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Missing Heart rate Data

Dan
over 3 years ago

My Fenix 6 Solar and Garmin Connect app are not showing any Heart rate data since December 9th,

The Heart rate on the device seems to be working as the lights are flashing green as usual and on a night time its still taking my O2 saturation levels and syncing without an issue,

I've tried Restarting both the Phone and the watch. Other data seems to be syncing perfectly fine

Latest Version of the App installed via Google Play Store

Pixel 6 Pro

Software Version 20.0

  • 0 over 3 years ago

    Hi Dan,

    I am having the same problem with my Forerunner 735XT. It records the activity heartrate data but no daily heartrate etc. There was a server outage last week and apparently they are aware of the issue as per:

    My Health and Wellness Data is missing from the Garmin Connect App

    https://support.garmin.com/en-GB/?faq=RCXLjXaoJd9cfAtNEIVzT9

    Unfortunately, no instructions for iOS and these did not work for the iPhone. I updated Connect and did remove the device and re-install it etc. but nothing. I'll consider trying a hardline connection through Express, maybe, but the last time I did a hardline connection to Express it created a firmware malfunction and GARMIN SA replaced the device - so a bit hesitant. These tend to resolve itself after a month and the watch does record the data that time, I think, before it starts overwriting. 

    YMMV...

    Kind regards,

    Jakob

  • 0 over 3 years ago in reply to 7558287

    Hi Dan,

    I am having the same problem with my Forerunner 735XT. It records the activity heartrate data but no daily heartrate etc. There was a server outage last week and apparently they are aware of the issue as per:

    My Health and Wellness Data is missing from the Garmin Connect App

    https://support.garmin.com/en-GB/?faq=RCXLjXaoJd9cfAtNEIVzT9

    Unfortunately, no instructions for iOS and these did not work for the iPhone. I updated Connect and did remove the device and re-install it etc. but nothing. I'll consider trying a hardline connection through Express, maybe, but the last time I did a hardline connection to Express it created a firmware malfunction and GARMIN SA replaced the device - so a bit hesitant. These tend to resolve itself after a month and the watch does record the data that time, I think, before it starts overwriting. 

    YMMV...

    UPDATE: Well, I decided to bite the bullet and hardline it to Express...It is clearly a CONNECT issue, as Express cannot sync to Connect and I tried a few times, as per:

    I guess we wait for GARMIN to address the matter sometime in the future ....Expressionless 

    Kind regards,

    Jakob

  • 0 10 months ago

    I have the exact same issue with my fenix 6 pro. In the activities is recording the heart rate. The green light is working normal, and I can see my instant heart rate on the wathc. Is just that it stopped sending that data to the server and app. Any solution to this??

  • 0 10 months ago in reply to 2854623

    I'm having the same issue, and I have a Fenix 6 pro as well. 

  • 0 10 months ago in reply to 1792981

    Same issue since the Garmin servers went down on Saturday. Activities aren't syncing for me either.

  • +1 10 months ago in reply to 6Jimmy

    Hello, I am sorry to hear the data is not syncing to the Connect account. For this, there are a few things I would recommend trying. 

    • Ensure the watch is only associated with one Connect account. Having your device registered to multiple accounts can cause the data to get lost during sync. 
    • To ensure there is not a corrupted file on the watch effecting the sync, try syncing the watch with Garmin Express on a computer. https://www.garmin.com/en-US/software/express/windows/
    • If the data is also not syncing with Express, you will want to remove the potentially corrupted files from the watch. This would include Activities, Courses, Workouts, Locations, Remoted SW and New Files. 
      1. Connect the with a computer
      2. Open the watch drive
      3. Open the Garmin folder
      4. Locate and delete the contents of the above files
      5. Disconnect the watch from the computer and powercycle
      6. Try recording a new activity, and try syncing with Express again

    If the watch is syncing with Express, you can use the following steps to refresh the pairing with the phone. 

    1. Ensure the phone OS is up to date
    2. Uninstall the Connect Mobile app
    3. Clear the phone cache and history
    4. Ensure the watch does not appear in the phone's Bluetooth menu. If it is, please remove the device
    5. Powercycle the watch and phone. To do this, hold the Light button until this shuts off. Then power on again
    6. Reinstall the Connect Mobile app
    7. Try the pairing again ( Be sure there are no other Bluetooth enabled device nearby)
  • 0 10 months ago in reply to Garmin-Laurie

    Thanks for your response,

    I connected my watch to my PC and synced the watch using Garmin Express, and the missing activities appeared on Connect. Since then, the heart rate timeline has started working again.

    So, I am not sure what the issue was, but thanks for sending through a comprehensive list of things to try Slight smile

  • 0 8 months ago in reply to Garmin-Laurie

    Hello, 

    I have a similar sync error and assume that the first bullet point you mention is the cause - I got the watch back from a colleague I lent it to so they could try it out. 

    What are the steps to making sure the watch goes back to being on my side only?