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New Galaxy Watch does not count steps

(Topic created: 11-13-2018 12:59 AM)
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Galaxy Watch

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?

446 Replies
usere9iAdHGWu1
Asteroid
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Galaxy Watch

@ReproOne wrote:

I tried customer care and supervisors, but sadly I returned the watch today. I hope they finally fix the step counter and heart rate, but I couldn't justify the cost for a watch with issues not being addressed.


They deserve it for their non-existent communication policy. A forum moderator has told me that their specialist team is looking into it, whereas a samsung customer service representative has told me that they are not aware of any hardware issue. 

If they are really looking into it they should just acknowledge it, say they'll come up with a fix via an update, apologise, work hard on it and deliver a solution.

You might have kept your watch this way. 

But that moderator might not be telling the truth or they might not have a clue how to fix it.

Horrible company policy anyway. I'm stuck with my malfunctioning watch, but I know for sure this is my last samsung product.

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userS6BKyxK190
Astronaut
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Galaxy Watch

I love all the phone features of the watch but the fitness part is lacking which is sad. Have to choose between getting bells n whistles of phone or accurate fitness tracking thru Fitbit or Garmin uggh. 

userXBwgP3mc00
Asteroid
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Galaxy Watch

My watch is also not counting steps or stairs and is highly inaccurate for bike and hiking  ... reset, rebooted and get the same results. Chatted with support they told me to factory reset - did not help.    They also suggested there may be a "factory defect" and to send it in for repair. This is a new watch - I think return is more appropriate than repair.

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Rob K
Cosmic Ray
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Galaxy Watch

At this point a recall may seem more like the way you go....

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userXBwgP3mc00
Asteroid
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Galaxy Watch

Same problem - no stairs count and erratic and inaccurate steps.  Called support tried futile things like reboot, reset and cleared cache. No go - same results.  Samsung, I think we have a problem.  

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SamsungLarryK
Samsung Moderator
Samsung Moderator
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Galaxy Watch

The pedometer and heart rate sensor may not work properly on some watches with a specific software version. The issue will be resolved by a software update. For a temporary solution, reboot the watch when the problem is detected, and then disable the Elliptical trainer and Rowing machine setting. (The menu options may vary by the watch.)

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userm3JXbNvjQ4
Astronaut
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Galaxy Watch

So when will the update be issued... Will it fix the poor/ non existent sleep tracking as well???

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useraJGhxAkxlx
Constellation
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Galaxy Watch

Just come out today in the UK and having the same issue. Turned off all automatic detection (as suggested in one of the threads) and started working but not accurately. Samsung we need an update please as I actually use the automatic detection at lot.

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userLE9Zk2P0iW
Constellation
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Galaxy Watch

I have the same problem. I just went shopping at both costco and king soopers and walked around both stores for quite a long time. I had my phone on me and through Samsung Health for steps on my phone it says I have 4701 steps, my watch however only has my step count at 749. So I thought I would do a test when I got home and it gave me very little steps at all and then would just quit counting them completly. So frustrating that I just paid a ton of money for something that doesn't work right. 

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userSSKbJ06HRG
Astronaut
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Galaxy Watch

Mine doesn't either. You would think it would work properly being its a $350.00 watch! Very disappointing!

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