Related
This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

[Bug] Sleep won't sync to Connect but shows on watch, 24+ hour sleep duration bug

automode
over 2 years ago

My Venu 2 has always tracked sleep normally, except for the past few weeks where it suddenly started to record 24+ hour sleep sessions. Garmin Connect would show a single sleep session lasting 50 hours or 80 hours.



I performed a master reset on the watch (both buttons held down, release top button after vibrate, release bottom botton after 2nd vibrate) and started using it again. Now, I have a normal sleep duration and corresponding insights generated on the watch, but they don't sync to Garmin Connect - web or mobile app.

I have:
* Software Version 12.13
* Sleep glance enabled and visible
* All-day pulse ox enabled
* Watch synced via Wi-Fi
* Watch synced via Garmin Connect on Android
* Watch synced via Garmin Express on Windows

  • 0 over 2 years ago

    Hello

    Thank you for your participation in this forum thread.  So that I may assist you further, please reply with the following:

    1. Do we have permission to email you?
    2. Do we have permission to view/access your Garmin Connect account?
    3. In what country do you live?
  • 0 over 2 years ago in reply to Garmin-Inder

    Sure, you can email me and access my Garmin Connect account. My locale should be visible there.

    An update: after communicating with Garmin Support via e-mail, I was told to reset the watch, remove it from Connect, and unpair it from my phone. Then, pair it again and try it out. I repeated this process twice. Unfortunately, the issue still persists.

    Most recently, yesterday's sleep session showed up in the Glance in the watch, but did not sync to Garmin Connect until today. It's assigned to one day in the future (today) as opposed to the day it occurred (yesterday.)

  • 0 over 2 years ago

    Update 3: Still no word from anyone from Garmin. And yes, the watch continues to do the same thing. The Sleep Glance shows "Sleeping." even when I'm awake.

  • 0 over 2 years ago

    I have this issue as well but a little different.

    When I try and sync my watch to my phone (Windows Duo 2 phone) it will sync all the info except sleep hours and score, I have to sync 2-3 times before it will sync to the phone, it never did this before the 12.13 update.

  • 0 over 2 years ago

    Hello,

    I purchased my Venu 2S 3 weeks ago and everything was going well.

    But some days later I had the same problem (no more sync of sleep info with my phone).

    I contacted Garmin Support and got a procedure with SW Update (from PC)...

    And it works again.

    I didn't realised that it was linked with the upgrade of the watch SW but it matched in timing...

    Hope it helps...

  • 0 over 2 years ago in reply to Computer Guardian

    Please review My Sleep Statistics Are Not Displaying in Garmin Connect. If these steps don't help. Please reach out to your local Garmin support team.

  • 0 over 2 years ago in reply to Garmin-Inder

    No disrespect, but your guideline/steps are useless, this is more for a person who just got there watch, not for the person who has had it for over a year with no issues and since the new firmware update to 12.13 is when this has surfaced. Have garmin focus on a update firmware fix. There is another bug in the firmware which I will not bring up in this thread as not to hijack the thread, but is just as important. Short version the real time HR during non-active mode.

  • +1 over 2 years ago

    Update: Garmin Support e-mailed me back with a list of steps to follow that I explicitly told them I already followed. They then told me to call a support number for help over the phone. Useless.

    I managed to fix this problem by making sure that the device was associated with one single account. I had to log into a family member's account in a web browser and remove the device from Devices and Sync Status > Gear icon on the top-right > Remove.

    Just to make sure, I removed it from my own account as well, reset the watch, and removed pairing information from my phone's Bluetooth menu. The watch then paired and recorded sleep correctly.