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Steps error on daily overview

Former Member
Former Member over 8 years ago
The number of steps is not correct on the daily overview screen. The number shown are the calories used.
This was correct in the past. Could be since last app update but I am not sure.
On the steps screen however, the correct values are shown.
Or is it a (Dutch for 'steps' is 'stappen') translation error of the text below the value?
Vivoactive HR.
See screenshots enclosed.
  • 0 over 8 years ago
    I had this happen to me about a month ago when my VA updated its firmware. Garmin acknowledged the bug and asked to access my account to try to debug why. I doubt they found anything helpful.

    In the meantime, they recommended deleting my device from GCM and repairing it to my phone. I failed to see how that would fix it but I did what they said and it did indeed fix it.
  • Former Member
    0 Former Member over 8 years ago
    @Phil
    Thanks for your reply !
    GCM refused to remove my Vivoactive HR and synchronisation kept failing all of a sudden.
    I rebooted the Vivoactive HR. No change.
    I rebooted my smartphone (Samsung Galaxy S4) and synchronisation is now working again... and the value of the steps on the daily overview is correct also.
    Weird behaviour :confused:
  • Former Member
    0 Former Member over 8 years ago
    So... When I woke up this morning the value shown was back to calories.
    This must be a bug.
  • 0 over 8 years ago
    Before deleting and repairing the device, I tried refreshing my BT connection. Then I tried deleting the bt connection on the phone (not the app). It seemed to work but soon after the issue was back.

    Deleting and repairing the device was the only thing that worked for me.
  • Former Member
    0 Former Member over 8 years ago
    Just got a VA HR and it was working fine. Then GCM updated the firmware and now I have the same issue. Tried removing and pairing again but didn't help.
  • Former Member
    0 Former Member over 8 years ago
    Just got a VA HR and it was working fine. Then GCM updated the firmware and now I have the same issue. Tried removing and pairing again but didn't help.


    Thanks for your input.
    I'm not sure if it was a firmware or app update that caused the issue. Can you confirm if you had an app update or a firmware update only? (I had both round the same time and I'm not sure which one started the issue.) That may be helpful information.
  • Former Member
    0 Former Member over 8 years ago
    Pretty sure it was only the firmware that got updated. I only got the device yesterday which is also when I installed GCM and play store says last update to GCM was january 14th. And as I said, right until the firmware update it was working fine.
  • 0 over 8 years ago
    It seems to me that there are 2 bt connections at play - the app and the phone.

    You could try long-pressing the device in the app and then updating the connection. You could delete the connection to the phone - that worked temporarily for me. This is what Garmin support wrote me when I had the issue:

    (The thread is bottom up.)

    LAST RESPONSE
    Hello Philip,
    I am happy to help further with this. I see from a past interaction that we were going to try to remove the device and then re-add it in, were you able to try that, and did it change anything with the data in the Connect?

    Please let us know, we will be happy to help further with this!

    Thank you for choosing Garmin,
    Andrew
    Product Support - Fitness Team
    Garmin International
    http://support.garmin.com
    MY REPLY TO SECOND RESPONSE

    >> Original Message ...
    >> To: [EMAIL="[email protected]"][email protected][/EMAIL]
    >> Subject: RE: RE: Steps Display Issue with Mobile Connect after Update to 4.40 Firmware << Reference ID: 9078590K0 >>
    >> Sent: 22/12/2016 05:32
    >>
    >>
    Hi Kevin,

    I had written that I had solved my issue by refreshing my connection in GCM and asked to close my ticket. However, today the issue is back. If you wish, you may sign into my account. No need to reset the password.

    The username is xxxxx
    The Pwd is: xxxxx

    Best regards,


    Phil

    SECOND RESPONSE

    From: [EMAIL="[email protected]"][email protected][/EMAIL] [[EMAIL="[email protected]"]mailto:[email protected][/EMAIL]]
    >> Sent: Wednesday, December 21, 2016 12:44 PM
    >> To: xxxxx
    >> Subject: Re: RE: Steps Display Issue with Mobile Connect after Update to 4.40 Firmware <Q#:1002458> << Reference ID: 9078590K0 >>


    Hello Philip,
    We would like to try to reproduce the issue you are experiencing. We would want to log in to your Connect account using an Android app to see if we can see the same issue. I had similar reports of this issue a couple of weeks ago, but the next day we observed that the problem did not reoccur, and may have been related to a newer build of Garmin Connect that was released.
    >>
    >> Would you mind giving us permission to temporarily reset your password so we can reproduce the issue? Alternately, we could schedule a time to call you and speak to you over the phone. Please let us know how you would like to proceed.


    Thank you for choosing Garmin,
    Kevin
    Product Support - Fitness Team
    Garmin International
    http://support.garmin.com

    MY REPLY to first RESPONSE

    >> Original Message ...
    >> >> From: [EMAIL="[email protected]"]x[/EMAIL]xxxx
    >> >> To: [EMAIL="[email protected]"][email protected][/EMAIL]
    >> >> Subject: RE: Steps Display Issue with Mobile Connect after Update to 4.40 Firmware << Reference ID: 9078590K0 >>
    >> >> Sent: 21/12/2016 11:00
    >> >>
    >> >>
    Actually, it is only the My Day Snapshot that is incorrect. If I go to the Step details page in mobile connect it is correct.


    Phil

    FIRST RESPONSE

    From: [EMAIL="[email protected]"][email protected][/EMAIL] [[EMAIL="[email protected]"]mailto:[email protected][/EMAIL]]
    >> >> Sent: Wednesday, December 21, 2016 10:53 AM
    >> >> To: xxxxxx
    >> >> Subject: Re: Steps Display Issue with Mobile Connect after Update to 4.40 Firmware <Q#:1002457> << Reference ID: 9078590K0 >>


    Hello Philip,
    Thank you for contacting Garmin International, I will be happy to help you today.
    Please make sure everything is connecting properly:
    >> >>
    >> >> ios
    >> >> 1. Open the Garmin Connect Mobile app.
    >> >> 2. Tap on the More located in the bottom-right corner.
    >> >> 3. Tap on 'Devices'.
    >> >>
    >> >> Android
    >> >> 1. Open the Garmin Connect Mobile app.
    >> >> 2. Tap on the Menu icon (three lines) located in the upper-left corner.
    >> >> 3. Tap on 'Devices'.
    >> >>
    >> >>
    There may be situations where you would like to remove a device from Garmin Connect Mobile - a new device purchase, app troubleshooting or removing an old device. Depending on the device, you may also need to remove it from the Bluetooth settings on the phone.
    Android:

    • Open the Garmin Connect Mobile app
    • Touch the Menu button
    • Touch Garmin Devices
    • Press and Hold the device to remove.
    • Touch Remove Device when prompted

    Remove from Bluetooth settings: (only necessary with certain devices)

    • Open Phone Settings
    • Touch Bluetooth
    • Touch the Gear icon next to the previously paired device(s)
    • Touch Unpair

    iOS:

    • Open theGarmin Connect Mobile app
    • Touch the More button
    • Touch Garmin Devices
    • Touch the Info icon
    • TouchUnpair Device
    • Select the device to remove
    • Tap Forget Device, and press the Forget Device again to confirm


    Remove from Bluetooth:

    • Open Phone Settings
    • Touch Bluetooth
    • Touch the Info icon next to the previously paired device(s)
    • Touch Forget this Device, and press the Forget Device to confirm


    Windows: :

    • Open the Garmin Connect Mobile app
    • Touch the Menu button
    • Touch Garmin Devices
    • Select the device you wish to remove
    • Touch the Menu button
    • Touch Remove Device"when prompted

    Remove from Bluetooth settings: (only necessary with certain devices)

    • Open Phone Settings
    • Touch Devices
    • Touch Bluetooth
    • Locate the device, and touch on the left side of the screen next to the name
    • TouchDelete


    Occasionally you may need to remove the device from the Garmin Connect website in order for it to be completely removed. To remove a device from Garmin Connect:

    • Log in to your account at http://garminconnect.com.
    • Click on the Hamburger Menu
    • Click on Devices in the side menu
    • Click on the Garmin device to be removed
    • Click on the Gear icon (top right)
    • Select Remove from the drop-down menu

    Your device should now be completely removed from your account

    If you have any further questions feel free to respond to this email or contact us at 1-800-800-1020 (available Monday through Thursday 8:00am to 6:00pm CST, Friday 8:00am to 5:00pm CST). Thank you for being a Garmin customer and have a great day!
    Angela
    Product Support - Fitness Team
    Garmin International
  • Former Member
    0 Former Member over 8 years ago
    Did any of that fix it permanently for you? Like I said, I already tried removing the device from Connect and then re-adding it, but that didn't even fix it temporarily. Sometimes the total steps get displayed correctly, but at next sync they're gone again.
  • 0 over 8 years ago
    Yes it did fix it for me.
    The issue never returned after doing what they recommended.