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

VA3 steps lost

Former Member over 5 years ago

My VA3 will display my steps differently than the steps that are listed on connect. I have synced every which way and I still lose about 3500-5000 steps a day. Right now my count is over 23k and connect says 18,100. WTF?? Please tell me how to fix this.

0 trux over 5 years ago

Right now my count is over 23k and connect says 18,100

What happens when you tap the Sync symbol (the double arrow circle) top right in the GC Mobile app? Does the white circle around the device symbol close completely and turns green? Or does it stop before that? How does the step count look like after the sucesful sync, when you look at it in your Garmin Connect Web account?

0 Former Member over 5 years ago in reply to trux

Thanks for responding Trux.

Right now I have about 8500 steps on the "My Day" screen on my phone. When I sync the circle goes white, then builds all the way around and then flashes green. The count on the "steps Detail page" then shows 7948 steps. On the Garmin connect site on my laptop also shows 7948. Just walking around my house then out for a couple mile stroll I synced my phone 12 times throughout the morning and still lost nearly 600 steps.

Ideas?

0 trux over 5 years ago in reply to Former Member

Ideas?

The only one is that perhaps your device was inadvertently associated with multiple acounts. It frequently happens for example when you reinstall the application, and inadvertently sign up a new account instead of signing into the original one. Follow the instructions from the support document Data is Missing from My Garmin Account After Syncing to resolve the issue.

0 Former Member over 5 years ago

That was the problem!! Except for Garmin Pay (which I never use) everything came back. I went for a run just to make sure they would sync and it was good to go. Thanks a bunch!!

0 Former Member over 5 years ago in reply to Former Member

So..... yeah... that worked for one day. Walked this morning and am already 500 steps off. Amazing!

0 Former Member over 5 years ago in reply to trux

So here it is 930 am and I've already lost 2000 steps. Ready to get the sledgehammer out!!

0 trux over 5 years ago in reply to Former Member

Are you sure you fixed the issue with the duplicate accounts? Are you sure the syncing works everytime correctly (circle turning green, and no errors in the Device Sync Audit)? If yes to both, then contact the Support directly, and let us know what the outome was.

0 Former Member over 5 years ago in reply to trux

[deleted]

0 trux over 5 years ago in reply to Former Member

What is a device Sync audit?

Garmin Connect Mobile app Menu » Setting » Device Sync Audit (at the very bottom). History of audits navigable left and right (see the buttons at the bottom).

Personally, I'd tell that you still may have a problem with the multiple accounts, especially when you wrote that following the instructions helped for some time. Perhaps go through them again, and make sure you did all of it correctly. If you have Garmin Connect installed on several devices (i.e. two different phones, or a phone and a tablet), then make sure both of them use the very same account. You can verify the ID in GCM Menu » Settings » App Diagnostics » GCM ~ User » Displayname (typically it is a rather long cryptic alphanumeric string).

0 Former Member over 5 years ago in reply to trux

Ok ill try it again tonight.

I set the watch to factory at midnight on Thursday and it was a giant pain. Took me about two hours to get the watch to sync to my phone.

I spent all that time online on chat and the guy wasn't much help. I expect people to know their job, silly me.

Ill post when I have it all reset again. Thanks for all the help!