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Android Recovery Error Message

Posted: Tue Sep 10, 2019 4:43 pm
by sphartzell
The watch is stuck on this message and won't reboot. If I swipe as it suggests it attempts to restart and then displays the message again. It is essentially dead in the water at this point. How can this be fixed. A google search indicates that this is a known problem but I haven't found the fix for it. I'm using the watch along with a Google Pixel 2 phone.

I can't seem to get the photo to upload. The message says:

Android Recovery
mobvoi/catfish/catfish
9/PWDD.190617.007/5673361
user/release-keys
Swipe up/down to move.
Swipe left/right to select.

Can't load Android System. Y
Current Item: 1/2
Try Again

Re: Android Recovery Error Message

Posted: Tue Sep 10, 2019 7:12 pm
by Opschor
Had also similar issue with factory reset but fix it somehow. Try to remove wear os app on phone and clear also cache. Restart phone and install wear os app and try again

Re: Android Recovery Error Message

Posted: Fri Sep 13, 2019 3:11 pm
by Sabertooth
sphartzell wrote:
Tue Sep 10, 2019 4:43 pm
The watch is stuck on this message and won't reboot. If I swipe as it suggests it attempts to restart and then displays the message again. It is essentially dead in the water at this point. How can this be fixed. A google search indicates that this is a known problem but I haven't found the fix for it. I'm using the watch along with a Google Pixel 2 phone.

I can't seem to get the photo to upload. The message says:

Android Recovery
mobvoi/catfish/catfish
9/PWDD.190617.007/5673361
user/release-keys
Swipe up/down to move.
Swipe left/right to select.

Can't load Android System. Y
Current Item: 1/2
Try Again
Greetings sphartzell!

Can you describe what was going on before you received the error message? Were you doing something on the watch? Did it just restart? More details may be helpful. I've forwarded your information to two of the Ticwatch Pro engineers for review but it's a holiday weekend for them in China so we may not get a response until Monday.

You can try to reset the watch normally by holding the upper button for more than 10 seconds and see if shuts off. Then you may need to press the button to start the watch. If you end up in the same place or have a different issue, let me know.

Sabertooth
Mobvoi Global Moderator

Re: Android Recovery Error Message

Posted: Fri Sep 13, 2019 4:01 pm
by sphartzell
Thank You for responding Sabertooth. Nothing was going on prior to the problem. I put it on the charger and went to bed, as I always do. In the morning I had the error message. When I restart the watch as you suggest the TICWATCH logo appears followed with the time in the center and the colored dots circling the perimeter. After about five minutes the message reappears. I am not able to get to the settings menu. I was hoping there might be a way to do a hard reset externally using the buttons and not the menu. Also, I tried to upload a picture of the message but the board won't let me upload it.

Re: Android Recovery Error Message

Posted: Sat Sep 14, 2019 1:17 pm
by Sabertooth
sphartzell wrote:
Fri Sep 13, 2019 4:01 pm
Thank You for responding Sabertooth. Nothing was going on prior to the problem. I put it on the charger and went to bed, as I always do. In the morning I had the error message. When I restart the watch as you suggest the TICWATCH logo appears followed with the time in the center and the colored dots circling the perimeter. After about five minutes the message reappears. I am not able to get to the settings menu. I was hoping there might be a way to do a hard reset externally using the buttons and not the menu. Also, I tried to upload a picture of the message but the board won't let me upload it.
Greetings sphartzell!

Thanks for the additional information. As I say, I've put your details before two of the Ticwatch engineers for review but due to a holiday weekend, I don't expect a response until Monday morning (in China) at the earliest. I'm sorry I can't get you help more quickly.

If you think of anything else that may be useful in diagnosing your issue, let me know.

Sabertooth
Mobvoi Global Moderator

Re: Android Recovery Error Message

Posted: Mon Sep 16, 2019 2:37 pm
by Sabertooth
Greetings sphartzell!

As long as the boot failure isn't the result of installing a custom unsupported firmware, the engineers respond that this is not a normal or expected behavior and you should file a warranty claim at https://support.mobvoi.com/.

Sabertooth
Mobvoi Global Moderator

Re: Android Recovery Error Message

Posted: Thu Sep 19, 2019 8:09 pm
by cmccrkn
I am having this exact same problem today under the exact same circumstances. Maybe it is more normal and expected than you indicate?

Re: Android Recovery Error Message

Posted: Thu Sep 19, 2019 8:54 pm
by cmccrkn
I think I solved this on my Pro. The screen tells you to swipe up and down to change options. Instead, use the lower button to scroll through options until you find the option to delete personal data. Then use the upper button to confirm this and the watch will reset.

Re: Android Recovery Error Message

Posted: Fri Sep 20, 2019 7:32 am
by Sabertooth
cmccrkn wrote:
Thu Sep 19, 2019 8:54 pm
I think I solved this on my Pro. The screen tells you to swipe up and down to change options. Instead, use the lower button to scroll through options until you find the option to delete personal data. Then use the upper button to confirm this and the watch will reset.
Greetings cmccrkn!

I have noted your recurrence of the issue to the in-house support channel along with your suggested solution.

Sabertooth
Mobvoi Global Moderator