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Steps recorded on watch not correct on Garmin Connect.

KatySSS
over 4 years ago

Watch is showing steps target met each day (which is correct) - until today's sync so was Garmin Connect - today's sync has wiped out all steps for Sunday, and an apparently random amount have been removed from Monday and Friday's step totals.   Heart rate and sleep data has also gone completely for Sunday.

Friday's steps total had definitely synced correctly previously and is now wrong.  I think Sunday's data was also correct yesterday before the re-sync today.  It's still showing correctly on the watch but Connect appears buggered!

Am somewhat annoyed as it's wiped out a 150 days + steps goal streak.    Is there any servicing issue with Garmin Connect that could fix this before the data drops off the watch???

  • 0 over 4 years ago

    Looks like you are logged into a different account than originally. Sign out, and sign in back with the original credentials. Also make sure you removed the device from the wrong account. Have a look at the document Data is Missing from My Garmin Account After Syncing for the hints.

  • 0 over 4 years ago

    Thanks but nope - it's definitely my one and only Garmin account - synced via my computer as usual, all the past year's info is in there and the activities for the days with the messed up step counts are in.   It's updating todays step count when I re-sync but not correcting the earlier ones it's messed up.

    Same thing is happening to my friend today (his watch, his own separate account, his own separate computer)

    respectfully, it appears to be Garmin Connect/Express having a glitch

  • 0 over 4 years ago

    It's still doing it - yesterday's step count according to watch was just over 10,000  have just synced it and Garmin Connect has it at 7244 - pic above of on watch values versus Connect graph for this week.

  • 0 over 4 years ago in reply to KatySSS

    Having the watch inadvertently associated with multiple accounts is still a credible possibility, so if I were in your situation, I would definitely try the hints from the document I linked in my previous reply. If it does not help, contact the Support.

  • 0 over 4 years ago

    I am having trouble with recording steps

    My dashboard on my mobile connect shows correct steps but when i click on the graph it show no steps and my calendar shows no steps recorded and my step challenges are out to. However mybhusband found if i connect it to mynlaptop and log into my connect there it updates the mobile connect with the missing data. Hope that helps you get your data bk

    I have raised with Garmin but waiting on responce. This has only started happening since i updated my watch on the newist version of Garmin express. 

    If anyone knows how i can perminetly fix this it would be great. I habe removed device from mobile connect uninstalled it and reinstalled it then reconnected my device this has not worked.

  • 0 over 4 years ago in reply to Sarah
    Sarah said:
    I habe removed device from mobile connect uninstalled it and reinstalled it then reconnected my device this has not worked.

    That's not enough. Reread the document linked above, and remove the device from all apps (GC Mobile, GC Web, Garmin Express), and on all phones and computers you use. Then add the device back again.

  • 0 over 4 years ago in reply to trux

    I have done all the steps,

    Deleted device from mobile connect

    Loged out of mobile connect

    Unistalled mobie connect

    Unpaired my device from phone

    Removed device from Garmin express

    Then added back to garmin express

    Use logg out of all other garmin sites

    Down loaded mobile connect again

    Signed in to mobilr connect 

    Paired watch again 

    And still the mobile connect dashboard shows correct steps but report function doesnt i have tonconnect to my laptop for my mobile connect to record it accruatly

  • 0 over 4 years ago in reply to Sarah

    I cant see i have missed a step i cant remove the device from Garmin Connect web as wen i renoved it from mobile connect the garmin web connect showed no devicd connected 

  • 0 over 4 years ago in reply to Sarah
    Sarah said:
    And still the mobile connect dashboard shows correct steps but report function doesnt

    The Steps report screen shows the number of steps synced to the server, so you have to activate the sync first (or wait till the next automated sync) - tap the double arrow circle symbol in the top right corner of the GC mobile app, and then wait till the circle around the watch at the top of the screen closes and turns green.

    When it turns green, then access the Steps report screen, and the recent Steps count should be there.

    If it does not turn green, or if the count does not match, there was probably an error while syncing. In that case go to Menu » Settings » Device Sync Audit and look for any errors or warning in the audit.