I too, am having this problem with my new Galaxy Watch Active that I actually returned and was given a new one. The problem persisted. As with the previous response, I was unable to clear the Cache/Data with the directions you gave as the 3 dots are not present. I was however, able to clear the Cache / Data from my phone through Gear Wear by clicking on Storage under About Watch and clicking on "Clean Now" . This however, did not solve the problem.
Although I am not an IT person, I do have some common sense. Yesterday, we went for a 4 mile hike - 2 of which were mostly uphill. My watch tracked floors flawlessly registering 74 flights of stairs. Thinking for some reason, my watch was "fixed", I returned home to find that even though I went up and down the basement stairs (14 in all) several times, my floor counter remained at 74! Now I don't think it takes a genius to see that since I was doing a steep climb during my hike and the counter worked properly, yet when I got home and did a normal flight of stairs, it didn't. Given this information, I would think that if you change the incline gradient to register for a less steep climb, then upgrade the system, your problem with the floor tracker would be solved.
Hope this helps and gives us a "fix" to this problem soon or I may be going back to a Fitbit that does properly track floors. Thank you!
I have the same problem in the brandnew Active 2, is very frustating and disapoiting. I do the troubleshooting and nothing still the same problem. 4 days and the same and my job have 2 floor that i in constant up and down and the Active 2 only count 1 floor. Seriously. And i connect in Note 8
Why do they continually give the same answer time and time again even though everyone says it does not work. I have an S10 and the gear rose gold watch and mine never counts floors either. I have 20 steps up to my front door I go up and down 20 times a day and it never counts a single floor or step climbed. It seems to be fairly accurate with step count but never with stairs climbed. Is there an actual solution to this problem and not the same canned reply that does not work?? I am also using S Health and have Samsung Gear rose gold watch and Samsung S9+ phone