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

[JDID]

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

[MrZell · Accepted solution]

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, Galaxy Buds2, Galaxy Buds2 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. You can use the following link to find a list of service centers in the U.S. that can do the repair: http://www.samsung.com/us/support/service/ or by calling customer support at 1-800-726-7864.

For assistance outside the U.S., please use this link: https://www.samsung.com/us/common/visitlocationsite.html 

[user2z0OviwQmb]

Hello. Same problem to me. Is in this moment an workaround for this big issue? I already sent in private the informations...

[Samsung_XfxooMl]

I am having the same issue and have tried all the troubleshooting I can find 

[Samsung_6QKNtwU]

I have the same issue and I called professionals about it and they told me the warranty expired but the buds were made in 2020 and they told me it expired in 2019.

[SamsungRei]

@Samsung_6QKNtwU Thanks for reaching out. I will be happy to look into this further. Please send a private message with the full model code and the serial number of the earbuds. http://bit.ly/2XERsky

[userDgGJRzXRPD]

Hi I am having this exact same problem, have tried uninstalling, restarting egg. Can I have the solution please

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@MrZell wrote:

Hey there!

I would be happy to look into your concerns.

Can you please send me a private message with the below information here at this link: http://bit.ly/2GH8URL

Model code:
Serial Number:
 

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[SamsungRei]

@userDgGJRzXRPD Service is recommended, For your service options, you will need to send a private message with the full model code and the serial number as instructed in the solution of the post.  http://bit.ly/2XERsky

[Duner]

I'm having the same issue, my GF gave me a pair of samsung buds+ and on the app it only says connect, when I press it, it shows a loading circle on the top corner for a moment, but they don't connect

[MrQue]

Have you tried resetting your galaxy buds through the wearables app?

[Duner]

It doesnt give me the option to do anything on them, it remains as shown in the picture below, but it did detect them before downloading the plug in because it triggered the download