Forum Discussion
SyncUp Kids stuck at loading screen
I purchased 5 SyncUp Kids watches for Christmas this year. Kids love them, but yesterday I had a second watch get stuck not getting past the loading screen. I'm not sure what led up to it, but the symptoms seem to appear out of nowhere. The watch doesn't respond to anything. The only thing you can do is hold the button for 20secs or so and it will buzz and hard-reset, then get to the loading screen and sequence the three pink dots on the bottom indefinitely.
When the first watch did this I called 611. They seemed very unfamiliar with this product, and appear to have limited ability to troubleshoot anything. Apparently the only way to factory reset these watches is through the settings menu in the interface and in this case it can't get there. They had me go into a store and do a defect exchange (At first they wanted to charge me $5 to file manufacturer warranty and give me a refurbished watch, I refused and insisted on another option. Who charges $5 for a manufacturing defect?)
Yesterday the second, of five, watches has the same symptoms as before. Stuck at the loading screen, the only thing I can do that gets any response is hard-reset by holding on the button. Having two of these cases now, within 2 months of new, I can't imagine I am unique but I can't find any record of people having issues, so I am here, trying to find solutions, and share my experience.
Question 1- Is there a hidden way to factory reset these watches without accessing the settings menu? If not, why?!
Question 2- Are other people having these same issues? Are my kids doing something to their watches they shouldn't be doing? What might it be? Both times this happened it was overnight, we know because that is when they go offline. I suspect my kids are grabbing them off their chargers to play with them at night, but I can't think of anything they could do to their watch in their beds that would cause them to bug-out.
thechrishayes wrote:
Same issue. Have had 3 of these watches for one month. One not loading past the "T" screen. Unable to do any sort of 'reset.' What is the solution, please?
Hi, we apologize for the experience you are running into. In order to understand the problem better could you please open the SyncUP KIDS app and shake the phone to report a bug that way we can learn more about the issue and provide you with steps to resolve it. We would appreciate it if you could include screenshots of what you see on the app and also the watch IMEI( available on the back of the watch). As soon as we have the above we will have someone look into the issue and get back to you. Alternatively, you can also write to us at skw-feedback@t-mobile.com with the above information. Once again please accept our apologies for the inconvenience!
I cannot follow the instructions to factory reset the watch because it will not finish booting up. When I hard reset, by holding the button down for 20secs or so, it will pass the screen with the pink t-mobile "T", then gets stuck on the loading screen with the "SyncUp Kids" at the top, the four characters in the middle and the three dots at the bottom that cycle between being grey and pink. It stays there indefinitely. I can't access the settings or interface at all.
I held for over an hour to get assist w a SyncUp kids watch issue "watch offline". Spoke w many agents while finding the "correct" person. Finally, a cs "manager" asked me type 1112 & text STOP to resolve problem. She actually was getting me to opt out of surveys and hung up!🤬🤬🤬
The watch is still offline after completing an app update, fully charging it, and waiting an entire night on hold...over 2 hrs!
Why offer a product you cannot support? I want a refund.
I feel as though T-Mobile has scrubbed the internet of this issue. I had the issue after an update. I was told to pay a small fee for a new phone. 1st lie. The phone was not new it was refurbished and had the same exact error! I was so mad I didn't even want to deal with calling again. So I let it charge, tried rebooting and let it sit bc life is busy, and then I finally called tonight. I was transferred to 3 different people (likely in India). But one nice manager said he will work with engineers and said it is a known issue.
This post says resolved, but I do not see a solution anywhere. I want to cancel this service (really I want it to work but if it doesn't work I want a full refund from the original update when the phone stopped working. It has been months and I have not been able to use the phone to track my kids.
There are no bars. All it says is not activated correctly, REBOOT. If I tap the reboot screen a bunch of times it says it needs to be factory reset and says do you want to see the demo yes or no. If you say no it offers rebooting again. If you say yes it goes to a # pad screen and you can enter 4 digits. I do not know a code for this screen. When I tried to see if I could pair it without the right pairing screen coming up on the phone it could not find the phone to pair. I tried to manually input the item number on the back of the phone on the kids sync page online and it still couldn't recognize the number. I tried to scan the TINY QR code which also didn't work. The phone is a rip off, paying monthly for a service and phone that do not work. I cannot imagine if my child needed to reach me bc of kidnappers or active shooters or they are lost and the phone just wigs out on them and becomes completely useless. Oh, but I can imagine them without one completely because that's what is happening now. (2 boys share 1 watch bc they go to the same school and ride the same bus they are together all the time).
I really hope this supervisor actually finds an engeneer who can fix the reboot issue or give me a full refund. They can see howblong it has been since we have communicated using the phone and this is not something we did. It is a product issue and I am paying monthly for nothing! If this guy figures it out I will be thrilled and share if I can ever locate this validating thread again. May the odds ever be in our favor.
Thank you for sharing your feedback. We want to ensure you have a great experience.
You can factory reset the watch by following the instructions in the attached. We want to understand the issue. Next time you have an issue please shake your phone when open on the SyncUP KIDS App and file a report. This way we can get some data and reach out for additional information.
Gracias.
Sorry about the experience. I recommend exchanging the watch for a new one. We are working on fixing this issue in our next software update for the watch coming in March.
We have the same issue with the watch.
Sorry for the issue. We have fixed this issue in the latest software of the watch that is being deployed currently. However, since your watch is stuck in this state, we recommend exchanging it as part of the warranty. We worked out the kinks and appreciate your support and partnership.
We are having the same issue. We bought the watch today. It was working fine for a while. My phone notified me that the watch did an update at 715 pm while on the charger. My son went to grab the watch at 745 off of the charger and it won't do anything except vibrate of you hold down the button for 20 seconds. The display will not work at all.
Cobranick wrote:
We are having the same issue. We bought the watch today. It was working fine for a while. My phone notified me that the watch did an update at 715 pm while on the charger. My son went to grab the watch at 745 off of the charger and it won't do anything except vibrate of you hold down the button for 20 seconds. The display will not work at all.
Sorry you had this issue. Could you please share the IMEI number of the watch? Also recommend doing a warranty exchange so you can be up and running again. Please ask to waive any fees if they ask for. We will like to understand the issue and the IMEI and exchange will help us with that. Really appreciate your support and partnership in keeping our children safe and growing healthy.
SyncUP KIDS Watch Team
We are having the same issue with the screen freezing and we can't get it to power down to reboot. We have to keep waiting for it to run out of power.
