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'm having the exact same issues with the watch not loading from the screen I purchased this watch as a Christmas gift for my daughter and 2 days later this error occurred. This is obviously a defect with the product and not the costumer T-Mobile wants to charge me $20 to replace it via warranty this is unsatisfactory.
Same issue here :(
We're now running into the same issue on our watch. I did find a way to get into the recovery interface and force a factory reset. This seems to temporarily fix the issue:
1. Hold the button until the watch hard resets
2. After the watch buzzes indicating the reset had started, release the button and start pressing the button repeatedly - like 1 or 2 times a second. Keep pressing while the T-Mobile splash screen is up, and if you did it correctly you will get an all text menu to reboot, factory data wipe, or turn off.
3. Clicking the button cycles through the menu options. When the menu option you want is highlighted, hold the button until the selection highlights green, then let go of the button. This selects the option.
All items core app failing.
Error on 5/31/2024.
