New Galaxy Watch does not count steps

[SweetiePie1982]

Hi! Just got my Galaxy Watch yesterday. And already today it stopped counting steps. It counted a little and then all together quit. I reset it multiple times and after the third time it counted 50 steps and quit again. Any one else is having this issue?

[Shields_M]

Samsung Watch Info:

Model Code (Full): SM-R800 

Baseband Version:  R800XXU1UBRJ4

Partnered Handset Info: (What type of phone the watch is connected to.)

Brand: Google 

Model Number: Pixel 2 XL

Android Version: (iOS Version where applicable) 9.0

my watch is not counting steps correctly. I have a lot lower than the Samsung health app on my phone shows when including steps counted by the phone 3705 vs 6557 when I have been wearing the watch and had the phone with me all day. This is disappointing for a premium device. I can walk around the house and the steps on the watch doesn’t go up at all.

[b16bb16b]

I just take latest update brj4 still the same problem
Note 9 says 7800 that I am sure is sure is close to reality than galaxy watch 4500

The problem is 1. The watch need 15-20 steps to start count so inside home or office you loose 20 and 20 and 20 steps that you going around.. Also if you keep something in your hand is not easy for the watch to recognise that you walking but for fitbit it is

A video on youtube

https://youtu.be/sk33oKbP_Ag

[SweetiePie1982]

Thank you for posting this video! I still don't understand how this device has over 4 stars on Best Buy...

[userjXwN5uAdQL]

Steps not count too. Please help rectify:

Samsung Watch Info:

Model Code (Full):  SM-R800 Galaxy Watch 46mm

Baseband Version:  R800XXU1BRH3

Partnered Handset Info: (What type of phone the watch is connected to.)

Brand: Samsung

Model Number: S7 Edge SM- G935FD

Android Version: (iOS Version where applicable)

8.0.0 (Baseband version G935FXXU2ERGC)

[userbRrPLNGbkk]

Hey guys, don't blame me but I'm using the new Galaxy Watch 42mm LTE together with an iPhone. Now how can I update the firmware? Theres is no update menu on the iOS App Galaxy Watch. No problem about serving Android first but really suppose you will bring the update feature to your iOS app too..?

[userGBzTvCoyMH]

Hi Cole, I tested it before the update, and after the update, I am still getting a bad count.

On a random day, before the update, I gave the Galaxy watch a 183 head start before I put the fitbit on, here are the results:

Fitbit: 3013

Galaxy: 2309

After the update, on this last saturday, I gave the galaxy a 473 head start, results:

Fitbit: 6698

Galaxy: 5387

My Info: Samsung Watch Info:

Model Code (Full): SM-R800

Baseband Version: R800XXU1UBRJ4

Partnered Handset Info:: Galaxy Note 9.

[b16bb16b]

I found also that when you are on exercise walk or run for example the watch most of the time can not read your heart rate that never happen on normal use so must have a bug

[Smokin_Circuits]

I have seen this as well. In the last two days my watch has also been repeatedly telling me to clean my sensor so that it can read HR.

Never had that issue before with any of my gears but my buddy's new iWatch is pretty sweet (although I hate the design) and at least works. These inaccuracies are quickly making this the worst product I've owned from Samsung and I had a Note 7.......

[Samsung_Stephanie]

Hey guys, thank you so much for keeping us updated with your info. If you have not already done so, please provide the information that @userGBzTvCoyMH and others have posted here in the thread. We're keeping in touch with our specialists on this and will update as soon as we know more. 

[userJmqUnldl4e]

I did a test of my own today. 

Have the 42mm watch; new bought yesterday with all the latest firmware updates applied. 

Step count at the end of the day :

Galaxy watch: 5720

Phone pedometer: 6998

That's near 20% off. Almost exactly what some testers on YouTube had reported in their tests.

I feel that unless Samsung can get to the bottom of this, the return rate is going to be exceptionally high..