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Richard
Richard, Customer Service
Category: Consumer Electronics
Satisfied Customers: 32040
Experience:  Over 20 years fixing Electronically devices
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Phone does not work properly. We cant hear at all.

Customer Question

Phone does not work properly. We cant hear at all.
Submitted: 4 months ago.
Category: Consumer Electronics
Expert:  Russell H. replied 4 months ago.

Hi, thank you for contacting JustAnswer.com. My name is Russell. I will do my best to provide the right answer to your question.

I would advise you to access the Music Control Panel on the Asus SmartWatch in question.

Tap on Play Music

then go from the play music screen/function to the Phone (Headphone) function.

then slide the screen to get a screen with four icons - two of which are 'Volume' the upper one is Volume Up/increase.

Try the Volume Increase control, tap it several times.

If this answers your question, please rate my answer. A five-star rating would be appreciated!

If you need more info, or have any comments, use Reply To Expert to respond.

Thanks.

Customer: replied 4 months ago.
We don't show any volumes.
Customer: replied 4 months ago.
Can we call you
Customer: replied 4 months ago.
Are you still here?
Expert:  Russell H. replied 4 months ago.

I'm still here.

Did you get to the 'phones screen?

Then swipe the screen to one side. That should reveal the screen with four icons, two of which are < and > type icons, and the other two are 'speaker' icons for Volume Up and Volume Down.

Expert:  Russell H. replied 4 months ago.

(I regret that I am not able to offer Live Phone Call service at this time; However, your request is still open to other Experts in this category, and one of them may pick up on it at any time.)

Customer: replied 4 months ago.
Okay we are not getting any of the things you spoke of.
Expert:  Russell H. replied 4 months ago.

Do you get the Play Music app ?

It looks rather like a round button with a >

on it.

Customer: replied 4 months ago.
No, I have a play music button with a music note in it.
Expert:  Russell H. replied 4 months ago.

When you do Play Music, do you get a headphone logo in the background with a music player in front of it?

If so, close or push aside the music player, leaving the headphone background.

Customer: replied 4 months ago.
It just says play on phone or play on where.
Expert:  Russell H. replied 4 months ago.

Choose Play on Where.

If that doesn't lead to 'phones/headphone logo, then I'm as lost as you are and must Opt Out.

Customer: replied 4 months ago.
Okay, I hope I don't get charged for this.
Expert:  Russell H. replied 4 months ago.

If you haven't found it by now, then I have no further guidance to offer, I regret to have to say.

I have Opted Out, with apologies. If and when another Expert takes up the case, you ought to receive a notification email... also, another Expert might take up your phone call request, by and by.

Expert:  Richard replied 4 months ago.

Thank you for your question, my name is ***** ***** I look forward to assisting you.

Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.

This is usually an issue with the Firmware, so I would first like you to do this please.

Remove the charger from the phone and hold the power button to off for 60 seconds.

Release, then connect the charger and try to turn on the phone and use it.

Let me know the results please

Thank you

Customer: replied 4 months ago.
Okay I did that, I don't think it made a difference.
Expert:  Richard replied 4 months ago.

ok, apart from this it is still functioning correct?

Customer: replied 4 months ago.
Expert:  Richard replied 4 months ago.

ok, we will need to do a factory reset on the device. It will wipe all data and return it to new, but this we cannot avoid

To do this, go to Settings, Factory Reset.

Once done, set up the watch again and tell me if it now functions please.

Customer: replied 4 months ago.
Okay will do.
Expert:  Richard replied 4 months ago.

thank you

Customer: replied 4 months ago.
Is that restart?
Expert:  Richard replied 4 months ago.

Sorry? What is restart?

Customer: replied 4 months ago.
It doesn't show a factory reset under settings it does show restart.
Expert:  Richard replied 4 months ago.

It should be the option above restart, like in this picture

https://www.asus.com/zentalk/data/attachment/forum/201509/10/145622rksq33bwb3r4q3b3.jpg

Customer: replied 4 months ago.
Mine has unpair with phone above restart.
Expert:  Richard replied 4 months ago.

ok, so it has then been reset then, can you now pair it with your phone please.

Customer: replied 4 months ago.
I did not reset it I see in the directions how to factory reset it do you want me to try?
Expert:  Richard replied 4 months ago.

Sorry I am a little confused, you now say you see Factory Reset?

Customer: replied 4 months ago.
No I don't but the instructions my wife is reading say to push reset and off buttons for factory reset.
Expert:  Richard replied 4 months ago.

thats the alternative method, though you should be seeing it in the settings as well....

But do it this way please.

Let me know the results

Customer: replied 4 months ago.
This is doing nothing. We have an appointment to make, sorry but gotta go.
Expert:  Richard replied 4 months ago.

ok, but as I stated, if the reset option is not there and it is asking you to pair then you need to pair the watch to your phone in order to do calls.

Can you do this please?

Customer: replied 4 months ago.
That seems to be the problem it won't pair. Says unable to pair.
Expert:  Richard replied 4 months ago.

ok, whats the make and model of the phone it is pairing with?

Customer: replied 4 months ago.
Samsung galaxy 7 edge.
Expert:  Richard replied 4 months ago.

ok, hold the power on it until a menu shows and then choose power off.

Then power it on and then try to pair it to the watch please

Customer: replied 4 months ago.
Okay, that is done I called her and everything works but the speaker or mic.
Expert:  Richard replied 4 months ago.

has it worked with this phone before?

Customer: replied 4 months ago.
Never. I was mistaken the mic is working but not the speaker.
Expert:  Richard replied 4 months ago.

Do you hear any sounds on the watch at all?

Customer: replied 4 months ago.
All it does is vibrate.
Expert:  Richard replied 4 months ago.

play music on the phone, do you hear it come via the watch or phone?

Customer: replied 4 months ago.
It won't play music. Only through and to the phone.
Expert:  Richard replied 4 months ago.

and notifications, do these make a sound?

Customer: replied 4 months ago.
No.
Expert:  Richard replied 4 months ago.

Thanks

It is the speaker that has faulted, it is the only cause left for this

I am really sorry about this and you are going to have to return the watch to have this replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.

I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service by clicking one of the stars at the top of the page, then submit, that would be greatly appreciated.

Thank you

Customer: replied 4 months ago.
Okay I agree we will send it back I gotta go, thank you for the help.
Expert:  Richard replied 4 months ago.

your welcome

If you need anything else, please let me know and please remember the service rating via one of the stars at the top then submit

Thank you

Richard