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Garmin Index Scale Data issues

A couple of issues to report
I've got an index scale and Garmin Connect isn't displaying the data for it correctly
1 - delta is rarely calculated
2 - Since 18/1 additional data such body fat, body water muscle mass and bone mass aren't being displayed in Garmin Connect. It appears that the data is there somewhere as it appears to display on the card in the "my day" tab.

I did a factory reset on the scales last night and set it up again yet still the same issue. I also deleted data from Garmin Connect, Cleared Cache and set up my device again. Checking the Garmin Connect Web dashboard shows that data was uploaded on 6 Feb, this is despite standing on the scales each day.

I'm on a Galaxy S7
Garmin Connect App Version is 4.3
Index Scale Software Version is 3

Any idea what's happening? This is really annoying.... ciq.forums.garmin.com/.../1309698.png ciq.forums.garmin.com/.../1309699.png ciq.forums.garmin.com/.../1309700.png

0 _FDX_ over 6 years ago

nice! i came in to report the exact same thing!

0 SAHO over 6 years ago

This is a known issue, please have a look at this thread: https://forums.garmin.com/forum/into-sports/health-fitness/index-smart-scale/1277468-measurements-diapearing-from-garmin-connect
It seems like it's not an issue with the Index Scale itself, but rather caused by other devices syncing to Connect.

Unfortunately Garmin seems to put low or even no effort into solving this. @Garmin-Blake

I would strongly advice both of you to call or email Garmin support and have your cases logged.

0 DawsonDownunder over 6 years ago

Thanks for the reply. I'm going to log a ticket and also add my voice to the thread.

0 michelleh45 over 6 years ago

As SAHO said, this is NOT an issue with the scale but an issue with Garmin Connect. If you are in the US, PLEASE call Garmin at 1.800.800.1020 to report it. I have reported it over 3 weeks ago and so far it has not been addressed. The update to Garmin Connect mobile they pushed last week did not address this. I'm no software developer, but it doesn't seem to be that hard a fix. If you'll notice, the new weight that you get on your Garmin scale (or enter manually, doesn't matter) NEVER makes it to your user profile. Your user profile weight is stuck on some weight from some other day -- I'm not sure which. Eventually the weight that is in your user profile will overwrite any new weight you try to enter. Until they fix it, nothing will change and you will just lose all this data.

0 michelleh45 over 6 years ago

For me, this is working now. I got an e-mail from Garmin Product Support that explained they think they have it fixed now. It's worked for me for two days -- my weight data no longer gets overwritten -- so maybe they have fixed it.