‎26-04-2019 05:13 PM
My phone updated on 22/04/2019 and since this date my bluetooth will not connect to anything.
I first tried with my fitbit, a charge 2. It pops up on the screen saying 'connected charge 2' and then 'disconnected charge 2' after about 15-30 seconds. If I try to sync the fitbit through the app a few times, it comes up saying there is a bluetooth issue and to reset bluetooth, but when I press this it doesn't make any difference. I thought it was the fitbit but it won't connect to my satnav either. For this it keeps popping up telling me to put in the password - it then tries to connect and says it can't.
I spoke to a guy on the live chat who guided me through clearing my cache and data on bluetooth, and reseting all network connections. However nothing seems to work. Any ideas?
‎13-05-2019 10:05 PM
‎13-05-2019 10:25 PM
Also having the same problem. My phone also no longer connects to the built-in bluetooth in my car.
‎14-05-2019 10:31 PM
I just contacted Live Chat support to help with this issue.
Here's a copy of the transcript for the part that worked with my device:
Morgan:
Morgan:
Morgan:
Morgan:
Michelle: Okay, it is going into safe mode
Morgan:
Michelle: yes
Morgan:
Michelle: I tried with my fitbit and it said "cannot pair"
Morgan:
Morgan:
Morgan:
Michelle: okay, it has reset
Morgan:
I checked it with my Fitbit Charge 2 and Hidrate Spark water bottle and it works now! Hope this helps others!
‎16-05-2019 02:08 AM
Have this same issue since my A8 updated. It will not connect to anything... Speakers, cars, but most frustratingly my fitbit alta hr. Has anyone found any sort of fix?
‎16-05-2019 02:44 AM
‎16-05-2019 02:58 AM
Michguzrat
Thanks for posting that. I'm glad it worked for you, but it unfortunately didnt work for me. Sigh. So frustrating 😫
‎16-05-2019 06:55 AM
I'm the same phone won't recognise memory card, I've gone back to old phone memory card is recognised and Bluetooth works , still struggling with fit bit tho , so frustrating .
‎17-05-2019 01:37 PM
New details. I contacted Samsung live chat and the transcript is below. The long and short - no fix.
Kevin:
Thank you for contacting Samsung Canada support. How may I assist you today?
DF: Hi, I'm looking for assistance with a galaxy a8. It's having connectivity problems over Bluetooth, specifically with Fitbit devices, since an update a few weeks ago
DF: It connected fine before the update
Kevin:
Let me check that for you.
Kevin:
Provide me the IMEI number of device. You can find it in Settings>>About phone>>Status and you'll find the IMEI number in that.
DF: XXXXXXXXXXXXXXXXXXX
Kevin:
Thank you.
Kevin:
Is there any physical or liquid damage on device?
DF: No.
DF: I have tried the following to try and fix it:
DF: - restart the device
DF: - turn Bluetooth on and off again
Kevin:
Are you able to connect the mobile to other devices?
DF: - try to connect in safe mode
DF: - reset device settings to defaults
DF: - and I have successfully connected another phone to the Fitbit, demonstrating that it is not the Fitbit that is the problem
DF: None of those attempted fixes were successful
Kevin:
Did you try clearing cache, data and reset network settings?
DF: In fact, before I reset the device settings, I could pair to the device but the sync didn't work properly. After the reset, it won't even pair.
DF: I have cleared the cache for Bluetooth settings, but not data or reset network settings
Kevin:
Please perform the below steps
Kevin:
Tap on Settings>>General Management>>Reset>>Reset network settings.
DF: Done. Trying to connect again
Kevin:
Tap on Settings>>apps>>three dots on upper right side>>show system apps>>Bluetooth>>Storage>>Clear data
DF: Done, trying to connect again
DF: "Couldn't pair. Check settings for this device and try again"
Kevin:
In this case the next best option we recommend you to visit the nearest Samsung service center to get the device physically examined by our technicians and ensure a fix for it.
Kevin:
Help me with the postal code. I'll provide you the nearest Samsung service center details.
DF: XXXXXX
Kevin:
Thank you.
Kevin:
Here are the authorized service center details
Kevin:
uBreakiFix Bedford DARTMOUTH,
Address 30 Logiealmond Close, B3B 0C8
Operating Hours
MONDAY: 10AM-7PM
TUESDAY: 10AM-7PM
WEDNESDAY: 10AM-7PM
THURSDAY: 10AM-7PM
FRIDAY: 10AM-7PM
SATURDAY: 10AM-7PM
SUNDAY: 12PM-5PM Phone Number(902) 832-7650
DF: And this is free, right?
Kevin:
Yes, it is for free only if there is no physical or liquid damage on device.
DF: Because as far as I'm concerned, this phone that is about a month old has been rendered less functional by that update, and Samsung must make good on this.
Kevin:
I understand your concern.
Kevin:
Our authorized Samsung Service Center should ensure the fix and you should be able to use the phone without any interruption going forward.
DF: And if they cannot? Because I suspect this is a software issue with the phone, and not something that can be easily fixed through settings,..
Kevin:
Once you visit the service center they'll provide you the available options to ensure a fix for it.
DF: Ok. Thank you
‎17-05-2019 02:02 PM
Yeah. That's more or less exactly what they said to me, and I have the same concerns as you. This definitely seems like a software issue, as it's only been since the last update... My phone won't connect to any Bluetooth device at all. I can get some connectivity after freshly resetting Bluetooth data/cache, but it quickly goes back to being unstable and/or not working at all.
‎17-05-2019 02:07 PM
Hi, OP here.
I actually took my phone to a Samsung centre last weekend but was waiting for it to be resolved before I posted
Their initial diagnostics showed nothing wrong. It then went to the techs in back and I left it there for a few hours. At the end of the day they told me it's something wrong with the mainboard. I'm not very tech savvy so I'm a bit confused how the software update can affect the hardware but we'll see.
They couldn't order it in until the Tuesday (this was at the weekend) and I couldn't get there during the week, so we agreed they will order the part and I will bring it in this coming weekend, and they can fix it on the day. However I called to check it was in on Thursday and I was told they don't have it, and they don't order parts until the phone is physically there to be repaired. This means I will be taking it in this weekend and not having a phone for a week, not very happy as they told me the incorrect info in store. I might as well have left it there last weekend, so I am feeling quite frustrated with them.
Once this gets gets resolved I'll confirm whether it's fixed the issue.