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Garmin Fenix 6 Sapphire no longer syncing

awinston09
over 5 years ago

After the latest GPS update overnight, my Fenix 6 Sapphire is no longer syncing to Garmin Connect.

I am still getting Bluetooth notifications from my phone, but the Garmin Connect app won’t connect.  Strangely, the Connect IQ store app is working just fine.

I have tried removing the Connect app, re-pairing, soft resetting the watch, deleting the watch from my bluetooth devices on my phone, etc. Nothing seems to work. 

Anyone have any ideas?

Running iOS 13.3 with latest non-beta Fenix software and update Connect app.

  • 0 over 5 years ago

    My Fenix 6 sapphire updated fine to GPS 2.7 yesterday but won’t synch to my GCM on my IPhone ios13.3 today. I can still synch over WiFi and when connected to my computer using Garmin Express Mac.

    This is the reply I received about 30 minutes after contacting international support by email. My email was very polite and factual as is the reply :) 

    “My sincere apologies for the issue you are experiencing. We have not been able to replicate the issue you are specifically describing. However, the Garmin Official Forums and other reports coming in worldwide have been 'new' Fenix 6 series watches that are first time Bluetooth pairing to the Connect Mobile APP and being added to Garmin Express. During the sign-in process with Garmin Connect within Garmin Express, it is ending with a Server Error. I have been able to replicate the issue and before we left for the weekend yesterday, we were able to escalate multiple reports to our engineering and IT teams to look into the issue to get it resolved as quickly as possible. Please note: the issue has been taking place even without the recent GPS 2.70 firmware update which is why I believe the issue is 100% on our back end side.

    What sets your report apart, is you can sync through Garmin Express. The other reports worldwide and in our forums, is a no go in both the Connect APP and Garmin Express. There is the good  possibility if you were to remove your watch from Garmin Express and try to add it again, you may then become 100% part of the issue we are experiencing and see a Server Error. I definitely suggest not trying to find out though.

    Although inconvenient and I am terribly sorry for the issues you are experiencing, I recommend waiting 3-4 more days. I suspect the issue will be resolved either Monday or Tuesday, January 20th-21st. Given the seriousness and severity and the overall impact, our IT and engineering teams will work quickly. Meanwhile, you can try pairing once or twice a day if you want to test it to be aware when the issue is resolved.

    If you are still experiencing the same issue mid-week, you can respond to my email and it will go to your regional support out of London, UK. Our Garmin Product Support team will gladly assist you further.

    Kind regards,Chris

    Product Support”

    Given  that I have two other ways to synch, because I am not away on a an expedition at the moment, I am happy to wait.

    Douglas

  • +1 over 5 years ago in reply to Douglas_W

    I am going to lock this thread. Here is the main master thread with our official response:

    forums.garmin.com/.../my-new-fenix-6-sapphire-wont-connect-to-any-device