Troubleshooting Guide for Samsung Galaxy Watch

Last Update Date : Nov 16. 2018

If you have run into issue with your Galaxy Watch, read on for some of the common issues below:

Troubleshooting Guide

Galaxy Watch does not turn on Click to Expand

If the battery is completely discharged, the Galaxy Watch cannot be turned on immediately when the charger is connected.

Allow a depleted battery to charge for a few minutes before turning on. Use the charger to charge the battery before using it for the first time.


Use only Samsung-approved chargers, batteries, and cables. Unapproved chargers or cables can cause the battery to explode or damage the Watch.
 

And, before charging the battery, ensure that the charging terminals of the Watch and the wireless charger dock are free of foreign material, such as sweat, liquid, or dust. Clean the charging terminals with a soft dry cloth.

 

If device is not turned on after charging for a enough periods, please visit Samsung Service Centre with your device for further assistance.

Cannot locate Galaxy Watch with another bluetooth deviceClick to Expand

You can connect the Bluetooth headset to listen to music and have a phone conversations through it.

If the Bluetooth headset cannot locate your Galaxy Watch, follow these steps:
 

• Ensure that the Bluetooth wireless feature is activated on your Galaxy Watch

• Reset your Galaxy Watch and try again

• Ensure that your Galaxy Watch and the other Bluetooth device are within the Bluetooth connection range (10 m). The distance may vary depending on the environment the devices are used in

• Restart both devices and launch the Galaxy Wearable App on the Mobile Device again

 

If the tips above do not solve the problem, visit a Samsung Service Centre with your device for further assistance.

Battery depletes fastClick to Expand

When the Galaxy Watch or the battery is exposed to very hot/cold temperatures, the usual charge may be reduced. Also, battery consumption increases when you use Apps that will take up more energy.

 

If you're using LTE Galaxy Watch (SM-R805 or R815) on BT mode and without mobile network connection, set the mobile network to Always off to save battery power.

1 Tap Settings
2 Tap Connections
Tap Connections
3 Tap Mobile networks
Tap Mobile networks
4 Tap Mobile networks again
Tap Mobile networks
5 Tap Always off
Tap Always off
6 Confirm to turn off Mobile network
Confirm turn off mobile networks
7 Mobile network is turned off
Mobile networks turned off
Calls are not connectedClick to Expand

If you are facing issue to connect calls, follow these steps:

• Ensure that your Galaxy Watch is connected to a Mobile Device via Bluetooth. If your Galaxy Watch is connected to your Mobile Device remotely, you cannot receive incoming calls

• Ensure that your Mobile Device and Galaxy Watch have accessed the right cellular network

• Ensure that you have not set call barring for the incoming phone number on the Mobile Device and Galaxy Watch

• Ensure that you have not set call barring for the phone number you are dialing on the Mobile Device and Galaxy Watch

• Check if do not disturb mode, goodnight mode, or theatre mode is activated. If one of these modes
has been activated, the touchscreen does not turn on during incoming calls. Rotate the bezel or press the Home key or Back key to turn on the screen and check the incoming call

Heart rate is inaccurateClick to Expand

Firstly, check whether you have wear the GalaxyWatch correctly.


When you activate the auto heart rate tracking feature, or when the Galaxy Watch recognizes your exercise, the Galaxy Watch will automatically track your heart rate. When measuring your heart rate, wear the Galaxy Watch snugly on your arm above your wrist
as shown in the figure below.

How to wear Galaxy Watch to track Heart Rate

Please note:
• The accuracy of the heart rate sensor may be diminished depending on measurement conditions and surroundings

• Use the HR feature only for measuring your heart rate

• Do not look directly at the heart rate sensor’s lights. Doing so may impair your vision

• Cold ambient temperatures may affect your measurement; during winter or cold weather

• Take heart rate measurements when you are seated and relaxed

• If you receive a reading that is very different from your expected heart rate, rest for 30 minutes and then measure again

• Smoking or consuming alcohol before taking measurements may cause your heart rate to be different from your normal

• Do not talk, yawn, or breathe deeply while taking heart rate measurements

• Heart rate measurement is affected by physical factors such as light absorption and reflection, such as blood circulation/blood pressure, skin condition and location and concentration of blood vessels 

• Clean the heart rate sensor when it is dirty

• If your device becomes hot to the touch, please remove it until it cools

Cannot track fitness and health statisticsClick to Expand

Due to GPS communication problem between Galaxy Watch and Mobile Device, you cannot check your real-time location and track your workout. Samsung is aware of this symptom and the issue will be resolved with the upcoming Galaxy Watch software and Galaxy Wearable Application updates.

Samsung encourages you to keep your software and Apps updated to latest version. Please check for software updates regularly via FOTA.

Before the new software release, please stop Bluetooth connection between Galaxy Watch and Mobile Device and use Watch’s GPS for the time being.

Please note: When both devices are connected, Mobile Device's GPS will be used

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