Older audio messages won’t play

JenniT

I was going through my daughters text messages - her and her friends mostly use audio messages back and forth. I was trying to play messages from Sunday and when I press play the screen jumps to a blank and then back to the main list of names. I have tried a few different messages and it keeps happening. There is a small message that appears just before the screen goes blank but it’s too small and it goes away too quickly to read. It’s less then a second this all happens.

Everything is up to date - it’s never done this before and I’m not sure why it’s started or how to fix it.

Reagan - Gabb

Hello @JenniT,

So sorry to hear you're having some trouble with the audio messages playing on your Gabb Watch 3e. This is definitely not normal behavior for the device. Here are some troubleshooting steps to try:

App Update on the Gabb Watch 3:

1. Connect Gabb Watch to WiFi by going to the settings app
2. Open the ID app on the watch
3. Tap Update App until the screen says "Apps are up to date!" You may need to tap the button multiple times. This may take several minutes to finish.
4. Turn the watch off by holding down the power button for 4 seconds, select the power off icon on the watch screen, wait 15 seconds, then hold the power button for another 4 seconds to turn the watch back on.

System Update on the Gabb Watch 3:

1. Place watch on charger. Watch must be charged to at least 30% before updating
2. Open the Check for Updates app 
3. Tap the update button. The watch will automatically restart when the update is done. 

Soft reset to the Gabb Watch 3:

1. Hold the power button down for 4 seconds 
2. Select the power off icon on the watch screen 
3. Wait 15 seconds 
4. Hold the power button for another 4 seconds to turn the watch back on

Hard reset (Factory Reset) on the Gabb Watch 3

1. On the MyGabb App: Unpair the watch
   1. Select the "Devices" tab
   2. Select "Profile" on the watch you need to unpair
   3. Scroll to the bottom of the profile and select "Remove Device"
   4. Select "Remove and Reset"
2. On the Watch: Factory Reset the watch
   1. Place the watch on the charger
   2. Press the back button (top right button) 10 times fast
   3. Select the checkmark on the watch
   4. The watch will power off, factory reset, then power back on when it’s finished
   5. Pair back to the watch

Reset with Customer Support:

1. Our Customer Support can preform many resets to help resolve this
2. Contact Customer Support by Live Chat on www.gabb.com, or by phone at 385.235.6646 Monday-Friday from 7:00 a.m-6:30 p.m., MT or Saturday from 7:00 a.m.-3:00 p.m. MT

Hope this helps!

-Reagan