Galaxy Watch Active 2 - inaccurate elevation reported at times in hiking mode

[mg82]

Has anyone else had issues with the Samsung Galaxy Watch Active 2 where the current elevation shown in hiking mode is inaccurate? I first noticed this on a recent hike where a sign at the top of the mountain reported the elevation as 1692m, but when I looked at my watch it was showing 1790m (almost 100m higher). Thinking this was odd I checked on my phone (Samsung Galaxy S9) as well as my partner's Apple Watch SE and they both reported 1692m, so it was just my watch that was incorrect. After the hike I performed a factory reset on the watch as it was an open box purchase and I thought this would be a good first troubleshooting step.

Since then I have done some more testing and it seems that the elevation reported by the watch in hiking mode is sometimes higher than the actual elevation. I think it becomes more inaccurate at high elevations, I've done some tests at lower elevations closer to sea level and it seems to be more accurate. In some cases it seems to be more accurate if it is connected to my phone via Bluetooth (I believe the watch will use the phone's GPS when connected to it depending on how the location settings in the watch are set) but this seems to only be the case if my phone has a connection to the mobile network. If my phone does not have a mobile network connection, the watch seems to report inaccurate elevation data the same as when it is not connected to the phone. An example of this would be a test I did this past weekend from a mountain top at 2000m elevation. The watch was reporting 2048m elevation when not connected to my phone, but when connected to my phone via Bluetooth it showed a closer to accurate elevation of 2015m. However when I shut off the mobile network connection on the phone (I was trying to simulate situations where I am somewhere with no cell coverage) the elevation on the watch was again reported as 2048m, even though it was still connected to my phone. An app running on the phone at the time was accurately reporting the elevation as 2000m so I know the phone was getting accurate GPS data without the mobile network connection. I tried this test multiple times with the location setting on the watch set to "GPS and wireless networks", "GPS", and "wireless networks". It didn't seem to make a difference which of the settings I was using, the results were always the same (inaccurate elevation reported on the watch when it was not connected to the phone and when it was connected to the phone while the phone had no mobile network connection, more accurate elevation reported when connected to the phone if the phone had a connection to the mobile network). Also, I did check the "high location accuracy" option in the watch settings and it is enabled.

I'm not sure why the phone seems to need to have a mobile network connection in order to get accurate elevation data on the watch. GPS on the phone will work without a mobile network connection. I'm also not sure why I'm not always getting accurate elevation info when the watch is using its built-in GPS. The location I was testing from was an open area, I was not under any trees or close to any other mountains and it was a nice day weather wise with clear skies. I would expect that the built-in GPS in the watch should be able to provide accurate data in these conditions.

I'm just wondering if anyone else has had this issue or would know what could be going on here. I don't know if it's an issue with this watch specifically (like some sort of hardware issue with the GPS), if it's a software bug (the watch is running the latest software version), or something else. I would appreciate any help or suggestions.

Thanks.

[Georgine]

Hi, Welcome to the Samsung Members Community Canada. By connecting with a mobile phone with Galaxy Watch Active2, we can get satellite data, reference time, and location from a location-related server for improving the accuracy of GPS information and quick location display. And this data including reference time and location is up to date while connecting with mobile phones. However, if the connection is lost, the valid date of these data is just one day.

Accordingly, if the Galaxy Watch Active 2 is disconnected from the smartphone and time passes more than one day, your location may be less accurate and location searching may take longer (about 2-3 minutes) than usual.

Anyway, to prevent any inconvenience that consumers might experience Samsung will release a new Software version(BSI9 or later) in early October.

*In the case of NA and Germany, a new version(BSI9) is already available on market. Therefore please check for updates to your device SW regularly via FOTA.

Before new software updating, please reset location data on the following path when a problem occurs.

1. Restart Galaxy Watch Active 2.

2. Connect with your smartphone. (Must be connected to the mobile network)

3. After the Galaxy Watch and smartphone are connected, the guide data will be downloaded automatically.

4. Run an app using GPS like Google Map to check that your location is correct or not.

[mg82]

Hi Georgina, thank you for for your response and for the information you provided. My watch is always connected to my phone, it has never been disconnected from it for an entire day or more. I was only disconnecting the watch from the phone briefly for my tests, in order to try to determine why I am getting an inaccurate elevation shown on the watch at times.

If the issue is related to not having a mobile network connection on the phone, should the watch still not be able to get accurate GPS and elevation data from the GPS satellites using it's GPS capabilities? My phone and every other GPS capable device I've ever used has been able to do this. I understand that it could take a few minutes to obtain the data if it's relying exclusively on the GPS satellites, but should it not still be accurate once it's obtained the data? Even after some time has passed after starting hiking mode on the watch, this GPS inaccuracy issue does not seem to resolve.

Regarding the software, I am in North America (Canada) and have been regularly checking for updates, and am informed I have the latest version. The software version on the watch is R820XXU1DUE3/R820OXA1DUE3.

[Georgine]

Hi, We suggest you get the device examined by the technician to get it repaired. I request you please reach out to live chat support by using the link below and they will help you with the service ticket. Please make sure you keep the pictures and BOS(Bill Of Sale) handy for review. www.samsung.com/ca/livechat Samsung is offering Door to Door service:

For In-warranty: We will arrange a convenient and safe pick-up service solution at your home. Contact us at 1-800-SAMSUNG, LIVE CHAT or text WECARE (932273) and we will assist in diagnosing your device through Samsung Remote Service. We will also arrange service pick-up and delivery if repair is required and will clean your product prior to delivery. If service pick-up is required, you will receive a FedEx shipping waybill from our agents via email. Once you have received your waybill, please schedule a convenient pick-up time for your device at your home by calling FedEx at 1-800-GoFedEx (1-800-463-3339). The health and safety of our customers, employees and partners remain our top priority. For all services requiring pick-up and delivery, please see https://www.fedex.com/en-ca/coronavirus.html for details on how FedEx is responding to COVID-19. Samsung will pay for the cost of shipping by FedEx from your home to the service centre and from the service back to your home. For repairs that are under the manufacturer’s warranty, there is no charge for the service to perform the repair for In-Warranty devices.

For repairs that are Out-of-Warranty, our Authorized Service Centre will determine the repair required and contact you with a repair quote and you will pay the service centre directly. In certain circumstances, an inspection fee may apply for any refused repair quotations. Samsung provides 12 months of warranty from the date of purchase, physical and liquid damages are not covered under warranty.