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Galaxy Watch6 Classic 47mm LTE: randomly not showing incoming call notifications when connected to phone via Bluetooth

(Topic created: 10-19-2023 06:40 AM)
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Christopher_K
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Galaxy Watch

My setup: GW6 Classic LTE (eSIM activated) paired with a Samsung Galaxy S10+ - both running on latest available software.

Watch settings: Bluetooth: always on, WiFi: automatic, Data plan: automatic, DND + Sleep Mode + Theatre mode: disabled and not set to sync with the phone

The problem: When the watch is connected to the phone via Bluetooth (ie. data plan on watch is not active), it receives incoming call notification from the phone only up to a specific point. After a random amount of time (can be an hour, can be a day) the incoming call notifications just stop coming in - there is no pattern to it, it happens even if both the phone and the watch just lay next to each other for some time without using any apps. There are no visible errors or app crashes happening either.
Once this problem occurs, If I miss the call or decline it on the phone, I can still see it in the list of missed calls on the watch popping up immediately. Also, when I answer the call on the phone, I can see the green phone icon on the watch face and can tap on it just fine, so it's definitely not a pairing issue per-se. I can also make the calls from the watch, it's just the incoming ones that are not showing up which can become really frustrating at times. I checked if by any chance a remote connection to phone is triggered in these instances but no - it all goes directly through BT.

Even when no incoming call notifications are coming in over Bluetooth, other notifications work just fine and Galaxy Wearable also lets me change/see the watch settings. If I explicitly disable Bluetooth and use the data plan on the watch at all times, everything works as expected, however I'd like to keep it in the automatic mode to save battery (and also not have the watch vibrating on my desk when a call is coming in and I'm not wearing the watch, since that's missing the point a bit).

This is very likely NOT an issue with setting the right permissions or notifications, since one thing that randomly helps is restarting the watch or disabling and re-enabling Bluetooth. However, this doesn't always work, so it's really difficult to tell what the actual cause of the problem is. 

I tried going through all the regular troubleshooting listed here, including resetting the phone, following steps in: https://www.samsung.com/us/support/troubleshooting/TSG01003245/ and also making sure all notifications are properly set and permissions are not changed - to no success, so it seems like either a software bug or some weird power-saving feature that enables itself after a while (but I have no idea what that could be).

Any idea on what might be causing this (or if it's even a known issue at Samsung) would be very welcome, as this is really impacting my user experience and limits the watch's usability a bit.

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Samsung_Moderator
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Community Manager
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Galaxy Watch

Thank you for reaching out. I can certainly understand your concern with your watch stopping receiving calls randomly and I would be happy to look into this further for you. 

 

The first step I would recommend is reset the network settings. Please note this will remove any saved Bluetooth device and Wi-Fi network.

 

As you have tried all the other troubleshooting steps provided, the next step would be a service repair. 

You can use the following link to locate a service center in the U.S.: https://www.samsung.com/us/support/service/locations/ or you can reach out to our customer service team directly at 1-800-726-7864.

 

For international devices, please reach out to a support team in your area for further assistance: https://www.samsung.com/us/common/visitlocationsite.html

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Samsung_Moderator
Community Manager
Community Manager
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Galaxy Watch

Thank you for reaching out. I can certainly understand your concern with your watch stopping receiving calls randomly and I would be happy to look into this further for you. 

 

The first step I would recommend is reset the network settings. Please note this will remove any saved Bluetooth device and Wi-Fi network.

 

As you have tried all the other troubleshooting steps provided, the next step would be a service repair. 

You can use the following link to locate a service center in the U.S.: https://www.samsung.com/us/support/service/locations/ or you can reach out to our customer service team directly at 1-800-726-7864.

 

For international devices, please reach out to a support team in your area for further assistance: https://www.samsung.com/us/common/visitlocationsite.html

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