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Edge Remote - Status of fix for connection issue

Mark2657
over 7 years ago
Garmin,

What is the status of the Edge Remote fix. Currently, the remote only works well when there is no connection to a phone.

The issue was first highlighted in Sept 2017 - https://forums.garmin.com/forum/into...16-edge-remote - but the fault was probably there from the beginning of 1030 production.

There has been very little information to address the issue from Garmin. The only responses on the forum were from Shawn-Garmin:

11-14-2017, 02:09 PM - Apologies for not reaching out to this thread sooner. We have reported the concerns you have mentioned here with the remote not staying connected and are researching the issue.

11-26-2017, 05:56 PM - There is an open ticket to investigate issues with the Edge remote not staying connected. Sorry for the frustration.

03-02-2018, 07:03 PM - We want to acknowledge to our Edge 1030 customers that we are actively working to address the issues being experienced when using the Edge Remote. We have narrowed down the problem as an issue with concurrent wireless transmissions impacting the communication between the Edge 1030 and the Edge Remote. The team is working on a solution to resolve the issue with the remote as well as not impact communication with other wireless components. We understand your frustrations. I will update this thread once the issue is resolved and have information about providing a SW update to our customers impacted by this issue.

04-06-2018, 10:15 PM - Thanks for reaching out Teriemer. We are still investigating the issue. We will get it sorted out. Once we have a fix, I will post it here.

04-13-2018, 05:31 PM - Thanks for the udpate. We are working on a solution and apologize for the delay.

04-24-2018, 07:02 PM - We are still investigating the remote issue. @das1e and lopoga I will reach out to you via PM and help get things sorted out for you.

05-01-2018, 09:14 PM - We have been able to tweak previous versions of the software and help improve the connectivity in some use cases. In other cases, we fell short due to our inability to reproduce the issue in house. However, this continued discussion and feedback have helped us in narrowing down the root cause and now requires us to work with our various suppliers to assist in developing a solution. If you could please post the following information to this thread, this will help further define our search for a viable solution.
1. Phone and OS version
2. what other devices are connected to and/or paired to the phone (including non-Garmin devices)
3. settings.fit file and activity files

05-22-2018, 11:37 PM - We are continuing to work on remote issues.

06-15-2018, 09:40 PM - I can say we are still investigating the issue and working towards a solution. Sorry for the delay in response here.

07-05-2018, 09:34 PM- I can confirm what Alan has stated above. We have recently had a few occasions where we were able to capture the issue in house. It has been very elusive to reproduce. We continue to work on a solution to the problem. I apologize it seems that we are not interested in the issue but we are indeed working on a fix.

09-20-2018, 04:47 PM - We do continue to work on getting this issue resolved. We do not feel like disconnecting the phone is an acceptable solution. Our full intent is to fix this issue. I apologize for the frustration.

It has been 1 year that Garmin have been working on getting the Edge Remote to work with the 1030. It would be greatly appreciated if we could have an update on what the current issues are and when we can expect the remote to work once again.

Please don't put the Edge Remote issue to the bottom of your to do list. It is an important feature for a lot of users.

********

The following table is a summary of user issues contained in this thread. Most users experience intermittent issues with their Edge Remote. One user did not have any issues at all. [TABLE="align: center, border: 1, cellpadding: 3, width: 900, height: 135"]
[TR]
[TD]USER[/TD]
[TD]REMOTE WORKING[/TD]
[TD]WiFi ENABLED[/TD]
[TD]BLE CONNECTED[/TD]
[TD]PHONE[/TD]
[TD]1030 FIRMWARE[/TD]
[TD]SENSORS[/TD]
[/TR]
[TR]
[TD]ztbishop[/TD]
[TD]INTERMITTENT[/TD]
[TD]??[/TD]
[TD]YES[/TD]
[TD]Android OS ???[/TD]
[TD]??[/TD]
[TD]Garmin Speed ANT+, Stages Power ANT+, Wahoo Tickr ANT+, Edge Remote ANT+[/TD]
[/TR]
[TR]
[TD]mcineer1[/TD]
[TD]INTERMITTENT[/TD]
[TD]NO[/TD]
[TD]YES[/TD]
[TD]iPhoneX iOS 11.3.1[/TD]
[TD]5.00[/TD]
[TD]Wahoo HR ANT+, Stages 2 ANT+, Garmin Hub Speed ANT+, Edge Remote ANT+, tried with 2 different remotes.[/TD]
[/TR]
[TR]
[TD]lopoga[/TD]
[TD]INTERMITTENT[/TD]
[TD]YES[/TD]
[TD]YES[/TD]
[TD]Huawei P20 Android 8[/TD]
[TD]5.00[/TD]
[TD]Garmin Speed ANT+, Garmin Cadence ANT+,Garmin HR ANT+,Bontrager Flare RT ANT+, Edge Remote ANT+[/TD]
[/TR]
[TR]
[TD]aweatherall[/TD]
[TD]*** YES[/TD]
[TD]???[/TD]
[TD]YES[/TD]
[TD]iPhone 6 iOS 11.4

Samsung Galaxy J7 Prime Android 7.0[/TD]
[TD]5.00[/TD]
[TD]DI2 ANT+, HRM ANT+, Vector 3 ANT+, Speed ANT+, Radar ANT+, Edge Remote ANT+[/TD]
[/TR]
[TR]
[TD]alessusnik[/TD]
[TD]INTERMITTENT[/TD]
[TD]YES[/TD]
[TD]YES[/TD]
[TD]Huawei P20 Lite, Samsung 8, both Android 8[/TD]
[TD]5.00[/TD]
[TD]Garmin HRM ANT+, Vector 3 ANT+, Garmin Speed ANT+, Edge Remote ANT+[/TD]
[/TR]
[TR]
[TD]hotdogpartysausage[/TD]
[TD]INTERMITTENT[/TD]
[TD]NO[/TD]
[TD]YES[/TD]
[TD]Samsung S6 Android 7.0[/TD]
[TD]5.00[/TD]
[TD]Garmin HRM ANT+, Garmin Speed ANT+, Garmin Cadence ANT+, Edge Remote ANT+, PowerTap SL+ ANT+[/TD]
[/TR]
[TR]
[TD]RVASSEN[/TD]
[TD]INTERMITTENT[/TD]
[TD]???[/TD]
[TD]YES[/TD]
[TD]iPhone 6s iOS 11.4[/TD]
[TD]5.00[/TD]
[TD]DI2 ANT+, HRM ANT+, Vector 2 ANT+, Speed ANT+, Radar ANT+, Edge Remote ANT+, tried with 2 different remotes.[/TD]
[/TR]
[TR]
[TD]Chris.J.Hart[/TD]
[TD]INTERMITTENT[/TD]
[TD]YES[/TD]
[TD]YES[/TD]
[TD]Oneplus 6 Android 8.1.0 (Oxygen 5.1.8)[/TD]
[TD]5.00[/TD]
[TD]Garmin HRM-RUN ANT+, Garmin Speed ANT+, Garmin Cadence ANT+, Edge Remote ANT+,[/TD]
[/TR]
[TR]
[TD]hayenm[/TD]
[TD]INTERMITTENT[/TD]
[TD]YES[/TD]
[TD]YES[/TD]
[TD]Iphone 8 IOS 11.4[/TD]
[TD]5.00[/TD]
[TD]Garmin Speed ANT+, Garmin Cadence ANT+, Garmin heartrate strap ANT+, Edge Remote ANT+[/TD]
[/TR]
[/TABLE]
  • 0 over 6 years ago
    Is it possible for you to try not turning on phone BT until everything else is connected to see if that fixes the issue?.


    I did that test today:
    Android NOKIA 5

    First I made my bike and Edge 1030 ready to start the activity.
    After connecting all sensors (including remote) I started the ride and now I connected my phone.
    After 25 minutes the remote was gone. Red light blinking.
    So - no joy...
  • 0 over 6 years ago
    Connection was solid again on the way home tonight, around an hours ride and I made a point of trying it often.


    Chris,

    After doing a few rides how is your Edge Remote connection? Is it still solid?
  • 0 over 6 years ago
    Chris,

    After doing a few rides how is your Edge Remote connection? Is it still solid?


    An unqualified Yes and No....

    When it works it is solid, when it loses connection only cycling the phone connection will get it to connect again. I've also noticed that when it loses connection the activity auto-upload fails too until the phone connect is cycled.
  • Former Member
    0 Former Member over 6 years ago
    When it works it is solid, when it loses connection only cycling the phone connection will get it to connect again. I've also noticed that when it loses connection the activity auto-upload fails too until the phone connect is cycled.


    Same here - when I do have remote issues I've noticed my rides do not upload (sometimes trying manually 2-3 times works; other days I have to use USB). :-/

  • 0 over 6 years ago
    well, i have troubles only with the remote - on many rides it works without any dropouts, sometimes it don't... At least connection to phone works every time and it uploads without any troubles. Normally I stop my ride 500 m from my home and during this short ride it uploads a new activity.
  • 0 over 6 years ago
    I spoke with Garmin today and they have been able to reproduce the problem so that is encouraging as I could not. Not sure what the status of a fix is.


    Alan,

    Can you get any more news from Garmin about the status of the fix. Can we expect something in the next firmware release?
  • 0 over 6 years ago
    I now have zero confidence they will fix the Remote. Dear Garmin: I have two Remotes. I want my $100 back.

    I solved all my other problems with the 1030. I ordered a Wahoo Elemnt last night. I'm done with Garmin products. Once I set it up and learn it I'll order a second one to replace my wife's problematic 820.
  • 0 over 6 years ago
    With Wahoo Elemnt you will never have issues with a remote or with a touch screen, that is true :)

    Remote is not reliable, but after few clicks it works again, so it is not a big deal...at least during an easy ride.
  • 0 over 6 years ago
    With Wahoo Elemnt you will never have issues with a remote or with a touch screen, that is true :)

    Remote is not reliable, but after few clicks it works again, so it is not a big deal...at least during an easy ride.


    Right, and unlike the Garmin it will work. What good is a touch screen if it has a mind of it's own, changing screens on it's own and switching data fields arbitrarily? All my friends with an Elemnt love it and never have issues, not ever!

    That's quite an understatement about the Remote. Once I've used it a few times on a ride, it stops responding, period. To stay it starts working again with a few clicks is wrong for many users who have complained about the issue. I know that once it fails I might as well give up trying to use for the remainder of my ride, lest I get frustrated. The truth of the matter is the Remote is broken on the 1030. Garmin knows it and won't tell anyone what they are doing to solve the problem, which indicates to me they don't have a clue, and I don't expect a fix, ever. That is why I want my money back for the two Remotes I purchased.
  • 0 over 6 years ago
    I can confirm what Alan has stated above. We have recently had a few occasions where we were able to capture the issue in house. It has been very elusive to reproduce. We continue to work on a solution to the problem. I apologize it seems that we are not interested in the issue but we are indeed working on a fix.


    Shawn,

    Does BETA 5.27 address any of the Edge Remote issues?