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Vivomove connects, fails to sync data

I got my wife a used Vivomove watch which connects to her phone but activities fail to sync. On initial set up the Connect app (Android) said the watch was connected to another account and would I like to change that.

Looking in the log I’ve found…

Any ideas?

Garmin Device Info---
[device information] unit id: 3928417718, product number: 2368, software version: 250, device name: vívomove

---Android Device Info---
OS: Android
Ver. Release: 9
Ver. SDK: 28
Ver. Codename: REL
Locale: en_GB
Manufacturer: samsung
Brand: samsung
Model: SM-J530F
Device: j5y17lte
Display: PPR1.180610.011.J530FXXS8CUE4
Hardware: samsungexynos7870
Host: SWDH2816
ID: PPR1.180610.011
Product: j5y17ltexx
Radio: J530FXXS8CUE1
Serial: unknown
Tags: release-keys
Type: user
User: dpi
Board: universal7870
Bootloader: J530FXXS8CUE4
Supported<br/>ABIs: armeabi-v7a<br/>armeabi<br/>

---Sync Info---
******************** SYNC RESULT ********************
Upload Status=FAILED (Remote device disconnected)
Download Status=FAILED (download:ERROR PRIOR TO EXECUTE)
Time Sync Status=SUCCESSFUL
Overall Sync Status=FAILED
Origin=5037_SYNC_REQUEST_MESSAGE__VISIBLE_IF_FILES
*****************************************************
UPLOAD:

#Auto Upload=true
#Types=[32] |
*****************************************************

  • First of all, perform the master reset of the watch (reset to factory default settings). Look up the procedure for the watch in the user manual, it differs from model to model, but usually it is also accessible through the menu of the watch too. Then try connecting the watch to Garmin Connect and Garmin Express again.