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Replaced 5X - "Sorry, we're having a problem communicating with our servers"

I have recently replaced my Fenix 5X due to the issue with the OHR glass cracking. I got my replacement earlier this week and when I attempted to connect it to GE I get it connected but then I get a message saying "Sorry, we're having a problem communicating with our servers." in a big red band across the top of GE.

Now I have looked at the Support pages where it advises checking dates / proxy settings etc and I can advise that both my laptop and desktop are configured correctly (GE on the laptop has always worked, GE on the desktop is a new installation due to a new computer).

One thing I have noticed is that if I look at the old 5X settings on the laptop device it tells me it's got updates to install so it's syncing with the servers just fine, I am wondering if my issue is down to the fact that my new watch is running 8.10 firmware instead of 8.0 or whether this is a problem with the registration of the device (which is registered successfully I may add).

Working with GC isn't an issue, it sync's perfectly fine (I checked) although being honest that could simply be because of either GC-M or the fact that the watch is successfully connected to the wifi.

As I said, this isn't a laptop / workstation configuration issue, this appears to be either product specific (in this case my 8.10 Fenix 5x) or something to do with GE not liking something on my brand new watch.

Can anyone offer any suggestions / ideas please?

0 SUSSAMB over 7 years ago

If you've followed the steps in the FAQ https://support.garmin.com/en-GB/?faq=uZQHyc3C4s2S0wfUYR2QY9 and you're still having issues call Product Support for help.

0 EV_Simon over 6 years ago

OK, so I spent the morning with Support here in the UK and they were great.

List of things completed:

Upgraded the watch to 8.99 - No change
Formatted the watch and copied back the gmapbmap image - No change.
Rolled the watch back to 8.00 - No change.

In the end the replacement watch is being replaced by Garmin, there may be a request for me to send log files over but that's to be determined.

Outcome of this was that the watch shipped with 8.10 firmware that's never been publicly available and initially there was confusion how I was running that version, it was decided that as it's a new device that's what they are releasing them on now instead of 8.00, however with all of the changes / checks I have done there is nothing that works correctly where GE is concerned. The watch syncs correctly with GC just not with GE.

Just bad luck by the sounds of it.

0 veskox over 6 years ago

I have the same problem like you, i buy a brand new fenix 5x in Bulgaria on 18.05.2018 with software version 8.10. Reading on some forum to update GE to the last version 6.4 but no effect still "Sorry, we're having a problem communicating with our servers."

0 Former Member over 6 years ago

Problem solved!
I had contact with Garmin and they asked for my computer system (Windows).
Later in the afternoon at the start-up of Garmin Connect, there was an update for GE.
The communication with the server is now successful.

Thanks Garmin!

0 Former Member over 6 years ago

As of this morning I am experiencing the same message with Garmin Express (latest version). Fenix 5s firmware 8:00. New install of Garmin Express on another PC does the same. No issues yesterday. What's changed?