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Garmin Express deleting files from 910 and not uploading to GC

Former Member over 11 years ago

I think this is the 3rd or 4th time this has happened to me now.

I finish a run or ride with my 910, save the file to the watch, look at it in history. Come in, garmin express starts the download process...laa dee daa. It says "finished, it's on GC" I go to GC and it's not there. I go to the history on the watch - it's not there.

The files that successfully transfer to GC are kept on the watch. The files that fail, disappear. Poof!

I've looked at the device log for the upload today and the file for 9-19 is THERE (mentioned in the log, but the FIT flle isn't there). But there are tons of errors and then it goes into a delete file session!

Is there anyway to save this? Or is this data gone?

And how do I stop this from happening again and again. There doesn't seem to be any rhyme nor reason to it. Super bummed I lost this data too. Any help would be greatly appreciated.

Mahalo
Denise

0 EXPRESSCUSTOMERCARE over 11 years ago

COCONUT_CANINE

I am sorry for the troubles. There is no clear reason for this behavior but there are a few possibilities. I have included a some things to check along with a couple of questions. Hopefully we can set things up to prevent it from happening so often.

Double check the setting in Garmin Express to erase data from device after successful sync is disabled and use the Change Account button to re-enter your Garmin Connect Account credentials.

Open Express
Select the 910 from the drop down menu
Click Device next to Updates
Scroll down to the Garmin Connect Account section
Click Change Account
Enter your Connect Username and Password
Click Sign In
Uncheck the box next to Erase data on this device etc...

Entering your Garmin Connect Account credentials will create current KeyChain entry for connect.garmin.com. This is especially important if anybody else uses your computer to upload data to a separate Connect account.

The next step would be to check a couple different locations for the activity fit files and any unneeded files left over from the ANT Agent.

Activities that are synced successfully are stored in ~/Library/Application Support/Garmin/GarminConnect/Forerunner 910XT-unitid/Upload/FIT_TYPE_4/. Scan this folder for any missing activity files. They can be manually uploaded to connect. See FAQ: How do I manually upload data from ANT devices to Garmin Connect?

There is a slight possibility that files left over from the ANT Agent software are causing some issues. Go to ~/Library/Application Support/Garmin/Devices/UnitID (UnitID for the 910XT)/. The UnitID folder should only have one folder called New Files, and one file called GarminDevice.xml in it. Please throw away and other files or folders then Empty the Trash on the Mac.

Questions:
1. Do you manually delete Activities from the watch once they are uploaded to Connect? I personally recommend that no more than a months worth of activities be stored on the watch.

2. What is the environment like where these missing activities take place? Are there any obstacles that could cause the watch to collect corrupt GPS data like tall buildings, excessive tree cover, steep cliffs etc.. Do you have any of other fitness equipment paired with the watch? Corrupt data created by fitness equipment or received by the GPS receiver would cause the upload issue and file deletion but Express should not say it was synced successfully.

3. Have you received any errors when sending Workouts,Courses or Training Plans from Garmin Connect to the watch?

We will need to take a look at the log files if this happens again. Reply to this post with any questions or if you loose data after making the above changes and we will get the Logs from you and take a look.

Curt

0 Former Member over 11 years ago

Thanks!

Mahalo for all this Curt!

I will try doing as you stated and see if I can get some resolution.

I'll let you know what I find and answer some of your questions.

Denise

0 Former Member over 11 years ago

Go it!

Mahalo Curt! Using your steps outlined in #1 below I was able to find the .fit file and manually upload it to GC. Thanks so much!

Now as for the other things you mentioned, please see below as I have questions!

COCONUT_CANINE

There is a slight possibility that files left over from the ANT Agent software are causing some issues. Go to ~/Library/Application Support/Garmin/Devices/UnitID (UnitID for the 910XT)/. The UnitID folder should only have one folder called New Files, and one file called GarminDevice.xml in it. Please throw away and other files or folders then Empty the Trash on the Mac.

Questions:
1. Do you manually delete Activities from the watch once they are uploaded to Connect? I personally recommend that no more than a months worth of activities be stored on the watch.

2. What is the environment like where these missing activities take place? Are there any obstacles that could cause the watch to collect corrupt GPS data like tall buildings, excessive tree cover, steep cliffs etc.. Do you have any of other fitness equipment paired with the watch? Corrupt data created by fitness equipment or received by the GPS receiver would cause the upload issue and file deletion but Express should not say it was synced successfully.

3. Have you received any errors when sending Workouts,Courses or Training Plans from Garmin Connect to the watch?

We will need to take a look at the log files if this happens again. Reply to this post with any questions or if you loose data after making the above changes and we will get the Logs from you and take a look.

Curt

1. I had the setting in Garmin Express checked to delete activities after successful upload. I have unchecked that as per your instructions.

2. I do have a Mio Link, Garmin footpod, and Stages Powermeter connected to the watch. However, this issue has started in the last 8 months and these devices are not new to this set up. The files that I've lost in upload have varied from swims, to bikes, to runs. Nothing has been the same about them except for the Garmin Express software. This most recent loss came 3000 miles away in a hotel with the ANT stick connected directly to my computer (usually it's in a USB hub).

3. YES! I used to! But them I removed my 910 from Express, deleted the software and reloaded express, re-connected my 910 and started over. It worked after that. I have found that removing the device from Express will sometimes solve my issues.

I also have a Garmin 800 that is used on Garmin Express as well. I'm not sure if that affects anything but I do want to point out I had 10+ different folders in the folder that you asked me to clean out. Hopefully that is the issue!

Mahalo!
Denise

0 EXPRESSCUSTOMERCARE over 11 years ago

COCUNUT_CANINE

Anytime you have trouble uploading, check the ~/Library/Application Support/Garmin/GarminConnect/Forerunner 910XT-unitid/Upload/FIT_TYPE_4/ folder, especially if you are traveling. Garmin Express may not be able to communicate with the connect servers when your in Hotels or using any other semi public Network. You still should be able to manually upload the file. Make sure and use the Retry button a couple of times if sync fails.

I'm not overly concerned about any other information you provided affecting the uploads. Sounds like you know what you're doing. Keep us posted if you continue to have troubles. Your location and what type of internet connection you had at the time will be important so make note of that if possible.

Let us know if you have any other questions.

Curt