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Galaxy active 2 watch- Not counting steps

(Topic created: 05-17-2022 09:43 AM)
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lbimson
Constellation
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Galaxy Watch

My Active 2 isn't counting most of my steps, I can be up walking around for hours and it keeps giving me the "time to get up and stretch" message. What can I do to fix?

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Samsung_Moderator
Community Manager
Community Manager
Options
Galaxy Watch

Thank you for reaching out. I can certainly understand your concern with your Galaxy active 2 not counting your steps and I would be happy to look into this for you. If the step and heart rate tracking features are not working properly on your watch, the watch band or strap may be too loose or the watch's software might need updating. However, a simple reboot may solve the problem. Give this link a try for troubleshooting steps to get a more accurate step count on your watch: https://www.samsung.com/us/support/troubleshooting/TSG01003204/

 

If you have tried the troubleshooting steps, and are still experiencing these symptoms, the next step would be a service repair.  If your device is out warranty I would recommend reaching out to our customer service team directly at 1-800-726-7864 to see what your options are for repair or to find out about the upgrade options we have available for your watch.

 

If you have an international watch, I would recommend reaching out to the support team in your area using this link: https://www.samsung.com/us/common/visitlocationsite.html  

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2 Replies
Who_Dis
Neutron Star
Options
Galaxy Watch

Reproduce issue then report to Wearable app > menu > contact us > error report
(report asap , ~30min is the maximum time you can wait, or the issue log will get over written).

If it's not a software issue, it could be sensor issue. In such case, visit authorized repair center for checkup

 

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Solution
Samsung_Moderator
Community Manager
Community Manager
Options
Galaxy Watch

Thank you for reaching out. I can certainly understand your concern with your Galaxy active 2 not counting your steps and I would be happy to look into this for you. If the step and heart rate tracking features are not working properly on your watch, the watch band or strap may be too loose or the watch's software might need updating. However, a simple reboot may solve the problem. Give this link a try for troubleshooting steps to get a more accurate step count on your watch: https://www.samsung.com/us/support/troubleshooting/TSG01003204/

 

If you have tried the troubleshooting steps, and are still experiencing these symptoms, the next step would be a service repair.  If your device is out warranty I would recommend reaching out to our customer service team directly at 1-800-726-7864 to see what your options are for repair or to find out about the upgrade options we have available for your watch.

 

If you have an international watch, I would recommend reaching out to the support team in your area using this link: https://www.samsung.com/us/common/visitlocationsite.html