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Garmin Express will not Sync

Former Member over 10 years ago

I have been trying for over 2 hours to get my workouts to sync between my Forerunner 410 and Garmin Express. I ran the update that wanted to install. I am paired. It says it's syncing on both watch and Garmin Express, but then it will stall out, and the watch will go to sleep. I have tried quitting and restarting, re-pairing, all several times, and now, 2 hours later, even though the watch occassionally shows a "transfer complete" message, Garmin Express is STILL stalling out, and I STILL don't have my 4 workouts showing in Connect.

This is nuts. I would just like it to sync correctly, and I'm following all the correct steps. Garmin Express is one of THE buggiest pieces of software I've ever encountered. You'd think for the amount we pay for these watches, you guys could afford to put out a decent piece of software that works.

0 EXPRESSCUSTOMERCARE over 10 years ago

jennbrooke

I apologize for this inconvenience and we currently have a ticket open for this issue. Hopefully we will have a resolution for this issue here shortly. If you have access to a Windows computer, you will be able to upload from there.

Albert

0 Former Member over 10 years ago

No, I do not have access to a windows computer. Nor should I *have* to have access to a Windows computer. We only have Macs at our house. You haven't really said what the issue is. Is there a known issue with Garmin Express for Mac? Do you know what's actually going wrong?

0 EXPRESSCUSTOMERCARE over 10 years ago

The issue is that the service will stop and this will 'stall out' the process of syncing for this device. This is a known issue as we have a ticket open for it. While we do not require you to have a Windows computer to update, in this situation it is unlikely that you will be able to complete a sync on a Mac until we have corrected the issue.

Albert

0 Former Member over 10 years ago

1. How long have you known about the issue
2. Why did you not alert customers to this issue...even just putting an announcement in the Garmin Express for Mac forum would have saved me hours of trouble today.
3. When do you guys expect this to be resolved? This is far to expensive a piece of equipment, that I use *several times a day* for me to just not be able to use it as it was intended.

You guys have pretty much guaranteed I will never purchase another Garmin product again. I am so sick to death of your software rendering my watch virtually useless, and your continual lack of transparency or any kind of real solutions to your customers (other than telling them they need to remove and re-add their device when you KNOW the problem is on your end), is only cementing for me that a product is only as good as the support behind it, which in Garmin's case, is almost non-existent.

I shouldn't have to report an issue only to find out you guys have known about this, all while telling other customers that they must do things like removing and re-adding their devices (which would do nothing).

Get your act together, Garmin.

0 EXPRESSCUSTOMERCARE over 10 years ago

This issue was reported last night. This issue doesn't occur for every device, and we have been testing it today. We do not normally post blanket information here on the forums until we have a full understanding of the issue. I am unsure of the correction timeline for this situation. I apologize for the position that you are in since you have no access to a Windows computer and can understand the frustration you must be feeling. We appreciate all patience in this matter while we work on this issue.

Albert

0 EXPRESSCUSTOMERCARE over 10 years ago

The decision has been made to pull the current client for the Mac. I would suggest uninstalling Express and then downloading Express from the following location:
http://software.garmin.com/en-US/express.html

I apologize for any inconvenience this issue has caused.

Albert

0 Former Member over 10 years ago

So basically what you're saying is you rolled out an update to software without properly testing it, and even though you knew as of last night that some people might be affected, you chose to say nothing (because it wasn't everyone), and instead, today, told people to do helpful (useless) steps like removing and re-adding their devices, instead of telling them you knew there was an issue that would not be helped by removing and re-adding devices. Gotcha.

The inconvenience isn't necessarily what you should be apologizing for (although thanks). It's the poor support, poor notification, and poor software testing on Garmin's part.

I shouldn't have to uninstall and reinstall software because you guys can't thoroughly test your updates before rolling them out.

I will be purchasing either and Apple Watch Sport or Fitbit Surge as soon as I can afford one, unless Garmin MAJORLY improves their software and support. Your expensive watches aren't worth it unless I can reliably sync them, and I have not had anything but troubles off and on with your syncing and data software.