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Cosmic Ray

Numbersync continuously turns off or is suspended without my consent.

I have a Samsung Galaxy Note 8 phone bought from AT&T.
About 4 weeks ago (Jan 17th) I got a Samsung Galaxy Watch bought from Best Buy with e-SIM.
Numbersync continuously turns off or is suspended without my consent.
I have no problem setting up Numbersync.
When Numbersync is turned on, it works just fine.
I can leave my phone or turn it off and I am able to make and recieve phone calls on my Galaxy Watch as if the calls were coming from and going to my phone (Note 8).
But after about 15 minutes (time varies), NumberSync is automatically turned off (without my consent).
I can turn it back on then leave the vicinity of my phone or turn my phone off again and everything will work fine again for another 15 mins or so until it turns off automatically again.
I have had 3 separate sessions with AT&T tech support trying to resolve this problem to no avail.
We seem to have tried everything including factory resetting the watch and resetting the mobile networks.
YES, I have an access id.
YES, the software on the watch and the phone are up to date.
I log into AT&T about 10 times a day to turn the NuberSync back on after it automatically turns itself off.

Has anyone found a solution to this particular problem?

11 REPLIES 11
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Cosmic Ray

Re: Numbersync continuously turns off or is suspended without my consent.

I can turn the numbersync back on using the watch interface or the AT&T website interface.

When I turn numbersync back on with the watch interface, even though numbersync will work properlay for a while, the watch still shows that numbersync is off but the Website will show that it is on. And If I use the AT&T website to turn numbersync back on, the watch also still shows numbersync as off even though numbersync is working. But either way, after I turn the phone off or move the watch out of bluetooth range from the phone, the watch numbersync function is turned off without my input and against my consent within about 15 minutes or so. If I turn the watch bluetooth off and change the watch mobile data to "always on" then the the number sync will work fine regardless. But that defeats the purpose of the innate symbiosis between the watch and phone plus uses too much battery.

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Cosmic Ray

Re: Numbersync continuously turns off or is suspended without my consent.

So last night I accidentally left my phone at work. True to the Samsung Galaxy watch nature, the numbersync deactivated itself shortly after I left the vicinity of the phone. So this watch continues to fail me when I really need it. Additionally as I continued to try to activate numbersync from my watch by flipping the virtual switch to "ON" in the numbersync watch app, eventually the watch forgot that it has even ever been synced through the numbersync service. So sitting at my desk at work this morning, I am going through the process of setting up numbersync yet again. One thing that stands out as odd about this process, that I have been forced to go through many times now, is that I get the sync code from the watch and put it into the AT&T app just fine. The AT&T app accpets the code and indicates that every thing is working fine by showing the that numbersync is now turned on. However, the watch just hangs at the numbersync sync code setup screen as if It doesnt recognize that the sync code as been entered at AT&T and the numbersync service is now on. My only option on the watch at this point is to hit  the cancel button under the sync code or reboot the watch. Either way, after that, if I turn the phone off, numbersync works just fine for about 15 mins or so. I can make calls from the watch and they show up as comming from my phone and I can recieve calls from my phone's phone number on my watch. And if I go into the watch numbersync app, it now has the numbersync on/off button, but the botton is set to off even though the numbersync service is working just fine for the next 15 mins or so. So the Samsung watch doest recognize that number sync is setup and working. So some how the Samsung watch must be causing the service to fail shortly after the watch becomes disconnected from the phone's bluetooth. This problem with numbersync seems like it is a Samsumg problem and NOT and AT&T problem.

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Cosmic Ray

Re: Numbersync continuously turns off or is suspended without my consent.

Dear Samsung,

Is samsung going to release any new software to fix this problem?

Here is information about my devices:

Samsung Watch model number SM-R805U
Samsung Watch One UI version 1.5
Samsung Watch Tizen version 4.0.0.7
Samsung Watch software version R805USQU1CSL2
Samsung Watch knox version 2.4.0

Samsung Note 8 model number SM-N950U
Samsung Note 8 One UI version 1.0
Samsung Note 8 Android version 9
Samsung Note 8 baseband version N950USQS7DTA6
Samsung Note 8 knox version 3.2.1 knox API level 27 TIMA 3.3.0

 

Please let me know.

 

Thanks

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Samsung Moderator
Samsung Moderator

Re: Numbersync continuously turns off or is suspended without my consent.

Numbersync is an AT&T feature. This service is not provided by Samsung. Please reach out to your service provider for assistance.



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



Please note, notification emails are a DO NOT REPLY address, you must log-in on the community page in order to respond.

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Constellation

Re: Numbersync continuously turns off or is suspended without my consent.

Segapasi,

Did you ever get this fixed?

I think my watch is doing the same thing...

Brian


 

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Asteroid

Re: Numbersync continuously turns off or is suspended without my consent.

I bought a brand new Active 2 LTE watch, and it had NumberSync for about two hours after I left the AT&T store, and never worked again.  I gave up on it.  AT&T's problems certainly aren't going to help Galaxy LTE watch sales.

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Astronaut

Re: Numbersync continuously turns off or is suspended without my consent.

I have experienced the numbersync not available, numbersync turning off by itself and numbersync appearing to be connected and is actually not connected.  I purchased the Active 2 LTE at Best Buy and had At&t set it up in February. It continuouly disconnected without my consent. I went back and At&t reconnected it-multiple times. Talked to a Samsung rep at Best Buy who indicated that it was an At&t issue.  I contacted At&t support.  They had me do a list of things including removing apps & re-connecting, reseting, using new code, etc. They bumped the issue up to what they described as their top techs who attempted multiple things and then took a couple of weeks to determine that there was nothing that they could do but it was a known issue that is being "worked on" and to wait a few months to see if starts working.  After my state opened back up, I went back to Best Buy and exchanged the watch for a new one-again an Active 2 LTE.  The Best Buy tech contacted At&t and had them walk us through using their app to link the watch and numbersync to ensure that we do it properly.  After an hour with At&t, the individual told us to continue to try to link and that he would check back later in the day.  I did not receive that call. I continued to attempt numbersync.  I did finally get it to work by adding another sync watch "profile" (for lack of a better way to describe it).  Once I added the second watch sync, I realized that the first one did not even have the on/off sync so it most obviously did not fully sync.  The second "profile" worked for about two hours and then turned off.  I am unable to get the numbersync to turn back on.  I have tried a variety of steps to try to re-sync it.  At this point I am thinking that I will return the watch to Best Buy and get one through At&t directly on payment plan as I have had multiple people tell me that if it is on payment plan through At&t things seem to work better and be less glitchy. Has anyone attempted this with success?

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Cosmic Ray

Re: Numbersync continuously turns off or is suspended without my consent.

I have my watches (mine and my wife's) through AT&T directly. Having literally the exact same issues that you describe. 

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Asteroid

Re: Numbersync continuously turns off or is suspended without my consent.

Same issue - AT&T using NumberSync on two Active 2 watches sync'd with Galaxy Note 10+ devices, and as soon as you turn on NumberSync, it disables itself about 3 minutes later.  Really convenient.  I'm ready to take all this garbage back to the store.

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