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We are unable to sign you in because our servers are unavailable at this time

Former Member over 9 years ago

PROBLEM

I cannot login via Garmin Express. Error Message reads: "We are having trouble linking to your Garmin Connect Account". I click the "Sign In" button ..enter Login and password...next Message reads : "There was a problem connecting to the Garmin Servers".."We are unable to sign you in because our servers are unavailable at this time". It has said this for three days.
If I intentionally type an incorrect password it appears to be able connect as it can tell me that my password is incorrect.
I can connect to Garmin Connect and view all my past activity, but I cannot upload new activity via Garmin Express because I cannot login due to the above messages.

SOLUTION !!!!!! :-)

Garmin Express Customer Care came to the rescue in the end :-). Here was their recommendation which completely solved the problem.

-1. Upload 'manually' by selecting the '+' icon in the top right had corner of Garmin Connect and selecting 'Upload your activities', then selecting the 'Manual Upload' tab, connecting my Garmin device, opening File Explorer, locating my device as an attached drive (e.g. when your watch is connected to your computer it appears as another drive on your computer :-) ).
) and navigating to the 'Activity' subfolder where my *.FIT files are. Then dragging the most recent *.FIT files into the 'Drag and Drop' box. ..yaay... Files uploaded.

Now that all your training records are safe...
-2. Open Garmin Express, Right Click on your Garmin Device and delete it by selecting 'Remove From Express'.
-3. Delete all the old activity files that have already been uploaded to Garmin Connect from the 'Activity' folder on your Forerunner
-4. Delete the file GarminDevice.xml
-5. Delete all the Device.FIT files from inside the Garmin folder.
-6. Look for a folder called FileHistory in the main or parent directory and delete that (if you have one, you might not...I didn't, so I skipped this step).
-7. Disconnect the watch from the computer and and stop and restart it (complete power down, like a cold boot).
-8. Connect your watch to your computer again and try to add it to Garmin Express (via Add Device).

The watch will recreate the .XML and .FIT files and hopefully correct the issue (well it did for me).

-9. OPTIONAL STEP: Only required if there was a FileHistory folder, please see the FAQ 'Why is the memory full on my device after connecting it to a computer running Windows 8 or newer?'
support.garmin.com/.../case.faces (support.garmin.com/.../case.faces

Now everything should be working again.

Hope this helped you, like it did me :-)

.....

OTHER THINGS I TRIED BEFORE THE SOLUTION ABOVE WHICH DID NOT HELP ME (...but might help you as you problem might be slightly different....the error is meaningless and may not have anything to do with the remote server.)

Also if I try http://omt.garmin.com/ , it says I connected successfully.

Also https://connect.garmin.com/en-US/status shows ‘uploads’ as far as Garmin technical is concerned are working fine.

I followed the steps in: support.garmin.com/.../simpleCase.htm , still the problem persists.

If I turn OFF my firewall for 'Domain', 'Public' and 'Private' ... the exact same error persists... so I don't believe it is a Firewall issue.

My environment is: Garmin Express v4.1.16.0 on Windows v10.0.10.586 on Surface Pro 3.

I can successfully upload 'manually' by selecting the '+' icon in the top right had corner of Garmin Connect and selecting 'Upload your activities', then selecting the 'Manual Upload' tab, connecting my Garmin device, opening File Explorer, locating my device as an attached drive and navigating to the 'Activity' subfolder where my *.FIT files are. Then dragging the most recent *.FIT files into the 'Drag and Drop' box. ..yaay... But Garmin Express would be the preferred quick method and it still does not work.

I have loved Garmin for years, so to be fair this is my first ever frustration. The 220 is a wonderful piece of kit.:-)

From: Christchurch, New Zealand (is this a NZ server only problem????)

Support Assistance would be much appreciated Garmin :-)

Cheers
Matt

0 pshare over 9 years ago

I don't think many people have the same problem - today.

I had that issue a while back when I updated to a new version of Connect. The problem was caused by a vpn script on my computer. I found an FAQ that indicated that my computer should be set to obtain IP address automatically. Once I did that, the problem went away.

I suggest you do a search through the forums for your issue. You'll find the link to the FAQ.

0 EXPRESSCUSTOMERCARE over 9 years ago

mattnzkiwi

Have you followed all the troubleshooting in our FAQ What should I do if I receive a server error while using Garmin Express?

If so and you are still receiving the server error, check the Garmin Connect settings in Garmin Express. This is through the Device > Tools > Garmin Connect.

I also recommend deleting the device from Garmin Express and adding it back but before doing so, the current activity files should be uploaded manually from your Forerunner 220: What should I do if I am unable to sync my mass storage fitness device using Garmin Express?

How do I delete a fitness device from Garmin Express?

Lisa

0 Former Member over 9 years ago

Manual Upload and Garmin Express uninstall\reinstall gives same error

Hi Lisa,

I had already tried FAQ What should I do if I receive a server error while using Garmin Express?

But I have tried again to ensure I didn't miss anything.

I noticed that ´my Time was wrong on my computer... a new phenomenon since Windows 10 was install and the end of last year. Though Express has been working until I report the problem last week. I have now reset the time correctly. But the Garmin Express problems persists.

I tried the Manual Upload (which works) and Garmin Express uninstall\reinstall, but while adding my Forerunner 220 back in as a device, Express reported a similar error "we are unable to add this device because our servers are unavailable at this time".

Though thank you for your help so far ... much appreciated :-)

Kind Regards
Matt

0 EXPRESSCUSTOMERCARE over 9 years ago

mattnzkiwi

I am sorry for the troubles. This is difficult to diagnose over the forum but I suspect this may be an issue with a file or two on the Forerunner 220. Do you allow the free space on the 220 to get low? I suggest you remove all the old activity files that have already uploaded to Connect from the Activity folder, then delete the GarminDevice.xml and the Device.FIT files from inside the Garmin folder. Also, look for a folder called FileHistory in the main or parent directory and delete that. Disconnect the watch from the computer and allow it to start up. Connect it again and try to add it to Garmin Express. The watch will recreate the .XML and .FIT files and hopefully correct the issue, if there was a FileHistory folder please see the FAQ below.

Why is the memory full on my device after connecting it to a computer running Windows 8 or newer?
https://support.garmin.com/support/searchSupport/case.faces?caseId={3c80a920-e47c-11e4-6e13-000000000000}

If you continue to have troubles please contact Product Support by phone so the issue can be investigated.

Curt

0 Former Member over 9 years ago

SOLUTION to server connection problem

MANY MANY THANKS Curt !!! :-) That fixed the problem :-) .. though I didn't have a FileHistory folder so skipped that step. Thank you for your response and expert advice ...have a lovely day :-) ..I'm off for a run. :-)