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My new Fenix 6 Sapphire wont connect to any device

Former Member
Former Member over 5 years ago

Hi!
Got my new Fenix 6 sapphire today but it wont connect to my phone or computer, also tested my girlfriends Iphone but no luck there either.
On my phone its starts to connecting with Garmin connect and I enter the 6-digit code but shortly after it fails.
I plugged it to my computer and though I maybe need to update the firmware but there is says the it cant connect to the servers.
I have restarted both my phone and garmin, factory reset my fenix, cleared cache on my samsung s10e and everything I found on Internet, it wont work.
Hope anyone can understand this English and could help.

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

    Thanks folks! Finger crossed here

  • Former Member
    0 Former Member over 5 years ago

    Maybe someone is working on it, I tried to sync my old vivosmart HR and needed to do it twice...

    Time to consider Suunto...

  • Former Member
    0 Former Member over 5 years ago

    Same issue here, returned to the shop one 6 sapphire in the morning and got a brand new one in the afternoon and faced the same problem. 

  • 0 over 5 years ago in reply to Former Member

    Communication is great.

    I had a customer support chat with Chris on Friday around 6pm CET, so somewhere before noon on the West coast. We adressed the problem for quite some time. Conclusion back then was a problem with the watch itself and recommendation to replace.

    I seem to have been among the first to encounter the issue.

    A good 7 hours later a got a personal email from him explaining how it had developed and that the watch itself is not the issue.

    That was REALLY great.

    And yes, as all other here, I'm disappointed not to be able to use my watch as I intended to do, but I have never seen such customer support before.

  • Former Member
    0 Former Member over 5 years ago

    I wasted two hours including resetting my watch completely and lost all data. I don't understand why there is no proactive communication to their customers - Communication is NOT GREAT!!
    I got my watch two days ago and it worked fine - now these huge problems and I found this information after hours.
    I am really dissappointed - but lets hope they get it sorted - at least

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

    Let's hear it for Chris - I too received an email from him which he sent despite being at home apparently... That said, what is everyone at Garmin doing?  This seems to be a big issue with one of their premium watches - nobody knows if anyone is actually working on a solution - if they are then maybe they should publish some sort of update.

    Perhaps they should also state on the their product support site that they are aware of an issue pairing Sapphire Pros with both Connect and Express - this would hopefully people wasting loads of time thinking the problem lies with their watches, doing full hard resets, getting frustrated and considering buying something else to resolve matters.

    People shouldn't have to search through user forums to find 'answers' and peace of mind to what are known issues with Garmin servers.

    Not good enough (but Chris is clearly conscientious and should be commended)

  • 0 over 5 years ago in reply to Former Member

    From the outside you do not know who has the issue.

    If you inform those who do not have the issue you make the world go crazy.

    Only point of real improvement in my eyes is the error message in the app and - as an idea - automatic reporting about the failure. Based on that some automatic information could go out.

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

    If Chris garmin is Chris Shuggs then garmin isnt organized well... 

    This update should have been intercepted by testing procedures! Ive seen so many software issues go wrong with my fenix3 firmware, 4 updates a week!

    Developers should not do support!

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

    And why in heaven's name did they have to screw the connector pins in the Ti bracelet so tight without using some form of lubrification?

    I'm in agony to unscrew them... I might as well order a new one from Ali...

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

    Maybe that explains the connection problems we all have ;-)