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Boot loop after full reset

ASilva
over 4 years ago

Hi.

Despite having a case already submitted to Garmin support, I am curious if anyone have had this before and if this is a "dead sentence" as I suspect it is.

After performing a full reset through the system menu (clear data + restore default) the watch entered a loop state with the garmin triangle logo on the screen.

I left it for a few hours, without any change. Tried to shut it down by pressing the power button for 15+ seconds, after which I powered up again just to go back to the same loop state.

I tried connecting it via USB to Garmin Express but apparently it only gets detected if I keep pressing the back button, after which it shows a "VIVOACTIVE 4 V03.40" without serial number or unit id (it seems like a service mode or something) but it says it can't connect to servers and suggest contacting customer care.

The watch was on version 5.10 after a downgrade from 5.21BETA which was causing some battery consumption issues. It had been working fine for a week or so since, before I have had some issues with CIQ apps and decided to do a full reset (bad call...).

I also did what I think is a "secondary master reset", holding both buttons, waiting for first vibration, releasing power button, waiting for second vibration, then releasing back button. No good, still on boot loop for endless hours.

Is there any way to force a firmware flash on this situation? I tried webupdater but it says there is no firmware available...
I just can't figure what went wrong and how come there is no way to revive the watch without sending it back to service center.

Any suggestion will be highly appreciated. Thanks.

  • 0 over 4 years ago

    Hello! I apologize you are experiencing this. I assume your watch is completely unusable correct? Could you tell me if Garmin support has resolved this for you or are they getting back to you?

  • 0 over 4 years ago in reply to Garmin-AmberD

    I can turn it on and off, see the triangle logo looping and that's pretty much it.

    My hope was that someone could point me in the direction of trying a firmware flash and avoid the hassle of a possible repair/exchange.

    I contacted Garmin UK support today which in turn forwarded the case to Garmin Spain. I'm waiting for additional feedback.

  • +1 over 4 years ago in reply to ASilva

    OK, I see this unfortunately ending in an exchange.  I apologize for that. I just wanted to make sure you were taken care of. Feel free to tag me if you do not hear from Spain Support. 

  • 0 over 4 years ago in reply to Garmin-AmberD

    Hi.

    Despite being able to force a firmware flash with webupdater, the watch never came back to life, which seems to confirm there was a hardware issue (!)

    Fortunately Garmin UK and Iberia support were very helpful and the watch was finally replaced.

    Hopefully Garmin will work on the many bugs that plague this otherwise great device.

    Thank you!