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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]
  • Former Member
    0 Former Member over 6 years ago
    Garmin have found the issue by now!
    But they apparently cannot fix it by software - it‘s a hardware-design-issue.
    https://forums.garmin.com/forum/into...24#post1362524


    Wow thanks....I have had this issue with the remote and now the Varia Vision....I have a post below on the diagnostic issue that I came accross...the BLE failed the diagnostic test..If this is a pre existing condition....Garmin should correct the issue and make good with Customers...this is not a cheap unit. I have several of their products and each update fixes something...and breaks another...I went all Garmin so that I would have a seamless experience with a closed ecosystem (ant+ private)...I should have kept my Wahoo...it just worked with no problems.
  • Former Member
    0 Former Member over 6 years ago

    Totally disappointed with Garmin, new firmware update and nothing to fix the remote
  • Former Member
    0 Former Member over 6 years ago
    ...see top of that page!



    And what is the solution? A new remote or that I get back the money of the 1030
  • Former Member
    0 Former Member over 6 years ago
    When I was on the phone with Garmin in September I asked about this and was told there was some type of code fix without a schedule date. This was apparently rubbish. It's been well OVER a year. It's obvious that Garmin can not correct this issue. So - as I've asked many times before, WHAT OPTIONS are there for those of us who spent the money? I can't return the remote after all this time, so should Garmin cut me a check for $50 seeing how I can't use the remote while my phone is connected? Seriously, someone from Garmin needs to answer this!
    If they don't, how many people would it take for a class action suit?
  • 0 over 6 years ago
    Has anyone tried the remote with the new firmware version 7? Nothing mentioned in the change/ fix list about the remote but perhaps Garmin accidentally fixed the problem. Too cold here for me to try it out.
  • Former Member
    0 Former Member over 6 years ago
    I've tried it can can confirm -
    The remote issues remain. Works for a bit then becomes worthless.
    The phone issues also remain where the mobile app says it's connected and the 1030 says it's not (remove, reboot, repeat until working again).
    Most everyone I know in my city has moved away from Garmin due to bugs and uses Wahoo. As soon as they, or anybody else makes a device that allows for street names and custom maps, I will be moving on too. I don't think Garmin has any clue how much revenue they've cost themselves by what I can only assume is software outsourcing.
  • 0 over 6 years ago
    I've tried it can can confirm -
    The remote issues remain. Works for a bit then becomes worthless.
    The phone issues also remain where the mobile app says it's connected and the 1030 says it's not (remove, reboot, repeat until working again).
    Most everyone I know in my city has moved away from Garmin due to bugs and uses Wahoo. As soon as they, or anybody else makes a device that allows for street names and custom maps, I will be moving on too. I don't think Garmin has any clue how much revenue they've cost themselves by what I can only assume is software outsourcing.


    If the issue would be software related, I assume they would have fixed it by now.

    Unfortunately, it is probably related to the chip used in the edge 1030, therefore they can´t fix it.

    For Garmin there are three options that will calm the community:

    Option 1:
    Release a new 1030 maybe called 1030 plus, with a new chip and maybe some new features like spotify and let all people who bought a 1030 replace theirs with the new one.

    Option 2:
    call back the 1030 and give the money back to everyone who returns their unit.

    Option 3: replacing the chip in the 1030 and exchange all 1030 devices who are facing the issue.

    On a short term, all these options will cost garmin money, but losing customers will cost a lot more on the long term.
  • 0 over 6 years ago
    Shawn-Garmin
    I would like to get a response from Garmin. It stays very quiet. And no standard reaction, it is being worked on and it is under investigated . Bla Bla Bla. They must be ashamed of themselves.
  • 0 over 6 years ago
    I had a rather weird experience with the remote on my last two rides. It worked perfectly with the Iphone connected! First ride 36 miles and the second 17 miles. These are the first rides I have done after installing the new firmware. I even took the remote off the bike and walked away with it about 60 feet and waited a few minutes and then walked back to the bike and it instantly reconnected. Anyone else experience this unexpected behavior? I did notice on both rides that at the start of the ride my iphone did not connect to the 1030 and I then started Garmin Connect mobile and it connected quickly. I then shut down Connect mobile and it stayed connected. I can put up with this if the remote stays connected.