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Garmin Express is not finding my 310XT

I plug in the USB stick and install but it doesn't find the 310XT.
I have tried uninstalling then re-installing but I still have issues.
Strangely it actually finds a 310 but with the serial number 1GM586718 and it doesn't pair with the device. This serial number is different to mine and so it doesn't work.
I installed garminexpress on a new machine and had the same results, it found the same device I mention above but then doesn't work.
any clues as I am now stuck.

0 EXPRESSCUSTOMERCARE over 9 years ago

GARMINMORGAN

If when adding your device Express is finding a unit but with a different serial number then whats on the back of your device it sounds like serial number and unitID in the device are miss matched. This can cause potential problems. If this is the only device you own so Express is not picking up another 310XT lying around then I would recommend you contact product support.

Mike

0 GarminMorgan over 9 years ago

thanks for getting back to me, I have checked the serial number on the back of the device (ends in 6718) against the one in the about on the device and it also comes up with a number ending in 6718. GE says that it found the stick but then comes up with this device as being found. It doesn't do any pairing or anything. Is there a log that will help me understand what it is doing? I now have quite a few activities that I can't get to on my watch. I'd really like to see logs of what is happening before I spend time on a call. This watch and stick used to work fine. I had a corrupt activity that seemed to come from a time when my watch crashed and spent the day vibrating. I have to press the mode & lap buttons to quit this. I am now in this situation where I seem to have a very strange set up. This is why I thought I'd move the USB dongle and software to a different machine and start fresh.
Are there logs that can help me understand what is happening?
thanks

0 GarminMorgan over 9 years ago

Garmin Express is not finding my 310XT - FIXED

okay so I'm pleased to say that this issue is now resolved.
I now know that the mismatch is correct as the device ID is not the same as the serial number. The reason it never completed was because of another corrupt file on the watch.

In the end I found the fix by looking at the detailed log file at %ProgramData%\Garmin\Logs\CoreService\Detailed\CoreServiceDetailed.log
What was happening to me seemed to match what was happening in this thread https://forums.garmin.com/showthread.php?228671-Please-Wait-While-We-Finish-Setting-Up-Your-Device
So it was seeming to discover the device. It identified it with the correct serial number but it never actually asked to pair with the device. This was a surprise to me as it had always asked about pairing before. It just sat at the Please wait while we finish setting up your device Screen.
When I looked at the detailed log file I was seeing the following. I had to keep closing and opening to see the changes.
2015-09-05 21:38:27.0163 | 16 | I | File to transfer 8 -> 635767847670000000541 (type FIT_TYPE_4)
2015-09-05 21:38:27.0163 | 16 | I | File to transfer 9 -> 635768988480000000546 (type FIT_TYPE_4)
2015-09-05 21:38:27.0163 | 16 | I | File to transfer 10 -> 635769147630000000547 (type FIT_TYPE_4)
2015-09-05 21:38:27.0163 | 16 | I | File to transfer 11 -> 635770425500000000548 (type FIT_TYPE_4)
2015-09-05 21:38:27.0163 | 16 | I | File to transfer 12 -> 635770522660000000549 (type FIT_TYPE_4)
2015-09-05 21:38:27.0163 | 16 | I | Looking for files for data type FIT_TYPE_9
2015-09-05 21:38:27.0163 | 16 | I | File to transfer 19 -> 62766662400000000065535 (type FIT_TYPE_9)
2015-09-05 21:38:27.0413 | 16 | I | SyncUpload_3885337614_1059_SyncUpload setting phase to Copying.
2015-09-05 21:38:27.0413 | 16 | T | SyncUpload_3885337614_1059_SyncUpload Reporting phase Copying.
2015-09-05 21:38:27.0443 | 16 | D | Downloading file from device 3885337614 at index 8.
2015-09-05 21:38:27.0443 | 16 | D | Download method from Garmin process acquired ANT host.
2015-09-05 21:38:27.0443 | 16 | D | Attempting to transition ANT channel from ANTFS.State.Transport to ANTFS.State.Transport.
So at the beginning it could see 5 files on the device.
• File to transfer 8 -> 635767847670000000541 (type FIT_TYPE_4)
• File to transfer 9 -> 635768988480000000546 (type FIT_TYPE_4)
• File to transfer 10 -> 635769147630000000547 (type FIT_TYPE_4)
• File to transfer 11 -> 635770425500000000548 (type FIT_TYPE_4)
• File to transfer 12 -> 635770522660000000549 (type FIT_TYPE_4)
This matched that I could see five activities on my watch. When you see below it starts to transfer the first activity and the number after the Transfer progress increases for the first while but then stops before it completes. On this occasion it gets up to 20192.0 of 185723.0 but then just never gets past this, it just keeps reporting the same progress as it must get stuck. This is why this screen hangs indefinitely and never completes.
With this in mind I decided to check the activities on the watch. The oldest one on there would not display the information properly. It showed the first screen of the total mileage and time but when I went to more details it wouldn't display them so this seemed like it might be the problem. I can imagine it isn't always the first file so you may want to check until you see this behaviour. I deleted this file and tried again. It again looked like it was hanging from what the GUI but when I checked the file again the file showed that the transfer was continuing to progress.

This extract shows where it stalls. The part in BOLD is where it stalls. The stall is where you see the line Transfer Progress 20192.0 of 185723.0
2015-09-05 21:38:27.3013 | 11 | T | ANT transfer status is null.
2015-09-05 21:38:27.5534 | 11 | T | Transfer Progress 384.0 of 185723.0 (0.0 Bps)
2015-09-05 21:38:27.5534 | 11 | T | SyncUpload_3885337614_1059_SyncUpload Reporting phase Copying.
2015-09-05 21:38:27.8211 | 7 | T | Transfer Progress 512.0 of 185723.0 (1918.5 Bps)
2015-09-05 21:38:27.8211 | 7 | T | SyncUpload_3885337614_1059_SyncUpload Reporting phase Copying.
2015-09-05 21:38:28.0863 | 7 | T | Transfer Progress 992.0 of 185723.0 (1865.0 Bps)
2015-09-05 21:38:28.0863 | 7 | T | SyncUpload_3885337614_1059_SyncUpload Reporting phase Copying.
2015-09-05 21:38:28.3359 | 4 | T | Transfer Progress 1024.0 of 185723.0 (1310.6 Bps)
2015-09-05 21:38:28.3359 | 4 | T | SyncUpload_3885337614_1059_SyncUpload Reporting phase Copying.
2015-09-05 21:38:28.6011 | 4 | T | Transfer Progress 1536.0 of 185723.0 (1467.9 Bps)
2015-09-05 21:38:28.6011 | 4 | T | SyncUpload_3885337614_1059_SyncUpload Reporting phase Copying.
2015-09-05 21:38:28.8663 | 4 | T | Transfer Progress 1536.0 of 185723.0 (1171.3 Bps)
2015-09-05 21:38:28.8663 | 4 | T | SyncUpload_3885337614_1059_SyncUpload Reporting phase Copying.
2015-09-05 21:38:29.1315 | 7 | T | Transfer Progress 2048.0 of 185723.0 (1299.0 Bps)
2015-09-05 21:38:46.8395 | 4 | T | Transfer Progress 19968.0 of 185723.0 (1035.4 Bps)
2015-09-05 21:39:04.7566 | 4 | T | SyncUpload_3885337614_1059_SyncUpload Reporting phase Copying.
2015-09-05 21:39:05.0218 | 11 | T | Transfer Progress 17720.0 of 185723.0 (473.0 Bps)
2015-09-05 21:39:05.0218 | 11 | T | SyncUpload_3885337614_1059_SyncUpload Reporting phase Copying.
2015-09-05 21:39:05.2870 | 11 | T | Transfer Progress 17920.0 of 185723.0 (474.9 Bps)
2015-09-05 21:39:05.2870 | 11 | T | SyncUpload_3885337614_1059_SyncUpload Reporting phase Copying.
2015-09-05 21:39:05.5522 | 11 | T | Transfer Progress 18312.0 of 185723.0 (481.9 Bps)
2015-09-05 21:39:05.5522 | 11 | T | SyncUpload_3885337614_1059_SyncUpload Reporting phase Copying.
2015-09-05 21:39:05.8018 | 4 | T | Transfer Progress 18432.0 of 185723.0 (481.9 Bps)
2015-09-05 21:39:05.8018 | 4 | T | SyncUpload_3885337614_1059_SyncUpload Reporting phase Copying.
2015-09-05 21:39:06.0514 | 11 | T | Transfer Progress 18824.0 of 185723.0 (489.0 Bps)
2015-09-05 21:39:06.0514 | 11 | T | SyncUpload_3885337614_1059_SyncUpload Reporting phase Copying.
2015-09-05 21:39:06.1294 | 5 | D | ANT ping is enabled.
2015-09-05 21:39:06.3166 | 11 | T | Transfer Progress 18944.0 of 185723.0 (488.7 Bps)
2015-09-05 21:39:06.3166 | 11 | T | SyncUpload_3885337614_1059_SyncUpload Reporting phase Copying.
2015-09-05 21:39:06.5818 | 7 | T | Transfer Progress 19416.0 of 185723.0 (497.5 Bps)
2015-09-05 21:39:06.5818 | 7 | T | SyncUpload_3885337614_1059_SyncUpload Reporting phase Copying.
2015-09-05 21:39:06.8314 | 7 | T | Transfer Progress 19456.0 of 185723.0 (495.4 Bps)
2015-09-05 21:39:06.8314 | 7 | T | SyncUpload_3885337614_1059_SyncUpload Reporting phase Copying.
2015-09-05 21:39:07.0966 | 11 | T | Transfer Progress 19968.0 of 185723.0 (505.0 Bps)
2015-09-05 21:39:07.0966 | 11 | T | SyncUpload_3885337614_1059_SyncUpload Reporting phase Copying.
2015-09-05 21:39:07.3618 | 4 | T | Transfer Progress 19968.0 of 185723.0 (501.6 Bps)
2015-09-05 21:39:07.3618 | 4 | T | SyncUpload_3885337614_1059_SyncUpload Reporting phase Copying.
2015-09-05 21:39:07.6114 | 4 | T | Transfer Progress 20192.0 of 185723.0 (504.1 Bps)
2015-09-05 21:39:07.6114 | 4 | T | SyncUpload_3885337614_1059_SyncUpload Reporting phase Copying.
2015-09-05 21:39:07.8766 | 11 | T | Transfer Progress 20192.0 of 185723.0 (500.8 Bps)
2015-09-05 21:39:07.8766 | 11 | T | SyncUpload_3885337614_1059_SyncUpload Reporting phase Copying.
2015-09-05 21:39:08.1418 | 4 | T | Transfer Progress 20192.0 of 185723.0 (497.5 Bps)
2015-09-05 21:39:08.1418 | 4 | T | SyncUpload_3885337614_1059_SyncUpload Reporting phase Copying.
2015-09-05 21:39:08.3914 | 7 | T | Transfer Progress 20192.0 of 185723.0 (494.5 Bps)
2015-09-05 21:39:08.3914 | 7 | T | SyncUpload_3885337614_1059_SyncUpload Reporting phase Copying.
2015-09-05 21:39:08.6616 | 11 | T | Transfer Progress 20192.0 of 185723.0 (491.2 Bps)
2015-09-05 21:39:08.6616 | 11 | T | SyncUpload_3885337614_1059_SyncUpload Reporting phase Copying.
2015-09-05 21:39:08.9268 | 11 | T | Transfer Progress 20192.0 of 185723.0 (488.1 Bps)
2015-09-05 21:39:08.9268 | 11 | T | SyncUpload_3885337614_1059_SyncUpload Reporting phase Copying.
2015-09-05 21:39:09.1764 | 7 | T | Transfer Progress 20192.0 of 185723.0 (485.1 Bps)
2015-09-05 21:39:09.1764 | 7 | T | SyncUpload_3885337614_1059_SyncUpload Reporting phase Copying.
2015-09-05 21:39:09.4416 | 7 | T | Transfer Progress 20192.0 of 185723.0 (482.1 Bps)
2015-09-05 21:39:09.4416 | 7 | T | SyncUpload_3885337614_1059_SyncUpload Reporting phase Copying.
2015-09-05 21:39:09.7068 | 7 | T | Transfer Progress 20192.0 of 185723.0 (479.0 Bps)

I can see why support suggest to master reset the device but this wipes the whole device and for me that was not acceptable as I wanted to keep the activities.
I hope this works for you like it worked for me :D