Galaxy watch 5 pro says it's updated but it's not.
Tarl195
Newbie

Galaxy watch 5 pro says it's up to date on the wearables app on my phone (OnePlus Open) and also on the watch itself, but it isn't. It's still on last September's update. Any suggestions?

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vzw_customer_support
Customer Service Rep

That is certainly strange that you're not showing a software update from last September, Tarl195. It looks like there was a software update in December. Learn more here: https://www.verizon.com/support/samsung-galaxy-watch5-update/

Can you share with us what software version you're showing on the Galaxy Watch 5? How does it compare to the software version shown in that link?

-Joseph

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Tarl195
Newbie

Software version R925USQU1ZWFC.

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vzw_customer_support
Customer Service Rep

Thank you for that information. Does seem that the software version is the latest version released in late November, early December. Where did you purchase your watch? ~Peter

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Tarl195
Newbie

Purchased directly from Samsung. It is registered on their site. At the time, we had briefly switched to T-Mobile, and an employee at a Verizon store put it on the plan for us when we switched back.

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vzw_customer_support
Customer Service Rep

 

Awesome! I recommend reaching out to Samsung and seeing how to update the watch. The manufacturer is in charge of pushing out updates. -Joe

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Tarl195
Newbie

Already tried that, they said that for some reason the watch was unable to see the update and suggested going back to the carrier. So, here I am!

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vzw_customer_support
Customer Service Rep
@Tarl195  wrote: Already tried that, they said that for some reason the watch was unable to see the update and suggested going back to the carrier. So, here I am!

We can share some general troubleshooting and suggestions, but we do not control the release of software updates as my teammate shared. Those are controlled by Samsung/Android, and issues with an update in the end do need to be addressed by the manafactuer/developer. For some helpful suggestions of what to do to assist, first, make sure you're following the right steps to update: https://www.samsung.com/za/support/mobile-devices/how-do-i-update-software-via-the-galaxy-wearable-a...

 

That Samsung support link outlines how to do a software update via the Wearable app, which controls Samsung smartwatches. Next, one suggestion I saw from Samsung users was to connect the device to Wi-Fi, and disconnect from Bluetooth with your phone. Then attempt to update the watch. This solution seems to have been successful in more than a few cases. 

 

I'd recommend giving that a try, and then if you're still encountering an issue reaching back out to Samsung or Android. 

-John

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