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Fenix 7 Sapphire Solar - Back button doesn't work

semanser
over 2 years ago

Hello! I have Garmin Fenix 7 Solar Sapphire. The Back button stopped working after a short (<15m) swim in salty water last weekend. There is a number of recent reports of the same issues on this forum which makes me think that it's a mix of hardware and software issues:

- https://forums.garmin.com/outdoor-recreation/outdoor-recreation/f/fenix-7-series/321724/fenix-7-solar-sapphire---stuck-on-boot-and-back-button-not-working
- https://forums.garmin.com/outdoor-recreation/outdoor-recreation/f/fenix-7-series/323634/back-button-light-button-not-working/1570309#1570309
- https://forums.garmin.com/outdoor-recreation/outdoor-recreation/f/fenix-7-series/322610/fenix-7-sapphire-solar-button-issues-mainly-the-back-button
- https://forums.garmin.com/outdoor-recreation/outdoor-recreation/f/fenix-7-series/324973/the-back-button-no-longer-works

Also, there was a report on the Beta Program:
- https://forums.garmin.com/beta-program/fenix-7-series/public-beta-reports/i/public-beta-11-xx/button-not-working

Some other issues that I'm experiencing:
- when restarting the device - it just gets stuck on the Reset screen (the same issue as described here)
- sometimes back button does work after I manage to skip the Reset screen but goes back into some bad state after a couple of minutes
- sometimes back button is triggered on it's own because I can feel the vibration on my wrist (and the watch is just going back to the main screen when I'm training)

I tried to soak and rinse my watch multiple times as it's described in the official Garmin manual but it doesn't help.

I have some technical knowledge so I'm happy provide any debug or logs information if needed. Thanks in advance!

  • 0 over 1 year ago in reply to StephanKistner

    Do you have issues with replacement watch (if used for swimming)?

  • 0 over 1 year ago

    Same identical issue here with a Fenix 7 three time in a row after surfing in the ocean a couple of times. I always rinse it and leave it in fresh water after surfing but that doesn't help. All three watches had the same issue after about 10 days of use. I'm waiting for the 4th one..

  • 0 over 1 year ago

    Same identical issue here with a Fenix 7 standard edition three time in a row, after surfing in the ocean a couple of times. I always rinse it and leave it in fresh water after surfing but that doesn't help. All three watches had the same issue after about 10 days of use. I'm waiting for the 4th one..

  • 0 over 1 year ago in reply to 5804127

    Sea water is definitely the issue. Waiting for Swim 3 now. 

  • 0 11 months ago in reply to Lwanderley

    Dont think it is sea water even though I used for surfing. My first 7X had a spongy top left button and after 3 months started acting erratically and became unusable. Got a replacement and first day second watch bottom right back button never worked without even getting it wet. Same problem as mentioned by other users here, tried reset and gets stuck in the rest loop. Just ordered a replacement Disappointed

  • 0 11 months ago in reply to 6454350

    Oh and back button is not stuck, seems to work as others by just doesnt  respond.

    Garmin surly you can own up and roll out a version to your customers  that has this problem resolved? I feel the third watch may do the same. Garmin how many of the same defective watches are you going to keep replacing?

  • 0 11 months ago in reply to 6454350

    I've owned mine for a couple of years and I run and surf with it regularly. Never had this issue. Then again I do bring it into the shower every night and soap it up.

    I honestly think it's just a cleaning issue (or lack thereof) that people seem to be running into.

    If there are folks like me who can run ultras with theirs and surf with it regularly over 2 years and have zero issues, and you are  three watches in and theyre all experiencing the same issue, then it might very well be that it's something that you are doing (or not doing) that's causing it.

    Try washing it daily. You won't have these issues.

  • 0 11 months ago in reply to 2529455

    Appreciate your response 2529455 and your experience gives me hope I just have been unlucky with a defective batch. 

    My second watch had the defective button before I even put on my wrist, so definitely nothing that I have done wrong. And the first one i rinsed in fresh water after every surf and washed it warm water every week! 

  • +1 11 months ago in reply to 6454350

    I am sorry to hear you are experiencing buttons concerns. For this, there are a few steps we recommend trying initially. 

    • Ensure the watch is on the latest software version using Garmin Express.
    • Try cleaning the buttons with the following steps: 
      1. Submerge the watch in warm/clean water for 10 minutes
      2. Remove the watch from the water
      3. Press the buttons repeatedly
    • If the issue continues, you can also attempted a factory reset with these steps, if possible.

    If this issue continues, it is likely the watch will need to be replaced. For this, we would recommend contacting Garmin Product Support.