Breakdown incorrect since last update 14/15 July

Same problem here..

Hi,

The breakdown information on my Vivofit uploaded data has been incorrect since the last program update around 14th to 15th July. Looking at yesterday's step data for my day, the graph on Step Details clearly shows I've been active/highly active for about 40% of the day. Breakdown however says I've only been active 7% and highly active 4% of the day, totalling 11%. Sleep data appears to be correct, at 30%. Sedentary appears to be wildly out, at 59%.

Please can Garmin correct the errors in the Breakdown data for Active and for Sedentary so that they are recording more accurately. I use this facility on my Vivofit to make sure I am not being a couch potato, but at the moment, it is saying I am one even when I'm not.

Same problem here...all of a sudden I'm over 50% sedentary...not !!

Breakdown still not working properly

I've now reported the issue to Product Support. Reply should be within 3 working days.

Reply received from Product Support

I received the following reply from Product Support this morning:

"Thank you for contacting Garmin Europe.

"First of all, please accept our apologies for not answering your email in the time we quoted on our website. Due to an unforeseeable high volume of emails and calls we’ve received this has led to a backlog, which we’ve been working hard to restore to our usual service levels.

"I am happy to assist.

"I would recommend resetting the vivofit.


"To soft reset a vivofit/vivofit 2:

"Press and hold button
Wait until screen is blank (approximately 20 seconds)*
Release button
The display of the vivofit/vivofit 2 will automatically turn back on and function as normal.

"NOTE: Performing a soft reset will clear the red move bar on the vivofit 2.

"*If vivofit is unresponsive while holding the button, see Related Content.

"If there is anything else I can help you with then please let me know"

I have replied:

"Dear Product Support,

"I have done this but it has not helped. The problem is not in the data being uploaded, but in the way your program calculates and reports using the uploaded data. I can clearly see that I have been active for more than 6% of my day when I look at the Steps part of the on screen display, but the Breakdown figures only show 6% activity. This miscalculation has been happening ever since the program updated about 14th July. It is the second time this year that Breakdown data has been reporting incorrectly after a program update – the first was in April this year. Please can you instruct the programmers to correct the bug.

"Kind regards,"

Garmin support 101: When a customer shows there's a bug in garmin connect tell them to hard-reset their device and pretend there's no bug.

Honestly? Telling them to hard-reset their webserver would make about as much sense to them as the concept that a device hard-reset won't fix a problem with garmin connect.

Now Garmin says my Vivofit needs to be replaced

Today I received the second reply (pasted below) from Garmin Europe Product support, basically saying the fault isn't in the program update in July misinterpreting the information from my Vivofit, but in my Vivofit device itself.

"Thank you for contacting Garmin Europe.
"First of all, please accept our apologies for not answering your email in the time we quoted on our website. Due to an unforeseeable high volume of emails and calls we’ve received this has led to a backlog, which we’ve been working hard to restore to our usual service levels.
"I am happy to help with your enquiry.
"I'm afraid it looks like we will need to book your Garmin device in for a replacement.
"I can confirm that if the device is replaced with Garmin using our RMA Replacement system, then any mapping or subscriptions in your myGarmin account that you have purchased for the original device such as the Lifetime Map Update or Birdseye outdoor mapping will be exchanged to the replacement device for you.
"In order to progress with this, we will need the following information from you:
"Device Serial Number
"Phone Number
"Full Postal Address
"Once I have this information I will be able to book the device in. I will then send you an RMA Reference number, the address you need to send it to and all warranty information for your reference.
"If there is anything else I can help you with then please let me know. Alternatively you can search for a solution here: http://www.garmin.co.uk/support
"Kind regards,
"Garmin Europe".

My reply says the device is recording and uploading data without problem. The system is not interpreting it correctly. We'll see how long they take to respond this time.

Did you ask them to hard-reset their email client to fix their backlog? :rolleyes:

Same problem here

It isn't your device. I have exactly the same issue with activity at just a few percent and sedentary in the 60% region - total rubbish. will contact support too.

Getting very annoyed with Garmin Product Support

I now have the latest reply from Garmin Europe:

"First of all, please accept our apologies for not answering your email in the time we quoted on our website. Due to an unforeseeable high volume of emails and calls we’ve received this has led to a backlog, which we’ve been working hard to restore to our usual service levels.
"I am happy to help.
"I would suggest using an alternate browser such as Mozilla Firefox. Unfortunately, Google Chrome and Edge are not compatible with Garmin Connect.
"I apologise for the inconvenience caused.
"If there is anything else I can help you with then please let me know. Alternatively you can search for a solution here: http://www.garmin.co.uk/support
"Kind regards,"

I have replied: "I have tried using an alternative browser not on your list, Internet Explorer, and it has exactly the same fault as I have already reported. Please can you correct the system problem which occurred with the programme update on 14th July."