Apple Watch constant auto-lock? Help please!

Question

Level 1

11 points

Apple Watch constant auto-lock? Help please!

A year or so ago, my then 8 month old Apple watch wouldn't stay unlocked on my wrist. Nothing appeared on the forums, but I got some good advice. I unpaired and re-paired, turned off and on again, cleaned the contacts, tightened the strap - all to no avail. In the end I sent it back to Apple as it was still under warranty, and they replaced it. The software is up to date.

Now I have the same problem with the new one - and no warranty!

Before I buy a new one, has anyone any ideas? This must have happened to other people if its happened to me twice.

I'd be really grateful for any potential solutions - there are some really smart people on here! Thanks very much in advance, regards Deb

Apple Watch, watchOS 2.1, sport version

Posted on Jan 29, 2017 7:50 AM

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Answer 1

Jonathan UK

Level 10

164,101 points

Jan 29, 2017 8:56 AM in response to Deb326

Hi

In addition to the steps that you have tried previously, the following steps may help:

If you have not yet done so (your question contains conflicting information), update your iPhone and Apple Watch to the latest software, starting with your iPhone:

The latest versions are currently iOS 10.2.1 and watchOS 3.1.3.
Update the iOS software on your iPhone, iPad, or iPod touch - Apple Support
Update the software on your Apple Watch - Apple Support

Check that Wrist Detection is still enabled:

On your iPhone in the Watch app, go to: My Watch > General > Wrist Detection - confirm that this is turned on.
Note that Wrist Detection can be affected by temporary or permanent skin changes, such as by some wrist tattoos.

If passcode restrictions are enforced on your iPhone (via a corporate configuration profile, mobile device management or Exchange policy), contact your device administrator for assistance, as such restrictions also affect Apple Watch.

Otherwise, I suggest that you contact Apple Support (mail-in service may be available), make a Genius Bar reservation or visit an Apple Authorised Service Provider with a view to having your watch checked and, if recommended, serviced / replaced:

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Answer 2

Deb326 Author

Level 1

11 points

Feb 6, 2017 10:13 AM in response to Jonathan UK

Jonathan UK - you are a genius! As you suggested,

I managed to get the profile temporarily lifted on my company iPhone, and turned off the passcode. This then allowed me to turn off the passcode lock on my watch - and bingo it works again! I've taken off Apple Pay - so I think that's the only downside of having it unlocked all the time.

Thank you! If it happens again on y new watch I'll know how to fix it.

Regards Deb

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Answer 3

Jonathan UK

Level 10

164,101 points

Jan 29, 2017 9:16 AM in response to Deb326

You're welcome!

You have previously advised that, in the Watch app, the option to Turn Passcode Off was greyed out.

This is consistent with restrictions being applied to your iPhone - and therefore also to your watch - which may lead to the passcode being required each time you wish to use your watch.

I suggest that you consult your device administrator for assistance.

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Answer 4

Deb326 Author

Level 1

11 points

Jan 29, 2017 9:21 AM in response to Jonathan UK

That's correct, however that's been the case for the nearly two years I've had the two watches, and apart from the instances mentioned, the watch has worked perfectly well. It does seem odd that it's happened to me twice, that there is very little mention of the issue on the forum and that Apple couldn't work out what was wrong the first time it happened. Puzzling. I'll talk to my admin as well and see if I can get that restriction lifted. Thanks again!

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Answer 5

maxcasal

Level 1

43 points

Feb 7, 2017 5:51 AM in response to Jonathan UK

I started to have the same issue yesterday. Apparently wrist detection was not working.

I unpaired and paired again the watch. It worked fine for few hours and then the problem is back.

We are using Mobileiron. Maybe a new restriction has been pushed?

Passcode off is greyed. No idea if it was also before.

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Answer 6

Deb326 Author

Level 1

11 points

Feb 7, 2017 11:02 AM in response to maxcasal

Hi Max

We also use mobile iron - but it happened to me a year ago as well so it may not be an update that's causing the issue . In the mobile iron app I removed the company profile temporarily then turned off the passcode lock on the phone. This then released the passcode switch-off on the watch. Then when I reinstated the mobile iron profile the passcode on the phone was turned on again and the watch one remained off.

Hope it works for you too, rgds Deb

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