Fenix 7 deleted from Garmin databases

BTW, I have already seen numerous issues with similar error messages ("Server unavailable") posted in the past here on the forum. Often they are caused by the security service of CloudFlare blocking your access to one of the many subdomains Garmin Express needs to access. It may be because some suspicious activity was logged by CloudFlare from your IP address, or from the subnet, but there may be also other reasons.

I recommend trying an alternative Internet connection, disabling VPN, proxies, and anonymizers if you use any, and trying again. If it does not help, try it from a completely different location with another computer - it should confirm minimally that there is no issue with the watch, but rather a problem on your network, router, or on the computer.

Hi Trux,

You took your time to write a long answer but did not read the topic. As per Garmin Support, the watch with the Unit ID displayed by Garmin Express and with the serial number engraved on the watch itself does not exist in their database.

They checked it with me on the phone, so no CloudFlare, no VPN, no firewall and no anonymizer was between me and Garmin. The answer was loud and clear: this watch is not in our database.

On the "Garmin fun" side, where your answer sits too, they asked me to remember if there was a sw upgrade in that period. Ok, I do not remember since there are already 2 months since the watch is not syncing but any sw upgrade will leave unchanged the serial number hard-engraved on the watch, serial number which now Garmin does not find in the database in order to validate the connection with my device.

Thanks for your "support"

If you can see it, why is the user getting the info that it is not in the database? And if it's there why exchange it?

That's Garmin fun. 

Official answers are "we are investigating" and "we cannot see this watch in our database",

Garmin forum answers are "we are seeing it" + "You should not have an issue warranty exchanging your watch".

Of course, the difference is that the forum is a public place, the customer reality is that there no green light from Garmin for a replacement. 

Raduceanu said:

You took your time to write a long answer but did not read the topic. As per Garmin Support, the watch with the Unit ID displayed by Garmin Express and with the serial number engraved on the watch itself does not exist in their database.

Yes, I did read your post, and I understood. However, Chris from Garmin, verified your S/N in their database, and confirmed that the S/N is in the database, from which it is clear that the Support person claiming it is not, mistook and gave you false information, and that the problem must be elsewhere. Therefor my suggestion to try with a different network connection.

Already done, on 2 computers, different networks, firewalls and AVs on and off -> same result.

Also on Garmin connect app, deleted and reinstalled on Android, then on IOS, wifi connected or via mobile data, both refuse to end successfully the pairing process with the watch. I did reset the watch, first time keeping the data, then erasing the data, nothing works.

This is what support said:

"Indeed the serial number and unit ID are not recognized by our systems, but we will find the best solution for you.

I understand from your email. and from the screenshot that the fenix 7 watch was connected with the Garmin Connect application.

In order to proceed to the next step of the investigation, we will need the Garmin Express and Garmin Connect logs, the steps are below:

"

I had. a similar experience, Garmin thought my serial number on a refurbished Fenix 6x Sapphire, was a Fenix 6 pro.... And I'd changed the case myself...as you can imagine I was completely frustrated. 

Anyway it took them over a month to realise their mistake with the watches serial numbers, and sent me a brand new Fenix 7x solor Sapphire titanium as a good will gesture for free. 

To clarify to give you as many details as possible:

When I run your watch Unit ID number, which is what is seen in your Garmin Express picture, your watch pulls up in our database.

When I run your watch serial number that is tied to your Unit ID number - your watch does NOT pull up in the same database.

It is for this reason, your watch will not be properly recognized by Garmin Express, it won't receive software updates, etc.

Your watch will need to be warranty exchanged or returned for refund back to the vendor.

I am sorry you had to deal with issue. It can happen when a new watch is built and initially entered into the system but it is very, very rare.