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Data disappeared from Vivoactive 4 and Garmin Connect App

Mille_Marie over 4 years ago

The data from my Vivoactive 4 disappeared after an activity.

Steps and GPS gone. Anything I can do to retrieve it? I was doing a 5K run and now only have 700 steps.

0 Garmin-Isabella over 4 years ago

Hello! Is the data still on your watch? Does it show the correct amount of steps?

0 Mille_Marie over 4 years ago in reply to Garmin-Isabella

No. The data is no longer on the watch. It told me I reached my 5000 step goal, but then I was back at 500 steps.

0 ovekvam over 4 years ago in reply to Mille_Marie

I had this happen once on my previous Vivoactive HR. It was caused by plugging the charging cable into the power supply (or PC) first, and then connected the powered cable to the watch. That somehow got the voltage on the wrong pins for a moment, and erased most of the data recorded that day. After that I always plug the cable into the watch first, and it has not happened again. I never managed to recover the lost data.

0 Garmin-Isabella over 4 years ago in reply to Mille_Marie

Mille_Marie said:
No. The data is no longer on the watch. It told me I reached my 5000 step goal, but then I was back at 500 steps.

Did it alert you that you had reached the 5000 step goal during the run? Then afterwards it was back at 500? Looks like there is a gap in your step recording. Unfortunately, if that number is no longer on the watch, we will not be able to recover it.

0 Mille_Marie over 4 years ago in reply to Garmin-Isabella

It informed me when I had completed the run and was back inside. I looked at the 5000 step goal and though it was odd because I should've had more steps after a 5.2km run. The GPS on my run also cut short. But the activity was recorded, but all steps lost.

0 Garmin-Isabella over 4 years ago in reply to Mille_Marie

Mille_Marie said:
It informed me when I had completed the run and was back inside. I looked at the 5000 step goal and though it was odd because I should've had more steps after a 5.2km run. The GPS on my run also cut short. But the activity was recorded, but all steps lost.

Would it be okay if I DM you for some further information?

0 Mille_Marie over 4 years ago in reply to Garmin-Isabella

Yes