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Fenix 3 not pairing with Garmin Express

6co2000 over 9 years ago

Hello

just got a brand new fenix.
I added it to my mobile app on android in two seconds. BUT...
Impossible to pair it with my Garmin Express on my PC.
I can see that it is charging when the USB is set up on USB mass storage. The watch face does show a little USB icon showing that the watch is indeed connected.
But Garmin Express is not reconignizing the Fenix3!!

I have numerous other garmin devices all connected to the Garmin Express.
Any clue? this is straight out of the box...

thx
6co

0 6co2000 over 9 years ago

additional clues

if that helps and fwiw:

1. I cannot see the fenix 3 in windows explorer. I dont know if am supposed to see it though
2. Also, it only charges while doing that insane process:
while plugged to USB: go to settings and change Mass Storage to "Garmin"
then change it back to "USB Mass storage"
and now it starts charging. But I still cannot see it in windows explorer or in Garmin Express
3. strangely, when it is fully charged this way, I press any button and it takes me to the set up screen like the very first time I switched it on!! Like asking me for language, male/female, weight, etc.. (!!)
4.. My Garmin Express is up to date, but the device is not (according to Garmin Connect app on my android device)

definitely very weird....
thanks for your help!

6co

0 6co2000 over 9 years ago

another clue if that helps...

my firmware is 4.8...
and it is of course impossible to update the fw without Express...

0 EXPRESSCUSTOMERCARE over 9 years ago

6co2000

I am sorry that you are having trouble with your Fenix 3. The device should show up as a drive on the computer. If this is not happening, the device is not communicating with the computer and Garmin Express will not be able to see the device. You can try a boot block on the device to see if the computer will pick it up so that you can update the firmware.
To boot block the Fenix 3:

Press and hold the START/STOP button
Connect the device to the computer
Wait until the device is recognized as a drive by the computer (it may take up to 30 seconds)
You may receive a prompt about drivers installing and/or failing to install. Ignore this message.
Release the button after the device displays as a drive

You can also try the steps here:
Why is my Garmin mass storage or MTP device not communicating with Garmin Windows applications?

If you are still having trouble, it would be best to contact Product Support by phone.

Jason

0 6co2000 over 9 years ago

It's working now!!

Jason, thanks for your tips. I have tried them all but none of that worked... Even tried factory reset, master reset, and any other kind of rebooting tips I could find on this forum.
I therefore contacted customer support in the US and a very amicable lady got it to work for me!
Turns out, I was not entirely finishing the initial set up... by selecting: get automatic time by GPS, but being inside, it would not get the GPS signal, so the watch would be confused and would not allow to connect to the PC.
She made me say NO to the time question, after a master re-boot, and the watch then happily connected to the PC and eventually appeared as a drive and in Garmin express. From there, updating from 4.8 to 6.5 was a breeze.
Thanks to the forum community for all these tips and thanks to you Jason and customer support in the US. I am now a happy runner!

Cheers
6co