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Express says it is syncing my Edge 500, but no files upload or download

Former Member over 9 years ago

My Edge 500 used to synchronize perfectly, but since (maybe?) last fall that seems to have stopped. Garmin Express acts as if it is synchronizing, then announces a successful synchronization, but my activity files have not in fact downloaded (nor will the courses I am trying to get onto the Edge 500 upload). I can see the activity files using the Windows 10 File Explorer, and Garmin Connect will manually download the activity files, but that is not the same as synchronization. Having to manually download all of my activity files, and not being able to upload any courses (I cleaned out all of the files on the Edge 500 at the end of last season) is a real problem. Edge 500 has ver 3.30 on it and Express is (currently) ver 4.1.19.0

Any suggestions? Many thanks.

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Former Member over 5 years ago in reply to Former Member +1

I have the same problem. It's so tiresome having to use something with such a micky mouse user interface. It's like performing keyhole surgery.

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0 Former Member over 9 years ago

My Edge 500 used to synchronize perfectly, but since (maybe?) last fall that seems to have stopped. Garmin Express acts as if it is synchronizing, then announces a successful synchronization, but my activity files have not in fact downloaded (nor will the courses I am trying to get onto the Edge 500 upload). I can see the activity files using the Windows 10 File Explorer, and Garmin Connect will manually download the activity files, but that is not the same as synchronization. Having to manually download all of my activity files, and not being able to upload any courses (I cleaned out all of the files on the Edge 500 at the end of last season) is a real problem. Edge 500 has ver 3.30 on it and Express is (currently) ver 4.1.19.0

Any suggestions? Many thanks.

I have exactly the same issue with the Edge 520. Have tried everything ... Reinstalling Garmin express , factory reset of the device etc.... Garmin have offered a replacement 520.

0 EXPRESSCUSTOMERCARE over 9 years ago

wilsonba

I am sorry you're having trouble syncing your Edge 500 with Connect. If the device stopped syncing, most likely there is corrupt data on the device or in a sync folder on the computer. To correct this, we need to delete this bad data. Please try the following:
* Note: Before doing any of this, manually upload all of your Activities to Connect so they will not be lost.

Launch Garmin Express.
Select your Edge 500.
Click on "Tools".
Scroll down to the bottom of the page in Garmin Express and click "Remove Device".
When prompted, please choose to remove the device from both Garmin Express and Connect.
Press the Windows key + "R" to open a "Run" command.
Type in %programdata%\garmin\coreservice\devices and press "Enter".
Open the device's Unit ID folder (it is a ten digit numbered folder).
If there is a "Sync" folder, right-click on it.
Select to "Delete" and confirm you want to delete the folder.
Use the steps in the FAQ, "">How do I master reset my Edge 500?">How do I master reset my Edge 500?"
Connect the device to the computer and add it back to Garmin Express.

Now, it should sync correctly when you gather new data.

Dave

0 EXPRESSCUSTOMERCARE over 9 years ago

DannyOB

I am sorry you are also having trouble syncing. If it was suggested that your device be replaced, most likely there is a problem with the device. However, the steps I provided in the prior post could help you as well if you haven't done all of them. Feel free to try them. You can always still have the device repaired/replaced if the steps don't work.

Dave

0 Former Member over 9 years ago

Thanks for this. I am good up to item 12, however when I try to add the Edge 500 device back to Garmin Express and it asks me to sign into my Garmin Connect Account, I repeatedly get a message saying "There was a problem connecting to the Garmin servers. We're unable to sign you in because our servers are unavailable at this time."

I have had no problem signing into and moving around the connect.garmin.com secure website over the period that Garmin Express has been reporting the error noted above, so I am suspicious this is not a server availability issue. Any suggestions?

Many thanks.

0 EXPRESSCUSTOMERCARE over 9 years ago

wilsonba

I am sorry that you are having trouble with Garmin Express. Based on what has occurred so far, the GarminDevice.xml may be corrupt. To check this:

Connect the device to your computer
Press the Windows key + E
Click This PC (Windows 10 only)
Open the Garmin drive
Open the Garmin folder
Double-click the GarminDevice.xml file (this will usually open the file in Internet Explorer)
Look for the line <SoftwareVersion>XXX</SoftwareVersion> (XXX is the software version)

If the software version is a 3 digit number, this is normal so follow the steps in the FAQ What should I do if I receive a server error while using Garmin Express?

If the software version is not a 3 digit number (it would usually be 5 digits if there is a problem), the device will need to be master reset.

If you are still having trouble, please contact Product Support by phone.

Jason

0 Former Member over 9 years ago

2951

Thank you -all working well now (course files uploaded, I assume activity files will now download). Only downside was having to reprogram 3 bikes with cadence, speed/distance and power devices.

Much appreciated.

0 Former Member over 5 years ago in reply to Former Member

I have the same problem. It's so tiresome having to use something with such a micky mouse user interface. It's like performing keyhole surgery.