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Express Sync - not transfered to GConnect - History deleted

Dear Garmin support!

This is now the second time the following has happened to me :mad:

I haven't synced my Forerunner 210 for some time due to this issue!

Now today i wanted to transfer my activities to Garmin Connect.
I downloaded the latest Version of Garmin Express (OSX - v4.0.18.0), installed, connected the watch to the MAC, pressed the "View your activities on Connect" Button. Evereything seemed fine. BAM -> Nothing shows up in Garmin Connect -> checked the watch -> Whole history gone!!
During the "Sync " process it seemed that the software on my watch was updated, even though i did not press any "Update-Button" or confirmed that i want an update installed!

I checked the Client/Service logs in ~/Library/Application Support/Garmin/Express/Logs found something about an http Error... maybe someone can check the logs and tell what has happend to my activities. But since they are nowhere to be fond in the Pending sync folder i'm pretty confident they are gone. But weight.fit file sits in there waiting to be synced, now that file is for sure pretty important :rolleyes::rolleyes:

The watch is unuseable for me at this state. The whole concept of automatic synching should be that customers can rely on this service. I used express two times, two times my history was gone! That's a 100% rate of failure for me and this is not acceptable!

And don't come along with upload your data manually - Since i'm using Chrome and only Chrome manual syncing does not work because the abandoned communicator plugin is not functional! And since Garmin Express is advertised by Garmin ("Easy synching") it should be useable! Maybe the developers should add a failsafe to backup the data on the devices before synching, since i'm not the only one to whom that happend!

In the hope for a solution & with kind regards
sleepless

0 EXPRESSCUSTOMERCARE over 10 years ago

sleepless007

I am sorry that you are having trouble syncing your device. Based on the log that you sent, no activities were on the device when it was plugged in. The only file that Garmin Express found was the weight file. Garmin Express hasn't had the option to delete files off of a fitness device for quite awhile so if your files are disappearing, there is something else happening. It doesn't sound like the files are saving to the watch properly. I would recommend clearing the Activities and Newfiles folder on the watch and then create a short activity and test it. If you are still having trouble, it would be best to contact support by phone so that we can troubleshoot the issue.

I also wanted to mention that a manual upload doesn't require the Garmin Communicator plugin. If you go to the activities page in Garmin Connect (Modern) and choose Import, you can browse to the file on your device that you wish to upload.

Jason

0 Former Member over 10 years ago

sleepless007

I am sorry that you are having trouble syncing your device. Based on the log that you sent, no activities were on the device when it was plugged in. The only file that Garmin Express found was the weight file. Garmin Express hasn't had the option to delete files off of a fitness device for quite awhile so if your files are disappearing, there is something else happening. It doesn't sound like the files are saving to the watch properly. I would recommend clearing the Activities and Newfiles folder on the watch and then create a short activity and test it. If you are still having trouble, it would be best to contact support by phone so that we can troubleshoot the issue.

I also wanted to mention that a manual upload doesn't require the Garmin Communicator plugin. If you go to the activities page in Garmin Connect (Modern) and choose Import, you can browse to the file on your device that you wish to upload.

Jason

Hello, similar thing just happened to me. New Edge 810. Installed Garmin Express, it seemed to sync, but didn't appear in Garmin Connect. Went back and tried to manually upload from device to G Connect and there were no activities on my Edge. Where would the activities/files go? Can I pull it from a G Express file somehow? I'm bummed that my hard earned data was just lost!

0 EXPRESSCUSTOMERCARE over 10 years ago

The last few versions of Garmin Express haven't had the option of removing files from a device after a successful sync. Is your Garmin Express up to date? Unfortunately, none of the files from mass storage devices are saved to the computer before, during, or after a sync because they can always reside on the device. It sounds like you very much know what you are doing when you manually upload the files but did you check the Garmin/Activity/ folder on the Edge? You might want to connect the Edge then look in the Trash can on the Mac. If they accidentally got deleted they will be in the Trash unless it was emptied while the device was connected.

Again I am sorry for the troubles. There are no settings to enable this behavior in Garmin Express so if it continues I suggest you remove the Edge from Express and Connect then Master Reset it and try again.

How do I master reset my Edge 510, 810, 1000, Touring or Touring Plus?

Curt