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FR15 no longer found in Windows 10

After I upgraded from Windows 8.1 to Windows 10, my FR15 no longer syncs with Garmin Express, nor does it appear in the File Explorer. Garmin Express cannot seem to find the device. I have several other USB devices, including a printer, phone, external disk drive, thumb drive and an old WIFI adapter that are all working fine.

I've attached a collection of screenshots from the Device Manager, Computer Management and the properties of the FR15 (including the driver details). I've tried populating the disk information in the FR15 properties//volumes, and then looking for the drive to appear in Computer Management, but the population doesn't seem to stick.

Any ideas?

0 OldManFlying over 9 years ago

Please find the rest of the attachments.

0 EXPRESSCUSTOMERCARE over 9 years ago

OldManFlying

I am sorry for the troubles, at this time this appears to be an issue with the way Windows 10 is handling devices that use the Windows USB Mass Storage drivers-USBSTOR.sys. The Forerunner 15 along with all our other mass storage devices use the default Windows USB Mass Storage driver rather than the Garmin USB drivers. The change you are experiencing was brought on by the Windows update and only on a small number of computers. It sounds like you have seen the information in the thread below but I suggest you review it and continue the thread there.

https://forums.garmin.com/showthread.php?315197-Windows-10-and-express-not-working/page2

If you continue to have trouble please contact Garmin Product Supportby phone so the issue can be investigated.

Curt

0 OldManFlying over 9 years ago

no luck, have to call

@Curt,

Following the procedure outlined in the referenced thread does not work. Populate volumes shows a volume with 0 Gb capacity. The populate doesn't stick; that is, when I apply it, then close and reopen the FR15 drive properties, Volume is blank again. The FR15 never appears in the list of drives in Computer Management.

I'll try calling. No impressed with support so far; they sent me a list of instructions for XP/7/8.1. Windows 10 hasn't exactly been an ambush; why is Garmin behind?

Thanks,
tim.

0 OldManFlying over 9 years ago

can't continue thread

And Curt, the Garmin rep closed the referenced thread. I unfortunately cannot continue it there.

0 OldManFlying over 9 years ago

still stuck

OldManFlying

I am sorry for the troubles, at this time this appears to be an issue with the way Windows 10 is handling devices that use the Windows USB Mass Storage drivers-USBSTOR.sys. The Forerunner 15 along with all our other mass storage devices use the default Windows USB Mass Storage driver rather than the Garmin USB drivers. The change you are experiencing was brought on by the Windows update and only on a small number of computers. It sounds like you have seen the information in the thread below but I suggest you review it and continue the thread there.

https://forums.garmin.com/showthread.php?315197-Windows-10-and-express-not-working/page2

If you continue to have trouble please contact Garmin Product Supportby phone so the issue can be investigated.

Curt

I emailed Customer Support. It will be very difficult for me to call them by phone during the week as they are only available during hours that I'm at work, and not at home with my FR15 and computer.

I tried re-assigning a drive letter for one of the external USB drives on the computer; didn't help. When I plug in my FR15, the device shows up in Device Management as a disk drive, and a new drive letter appears in the File Explorer, but everything seems to think that the FR15 has 0 size.

What do you suggest I try next?

0 EXPRESSCUSTOMERCARE over 9 years ago

OldManFlying

I am sorry for the troubles. The FR15 is just like a thumb drive as far as Windows is concerned. Will another computer recognize it when connected? I have been doing research on your issue and can find nothing that specifically points to a Windows 10 issue. There are many unique examples of a Windows computer not recognizing a USB device and a just as many solutions. Most involve uninstalling Windows USB device drivers or reinstalling Windows which I cannot recommend because it is essentially a Microsoft driver. I have to limit my suggestion to trying another computer to make sure it is not the device or cradle then contact Garmin Product Support. If I encounter a solution I will post it to this thread. Maybe more information will come out the longer Windows 10 is in the market place.

Again I am sorry for the troubles.
Curt

0 Scott_Birch-Horn over 9 years ago

Any update?

I too an getting exactly the same issue with my Forerunner 15 and Windows 10.
I downloaded and installed the USB driver package, "USBDriver_2311.exe" yesterday, which allowed my PC to connect to the watch.
When connecting the watch to the PC today, I get the same problem again.