Related
This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Forerunner 9.65 software 16.17 freezes intermittently

Walt-Haas
over 1 year ago

Since my 965 updated to 16.17 it has (intermittently, unpredictably) gone into a frozen state where the watch is unresponsive to every button press or screen touch that I have tried.  The first time this happened the watch was  charging and the screen became completely black, but unplugging the charging cable had no effect.  The watch recovered and began responding a few hours later for no obvious reason.

The next time it froze, the screen was displaying my training status.  Again no input had any effect.  Then I connected to the watch from my phone with the Garmin app to check the software release.  I also synced the watch, and suddenly it started responding to input again.

This didn't happen before the update  to 16.17 so it appears to be a new bug.

  • +1 over 1 year ago

    All, 

    We are aware of and investigating reports of the device not properly powering on (the display turns off during start up). As a workaround, please hold down the power button until the "Release for assistance" screen appears. You can cancel the alert, and then the watchface should appear like normal. 

    If you are experiencing something different than I described above, please answer the following: 

    1. May I have permission to reach you via email?

    2. May we have permission to view your Connect account, if necessary?

    3. In which country are you located?

  • 0 over 1 year ago in reply to idgsd1

    I will send you a DM to ask more about the HR measurement.

  • 0 over 1 year ago in reply to Garmin-Sierra

    1. Yes 2. Yes 3. USA
    My screen froze during operation a couple of times, not on startup.

  • 0 over 1 year ago in reply to Garmin-Sierra

    Ug! I'm suddenly having the same problem! Has been perfect up until now. I took it off charging (computer, but didn't need to update anything), I get the blue triangle, then forerunner grey start-up with the running person, then goes dark for 3-5 seconds and back to the blue triangle. Repeat forever Disappointed.

    Have tried a power down then restart (can get it to power down if I hold the button at the right time and keep it held). I can also get the emergency assistance screen (again if I hold at the right time) but it goes dark and restarts before I can do anything. I can see it very briefly connects to my phone. Also plugging it in to power just turns it on and goes through the same loop.

    I'm not sure how it can even be updated. Should I just return it ?

    I REALLY don't want to. It's a beautiful watch, HRM works great, same for GPS, nice buttons etc. And to have to set it up again ... grrr!!

    EDIT: oh, and yes, yes, Australia.

  • 0 over 1 year ago in reply to darrencroton

    try to hold down the power button 30 sec, and then power back on

  • 0 over 1 year ago in reply to MirceaForce

    First thing I tried (soft reset). Unfortunately it seems Garmin took away the ability to hard reset using the buttons alone (used to be hold back while powering on).

    I was hoping the issue was (somehow) related to the server outage that just happened. Maybe a sync corruption issue caused it? Regardless, still no love.

    Maybe time to call Garmin support. But unless there's some magic button combination, looks like I might be sending it back. And with a race in <2 weeks!! Disappointed

  • 0 over 1 year ago in reply to darrencroton

    Garmin-Sierra to the rescue! A key-button-while-powering-up hard reset has gotten me going again. Hopefully it was just a glitch.

  • 0 over 1 year ago in reply to darrencroton

    hard reset ? what did he told you to do ?>

  • 0 over 1 year ago in reply to MirceaForce

    - We ended up needing to reset the device because their device was stuck in a loop. We do not recommend resetting the device unless we work with you one on one, to determine if it is necessary. Is your device freezing?