This discussion has been locked.

You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Closed thread?

Former Member over 10 years ago

So, I went to update my support thread to let you know that deleting and reinstalling the older version of Garmin Express is causing more problems (won't load), and lo and behold I find that you'd closed my thread - before you had any way of knowing whether your workaround worked (so far it hasn't).

I am presuming it's because I told you how dissatisfied I was with how this whole issue has been handled, and communicated my intention of eventually replacing my Garmin with something more reliable (and probably less expensive). Wow - way to prove my point.

To reiterate the older version of Garmin Express you told me to install after uninstalling the current version, will not load. It gets hung in "loading device information" and then sits there until I give up and quit it (currently we're sitting at 10 minutes and counting).

Thoughts? Suggestions? Are you guys any closer to coming up with a solution other than this one that does not work?

0 EXPRESSCUSTOMERCARE over 10 years ago

The thread was closed as the issue described in the thread was resolved by removing the client. Your desire to purchase a different device has nothing to do with the level of support that you will receive from Garmin. As long as you have a Garmin device we will assist you in any way we can. Since you are still having issues with the older version running I would suggest calling our support line to get it taken care of:
http://www.garmin.com/us/support/

Albert

0 Former Member over 10 years ago

It was NOT resolved. Who decided that? You? You didn't even give me time to reply with whether or not it worked before you closed the thread.

I am not having an issue with an older version, actually. The link you gave actually installs a much later version than you stated. You said:
"Connect is currently down and we have pulled the 2.3.26 version of Express. Please uninstall that version and install the 2.3.25 version from the following location:
software.garmin.com/.../express.html"

I uninstalled the Garmin Express I had, downloaded Garmin Express from the link you provided, and installed it. And immediately ran into a problem where it won't load. When I went to Garmin/About Garmin Express, it stated that the version was NOT 2.3.25, as you stated in another thread, but rather 3.2.21.0, which seems much higher a version number than you indicated. And, as I stated, it won't load. All of these things I would have told you if you hadn't closed my thread prematurely.

Here is a screen shot of both the eternally "loading" start up screen, as well as the Garmin Express about window that shows the version that downloaded from the link you provided.

This is not a problem with my device. This is a problem with your software. Please fix it, one way or another, or my expensive watch is virtually useless!

0 Former Member over 10 years ago

So, to sum up, because I was instructed to uninstall Garmin Express, and the reinstall was faulty, I now have no working version of Garmin Express (has nothing to do with my watch). The link you provided is now down (server issues).

Will you guys update us somehow when this is resolved? Or provide a link to the (actual) previous version? Providing a link to the main download page clearly didn't work, as it was not the version you said it was, and is now down again.

0 Former Member over 10 years ago

If you're able to, call Garmin support line. I suspect I might have been the person to first report this issue about Garmin Express not working. To report on that recent phone support experience, they have been very helpful and courteous. A member of the Mac software support team remote on to my computer, figured out something was wrong with Garmin Express and together we reinstalled an older version of the software.

All of this is to say that if you're able to, call Garmin support and get their assistance. It is more direct than posting on a forum and waiting for a reply.

0 SUSSAMB over 10 years ago

Very true. Diagnosing complex problems remotely through a forum isn't easy .... It requires patience on both sides.

0 SUSSAMB over 10 years ago

I am not having an issue with an older version, actually. The link you gave actually installs a much later version than you stated. You said:
"Connect is currently down and we have pulled the 2.3.26 version of Express. Please uninstall that version and install the 2.3.25 version from the following location:
software.garmin.com/.../express.html"

There's confusion here ... the current versions are in the 3.2.xx range, and not 2.3.xx, so 3.2.21 is older than the version you were asked to uninstall. Anyway, hopefully it can be resolved soon.

0 Former Member over 10 years ago

The confusion is on the part of the Garmin Support person who gave 2.3.26 as the version number. (the numbers in my thread are in quotes - they were from the support member who was giving the instructions).

My issue is not that they couldn't diagnose a problem in a forum. I understand that issues take time to resolve.

My issue is that
1) They knew about the known issue since the night before I posted, and yet, gave people steps to try that had nothing to do with the issue. "have you tried..." "try...." when you know there's not a thing the customer can do to fix the problem with your software is not good support.

2) They should have issued a statement that this was a known issue, and that they were working on a solution, and a link to the software to install so that people didn't spend hours trying to figure out what was going on and trying to sync over and over.

3) When I was told to try uninstalling and reinstalling the previous version, my thread should not have been closed until I reported back that it worked. It didn't, and when I tried to let him know I found my thread had been closed prematurely.

0 SUSSAMB over 10 years ago

Not everyone suffers with the same issue, what works for some may/may not work for others. Why some folks have problems isn't often clear particularly when it only happens to a small handful of folks and often tends to be something peculiar to particular computers/setups.

The fact you are still having problems when using an earlier version indicate it's not linked to the problem that others were having with the later version, so the suggestion to call Product Support is your best bet.

Edit: I now see you've resolved this problem from your comments in this thread https://forums.garmin.com/showthread.php?175262-Garmin-Express-Servers-Not-Working-for-Forerunner-10 so I'm closing this one

Incidentally you've raised your issue now in three separate threads which itself causes some confusion as folks try to help you.

0 Former Member over 10 years ago

Stop closing my threads!

Nope. The problem wasn't with my computer or anything I was doing wrong. Their download, at the link provided, just didn't work properly. Sort of like Garmin Express frequently doesn't work properly.

Here's what finally worked for me: NOT using their provided download at the link they gave, uninstalling one more time, and instead of using their download, I used a previously downloaded .dmg from July's update. That loaded correctly, and then I was able to run the update Garmin Express then required before using the software. That is what solved it. So honestly, I still think that the issue was 100% Garmin, and shoddy support, and not providing proper follow up to their support when issues arose.

Again, problems happen - I just wish Garmin did a better job of handling those issues. It's like this pretty much every time. They tell you you're the problem - heck, I even had a Garmin CSR tell me I needed to upgrade my watch, and convinced me that was the solution. Thankfully Garmin admitted it was a problem on their end with Express in time for me to cancel my order of the new watch. Even people with the new watch they tried to convince me to buy had been having the same issue. That's just blatantly dishonest!"