Since my Watch6 Classic (SM-R950) updated to One UI 6.0 (Wear OS 5.0) last December, it consistently fails to track lengths correctly when I go for a swim at the local pool. I can swim 10 lengths but it will only record less than half of them ( 3 or 4). I can then swim another 10 lengths but it might record 8 of them! I normally swim 40 lengths and I'm lucky if it records more than 50% of them.
I have already done a factory reset but this did not revert to the previous OS version and there seems to be no way of doing this.
I contacted Samsung via the Members app when it first happened but they have been no use whatsoever despite chasing them multiple times for nearly 6 months and all they can say is "our experts are looking into this".
I have tried:
1. Ensuring my watch is fully charged before my swim
2. Restarting my watch before my swim
3. Starting my workout 5 minutes before getting in the pool instead of at the exact moment I start to swim
4. Different degrees of how tight my watch is on my wrist
5. Being more 'pronounced' when I reach the end of one length and start the next
None of the above have improved things. The annoying thing is it was almost perfect at recording lengths before the update!
I'm really angry that something that used to work is now pathetically bad and my expensive watch is no use at doing something it should easily be able to do.
Any suggestions or similar experiences would be good please!
A factory reset will never revert to the previous operating system. You cannot roll back an update. When you say you contacted Samsung support via the members app, was it a submission of an error report, or text support? If you have not put in an error report and uploaded your logs, use that method. Try another reset/restore, as sometimes a second reset does the trick. The problem could possibly lie with the health app itself, make sure you have the most recent version for both the watch and the phone.
I tried to send the logs but I don't know how to get them from my watch as when I choose my watch from 'My products' all I see is 'Maintenance mode'. When I choose my S24 I can see 'Send feedback' so that's the only option I could use! Samsung asked me to send an error report within 15 minutes of the issue occurring - my response to that was "How am I supposed to do that when I'm still in my swimming trunks at the pool without my phone?!?". Surely the watch can store more than 15 minutes' worth of log files, but how on earth do I access them?
I've reset my watch at least twice, probably 3 times actually!
Samsung Health on my watch is version 6.29.8.001 (via Galaxy Wearable) and on my phone it's 6.30.1.003.
The watch logs are embedded in the phone logs. Therefore, you cannot send feedback or logs directly from the watch. Your feedback category should have been "accessory". In any case, sending the log will include the phone and watch logs.
Ah OK, thanks. I don't think I chose Accessory. Looks like I chose Others.
I went swimming yesterday and had the same issue. How can I check whether the logs still cover that period of time or whether they've been superseded by now?
It doesn't matter that much if you chose the wrong category, the complete log gets collected and uploaded. The reason for the category is so that it gets immediately directed to the right team. The wrong category may cause delays getting it routed correctly. Sometimes you just don't know what category to put it in because it could be either the app or the device, so you can choose one or the other or just "others"
That sounds really frustrating. You’ve probably already checked this, but just in case—it might be worth double-checking that the pool swim setting is set to yards, not meters. I’ve had similar issues when the distance wasn’t set correctly, and switching it fixed the lap count for me.
Hope it helps, even if it’s something you’ve already tried.
Pools are usually measured metrically universally. I don't know the length of my pool, so I keep it set at the lowest, which is 25m. All my splits are calculated correctly, as the watch knows when I turn. What does not get counted accurately (because of the unknown length of the pool), is the total distance swam. Fortunately, I am not a serious trainer and the distance does not matter to me except for bragging rights. I only use two metrics, time and HR. I swim for an hour, however many laps or distance that actually turns out to be.
BTW, you have ended up in the U.S. forum where the focus is on U.S. devices and apps. You may be better served by a community in your region, as hardware and software differs between countries.
I didn't think there was a UK forum, but even so I didn't think this would be a problem specific to UK watches so thought it best to cast my net more widely so to speak!
