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Connect App Not Showing Past Step Data and Step Count Resets at the Wrong Time

Former Member
Former Member over 5 years ago

I noticed that the connect app no longer shows the step data for the last 3 weeks. It only shows my current total number of steps for the day but if you try to look for the step detail, ie by hour or for any day up to April 7, it is not there. It seems to be syncing with the watch because it shows the current number of steps for each day and also tracks activity data just fine. 

I've also noticed that the step count now resets at 9-10 am each day instead of midnight. I've already tried changing the time zone on the phone to a different one and back and that did not fix this even after a few days. 

Garmin Instinct

Google Pixel 3XL 

  • +1 over 5 years ago

    Crossposting in multiple threads, so I copy the answer from the other thread here too:

    Are other details (like the activities, heart rate, Calories,...) logged in your GC account, or is everything missing since that day? If everything (or almost) is missing, then the most likely reason is that you have the device mistakeny associated with two accounts. That happens frequently to people for example when they reinstall the phone app.

    Find a solution for such case in the following document:

    Data is Missing from My Garmin Account After Syncing

    As for the wrong reset time - check out the Upload Time Zone in Display Preferences of your GC Web user profile. Also try rebooting your watch and activating the GPS untill it locks the satellites and refreshes the timestamp. Probably not necessary, but better to be sure.

  • 0 over 5 years ago in reply to trux

    Multiple users are reporting Conect issues. This is new and not about 2 accounts or new devices. Reposting old advice doesn't help.

    I for example have 1 account; 1 device; made no settings changes and now cannot see any running totals except April; yet if I look I can see individual activities are still logged ok. This is a reporting/graph issue

  • 0 over 5 years ago in reply to WheatiSm
    WheatiSm said:
    Reposting old advice doesn't help.

    You never know. In 99% of cases it does. There are only few people coming here for an advice, actively searching old answers, and it is difficult to guess whether you did, if you did not mention it in your post. Hence the old and working advice will always be the first one you'll get. Slight smile

  • 0 over 5 years ago in reply to WheatiSm
    WheatiSm said:
    I for example have 1 account; 1 device; made no settings changes and now cannot see any running totals except April; yet if I look I can see individual activities are still logged ok.

    It does not seem to be the same case as the issue of the original poster, but when you speak about running totals, do you reffer to the page Progress Summary of Garmin Connect Web, or another page?

  • 0 over 5 years ago in reply to WheatiSm
    WheatiSm said:
    Multiple users are reporting Conect issues.

    Thanks. That's correct, although some will continue to have the "multiple account" issue, which can confuse the issue. Nonetheless, I've pinned this post to the top of the Garmin Connect Web Forum: Total Distance reports only showing "April" data

  • 0 over 5 years ago in reply to seilogramp
    seilogramp said:
    I've pinned this post to the to

    Yes, that one is indeed a recent bug in the yearly reports on the web, but it has no relation to the initial post of this thread that reffers to the daily reports, which are not concerned by the recent bug in yearly reporting. I suspect that in the case of the opening post of this thread, the duplicate account is a quite credible possibility.

    If you suspect having two accounts, you can try checking it out yourself. One possibility is that the web account uses different ID than your phone app. On the phone app, go to Menu » Settings » App Diagnostics and note the Displayname code. Then open the web interface, click your avatar in the upper right corner, and select the option View Profile. Now compare the ending code in the address line of the browser, with the code from the phone app. If they are not identical, you have two differrent accounts, and need to use the same one on both sides. You can log out of the web account, and log in back using the identification from the phone app.

    If it does not reveal any duplicate, then following the instructions from the support document I linked previously, could still help.

  • 0 over 5 years ago in reply to trux
    trux said:
    If you suspect having two accounts, you can try checking it out yourself

    Good info. Thanks!Thumbsup

  • Former Member
    0 Former Member over 5 years ago in reply to trux

    So I have double-checked and other activities are not being saved for any of the daily reports as well like calories and heart rate. The only thing I can see is the details from specific workouts. I have only ever had one account, one watch and one device. The first time I've ever logged onto the Web Connect was to check to see if the accounts were the same as you posted below and they are definitely the same. Web Connect is missing all of the information as well. 

    I am trying the removing of the device and rebooting it as well to see if that helps at all. 

  • 0 over 5 years ago in reply to Former Member

    If the steps from the mentioned support document do not help, you can also try syncing the device over USB and Garmin Express. It will also load the latest firmware on your Instinct. There were quite a few new versions with plenty of enhacements and bugfixes, in the last few months, so if you do not do it regularly, you may have an old version with a bug.

  • Former Member
    0 Former Member over 5 years ago in reply to trux

    So I disconnected the watch and reconnected it and it seems to display the total for today's activities in the graphs so we'll see if it continues going forward. It still looks like it's missing steps from earlier this morning. Did a 3-mile run this morning and I'm only at 1883 steps for the day. On the watch, it shows the run under "My Day" along with that step count. 

    I also noticed that the calories was having issues showing because it was having trouble connecting with MyFitnessPal, I've disconnected that app entirely so we'll see if that helps fix anything. I can see most of the past calorie totals for the last few weeks.