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Can't pair my 910XT (2.7) with Garmin Express Mac (v3.2.21.0)

Former Member over 10 years ago

Problem I'm having: I can not pair with my 910xt (v2.70) with Garmin Express Mac (v3.2.21.0) on my iMac (Mac OS v10.10.1)

More detail: Watch serial # (from back of watch) is 2HL210202. When I go through the pairing process with Garmin Express, it find a 910XT with the serial #2HL053497. There is no other 910XT in my house — so this seems odd (Note: I have owned 2-3 910xt’s over the past few years.) The ANT USB stick is installed on my iMac, the 910XT has pairing enabled. When I click on ‘add device’ in Garmin Express, the 910XT asks “pair with Garmin Express’" I select yes on the 910XT (it ask this twice on my 910XT with about a 1 minute 'pause' between each ask -- I choose 'yes' both times.) Garmin Express eventually says “Sorry, Pairing Could Not Be Completed”. My 910XT has been happily working my this Mac and this Garmin ANT+ stick for over a year. Yesterday the 910XT would not sync to Garmin Connect, so I installed Garmin Express (The Garmin support forums seem to indicate that Garmin Express is the latest software I should be running on my Mac to work with my 910XT.

Please advise on what steps I should take to pair my 910XT with Garmin Express on my Mac. Thanks in advance for the help.

Sincerely,
Clint

0 Former Member over 10 years ago

I have taken the following actions so far: When asked by Garmin Express to “ignore” or “add device” for 910XT serial #2HL053497 I’ve tried both “Ignore” and “add device” options at least 10 times each. I have clicked on the “not the right device? Scan Again” about 5 times.

Based on what I’ve read on this forum, I've removed previous ANT application from my Mac, re-installed Garmin Express Mac, rebooted my Mac, rebooted 910XT (20ish times), restarted Garmin Express (5ish times), moved ANT+ stick to a different USB port, removed and re-inserted ANT USB stick (3 times).

0 EXPRESSCUSTOMERCARE over 10 years ago

cbogard

There have not been any reported pairing issues with Express 3.2.22 and the Forerunner 910XT but there have been some map update issues that warranted the removal of 3.2.22(3) from connect.garmin.com. I suggest you use the FAQ below to uninstall Express 3.2.22 and reinstall the previous version 3.2.21.

How do I completely uninstall Garmin Express?

Mac - Express 3.2.21

If you continue to have troubles I suggest you Master Reset the 910XT.

Curt

0 Former Member over 10 years ago

Curt:

Thanks for the help.

I just performed the 'master reset' process on the 910XT as you suggested.

I'm already running Garmin Express v3.2.21 (as you have recommended)

Even after the 'master reset' of my 910XT, I am still getting the exact same error behavior: 910XT ask me to pair with 'Garmin Express', I choose 'yes', [this happens twice on the 910XT], I then get the following error message on Garmin Express "Sorry, Pairing Could Not Be Completed”.

Is it normal for Garmin Express to 'find' a 910XT with a different serial # (2HL053497) than the serial # on my 910XT (2HL210202)? This is what is happening.

There is communication from Garmin Express to the 910XT via ANT. It seems like the ANT communication from the 910XT to Garmin Express is failing (the 910XT trying to tell Garmin Express 'yes, I am OK pairing with you'.) Or, perhaps Garmin Express is confused because it's expecting a response from a 910XT with serial number 2HL053497 and it's getting a response from a 910XT with serial number 2HL210202. Or, perhaps the ANT radio on the 910XT can no longer transmit data for some reason.

Sincerely,
Clint

0 EXPRESSCUSTOMERCARE over 10 years ago

cbogard

There was an issue with the serial number in the product database. I registered it to your myGarmin account so try pairing again. If it fails again use the instructions to send me the Express Logs and I'll see what they say.

1. Click the black triangle in the menu bar
2. Click Preferences
3. Click Send logs to Garmin
4. Enter BLP84
5. Click Submit

The code is only good once so please let me know when you have used it.

Curt

0 Former Member over 10 years ago

Curt,

Thank you! That fixed my problem.

My 910XT can now sync via ANT. It also syncs to Garmin Connect and Strava correctly.

I also upgraded the software on my my 910XT to 3.0.

This 910XT is a replacement unit from Garmin for another 910XT that stopped working. This may explain why there was a serial # problem.

Thank you very much.

I am especially thankful that we were able to resolve this on a Sunday vs. me having to call-in on Monday.

Sincerely,
Clint