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Can't connect to GC during addition of a device

Former Member over 9 years ago

Hi,
I am trying to add a new device to Garmin Express. GE recognize the device and then I need to link it to my GC account. I need to sing in by entering my e-mail and my password. When I do that I am getting an error message "We're unable to sign you in because our servers are unavailable at this time". I should mention that I have no problem signing in to GC via the website and/or my phone app. So it seems like its not a problem in their servers (I'm getting this error message all the time for quite some time).
I can't link my device, can't configure its wifi - I really need help here...
Thanks!
Itay

0 Former Member over 9 years ago

Same problem with me, yesterday and this morning. Tried to add my new Fenix 2, but no dice

0 Former Member over 9 years ago

I do hope its indeed a problem at Garmin end because when I searched on the web for this problem some of the solutions were to create a new connect account... which means I will loose years of activities and information...

0 pshare over 9 years ago

Everything is working properly for me.
There's an FAQ about what to do about this error.

If Garmin Express displays the error message We are unable to add this device because our servers are unavailable at this time or Sorry, we're having a problem with communicating with our servers, follow the steps below to resolve the issue.

•Ensure that Garmin Express is up to date

Update Garmin Express to the current version using the instructions in the FAQ How do I update Garmin Express?

•Internet Connection

Ensure the Internet connection meets the system requirements for Garmin Express. A high-speed Internet connection is required. Garmin Express is not intended to be used with mobile broadband (such as MiFi, AirCard, or cell phone tethering), satellite, fixed wireless, or dial-up Internet connections.

•Computer Date and Time Settings

Incorrect date and time settings on the computer can cause communication errors between Garmin Express and the Garmin servers. To adjust the date and time settings, use the instructions in the FAQ How do I verify that the time, date, and time zone settings are correct on my computer?

•Internet Security/Firewall

Security programs can affect the communication between a computer and the Garmin servers. It may be necessary to disable any and all security programs to allow Garmin Express to communicate. Refer to the instructions provided by the application publisher to disable any security programs installed to the computer.

•Proxy/LAN Settings

Incorrectly configured proxy and/or LAN settings may affect the connection between the Internet and Garmin Express.

Windows:

- Press the Windows key on the keyboard
- Type Internet Options
- Click Internet Options
- Click the Connections tab
- Click LAN Settings
- Select the box "Automatically detect settings"
- Clear any boxes for use of a proxy server
- Click OK, then OK again

Mac OS X:

- Click the Apple icon
- Click System Preferences
- Click Network
- Click Ethernet
- Click the Advanced button
- Click the Proxies tab
- Select the box "Auto Proxy Discovery"
- Click OK

Garmin Express should now be able to connect to the server.

0 Former Member over 9 years ago

Phil -
Thanks for the info. That would be relevant if something has been changed (my firewall, GE version etc.) - however, I did nothing except accidentally removing my device, and since then - I am no longer able to add it. I got this message on my desktop as well as on my laptop. I uninstalled GE and re-installed - but without any help... oh well...
Itay

0 EXPRESSCUSTOMERCARE over 9 years ago

irousso

I am sorry you are having trouble adding your device to Garmin Connect. It sounds like there may be a setting in Garmin Express causing trouble. If we delete this data, Garmin Express will create new data when you try adding your device to it again. Please try the following:

Make sure Garmin Express is closed.
Press the Windows key + "R" ot open a "Run" command.
Type in %programdata%\garmin and press "Enter".
Right-click on the "CoreService" folder.
Select "Delete" and confirm you want it deleted.

Now, please try adding your device back to Garmin Express and see if it will connect correctly. You will have to add any other devices back to it as well.

If you still have trouble, please call ">Product Support">Product Support for additional troubleshooting.

Dave

0 Former Member over 9 years ago

Dave - thanks for the help, unfortunately it did not solve the problem. I am still getting the same error message...
Itay

0 SUSSAMB over 9 years ago

Then as Dave suggested you will need to call Product Support for some detailed troubleshooting.