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Original topic:

Gear S3 can't connect after Oreo update

(Topic created on: 01/05/18 17:14)
MilosDjuk
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Hi everybody,

 

after Oreo update (few weeks ago) I couldn't update any galaxy apps and Gear S3 got disconnected from phone. 

Today I got new Android update with which update problem of galaxy apps is fixed but connecting Gear is still not working...

I tried with clearing the cash from whole phone, from Gear app, deleting BT profile, installing Gear app from play store and galaxy apps...

Phone and watch get paired, percentage count get to 100%  but phone stays forever on screen "setting up your phone..." and "almost there" is just blinking...

 

Phone Details:

Samsung Galaxy S8

Model No: SM-G950F

Android Version: 8.0.0

Samsung Experience Version: 9.0

 

Gear S3 Details:

Samsung Gear S3 Frontier 

Model No: SM-R760

Tizen Version: 3.0.0.2

 

any idea how to fix it?

thanks

 

1 ACCEPTED SOLUTION
Solution
LiamH
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@andre-20

 

Thanks for sending over the Error Report, it helped us resolve the issue. The response we received was that there was a temporary server issue when your device was trying to register. The problem was with the Gear app itself which has been fixed server side, hence it now working for you.

 

A simple restart of both devices will solve the problem if this occurs for anyone else within the UK. 


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24 REPLIES 24
jojonao172570
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Hello.

 

The same thing happens to me.

 

I am Japanese and I just recently updated to Oreo.

 

I contacted customer service in Japan, it is under investigation.

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andre-20
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The same issue with Samsung Galaxy s7 updated to Oreo. I can't pair the phone with my Gear S3 frontier

 

Tel: SM-930F

Android 8.0.0

Ver: R16NW.G930FXXU2ERD5

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LiamH
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@MilosDjuk@andre-20 Looks like you've tried the suggested troubleshooting, so the next step would be sending an Error Report onto us via the Samsung Members app. We will then be able to analyse this and provide feedback.

 

Replicate the issue > open Samsung Members app > select Support > Send Feedback > Error Reports > Application > tick Send System Log Data, and attach a description of the problem. Make sure you complete this process within 15 minutes of the issue occurring - preferably quicker if possible.

 

Can you also include your Community usernames (eg: LiamH) within the message content? One of the moderators on here can search for your Error Report and speed up the process.

 

@jojonao172570, we'd love to help out with this, but we can only search for UK Error Reports from here. The best course of action would be to chase this up with your local Support Team. 


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andre-20
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thanks @LiamH error feedback sent

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LiamH
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@andre-20 Cheers, I've found that. I'll pass the Error Report on internally. You'll get a response via the Samsung Members app once it's been looked into. I'll follow this up and update you all.

 

Liam


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MilosDjuk
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@LiamH, feedback log just sent out

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LiamH
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Hi @MilosDjuk

 

Haven't been able to locate that. Can you please try again when you've got chance, making sure you include 'MilosDjuk' in the message content? I'll be able to search for that and pass it on for you. 

 

Liam


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MilosDjuk
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just did it again, in both send-outs I mentioned my username, screnshoot attachedScreenshot_20180503-125701_Samsung Members.jpg

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LiamH
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Thanks for confirming @MilosDjuk

 

Are you currently within the UK, and which country does the phone originate from? Having a little trouble locating this, and think the routing of the Error Report is the issue.


Liam


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MilosDjuk
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currently I'm in Serbia where phone was bought, watch was bought in Slovakia
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andre-20
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Hello Guys,

 

I have no idea how it could happen, but since my last post I haven't used my gear at all, switched it off and left in the drawer, waiting for better times. Today, minutes ago, I started the watch, it was left as not configured, like from the factory. So after the welcome screen and picking up the language Gear tried to connect with my s7 and .... surprise surprise ... it paired the watch and allowed to configure the watch with the phone. So far I installed applications and watch faces ... and all works. I do not know, if there are any different issues but the first major issue gone. I have the watch and the phone succesfully paired. If you didn't try to connect it again, please try now ... maybe some 3rd party app, which was automatically updated on my phone 'unlocked' the pairing process? Good luck!

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MilosDjuk
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to me this is still not a solution... still stacked on "almost there" screen...

 

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MilosDjuk
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@LiamH, did you had maybe any progress in identifying problem? thanks
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LiamH
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Hi @MilosDjuk

 

I'm unable to access your Error Report as you're outside the UK unfortunately. I've passed on the other user's Error Report internally. I'll post the results once I've received a response. 


I'd advise contacting your local Support Team for help with your indiviudal Error Report, or awaiting a response from their Customer Services via the Samsung Members app. 


Thanks,

Liam


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MilosDjuk
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I got reply in samsung members app: restart gear and reinstall gear app

Not much of a help...

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andre-20
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Hi Milos,

 

In my case, after galaxy s7 update to android 8.0 I had to reset the phone to factory settings as an update failed. Obviously all custom settings were wiped out, including configuration with my Gear S3 watch. Once the phone started working and I wanted to pair the phone and the watch together, the first step on the watch was to reset the watch to factory settings too. After that I could pair the phone and the watch together. As previosuly mentioned, it didn't happen at the first attepmt, as there was an issue on the Gear server site.

 

Andy

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MilosDjuk
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Yap, factory reset of phone did it's magic :smiling-face:

Hope I'll not have to do it with every android update...

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Solution
LiamH
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@andre-20

 

Thanks for sending over the Error Report, it helped us resolve the issue. The response we received was that there was a temporary server issue when your device was trying to register. The problem was with the Gear app itself which has been fixed server side, hence it now working for you.

 

A simple restart of both devices will solve the problem if this occurs for anyone else within the UK. 


View solution in context

andre-20
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Hello,

 

Cool! @LiamH, thanks for letting us know waht was the root issue.

 

Regards,

Andy

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mwstew21
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I am having the exact same issue with my s8 and Gear S3 watch, ICONX-2018. I talked to Samsung support and they confirmed the latest OREO updated has caused this issue but no schedule to fix it.

They suggested I go to Bestbuy and have the flash my software to previous version. OUCH>>>>>>>

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