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Heart rate data doesn't get imported in Garmin Connect (web & app)

kalyp
over 4 years ago

I have an annoying bug that started to appear a few weeks ago (looks like 09/24) where most of my all-day heart rate is not available on connect (web & app similarly) - only a flat line appears, see the screenshot for an example. Heart rate was recorded for these time periods, as a matter of fact the run visible in the screenshot had normal heart rate, that correctly appears on the corresponding activity page (meaning it was synchronized by the watch). Also, the all-day stress appears normally.

Any idea what might be wrong, and how to correct it? I basically have no heart rate data available anymore, which is a bit annoying...

Thanks a lot!

(PS in case it matters: Fenix 5S).

 

  • 0 over 4 years ago

    Looks like you could have the device associated with mutliple phones, or perhaps just with mutliple accounts - that frequently happens to people when they reinstall the app, set up a new phone, or simply sign out and then sign up instead of signing in. I'd definitely try to follow the instructions from the support document Data is Missing from My Garmin Account After Syncing. Also, first of all, reboot both your watch and the phone too.

  • 0 over 4 years ago in reply to trux

    Thanks a lot for the suggestions! I've only ever had one account and one phone (and have had my current phone for over a year) so I don't think that's the issue... I rebooted both watch and phone, then just in case removed the watch from both and readded it to the app, and after a few syncs the data hasn't reappeared. Maybe past data is lost (even though the last 4h are visible on my watch - but not on connect) and that will only solve the issue moving forward? I guess I'll see in a day or two...

  • 0 over 4 years ago in reply to kalyp

    If it were a problem with multiiple accounts associated with the watch (which really your case has the symptoms of), then the past data won't be loaded again - data is synced only once, and when confirmed as synced, the daily monitoring data is being deleted and overwritten. Only activities are stored, but those are not your concern.

  • 0 over 4 years ago in reply to trux

    Yeah except that I'm totally sure I never had multiple accounts... This being said, I had issues with syncs a few weeks ago and had deleted the watch from the app (not connect web) and re-added a couple times. Maybe re-adding it without deleting it from connect web could have screwed things up? I can't remember when I did this exactly, but the timing could match.
    Regardless since the delete / re-add from this morning, data seems to sync fine - I'll report in a couple days...

  • 0 over 4 years ago in reply to kalyp
    kalyp said:
    I had issues with syncs a few weeks ago and had deleted the watch from the app (not connect web) and re-added a couple times

    That's it

  • 0 over 4 years ago in reply to trux

    Well I still have all the data syncing correctly, so that must have been it indeed! I'll repost if things break again but for now, all good even if I never got the past data back (not sure where it ended up!).

    Thanks a lot trux for the help, next time I re-pair my watch I'll know I need to also delete it from Garmin Connect...