Display, screen-off issues still unacknowledged

Hi, after describing my issues in full detail and awaiting feedback from garmin to no avail, let me try this again:

@Garmin

For reference:

https://forums.garmin.com/sports-fitness/healthandwellness/f/vivoactive-6-series/408908/ambient-sensor-control

https://forums.garmin.com/sports-fitness/healthandwellness/f/vivoactive-6-series/414266/vivoactive-6---constantly-rebooting-and-sync-problems/1953892#1953892

The latest update 12.70 does not mention any bugfixes related to the "display not working sporadically" at all. It's also not installed automatically, nor is it available by manually searching in the Garmin app or on the watch itself ("no updates available").

Please acknowledge there is an issue and provide an ETA for the fix.

Others have returned their 'apparently faulty' watches, I still hope for the better. Please don't let us down. How should we proceed?

Thanks in advance

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0 5356903 3 months ago

The update has been downloaded in the background and was applied today.

However only minutes after installing it, the screen turned off again. This time the watch was responding to long-press events by vibrating (as suggested by Garmin-Tracy, see other threads linked above), but the screen remained black for another minute, before returning to an operational state.

As much as I like this watch, of course I need it to always and reliably display the current time.

0 5356903 3 months ago

Recently the period increased while the frequency remains the same:

I observe total blackout of the display 3-4 times per day. The watch remains responsive to key presses by vibration, but no display at all. Previously with a maximum of a few seconds (3-4, usually ~1,5) now the minimum duration is like 10 seconds, but usually 20-30 seconds.

Looking forward to any feedback from Garmin gerading this issue (software bug or fauly hardware?).

0 Garmin-Tracy 3 months ago

I apologize for this disruption. Please contact Garmin Support in your region. It is possible that your device will need to be exchanged, and exchanges cannot be initiated via the Forums

0 9698084 29 days ago

Just for the record, I bought my Vivoactive 6 just recently and this has happened to me multiple times already so it's not looking good.

0 5356903 16 days ago

Just a quick follow up on this topic. After back and forth with the official support team over the course of several weeks and a couple of firmware updates later, I've come to the conclusion that Garmin is not interested (or incapable of) fixing this issue. It only happens sporadically and it seems impossible to reproduce intentionally. However it should be manageable to eliminate the lowest "0%=off" display brightness and ensuring it's always active when configured accordingly. They offered no hardware exchange so it seems like they suspect a software bug themselves (there was no official statement).

If you require a watch to reliably display the current time in every situation, this product is not for you unfortunately. I'm satisfied with every aspect otherwise, but missing this basic capability is really underwhelming.

Really appreciating your feedback and potential workarounds to fix it permanently.

0 9698084 15 days ago

I also bought my Vivoactive 2 months ago and experience this a few times already which is scary. The screen doesn't wake up even though the buttons are giving haptic feedback. Because it's so new I'll be returning this to Costco and getting a new one in hopes that the next one is better.