FAQ for Smart Watch Q19 Pro

Q1: Keep Heath app can not be installed on phone well?

A1: 1) For iOS, make sure the iOS version is 9.0 or higher. It can be downloaded and installed via App Store.

2) For Android, if your phone system owns built-in Google Play store, you can download the install it via the store directly.

If It still does not work, please contact our technical support for further help.

Q2: Keep Health App crashed when starting it, what can I do?

A2: Please follow steps below to further troubleshoot the problem.

  • Make sure Keep Health app has already been latest version.
  • Close other apps and only run Keep Health app to have a try.
  • Please restart your phone firstly and try again.
  • Authorize all permission to Keep Health app and make sure there are enough storage space firstly, and try to open it again.

Q3: Why can’t Keep Health app connect to the watch?

A3: Please follow steps below to further troubleshoot the problem.

  • Make sure Bluetooth on your phone is enabled and recommend keeping the distance between watch and phone under 1 meter when you try to connect to watch for the first time.
  • If you use an Android phone, you also need make sure Keep Health app has been authorized to use GPS location permission on your phone.
  • If there is no problem with settings above, please try following methods to connect.
  1. Disable the Bluetooth of phone and enable it again.
  2. Restart the watch firstly, and then try again.
  3. Restart the Keep Health app and try again. If available, please reboot your phone to have a further test.
  4. If all methods above do not work, please restore the watch to the factory settings firstly, and then check if there is a paired watch in the Bluetooth of phone. If yes, please delete the paired watch, go back to Keep Health app, scan the watch and try to connect to it again.

Q4: Why can’t my watch receive push message?

A4: Please follow steps below to further troubleshoot the problem.

  • Make sure firmware on watch and Keep Health app are the latest version;
  • Make sure Bluetooth connection between watch and phone is under normal status. You can open Keep Health app and check if the data can be auto synchronized well.
  • Make sure message notification feature is enabled on Keep Health app.
  • Message notification can only show on the status bar of phone or watch, so you need go to Notification Center under phone settings and turn on Message Display on bar and lock screen.
  • For Android phone, phone system will auto kill the background apps in a certain time for saving power. You need to go apps management under phone system settings, find out Keep Health app and enable "Allow running background”.
  • For iPhone, please go to System Settings—Bluetooth—Select your watch, enable “Share system notification” option. In theory, this option is auto enabled when you connect to the watch via app at the first time. If not, you can manually enable it.
  • If there is no problem with all settings above, you can restart your phone and reconnect the watch to have another try.

Q5: Why does Bluetooth connection between phone and watch drop off frequently?

A5: Please follow steps below to further troubleshoot the problem.

  • Make sure the firmware of watch and Keep Health app are the latest version;
  • Make sure Keep Health app is authorized to use the GPS location permission.
  • Please open Keep Health app and check if it can auto connect to the watch. If yes, Keep Health app might not work in background well. You need to go apps management under phone system settings, find out Keep Health app and enable "Allow running background” (Mainly For Android phone).
  • If there is no problem with settings above, please try following methods to connect.
  1. Disable the Bluetooth of phone and enable it again.
  2. Restart the watch firstly, and then try again.
  3. Restart the Keep Health app and try again. If available, please reboot your phone to have a further test.
  4. If all methods above do not work, please restore the watch to the factory settings firstly, and then check if there is a paired watch in the Bluetooth of phone. If yes, please delete the paired watch, go back to Keep Health app, scan the watch and try to connect to it again.

Q6: Why is the step count inaccurate?

A6: Amplitude, frequency, law of swing arm will have a certain influence on the step counting. It depends on people’s walking posture, walking habits, walking speed, walking continuity and road condition. You can try following method to improve the accuracy.

  • Please input information including gender, height, weigh on the app and synchronize them to the watch.
  • Wear the watch make sure the watch is tied to your wrist tightly.
  • Let Keep Health app keep working in background so that GPS location information of phone can be synced to the watch. It will increase the accuracy of step count.

Q7: Raising the wrist to wake up screen is insensitive, what can I do for it?

A7: In order to avoid activating the screen by mistake when turning wrist unconsciously during use, the sensitive has been partially restricted. You can follow steps below to find a best wrist turning angle to activate the screen. It might take some tests.

  • Wear the watch make sure the watch is tied to your wrist tightly.
  • When you walk or stand, you can raise your wrist from the side of your body to look at the screen naturally. (Make sure the screen is horizontal and face your eyes well.)
  • When you sit, you can turn your wrist outwards (preferably 90 degrees) and then turn back inwards so that the screen faces your eyes.

Note: If the watch is under sleep mode for a long time, there might be 1- or 2-seconds delay when try to raise the wrist to activate the display.

Q8: How to increase the battery life?

A8: If the battery runs out too fast, you can try followed steps to increase it.

  • Reduce the screen brightness;
  • Reduce time length of screen display when it’s wakened every time;
  • Turn off timed heart rate and temperature measurement;
  • Switch to Power Reserve Mode.

Q9: Does it have a built-in GPS?

A9: No, it uses the GPS feature of your phone via the app.

Q10: Can the watch set alarms, if so, is there a vibrate option?

A10: Yes, the watch has alarm settings and it only vibrates. No sound will come from the watch.

Q11: Can I make a call or reply text message via this watch?

A11: No, you can only reject the call or receive notification of the text message. You can view part of content in text message.

Q12: Can the watch work without phone nearby?

A12: All the functions are available without a phone EXCEPT, weather, call or text alerts, and music (which plays through the phone), camera control (which control camera on phone)