Apple Watch troubleshooting

Activation problems

Having trouble pairing or activating your Apple Watch? Try these solutions.

Passcode request

If you have to enter a passcode, it’s because your watch is still paired with another iPhone. To activate the watch and pair it with your device, you need to reset it.

Activation Lock screen

If you see the Activation Lock screen, this means your Apple Watch is already linked to an Apple account. To continue with setup, enter the email address and password associated with the Apple account. If your Apple Watch was previously owned by someone else, you may need to contact them to remove Activation Lock.

Error message or other activation issue

1. Make sure your devices have the latest version of iOS and the minimum required carrier version.
2. Restart your iPhone.
3. Restart your Apple Watch.

No connection

Apple Watch can only connect to the LTE network in Canada. Your watch can’t independently connect to cellular networks when you’re outside the country.

To connect your Apple Watch to Videotron’s cellular network, it must be compatible with North American cellular networks. Also, you must finish pairing it with your iPhone and activating the smartwatch Mobile plan.

Still having connection issues after completing the above? Check the following items:

Check your watch’s connection mode

View the status icons to see how your watch is connected. This can help you identify the issue.

1. Press the side button on the watch to display Control Centre.
2. Check the cell antenna icon in the upper left corner. It indicates whether your smartwatch Mobile plan has been activated properly:
   • “LTE” on a green background: The mobile plan is active, and the watch is independently connected to the cellular network.
   • Black antenna on white background: A Mobile plan has been configured but is not being used.
   • White antenna on black background: No mobile plan is configured on the watch, or the cellular connection is disabled.
3. Check the status icon at the centre of the top screen. It shows your watch’s connection status:
   • Green signal bars: The watch is connected to the cellular network.
   • Green phone: The watch is connected to an iPhone via Bluetooth.
   • Blue signal point (Wi-Fi icon): The watch is connected to a Wi-Fi network.
   • Red “X”: No connection.

Check your smartwatch Mobile plan status

Not sure if your smartwatch Mobile plan is properly activated? Follow these steps to check your plan status:

1. Launch the Watch app on your iPhone.
2. Select Cellular.
3. Under Cellular Plan, you should see Videotron; press the “i” beside it.
4. Select Manage Videotron Account and note the ICCID (eSIM number) and IMEI (device number) of the watch linked to the plan.
5. Log in to My Account.
6. In the Services and Equipment section, make sure you see the numbers you noted. This indicates that your watch is linked to your iPhone.

Text message issues

When your iPhone is close to your Apple Watch, messages are transferred from the phone to the watch via Bluetooth. Make sure this feature is enabled.

When your iPhone isn’t close to your Apple Watch, you need to configure iCloud and iMessage to transfer messages to the watch:

1. Activate iCloud for messages on your iPhone. Access Settings > Apple Account > iCloud > Messages, then toggle Use on this iPhone to on.
2. Activate iMessage on your iPhone. Go to Settings > Apps > Messages and toggle iMessage to on.
3. Activate iMessage on your watch. Open the Watch app on the linked iPhone and select My Watch > Messages > Mirror my iPhone.

If needed, see the help page on troubleshooting text message issues with Apple Watch.

To synchronize messages between your phone and watch, you must have enough free storage space in your iCloud account. If there isn’t enough space or if iCloud is not activated, the watch can still send and receive messages, but they will not be synched with your iPhone.

How to update iPhone and Apple Watch

Make sure your iPhone and watch have the latest software and carrier versions.

Updating Apple Watch from the watch

Before updating your devices, plug the Apple Watch into its charger and place it close to your Wi-Fi-connected iPhone. The Apple Watch must be charged to 50% or higher for the installation to begin.

1. Open the Settings app on your Apple Watch.
2. Select General > Software Update.

Updating Apple Watch from your iPhone

1. Launch the Apple Watch app on your iPhone.
2. Tap My Watch and go to General > Software Update.
3. If an update is available, click Download and Install.

For more information, see Apple’s help page on updating Apple Watch.

Updating iPhone

1. In Settings > General, select Software Update.
2. If you see more than one update option, choose the one that you want to install.

For more information, see Apple’s help page on updating iPhone.

Updating the carrier version

Your iPhone and Apple Watch must have the following carrier versions:

• iPhone: Videotron 64.1 or higher
• Apple Watch: Videotron 34.1 or higher

To check the carrier version on each device:

1. Go to Settings > General > Information.
2. Go to the SIM or eSIM section.
3. Check the Videotron carrier version. If applicable, a message will indicate that an update is available.

How to turn off and restart your Apple Watch

Are you experiencing issues other than those discussed above? Try restarting your Apple Watch and the paired iPhone.

Restarting your Apple Watch

1. Hold down the side button until the sliders appear.
2. Tap the Power icon then drag the Power Off slider to the right.
3. To restart your Apple Watch, hold the side button until the Apple logo appears.

Restarting the iPhone paired with your Apple Watch

1. Go to Settings > General > Shut Down.
2. Hold down the top or side button until the Apple logo appears to turn your iPhone back on.