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Laptop with Windows 8.1 doesn't find Forerunner735XT for Garmin Express

Former Member over 6 years ago

I have got a brand new Forerunner735XT and downloaded Garmin Express to my laptop running on Windows 8.1. to get started.
I then opened the app, clicked on the icon to add a device and Express was scanning for a new device, but didn't find any. The "which product would you like to add"-screen appeared, I clicked on the Forerunner series and tried to connect it again. I did this on all three of my USB ports, without success. I've checked with other devices whether the ports are okay, they are, and working properly.
Then I went to the various help and troubleshooting sites on Garmin, watched a video explaining how to connect, did everything it said there incl. rebooting the laptop, tried again, no success. Strangely, the watch that is connected to the laptop by USB, is not even listed as device in the explorer on Windows. Even more strangely, the "connected via USB"-sign is showing on the watch itself.

Should there be anyone with a good idea what I could do apart from despairing, I'd be grateful.

(If this is the wrong subforum, which it may very well be, I kindly ask moderators to move my question to the appropriate section. I have been looking for a Windows/Express subforum, but didn't spot it.)

0 Former Member over 6 years ago

Maybe I should add that I have various programs similar to Garmin Express on my laptop (FlowSync, WebSync from a certain Finnish company). Could they be interfering with finding the watch?

0 seilogramp over 6 years ago

I doubt any apps by Polar would cause a conflict. Are you at least getting your device charged up? I would make sure the charging clip is solidly attached to the watch. Video here to assist with how to clean the contacts, etc. Possibly borrow another clip from someone to test. Barring that, try on another computer. If still no joy, you'll need to contact Garmin support via phone.

0 Krzemien over 6 years ago

Two questions from me:

1. Did you charge watch's battery to 100% before you connected it to your laptop?
2. Did you connect the watch to your laptop using supplied by Garmin USB cable?

0 Former Member over 6 years ago

Thanks for the input, seilogramp. The device was charging without any problem, so the contacts must have been okay. I can't borrow a clip as I don't believe I know anyone using this product (it's all Finnish products with my mates... I am venturing into new territory with my Forerunner...). I'll have to try another laptop before getting in touch with customer support. Thanks.

The answers to your questions come easy, Krzemien: yes and yes, of course. ;)

0 Krzemien over 6 years ago

Thanks - so the next step is this:

http://www.nirsoft.net/utils/usb_devices_view.html
https://www.uwe-sieber.de/usbtreeview_e.html

Have a look and check if laptop / Windows recognises this device at all. Perhaps there's a conflict of some sort somewhere (drive letter already reserved etc.).
Failing that, trying with another laptop and/or PC is the next logical step forward.

0 Krzemien over 6 years ago

Not entirely sure what's going on here but my post has disappeared twice now...?

EDITED TO ADD: Posts required approval from Garmin.

0 Former Member over 6 years ago

Thank you for this hint, Krzemien, I'll certainly check it out and will get back to you later.

0 Former Member over 6 years ago

My workaround was: Reset factory settings, pair with mobile first, then link with Garmin Express. After that, I could work with the watch, install apps, etc.
(Today, I had to uninstall Express and install it again, as syncro did not work. So still not entirely satisfied, but it may be working now.)

Anyway: Thanks for your willingness to help, everyone!