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Garmin How-To - "Beta Team Report" or Support

socorsu
over 2 years ago

Hi,

I found an interesting file under the new Forerunner 55 Beta, which mention a clear process and the useful information for Garmin Beta Team when feedback is necessary.

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DOCX and TXT files (futur update on GDrive) : bit.ly/3L3bONb

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Direct file here, without any futur update

Feedback Reporting Form.docx

Feedback Reporting Form.txt 
Form for Reporting Feedback

Please complete this form and attach it in an email to:
-	Fenix / Epix / Enduro / Instinct / Marq / Descent ---> [email protected]
-	Forerunner ---> [email protected]


1. Title of Case (Subject Line): Best Condensed Explanation (Title) of Error, Feature or Question

2. Include device name (Forerunner 55) and version number (i.e. 5.06).

3. Computer/Phone: Type of computer you are using if it is a Garmin Connect or Garmin Express issue. Type of phone you are using including the phone OS version (i.e. iOS 15.0 or Android 12.0)

4. Category: Bug (Error), Improvement, or Inquiry (Question)

5. Description: Type the best description of what you�re reporting or requesting. Include as much information as possible about the issue.
1. What is the date of the crash?
2. What is the current behavior and what is the expected behavior?
3. Can you reproduce the behavior? If so, please list the steps.
4. Did your device freeze or shutdown? If so, are there any error reports you can provide?
5. Were you using any accessories? If so, which ones?
6. GPS on or off?
7. Were you running a workout? If so, please attach your workout and activity file.
8. Were you recording an activity (i.e. was the timer running)? If so, please attach your activity file.
9. What page were you on when you encountered the issue?
10. Photos of the watch screen showing the issue are always helpful!
11. The better the description the faster we will be able to track it down and fix it OR the faster we may be able to add it/change it.

6. Attach a file(s):
* If you get a photo of the issue, please attach to the e-mail.
* If you have issues with a workout or activity recording, please be sure to attach the activity file plus the workout file as well. This will be located in the GARMIN/ACTIVITY or GARMIN/WORKOUTS folder.
* If you have a shutdown on your device, we will want to have the error log associated with the shutdown. Error logs are stored on the watch at GARMIN/Debug/ERR_LOG.TXT.

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BUG Report - From the Beta WiKi

Bye

  • 0 over 2 years ago

    Garmin also provide an article: forums.garmin.com/.../what-to-do-after-a-freeze-or-crash

    What to do after a freeze or crash

    Note: The instructions in this FAQ only apply to Public Alpha and Public Beta software.  If your device is on production software, visit support.garmin.com for help with your device.

    If you experience a crash or a freeze while using a device running Public Alpha or Public Beta software see the below sections for specific information you can collect that may help resolve the issue you experienced.

    Crash

    In the event of a device crash, device reboots unexpectedly, an event files is automatically created on the device.  These files are RAM.txt, err_log.txt, or err_log.bak file located in the Garmin/Debug folder.  To access this folder select a section below

    Garmin Watches That Can Store Music

    Windows

    1. Connect your watch to the computer.

    2. Press the Windows key + E on the keyboard to open Windows/File Explorer.

    3. Select This PC (Windows 10 only).

    4. Open the Garmin drive listed.1

    5. Double-click on Primary.

    6. Double-click on Garmin folder

    7. Double-click on Debug

    8. Copy any RAM.txt and/or err_log files to your desktop

    1 If your device is not detected by the computer as a drive, it may be necessary to install Garmin Express.

    Mac

    Garmin music watches do not appear as storage drives on Mac computers. As a workaround, the Garmin folder for a music watch can be accessed on a Mac computer when using the third-party program Android File Transfer (AFT). You can follow these instructions to send us your Garmin folder:

      1. Download and install Android File Transfer to your Mac computer.

        NOTE: Android File Transfer is a third-party tool and Garmin does not develop, support, or host the download for Android File Transfer. Success using the tool is not guaranteed.

      2. Connect your Garmin music watch to your Mac computer with the USB cable.

      3. Close Garmin Express. If Garmin Express is open, Android File Transfer may not detect your device.

        • From the menu bar on your Mac (top of the screen), select Garmin Express > Quit Garmin Express.

      4. Open Android File Transfer.

      5. Once your Garmin device is detected, a new window will appear. 

      6. Open the Garmin Folder

      7. Open the Debug folder

      8. Copy any RAM.txt and/or err_log files to your desktop

    Garmin Watches That Cannot Store Music

    Windows

    1. Connect your watch to the computer.

    2. Press the Windows key + E on the keyboard to open Windows Explorer/File Explorer.

    3. Select This PC (Windows 10 only).

    4. Open the Garmin drive listed.1

    5. Double-click on Garmin folder

    6. Double-click on Debug

    7. Copy any RAM. text and/or err_log files to your desktop

    1 If your device is not detected by the computer as a drive, it may be necessary to install Garmin Express.

    Mac

    Note: Mac computers do not recognize music playing watches as storage drives, therefore the Garmin folder on the watch is not accessible. If you only own a Mac computer, see the Mac instructions in the Garmin Watches that Can Store Music section. 

    1. Connect your watch to the computer.

    2. Open Finder.

    3. Select Go in the menu bar at the top of the screen.

    4. Select Computer.

    5. Open the Garmin drive.1

    6. Open the Garmin folder

    7. Open the Debug folder

    8. Copy any RAM.txt and/or err_log files to your desktop

    1 If your device is not detected by the computer as a drive, it may be necessary to install Garmin Express.

    Once you have located the files in the Debug folder visit the Beta Program forum for your device and do the following:

    1. Access Bug Report section for the corresponding software
    2. Search to see if an existing bug has been reported and add your information to the thread
    3. Upload the RAM.txt, err_log.txt or err_log.bak and Activity files (if applicable) to support.garmin.com/upload
    4. If not, create a new bug report and include: 
      • Software version on the device
      • Summary of what you were doing at the time of the crash
      • Upload the RAM.txt, err_log.txt or err_log.bak and Activity files (if applicable) to support.garmin.com/upload

    Freeze

    If your device freezes you can try to force the watch to crash.  This should reboot the watch and get it out of the frozen state and provide RAM.txt and err_log files to investigate the cause of the freeze.  To force a crash, alternate pressing the power followed by the back button until the watch reboots.  You can then follow the above 'Crash' instructions to locate the files and create a bug report on the forums.  

    If your device does not responded after trying to force a crash, press and hold the power button until the device powers off.  This will get the device out of the frozen state but will not create any files on the device that can be used to investigate the issue.