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3-day old watch doesn't record any info, doesn't vibrate, not working

1989011
over 3 years ago

Got a Venu 2S for Christmas. Set it up for 2 days later. Worked for one day--during that one day I LOVED it. And then, suddenly, zip--stopped recording steps, heartbeat, O2, respiration, everything. Clock works but that's basically it: ZERO data. Doesn't vibrate anymore either. I reset to factory settings, deleted app, started from scratch. Still nothing. Basically sensors stopped working after just 3 days. It syncs with app but is recording ZERO data. Can I get a replacement (I have receipt) or should I just return and share my awful experience on social media? Really, really frustrating experience. LOVED the watch for the 10 seconds it worked--but just so frustrated to have spent HOURS trying to get something to work that clearly doesn't.

  • 0 over 3 years ago

    Chances are you've gotten a FW update since you got the watch.  Try a simple reboot.

    Press and hold the upper button until the watch turns itself off, then turn it back on by pressing that button again.

  • 0 over 3 years ago in reply to jim_m_58

    As I noted in the original post--I TRIED a reboot, multiple times. It's still not working. So that's not the issue. I think the sensors doen't work. Anything connected to the sensor is not working (vibrating, ANY kind of data recording) but weather and clock are working. 

  • 0 over 3 years ago in reply to 1989011

    Factory reset is different than a reboot.  With that, you need to re-pair your phone and set up other things, where with a reboot, you don't.

    Sounds like you may need to contact Garmin Support.

  • 0 over 3 years ago

    I agree to give it a re-start/re-boot by holding down the A button until it shuts off.  And double check it wasn’t accidentally turned off under settings “wrist heart rate”.  It should be set to auto.  

    If neither of those works then I’d say exchange it and/or contact support.garmin.com and start a chat with them.

  • 0 over 3 years ago in reply to CindiL

    I've already done all those things. Does not help. It is still not working.

  • 0 over 3 years ago in reply to 1989011

    Return your watch to seller or to service.

  • 0 over 3 years ago

    I am sorry to hear of the trouble that you're having with your new watch.  If you have already tried a hard reset and a restore to defaults, I'd encourage you to reach out to your local Garmin Product Support team.  To do this, type "support.garmin.com" in your address bar and use the Garmin Support Center to research your issue.  Once you get far enough in the search, you will see (at the bottom of the page) some contact options, which may include Call, Chat, and Email.

    To perform a hard reset, press and hold the power button on your watch.  Ignore the "Power Off" question and the assistance alert (if applicable) on your watch, just continue holding the power button pressed down until the screen goes blank.  Once this occurs, you may release the button.  Allow the watch to sit powered off for a few seconds, then you may power it back on by pressing and releasing the power button.