, up the flight of stairs, swing arms nomally, dont look at your watch, as you reach the top of the flight, do a "hurrah" lift of your arms, et voila, a few seconds later the flight appear as a "count" on your watch.

 

Insane, I know, but it works, because by liftin your arms above your head, you add the extra foot or two it needs to count the flight

 

Have fun out there

 

PS, Garmin Venu owners, te same solution applies, tried it and it works..


You Sir are a genious!  This has litteraly been bothering me for weeks as I have not been able to get flights since being at work (probably counted because there were multiple flights in a row I needed to climb).  The additional "step and arm raise" at home has done it!!! Thank you!!!

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Constellation

Re: Galaxy Watch not counting floors

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Thank you very much for figuring out the issue. This is the best "bandaid" fix so far... truly samsung needs a step counter settings screen so we can adjust the metrics on what counts as a "floor" in our area so we can log our steps with this super pricey watch without looking like we are trying to re-enact Sylvester Stalone reaching the top of the stairs from the movie Rocky every day!

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Cosmic Ray

Re: Galaxy Watch not counting floors

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Smiley Sad No, does not work for me. I see flights counted on prior days so it occasionally does count them. It looks to me like its based on how many stairs as was discussed in this thread.

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Astronaut

Re: Galaxy Watch not counting floors

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I tried this method and it didn't work until I installed the Alti-Barometer app on my Active 2.  Had it calibrate and now it works.  Feel kind of dumb having to lift my arms up like I am celebrating making it to the top of the steps everytime but at least it works now.

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