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Losing steps during sync

8806771
over 4 years ago

Hi all,

I have a 935 and twice this week I have lost 1000 steps approx. Both Tues and Thurs I went for a walk to hit my 12500 daily goal for my Vitality insurance, but when I have synced I show only 11600 ish for each day. I know for a fact that I was over the 12500, as I didn't stop until I was.

Now I cannot hit my full point for the week, which is not an issue this week, but will mean I can't hit my monthly totals if it keeps happening randomly. Might seem petty to have an issue, but I won't be able to hit enough points to get my prime etc paid for.

Anyone else had the same issue? Don't want to have to keep taking images of the watch to prove it.

Thanks

  • 0 over 4 years ago

    If Steps are that important to you, always verify the number of Steps on Garmin Connect Web, after having synced the watch. And I really mean the web interface in a browser, not the phone app!

    If the number does not match the number indicated by the watch, the sync was not complete, and you have to repeat it, or syncing over the USB cable to the computer instead. If it still does not help, there might be a problem with insufficient room on the device (do you regularly clean up the folder //GARMIN/Activity?)

  • 0 over 4 years ago in reply to trux

    Thanks trux, appreciate the reply.

    So what would be the cause. I see the steps on my watch? So what stops them coming over. 

    Workarounds are not acceptable really are they? My watch says 13000 steps, should I need to take it off and fire up a laptop to make sure they don't go missing? It is a Bluetooth synchronisation with my phone. Only just started happening so a workaround is irrelevant. Obviously an issue has just started, I'd rather get a fix.

    Would a full folder stop clearly showing steps to disappear. I could understand if the day was missing, but to drop from 13k to 11.5k seems that's unlikely

    Cheers

  • 0 over 4 years ago in reply to 8806771
    8806771 said:
    So what would be the cause. I see the steps on my watch? So what stops them coming over. 

    As I wrote - for example an incomplete sync, broken FIT file, problems with a storage, multiple accounts being assciated with the device, ...

    8806771 said:
    Workarounds are not acceptable really are they?

    Who told? I thought you wanted your steps. If you do not care, then make no workarounds and wait till the problem goes away alone. It is up to you Slight smile

    8806771 said:
    Would a full folder stop clearly showing steps to disappear. I could understand if the day was missing, but to drop from 13k to 11.5k seems that's unlikely

    Yes, if the limit is reached, the monitoring file cannot be appended to, hence it keeps only a limited set of data for the current day.

  • 0 over 4 years ago in reply to trux

    Not sure that's as helpful as you think..

    I have one account, one phone, one laptop and one watch. The watch has plenty of space and the following days activity and steps has synced correctly.

    Your other suggestions are all problems aren't they? They need fixes. Whether that's my end or Garmin end or your end makes no difference. It clearly is a problem for me, otherwise I would not have raised the topic.

    Workarounds are only useful until the issue is fixed, so unless I can find the issue, they would be permanent hence trying to get to the root of the issue. I have a dishwasher, if it breaks do I use the sink forever or until the new one arrives? 

  • 0 over 4 years ago in reply to 8806771

    Not sure why you came here, asking for help, when you apparently do not want to hear any advices how to get your Steps counted. I am afraid the user forum is not the best place to ask for "true" fixes, whatever you mean by it. You can get help here, but we do not have the access to the code, and cannot reprogram the watch and the app. If you ask that, you need to call Garmin's Customer Support.

  • 0 over 4 years ago in reply to trux

    Yeah, maybe I should have posted on a user forum for the device I was having an issue with. Who knows, someone may have had the same issue before and I could have tried their fix. If not then tried a support ticket.

    Maybe I'll try that?

    Looking at your history, I can only assume you are having a bad day, as you seem normally quite helpful. 

    I only wanted to see if others had had the same problem, that's all. And a place like this should be the place to come first I would have thought. I don't want a code fix or anything like that, just seeing if there were things I could try to sort it.

    Anyway, I have other stuff to do, and I don't want to waste my time in a pointless chain, so I'm off.

    Have a good morning/evening where ever you may be. 

  • 0 over 4 years ago in reply to 8806771
    8806771 said:
    Looking at your history, I can only assume you are having a bad day, as you seem normally quite helpful. 

    That's exactly what I am trying to be here too  Slight smile But for some strange reason you do not seem to be interested in following my advices, trying to find out where the problem is, and fix it then.