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Missing steps

7273916
over 5 years ago

I have a Fenix 5 and it keeps recalculating the steps on any day with an activity, so it happens a lot that around 9pm it tells me that I achieved the steps goal (10,000) and before midnight I see that I have done more than 10,500 and sometimes even 12,000 then the next day I find out after syncing with the app that it recalculated the steps and showing that I made 8,800 steps for example. This happens only when I track an activity, not sure why it just erase all the steps taken during the activity.

It's really annoying to spoil the steps goal streak after doing great efforts over few weeks just because of a silly bug in the software which I am still unable to understand the reason behind it!!

  • 0 over 5 years ago

    Please do the following: in the evening before going to sleep, tap the sync symbol at the top of the GCM app (right top), twait till the white ring around the device symbol closes and turn green, then go to Garmin Connect Web (not the phone app!) and make a screenshot of the steps page. Then, in the morning, when you see some steps were deduced again, make another screenshot of the Steps widget in GC Web (not the phone app!), and post both screenshots here.

  • 0 over 5 years ago in reply to trux

    Thank you for your reply.

    I am not sure this is going to fix the problem, whether the steps on the web version are going to be accurate or not, steps count on the watch and the mobile app should be reliable, I shouldn't synchronize and check the web version every few hours everyday to check my accurate progress.

    Thanks.

  • 0 over 5 years ago in reply to 7273916
    7273916 said:
    I am not sure this is going to fix the problem, whether the steps on the web version are going to be accurate or not

    I did not ask you to do the screenshto to fix the problem, but to help localizing where the problem is. Without seeing the data, it is difficult to guess what is wrong.

  • 0 over 4 years ago in reply to trux

    Has this issue been resolved? As I am also experiencing the same thing and becoming concerned with the accuracy of all data now.  Who can be contacted other that on this site?

  • 0 over 4 years ago in reply to 2463731

    Hello,

    After a lot of troubleshooting, Garmin support were unable to verify the issue, they recommended to replace the watch. Logically it shouldn't help fix the issue as the watch is already counting the steps correctly and the issue only happens when the data is uploaded to the account on the cloud. However I reached out to the local Garmin distributor and arranged a replacement and surprisingly replacing the watch fixed the issue. So if you are sure that it's the same exact issue, I would recommend contacting the support to troubleshoot the issue and they will exchange the watch if they don't fix the issue.

  • 0 over 4 years ago in reply to 7273916

    If replacing the watch fixed the problem, then a very likely reason for it was, that the watch was associated with multiple GC accounts. Removing it from all Garmin apps, and then adding back, would fix it too, without the hassle of changing the watch. Read and follow the exact instructions in the support document Data is Missing from My Garmin Account After Syncing