Troubleshooting for Bluetooth randomly disconnecting on smartphone

Last Update Date : Oct 23. 2020

Please Note: The information on this page is for New Zealand products only. Sequences or settings will vary depending on location and/or where the product had been purchased. To be redirected to your local support page please click here.

If the device is connected but your phone isn't able to communicate with the bluetooth device, it is recommended to unpair and repair the two, If this doesn't resolve the issue there may be a problem with your devices software and this may need to be updated, or you may need to perform a Factory Data reset. 


Alternatively, you are able to take your device into any Samsung Authorised Repair Centre to be inspected.


To Unpair the devices follow the steps below: 

  1. Head into your Settings 
  2. Select Connections 
  3. Tap Bluetooth  
  4. Select cogwheel beside the connected device 
  5. Tap Unpair


Please Note: Connectivity issues may also stem from your Bluetooth accessory. In these instances, first try to connect your Bluetooth device to another smartphone to check and see if the issue persists. If the connection is stable with another smartphone, please try the following steps for troubleshooting.

Performing a Software UpdateClick to Expand
1 Open Settings on the device.
2 Tap About device
3 Select Software Update , and follow the prompts until you are asked to reset your device.

Please try pairing your Bluetooth device to your device. If you have successfully established a connection to your device and is no longer forgetting the paired Bluetooth device, you do not need to proceed to the next step.
If the problem persists, we suggest that you perform a Factory Data Reset.

Performing a Factory Data ResetClick to Expand
1 Back up all your content using Samsung Smart Switch on your PC or onto an external SD card (Only applicable if supported on your device).
2 Open Settings on the device
3 Select Back up and reset.
4 Select Factory data reset
5 Tap Reset device.

Once you've reset your device, pair it again with your Bluetooth accessory. The exact steps needed for your specific device may vary slightly depending on the your Android OS Version you may be running.

You can download the user manual from our Manuals & Downloads page. For all other queries or further technical assistance, please call Samsung Customer Care on 0800 726 786 or Live Chat with our Technical Team online, services are open 24 hours, 7 days.

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