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ANT+ Agent not recognized by computer

Former Member over 9 years ago

Hello Garmin.

When I try to connect my ANT stick to my computer, I get the follwing message (in Danish) which basically says that my computer does not recognize the USB.

Neither Garmin Express recognizes it.

The strange thing is that I had the same problem 2-3 months ago. I contacted the Garmin Denmark and they sent me a new unit. However, after just 2-3 months I get the exact same problem on this new unit.

Any ideas what is wrong?

Regards
Alexander

0 EXPRESSCUSTOMERCARE over 9 years ago

How long has it been since you rebooted the computer? Did you install any new software, OS, or security updates that may have corrupted the drivers? When you say you got a new unit, do you mean just a new ANT Stick?

You may want to reinstall Garmin Express so that the ANT + drivers are reinstalled on the computer.

Have you tried different ports on the computer? Is this a desktop or a laptop? Have you tried installing Garmin Express on a different computer and connecting the ANT Stick to see if it is detected? If it is, then the issue is something corrupting the drivers on your original computer or some kind of hardware conflict possibly.

Lisa

0 Former Member over 9 years ago

Hello Lisa.

I have rebooted recently without any succes and to my knowledge the problem didnt occur after I installed something on my computer.

And yes, I mean I got a completely new ANT stick.

I have tried reinstalling Garmin Express without any succes and I've tried all ports on my computer, which is a laptop. I've also tried installing the latest version of Garmin Express on a different computer and connected the ANT stick, but I got the exact same message (I did that with my last unit as well).

Regards Alexander

0 EXPRESSCUSTOMERCARE over 9 years ago

AGK1991

It sounds like the ANT Stick has failed again. Things that can cause the ANT Stick to fail are environmental issues like temperature, moisture, a drop onto a hard surface, and electrostatic discharge. If you have ever touched it and felt a slight static electricity shock it may have been enough to cause the ANT Stick to fail.

Tim

0 Former Member over 9 years ago

Hello Tim.

While I cannot say anything with certainty, I don't think it's been exposed to extreme environmental issues.

It's been sitting in my laptop all the time.

I don't recall having felt any static electricity shock.

Are there any other ways of transferring data from a Garmin 910xt to a laptop besides the ANT stick. At the moment my watch is useless unfortunately.

Would you want me to send the failed unit for inspection?

Regards Alexander

0 EXPRESSCUSTOMERCARE over 9 years ago

AGK1991

Unfortunately, there is no other way to send the data from the Forerunner 910XT to Garmin Connect. The transfer process requires an ANT Stick. You will need to purchase a new ANT Stick to upload your data.

At this time, we are not issuing RMAs for ANT Sticks so it will not be necessary to send yours to us.

Lisa

0 Former Member over 9 years ago

Well I thought you might be interested in figuring out why it happens.

It is really frustrating, since I've been happy with the watch itself. However, if I have to buy a new ANT stick everytime it fails, then there might be better options out there.

Anyway. Thanks for your help.