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New Active not working

I've just taken my new Active watch out of the box, charged it and its not working. It has connected to my phone but the screen is constantly black. I've tried holding the power button as per other threads but no luck. What should I do? 

Samsung Moderator
Samsung Moderator

Re: New Active not working

There are several reasons why the Samsung smart watch display cannot be adjusted and the screen appears darkened or gray. Both issues can be caused by an accessibility setting, Outdoor mode, physical damage to the watch, a third-party app, or outdated software. Give this link a try:


If you continue to experience these symptoms after trying the troubleshooting steps provided, I would recommend a service repair. You can reach out the place you purchased the device from or ship your device in for service.


If you wish to ship your device in for service. Can you please provide me with the following information in a private message:


Full Name:
Street address:
Email Address:
Best Contact Number:
Alternate Telephone Number: (If Available)
Bill of Sale:
Model Code:
Serial/IMEI Number:

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