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update: no more step tracking, sleep and inconsistent heart rate

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Since the last update, the watch has become unusable: no longer sleep tracking, steps are no longer counted and the heart rate is completely inconsistent
  • 0 in reply to Garmin - KS

    Same issue as stated, FR165 updated to 27.09 last Friday Jan 23 with broken step and heartrate tracking.

  • 0

    I got a response from email support but it seems to be generic and did not help after following the master reset steps below. Please help Garmin.


    We regret to hear that it was failed to monitor the steps and heart rate on your device. 

    In response to trouble shooting, please try the following steps to reset the watch:

    Reminder: Sync all activity data to Garmin Connect before performing a master reset.

    Steps:

    1. Turn off the device.

    2. Turn it back on. When the Garmin logo appears:

    3. Press and hold the two buttons on the right side simultaneously:

    - Start button (top-right)

    - Back/Lap button (bottom-right)

    4. Release the "Start button" (top-right) when you hear the first "Beep" or feel a vibration.

    5. Release the "Back/Lap button" (bottom-right) when you hear the second "Beep" or feel a vibration.

    6. The device will reboot and reset to factory settings. 

    ---

    Re-pair the watch with your smartphone

    1. On your phone, go to Bluetooth settings and forget the watch (if listed).

    2. In Garmin Connect Mobile (GCM), go to "Garmin Devices" and remove the previous pairing record (if any).

    3. Put the watch into pairing mode by selecting "Pair Mobile Device" on the watch.

    4. In the Garmin Connect Mobile app, search for your watch under Garmin Devices.

    5. Follow the app instructions to complete the pairing process.

    ---

    These steps may resolve the issue. If the problem persists, please bring the watch along with the purchase receipt to our Service Centre for further assistance.

  • 0

    I am having a problem with my Garmin Forerunner 165, and this issue affected my performance in a competition this weekend. Garmin, do you have a solution?

  • 0

    For those having this issue, if you go to the system menu on the watch and to 'about' what versions are displayed? Are any 0?

  • 0

    Same issue, Garmin Forerunner 955 Solar, no more hr, steps after the update.

  • 0 in reply to Garmin - KS

    Also having the same issue. No longer sleep tracking, pulse inaccurate on exercise

  • 0

    Hello, i have exactly the same problem

  • 0 in reply to Garmin - KS

    I'm also experiencing problems on my 165 music. 

    Faster battery drain even when off my wrist and not in use (lost 40% battery in one day leaving it on bedside table), no step tracking, HR stays around 73 BPM, no wake screen when raising wrist, frozen screen when trying to save hiking activity 

  • 0

    My GPS tracking on my Forerunner 165 is off by 40% over 10k runs! This has happened repeatedly. I tried a factory reset but this didn't help... apparently the update software wipes the factory installed software. Any suggestions?

  • 0

    WHR have stopped working since last the update 27.09 no more steps, sleep tracking. Completely useless "premium" watches, my Garmin Forerunner 955 Solar. Someone's say it 's hardware related issue, but when hardware stops working right after update it means software related issue, Garmin should fix it!