Dear Barry,
Thank you for contacting us. We appreciate the opportunity to assist you.
From your inquiry, I understand that you experience some issues trying to access the Galaxy Store through the Galaxy Wearable application.
In order to solve this issue please follow the steps below:
A) For a Non-Samsung phone device:
1. Please try Galaxy Store again after rebooting the device.
2. If the Galaxy Store is still not working, go to [phone] settings > [Application > Application manager] > select Galaxy wearable > storage > Clear data > then try again.
B) If the previous steps didn't work, please try the steps below:
3.1. Watch [settings] > Gear info/About Gear/Watch > [Reset watch].
3.2. Galaxy Wearable app > 3 lines on the left part > Connect > When the watch is connected go to Galaxy Wearable > Settings > About Gear/Watch > Device information / Account and backup > Backup and restore > Restore.
C) Open Galaxy Store again (Some data may be lost after restore).
If for some reason you still experience difficulties, please contact us again also providing us with the log files from your phone device and the Gear device.
- To retrieve the Log Files from the Gear S/Watch, please follow the below steps:
First, reproduce the problem
1. Enter *#9900# on Dialer on Gear (use all the symbols)
2. Run LOG_DUMP
3. Dumped log files can be sent to paired mobile device
4. Select 'Extract LOG_DUMP'
5. You can see 'Extract Log_Dump Success' after sending dump (ex> Galaxy S7 Edge\Phone\Pictures\Gear)
- To retrieve the Log Files from the phone, please follow the below steps:
1. Unzip the file from the link [valid for 30 days] in any directory on your PC. (you can see the guideline here: https://github.com/b6pzeusbc54tvhw5jgpyw8pwz2x6gs/about-debug/blob/master/android/extract-log.en.md)
2. After that, on your phone, go to -> Settings -> About device -> Software info -> 'Build number' touch 10 times (this operation will turn debug mode on)
3. Again, on your phone, go to -> Settings -> Application settings -> Developer options -> USB debug on
4. After, connect phone and PC, execute adbDevices.bat (this bat file is in the directory from step 1) to check whether the phone is connected to PC well.If it's connected, you can check Phone's name in 'List of devices attached'.
5. Reproduce the issue (make sure your devices are linked and you are connected with your phone to the PC) -> try opening the Samsung Gear application (even if without success), wait just about 5 seconds (don't wait any longer) and jump to step 6.
6. Execute dumpstate.bat dumpstate. (this process could take up to 3~4mins)
7. 'log' directory will be created in your directory (from step 1). Please archive this 'log' directory and send it to us.
If you cannot find the "log" folder, please go to My Files > Three vertical dots > Settings > Activate the "Show hidden files" option.
In order for you to forward the necessary details, please go to http://account.samsung.com, scroll to the bottom of the page, select Contact us and fill in the fields.
If you experience issues with the log files recovery process, I would kindly advise you to contact our colleagues from Samsung Electronics.
Go to http://www.samsung.com/ and find the "Contact Us" category on the page, where you can choose the desired way to contact Samsung Products Customer Support Team.
Thank you for using our services. Your satisfaction is very important to us.
Kind regards,
Emily
Customer Service Center
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