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Garmin support team answers to simple question

Former Member over 10 years ago

Recently I have created the topic about Gamin Connect Mobile compatibility problem with my phone model. In short words: application is not available in play market for one of three of my devices on my Google Account. That particular device has modern hardware and software fully compatible with Garmin Vivosmart. The only problem is that I can't install the application on my phone because of some settings set by developers which restricts it for that model.

I have tried to reach developers via emails to the support team and all I got is standard advices to look this app in a market; to call to the support center with a phone in hands and they help me; advices to check my region etc. Many answers by seems than they don't even read what I wrote in emails. I wrote phone model, wrote that I already made all checks, attached screenshots of play market restriction and provided other information which would help the developer to look into a problem. In fact any developer of that app could solve the problem in two minutes by looking into specs and allow it install in play market or just answer me with reasons why it is not possible. All I'm asking it is correct competent answer to my question: "Why app is not available for install on Huawei Honor 3C (HUAWEI H30-U10)?". Is that so hard?

I'm really sorry for such negative post but I'm very upset of such attitude to the clients.

0 SergeyVDNKH over 10 years ago

I saved application from my phone, you can download and install it:
https://dl.dropboxusercontent.com/u/75269931/Connect%E2%84%A2_2.8.apk

0 Former Member over 10 years ago

SERGEYVDNKH Big Thanks!

But application installation from your APK is also failed by "Unknown reason". According to one of support team answers if application is not available in Google Play - installation from APK will not work also. I have tried this earlier by downloading APK from my wife's phone. As far as I know APK files of same app could be different for different Android versions. Mine is 4.4.2.

0 SergeyVDNKH over 10 years ago

I have 4.4.2 too, who knows what "unknown reasons" could be.

0 Former Member over 10 years ago

Technical info of version. In case if some developer will see this thread :)

0 pshare over 10 years ago

Just a comment about support. I logged a bug in Connect on their support page yesterday. Someone from Garmin actually called me within 10 minutes of receiving my email. She and I went through the issue and she was able to replicate my problem at her end. What struck me is how soon they got back to me. It was truly unexpected and amazing.

0 Former Member over 10 years ago

Recently I have created the topic about Gamin Connect Mobile compatibility problem with my phone model. In short words: application is not available in play market for one of three of my devices on my Google Account. That particular device has modern hardware and software fully compatible with Garmin Vivosmart. The only problem is that I can't install the application on my phone because of some settings set by developers which restricts it for that model.

Because of the lack of a standard from Google for BLE on android phones, different phone manufacturers have implemented BLE communications differently. The different implementations work with varying success. This list is a pretty good guide of what phones have been tested and deemed compatible with Garmin devices.

In fact any developer of that app could solve the problem in two minutes by looking into specs and allow it install in play market or just answer me with reasons why it is not possible. All I'm asking it is correct competent answer to my question: "Why app is not available for install on Huawei Honor 3C (HUAWEI H30-U10)?".

Just because a phone says it is BLE or Bluetooth Smart compatible does not mean that Garmin Connect Mobile will communicate reliably (or even at all) with a Garmin Bluetooth Smart device. The low-level software & implementation of the BLE protocol on the phone might not contain everything needed for communications or it might have trouble staying connected. I'm not a bluetooth or BLE expert, but this is what I've heard from other people who do work on bluetooth/BLE stuff.

Is that so hard?

Flipping a magic switch? No. Making sure that magic switch actually makes the phone and the device (1) communicate and (2) do it reliably? Yes.

0 Former Member over 10 years ago

I will be glad to assist. The fenix 2 uses BLE (Bluetooth Low Energy) also referred to as Bluetooth Smart or Bluetooth 4.0. In order to sync the fenix 2 with an Android device that has BLE, the phone will require both hardware and software to support it. Some devices have the hardware but not supported software. At a minimum the phone will need to be running at least Android 4.3 and have BLE hardware. You can check your phones specifications to determine the Android version and Bluetooth hardware.
Meeting the minimum requirements does not necessarily guarantee the two devices will pair. BLE is a somewhat recent addition to Android phones. Although the manufacturer may have added BLE it may still not work correctly with our devices. Unsupported devices may not work with our BLE products or may be inconsistent. Garmin has compiled a list of supported phones we have tested and verified to work with our BLE compatible devices at the link below.
http://garmin.com/ble

If your phone is not listed at the link:

• It is possible we may not have had an opportunity to test it yet and it may still work if it meets the minimum requirements.
• It may work but not consistently, possibly requiring restarting the devices and re-pairing after each disconnect.
• It may not currently work.

In order to get the best possible results:

• Move old activities from the fenix 2 to your computer. Outdated and /or corrupt files can cause issues.
• Check for software updates for the fenix 2, mobile device, and the Garmin Connect application.
• Make sure your mobile device meets the minimum requirements (Bluetooth 4.0 and Android 4.3)

We are constantly adding and testing new phones to ensure BLE compatibility. Check the compatibility list frequently as it is updated often.

The above quote references the fenix 2, but the information regarding BLE compatibility is still valid.

0 Former Member over 10 years ago

TRAILTECH
Seems that you don't understand what I'm talking about too. Again, I'm talking that application Garmin Connect Mobile can't be installed not from google play, not from APK on that phone model but on other my phones which was made in 2012 when BLE didn't even exists that application is available. I'm not talking about BLE or any Garmin devices compatibility, only about application.

I found out why installation from APK is not working and will try to solve this by myself but why it is not available in Google Play (See attached screenshot) it is only possible to find out by developers.

From the APK installation didn't work because:

9 768 E PackageManager: Package com.garmin.android.apps.connectmobile requires unavailable shared library com.google.android.maps; failing!
02-20 22:55:11.060 739 768 W PackageManager: Package couldn't be installed in /data/app/com.garmin.android.apps.connectmobile-1.apk

0 Former Member over 10 years ago

I forgot to mention that all Google applications with maps (Maps, Earth, Tracks) are working fine on my phone. I don't know what it means but just notice.

0 Former Member over 10 years ago

Does that mean that if you install Google maps, it will become available?

No. Because maps are installed also as Earth, Tracks, Streets and other google navigations apps. Found a solution here http://forum.cyanogenmod.org/topic/85190-gapps-shared-libraries-preventing-apk-install/
Will check it and post results here.