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Data not shown on app

Former Member over 4 years ago

I am using a Tactical Instinct starting November. It works perfectly fine untli 2/12/2020 where the steps, HR and sleep data starts to be missing from Garmin Connect App. Only activities are synced and shown on app. I read the forum, did a few things to troubleshoot: remove the watch and add it back, power off the watch and restart, uninstall and reinstall the app. None of these helped. The data is also missing on Garmin Connect web. Can anyone tell me what else to do before the last resort to reset the watch to factory setting?

Thanks,

Gabriel

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trux over 4 years ago +2 verified

There are basically four following possibilities. The most common and the most likely reason in most cases is the #3, despite that people are always mistakenly persuaded they never created multiple accounts…

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0 trux over 4 years ago

There are basically four following possibilities. The most common and the most likely reason in most cases is the #3, despite that people are always mistakenly persuaded they never created multiple accounts.

Your Privacy Settings do not allow sending data to the Garmin Account (verify the option Storage & Processing), or the device is not set as the Preferred Activity Tracker (check out the Device Settings on the Garmn Connect Mobile app » Activity Tracking » Preferred Activity Tracker)
The BT synchronisation on the phone app does not work (the white circle around the watch symbol never closes) - in that case follow the tips in the Sync / Connection Troubleshooting Guide. Alternatively, you can sync the data with the GC account over the USB cable and Garmin Express on a compuiter, or manually by importing files from the device folder //GARMIN/ACTIVTY/ to the Import Data page of GC Web (in case of errors during the import, see the hint #3)
When the synchronisation works (the white sync circle closes and turns green), but not all the data is appearing in your account, then it very probably means that your device is associated with multiple accounts, and a part of the data lands in the other account. 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.
The storage (or a FIT file storing the Activity details or HR data and the steps data) is dammaged or full. Try backing up and deleting old files from the folder //GARMIN/Activity and //GARMIN/Monitor. Look up the last unsynced activities from the folder //GARMIN/Activity, and try importing them manually on the Import Data page of GC Web. If you get errors when trying to import them, try fixing the broken files by passing them through the Section Remover of FIT File Tools (without removing anything), and then importing again the repaired file(s).

0 Former Member over 4 years ago in reply to trux

Thank you for the detailed step to step troubleshooting guide. I checked for (1), doesn't seem to be an issue. (2) shouldn't be a problem in my case, as the circle turns green after syncing. I have tried (3), doesn't seem to be able to retrieve past days' data, but I saw new data recorded few minutes earlier. Will monitor and see. Anyway I don't think I created another user account, and if I did, I don't know how to delete the device from the account I am not aware of. Hopefully I have fixed the problem and need not try step (4) which sounds a little complicated to me. Thank you again. Will update the outcome tomorrow.

0 trux over 4 years ago in reply to Former Member

I have tried (3), doesn't seem to be able to retrieve past days' data, but I saw new data recorded few minutes earlier.

If you tell it worked, then you indeed had two accounts. The past days' data is in the other account.

0 Former Member over 4 years ago in reply to trux

Hi trux,

Appreciate your help. Step (3) did help! Like you said, I might be having a second account which I don't remember, but I presume it won't cause any problem from now on. Thanks again!