Galaxy Watch 7/Ultra resetting

[SKCrews2024]

The weirdest thing has happened a couple times and now I'm concerned. For no apparent reason, my watch keeps doin a forced reset. I then have to go through the whole process of setting it up again. This time around it completely changed the way my watch is set up. Face, settings and icon order. Can anyone help me understand why this is happening? This thing cost too much and is only 4 months old. 😡

[realaud]

You said you called customer service; that's not the way to go for this type of issue.  You need to put in an error report which would include your device logs.  Go to the support tab of the members app and submit feedback.  That's the only way this type of problem will get a fix, as someone will read that log and see what the problem was and either create a patch or tell you what you need to do.

Calling customer service or writing your detailed report on a peer-to-peer user help forum is not going to get you your desired result.

[GreatDrivr]

Thanks for the additional feedback.  Had their so-called "technical support" suggested that, I definitely would have done it.

I agree, posting here has been fruitless, as various moderators either edit my posts to the extent they omit critical details, or entirely hide my posts, claiming to be resolved by 3 year old solutions for which my devices didn't even exist!  Not to mention, they ignore the fact I explicitly stated the claimed "solution" didn't work & my issues only started ~3-4 weeks ago after the last update.

If nothing else, I see others are experiencing the same issue, suggesting it's not limited to only me & there's no value in swapping hardware or sending it in for service.

Next time my watch loses connection to my phone, I'll immediately submit this feedback with log.

Thank you!

[realaud]

The more people that put in actual error reports on an isse, the more likely and faster the issue will be addressed. A caveat, though, the logs get uploaded automatically, but you cannot close the members app until it's fully compiled and uploaded. Sometimes it takes a very long time. A notification appears on your phone when its done and a copy of the logs is saved to your device. Until the log appears on your device, the upload is not complete.

[GreatDrivr]

Sorry for another message about this.

I just realized there is no way to send error reports or "logs" or anything for your watch once this issue manifests...  Only the phone's error report & logs can be sent.

Reason being...  Submitting an error report for wearables is done through the connected phone's "Wear" app, which also requires that the wearable be successfully connected to the phone.

Therein lies the problem, since the entire underlying problem is that the watch cannot be reconnected to the phone until being reset...  And I'd imagine resetting the watch would also clear out the watch's logs & diagnostic data?

I suppose I can at least include the phone's diagnostic data & only hope that'd be enough diagnostic data for Samsung techs to investigate & develop a fix for the watch.

If I'm missing something & there is, in fact, a way to submit error reports & logs via the Watch while disconnected from a phone, please let me know!  Thanks!

[realaud]

The watch logs are contained deep inside the phone logs. There is no separate log for the watch. The logs currently contained on the phone should register the connection attempts snd the reason it disconnected.

[GreatDrivr]

Please forgive me for what may seem like a dumb question.  And I mean this sincerely w/ all due respect.

While I'm sure that's true, wouldn't the phone only include log activity for the watch while the connection was good & nothing during or after the connection severed?  Likewise, wouldn't any watch-related log activity related to the severed connection, (along w/ any watch activity from subsequent failed reconnection attempts), then be isolated to only the watch, itself, never making it to the phone?

I apologize.  It seems counterintuitive to me that the phone's logs would successfully contain the watch's critical log activity.  Particularly because the watch transmits said activity to the phone (when the connection is working), but obviously cannot transmit because the connection was severed & will not restore.

Akin to one person speaking on a wired phone, another listening far away, then cutting the wires while still expecting the listener to continue hearing what the speaker is saying?

Regardless, I'll still be submitting logs the next time this happens to me.  I'm mostly hoping for a reality check that I'm not missing something in the logic & that this effort is worthwhile.

Thanks, 

[realaud]

I can't answer that question since I cant understand the logs in the first place. If the developers cannot find what they are looking for they will let you know. You might try uploading a log immediately after a failed connection attempt.

[GreatDrivr]

Fair enough, thanks for talking through it.  I plan to submit an error report immediately after the next disconnect, along w/ another error report after one or two failed reconnection attempts.

I'm willing to help them (Samsung) play ball (to a certain extent) if it will help achieve a quick & successful fix.  I just hope it's worth it.

Thanks, 

[Cutlass516]

Just adding that I'm having the same issue. I've had to reset 4 times in the past month. Getting annoyed! Going to call Samsung and get a replacement. If I do get one I'll make sure not to update for now until a fix comes out.

[Cutlass516]

I only have the manufacturers warranty and they can only do a repair. Im going to send it in for repair. They will replace it if the service center says they cannot repair. I will send an update once everything is complete.