No sound or poor call quality during calls/video calls using the HUAWEI kids watch

Problem

During calls/video calls using the kids watch, the user cannot hear the other party's voice, the other party cannot hear the user's voice, or there are issues such as crackling sounds, noise, echoes, howling sounds, or volume fluctuations.

Solution

1. Check the network connection of the watch or the device you're calling.
   • If the network signal of your watch or the device you're calling is poor, for example, if the watch or phone has less than three bars of signal () or no Internet connection (), this can cause no sound or poor call quality.
   • Move to an area with a good signal such as an outdoor area or a balcony and then try again. If the signal strength remains the same, remove and reinsert the SIM card and restart the device. If you still cannot get a network connection, the nearby base station or SIM card service may be faulty. In this case, contact your carrier for assistance.
2. Adjust the call volume on the watch.

   On the call/video call screen of the watch, tap the speaker icon () to increase the volume.

3. Check the watch's wearing or holding status.
   • Keep the watch relatively still during a call. Do not swing your arm, rotate your wrist, remove or rub the watch strap, run, or rub the watch against clothing, such as sleeves. This ensures that the microphone picks up your voice clearly and the call quality is good.
   • During a call, raise your wrist to keep the watch about 10 cm away from your mouth. This ensures a louder and clearer sound for the other party. If you lower your arm, the distance between the watch and your mouth may exceed 30 cm, and the sound picked up by the watch's microphone will be relatively low.
4. Check the distance between the watch and the device you're calling during a call.

   If the watch is too close to the phone (or another device you're calling), the sound from the watch during a call can be picked up by the phone's microphone, transmitted back to the watch, amplified, and played by the watch. This sound can then be picked up by the phone's microphone again, creating a feedback loop that leads to howling sounds and echoes. This does not indicate a quality issue. It is recommended that you keep the watch more than 10 meters away from the device you're calling during a call. Thank you for your understanding and support.

5. Check whether the speaker or microphone hole of the watch is blocked by foreign objects.
   • Hold the watch with the microphone or speaker hole facing downward. Use a clean soft brush to remove any dust. Then try again.
   • If the speaker or microphone hole is still dirty, wash the hole with clean water at room temperature. Then drain the water as prompted and let it dry before using it again.
    

   • When wearing the watch, avoid getting substances like shower gel, shampoo, cola, or milk into the speaker or microphone hole. If these substances enter the hole and are not cleaned, they can block the microphone or speaker hole and cause issues such as no sound, low volume, or noise during calls.
   • A self-purchased and installed protective cover may also block the microphone or speaker hole. It is recommended that you remove the protective cover and try again to check whether the issue is resolved.

If the issue persists

If the issue persists, the watch hardware may be faulty. In this case, send your watch photos and documents to the HUAWEI FamCare app via chat, and take your watch and proof of purchase to an authorized Huawei Customer Service Center for assistance.

To learn more

Unable to answer or make voice calls on the HUAWEI kids watch

HUAWEI kids watch cannot make video calls, or the other party doesn't receive any notifications after a video call is made from the kids watch