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Several issues after the last system update

3169178
over 2 years ago

Since the last update more or less I am facing MULTIPLE issues with my Garmin.
1. Active calories are not being counted.
2. Steps are not being counted.
3. When the new days starts, I still see numbers from the previous day.
4. Synch with the phone is not working properly despite bluetooth connection.
Restarting the watch doesn‘t provide sustainable help. 
This is very disappointing. Can you provide some assisstance on how to fix it? Otherwise I will be returning the watch under the warranty.

  • 0 over 2 years ago

    First of all, I'd try forcing the app to stop (swipe it up in the App Switcher) and restarting it. If it does not help, you could try the following steps:

    1. Remove the watch from the Garmin Connect Mobile app
    2. Sign out of the GCM app!
    3. Remove the watch from the Garmin Express on the computer
    4. Sign out of GE!
    5. Remove the watch from the Garmin Connect Web
    6. Sign out of the web account!
    7. Sign in back to your original Garmin Connect account on the app, and add the watch again. Repeat with Garmin Express.
  • 0 over 2 years ago in reply to trux

    Unfortunately this fix didn't help for me. I have the exact same problem as the original poster. My Garmin Connect Mobile hasn't sync/saved either my step count, calories, sleep etc. since June 6th. On the other hand, my watch is counting my steps at all time and I can see in the Step widget that the watch has tracked/recorded my steps the last week. I have a Forerunner 735xt running on software version 9.80. My Garmin Connect Mobile app is updated with version 4.56.0.44. Do you have any other idea on how to solve this? Thanks. /J

  • 0 over 2 years ago in reply to Jojo

    I hv the same issues too. Software updated version. I m using Fenix 5S.  Had tried restart app, watch and web, all not working. Should be software bugs :_(…  I guess we need the technical team to fix the issues. 

  • 0 over 2 years ago in reply to KylieLow

    Did you try syncing with Garmin Express over the USB cable?

    Otherwise, for more detailed instructions, have a look at the Troubleshooting guide for (some) data missing after syncing,

  • 0 over 2 years ago in reply to KylieLow

    Do you happen to know how we can flag this to the technical team? At the moment my Garmin is simply useless Unamused

  • 0 over 2 years ago in reply to trux

    Hi trux, thanks, however I do not really see how that could solve the problem of the fact that watch itself is not showing the right data. I assume it could only help with the last issue described.

  • 0 over 2 years ago in reply to 3169178

    The guide is for the syncing issues that you mention in the opening thread (#4).

    As for the Active Calories, you best post the screenshot of your daily HR, and of the Calories screen in Garmin Connect, so that we can see it. You will need to sync for that first, though. Use Garmin Express over the USB cable, if syncing over Bluetooth does not work.

    If the watch never counts any steps, or continue having other issues, even after performing the master reset, then you may need a replacement. Contact the Support

  • 0 over 2 years ago in reply to trux

    Thanks Trux! Just synced with Garmin Express and the lost data is back on Garmin Connect, hoping it work and do not need to keep connecting to Garmin Express.