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Galaxy Watch 46mm Not counting steps


Received my galaxy watch on Friday but no matter what I do I cannot get the step counter to work properly, I've tried all the suggested things to fix the problem but nothing works, the step count is so intermittent or dosent work at all. 


If I get up and walk around it counts nothing, jog up the stairs and it starts counting, sit down and get up again and the watch stops counting. 


I've seen alot of posts with people with the same problem and all of them returning there watches, I love the watch and don't really want to return it if it's a software issue that can be fixed.


Anyone else UK having the same issue

564 REPLIES 564

@GaryBrett wrote:





UA Record is very bad. Cannot sync with S Health. Doesn't record sleep or steps from S Health. The app on the watch is bad too.

Looks like a customer support rep has confirmed that the watch only starts counting after you've taken a few steps:

"When you start to measure your step, the step tracker monitors your steps and displays your step account after a brief delay because your Galaxy Watch accurately recognizes your movement after you walk for a while. Also, for an accurate step count, you may experience a brief delay before the pop-up window indicates that a certain goal has been reached."

So, apart from an understandable delay on the display, the watch doesn't intentionally recognise short walks and dismisses them.

If this is actually the case it's probably a software issue and Samsung's algorithm is not up to the task, but I can't see a fix coming soon. They seem to be quite happy with the way they've done it.

it's very frustrating as it seems a simple thing that should work!

return it while you can. They asked me to ship to a service centre twice. Nothing changed, and I tried to return it to learn that the warranty only allows 15 days for returns. They had it for 10 days "fixing" it, I only have had it for 7. They do kot care about their costumers, I'm a huge Samsung fan, but this has been one of the worst experiences with a company. Not buying Samsung again

Hello to the step-counting community


Just to give my additional input, I returned mine and got a new one sent out about 4 weeks later, and it is a HUGE improvement. The steps now count much more accurately, as does the sleep seem to (though still a bit iffy with deep sleep, but I'm not as fussed about that, you soon get to know whether you're get more or less than the sleep it DOES record). Floor counting is still a bit weird, I'd love to know how that part calculates the data.


Not one single time has it told me to clean the sensor on this watch - the old one would say it frequently, especially when manually checking my HR.


So, it was a pain in the **** but I am glad I sent it back for a new one.  It hasn't seemed to offer me a software update yet - out of the box this one was running R800XXU1BRJ4

Please keep us posted, I am at the service centre right now. 

I reset the watch and deleted related apps off my phone yesterday night .

This morning started great counting the steps, but it went back to missing most of them after a couple of hours. Really weird.


Got about a week left to return mine, have to say love the watch.....BUT!....Yeah the health/fitness tracking is a joke!


One of the main reasons I purchased the ***** thing, example todays steps GW-2356 / FB-6253, and a few days ago HR recorded GW-56-210bpm / FB-55-139bpm.


Is this gonna get sorted or what ? 


Also saw Samsung replying to Amazon reviews too, playing dumb when they know full well there is a big problem with the health /fitness tracking of the watch 😞


Its going in the draw for a week now, then see if there is an update  to fix, if not its going back.


Shame cause if it's fully working I defo prefer to the apple watch which is pretty good.

A forum moderator of the US website has told me that their specialist team is looking into it, whereas a samsung customer service representative in Liverpool's Samsung experience store has told me that they are not aware of any hardware issue. 

I wouldn't put my money on a solution atm, I'm stuck with mine and I scratched it against a radiator, so I can't even sell it out for a decent money.

Terrible company communication policy and my last Samsung product.

I had first watch replaced after around two weeks. Then I got the replacement, same issue. It wasn't counting the steps correctly. I contacted Samsung support, they were checking it remotely through my phone. It turned out that HR was completely messed up! We checked it against the phone and my Garmin; Galaxy watch was showing somehting like 115, whereas both phone and Vivoactive showed around 58. I was told to take the watch to a Samsung Repair Center. When I got there, the person handling my case told me straight away the sensors are busted and they have to replace the motherboard. From what I understood they have repaired quite a few of them, service center is fully aware of the issue.  So my watch was left with them, I'm waiting for the collection date. I was also waiting for the firmware update but I was told straight away this will not help as it's hardware related. I hope this clarifies it a bit. I'll post an update once I get the watch back. I'll give a week or so to see if there is a difference.



Please let us know how it all ends up when you get your watch fixed.

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