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

[Patriot1776USA]

Yes, one more. Do you have a Best Buy close by ?, does it have a Samsung booth in it, yes ask them Samsung. If no then make a service request for repair

[JohnLoose]

@JDID 

Give these guides for connecting the earbuds a try and let us know if the issue is helped by them:

• https://www.samsung.com/us/support/troubleshooting/TSG01206422/
• https://www.samsung.com/us/support/troubleshooting/TSG01111318/

Some common troubleshooting for this type of issue is cleaning the pins / case with alcohol, trying a different charger, base and outlet, clearing the Wearable app's cache or data, 

wiping the device cache and then this action again. and resetting the earbuds.

Still need help? You may need to contact Samsung Support for assistance:

Inside the US? --> https://www.samsung.com/us/support/contact/

Outside the US? --> https://www.samsung.com/us/common/visitlocationsite.html

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[userOxW58N9yO3]

I have tried all the solutions and it didn't work please help

[SamsungRei]

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

[usermHtHqCMcJy]

I also have this issue and can't fix it.

[Joe42429]

Hi, I just got my galaxy buds plus and I'm having the same issue

[userjA4Tc2VEZd]

Same here.

[userBtQurbS2ca]

I have tried all of the troubleshooting mentioned and I have the same issue

[userBtQurbS2ca]

I am having this issue

[user0iQIaEOTTA]

Same problem.  How is this marked as solved?  The "Solution" is to forward your device information?  That doesn't solve anything!  This should not be marked as solved.  

Has anyone that submitted their information had this issue resolved and if so, what was the solution?