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The sensor isn’t active to track heart rate activity and step count

4773129

My watch is set to auto-update, and I’ve noticed several firmware updates rolled out over the past three weeks. Prior to these updates, the watch was performing reliably. Since then, multiple instruments and features are no longer functioning as expected. This has been frustrating, especially since the issues appeared only after the recent updates. I’d appreciate support in resolving this and helping restore the watch to its previous level of performance.

The main issue: 

My watch sensor is no longer working to track heart rate and steps. 

To confirm this I went to: Menu → System → About

Scrolled and looked for – WHR version / Sensor Hub / BMX

I see: 0.00.00(!) and blank values 




I've connected my watch to my computer to Garmin Express to identify other updates.
I have one last update (1min) that doesn't 


Actionable next steps that would be helpful:

  • Confirm whether these issues are known or related to the recent firmware releases
  • Provide troubleshooting steps or a recommended fix
  • Advise if rolling back to a previous firmware version is possible
  • Share a timeline for a patch or update if this is a software bug

Thank you for looking into this—I rely on this device regularly and would appreciate guidance on how to get everything working properly again

  • 0

    Can you provide additional information about what is not functioning properly since the last software update from November 12th? 

  • 0 in reply to Garmin - SP

    The sensor isn’t active to track heart rate activity and step count.    I've updated the original post with photos and additional context to sensor.

  • 0

    I'm also using the 955 Non-Solar model, and I'm experiencing the exact same symptoms. When updating in cold temperatures, it works momentarily but soon after, the heart rate and gesture functions stop working again. Since I live in South Korea, I took it to a service center, but they said the warranty has expired, so they can only replace it for a fee. I'll leave a post about this issue on the blog and switch to a different brand's product.

  • 0 in reply to 4836779
    4836779 said:
    When updating in cold temperatures, it works momentarily but soon after, the heart rate and gesture functions stop working again

    What is the BMX version when it works temporarily and what is the version when it stopped working again?

    Did you try the "fridge update method"? See: heart-rate-monitor-no-longer-works-after-an-update-bmx-0-0-0

    I read somewhere that this problem is due to a memory chip overheating, but can't find the source of this information. Maybe the fridge method helps retaining the BMX update permanently.

  • 0

    Welcome to the club :) Have had the same problem since 23.20 update

  • 0 in reply to Bit

    I tried the fridge method and it only works for up to few hours, then it's back to not working.

  • 0 in reply to Bit

    When I perform the “fridge update method,” the BMX (!) or Host (*) indicator disappears and the versions display normally.

    The BMX version works correctly as 20.6.2 at first, but after wearing the watch for about 30 minutes to 1 hour, both the heart-rate sensor and the gesture sensor stop working. When I connect the watch to Garmin Express, it runs a roughly one-minute update at normal room temperature, and then the ! or * symbol appears again.

    I suspect this started after a recent update. In my case, the issue began around November 10, 2025.

    I requested a repair through Garmin Korea, and I received an email and text message about paid service without any clear explanation of the cause of failure. After calling, I was told that the issue could not be resolved through software and that it was likely a sensor hardware failure. I was advised to pay a $160 repair fee, but I declined because even if the unit were replaced, the warranty would only last 90 days.

    I chose Garmin because I trusted the brand based on my aviation experience, but considering the device’s durability and the software issues, I now believe my choice was a mistake.

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