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Original topic:

Galaxy Buds series of products won't connect to the Galaxy Wearables app

(Topic created: 11-13-2019 07:27 AM)
JDID
Constellation
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Galaxy Buds

Hello,

 

I'm having issues connecting the buds to the wearables app.  

 

The buds will connect to my phone via blue tooth and I'm able to hear music.  The issue is when I open wearables and try to connect to adjust ambient sound, equalizer, etc...it will not show a connected status.  Status remains "Disconnected from earbuds".

 

I've cleared the cache on my bluetooth, uninstalled and reinstalled wearbles, and still i have this problem.  

 

What am I doing wrong or are the parts faulty?

 

Phone:  Samsung S9+

 

thanks,

 

JDID

1 Solution


Accepted Solutions
Solution
MrZell
Black Hole
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Galaxy Buds

Thank you for reaching out. I can certainly understand how frustrating it can be when any of your Galaxy buds won't connect to the wearables app. If your phone cannot connect to one or both of your Galaxy Buds, Galaxy Buds+, Galaxy Buds Live, Galaxy Buds Pro, or Gear IconX earbuds, getting them to connect again will only take a couple of steps. Performing a restart on the earbuds, resetting the Bluetooth connection, or updating the Galaxy Wearable app will normally fix the issue. Give this link a try, it will cover some of the previously mention troubleshooting steps: https://www.samsung.com/us/support/troubleshooting/TSG01111318/ 

If you have tried the troubleshooting steps provided and are still experiencing these symptoms, the next step would be a service repair. If your buds are in warranty: 

Please feel free to reach out to us directly via one of the following options and include a link to this thread.

  1. Facebook Messenger: http://m.me/samsungsupport
  2. Twitter: https://twitter.com/messages/compose?recipient_id=18768513
  3. Or you can use the following link below to request service. https://www.samsung.com/us/support/service/
  4. Private message: https://bit.ly/3fbRevo
  5. Contact our customer service team directly at 1-800-726-7864.

If you are out of warranty please contact our customer service team directly at 1-800-726-7864 to see about the repair options or to find out more about other buds we currently have available.

**If you have a non-US model, please reach out to the support team in your area for assistance: https://www.samsung.com/us/common/visitlocationsite.html 
 

Please when reaching out have the following information available:

Full Name:

Physical address (including city, state, and zip code):

Email Address:

Best Contact Number:

Alternate Telephone Number: (If Available)

Model Code:

Serial/IMEI Number:


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.





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172 Replies
SamsungAdam
Samsung Moderator
Samsung Moderator
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Galaxy Buds

Have you tried force stopping and clearing the cache and data on your Galaxy wearables app? Just to clarify have you tried resetting the network settings? Just a heads up, by resetting the network settings, it will remove all wi-fi and Bluetooth settings you currently have saved.


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.





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usergQlxYBLeCs
Constellation
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Galaxy Buds

Hi. What was to fix here? I am having the same issue 😞

userHliJZDZise
Astronaut
Options
Galaxy Buds

Did you get a fix i have this problem too

SamsungJace
Honored Contributor
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Galaxy Buds

Hello there, if none of the listed troubleshooting steps have helped the current solution is to send one of the moderators a message with the full model code and serial number for your buds. These can both be found on the back of the charging cradle. 

 

Please use the following link or send me a private message from my profile with your buds full model code and serial number and I'd be more than happy to see what accommodations I can offer you.

 

PM: http://bit.ly/2Hy7fsE


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.





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luhcide
Constellation
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Galaxy Buds

Just received my Galaxy Buds and I have the same problem. Nothing seems to work, help, please.

SamsungJoJo
Samsung Moderator
Samsung Moderator
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Galaxy Buds

Hey there!

 

What troubleshooting steps have you tried regarding this?

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luhcide
Constellation
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Galaxy Buds

Hey, I have tried everything from clearing partition cache to resetting all my settings to deleting the wearables app to reseting the buds etc. Nothing has worked yet.

SamsungAdam
Samsung Moderator
Samsung Moderator
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Galaxy Buds

Thank you for that information. Can I please have your full model number and serial number in a private message: http://bit.ly/2JH2rq2


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.





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2Fresh
Constellation
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Galaxy Buds

I have the same problem ...