Backlight always slightly on

I contacted them through the online support chat on the 645 support page first thing Thursday morning and it went very smoothly, no long hold at all! I emailed them pictures of my backlight issue and was told that it shouldn't be glowing in the dark. They didn't have me try to do anything with the firmware or a factory reset, they just wanted to swap out watches and test the old one for the backlight bug. I factory reset the watch anyway to wipe my data from it for sending it to them, and it didn't do anything to fix the backlight issue either. They opened an RMA and sent me a shipping label to print, asked me to pack everything up and send it there way. Once they receive my defective watch they will send me out a new one and *fingers crossed* that one wont have a backlight issue! I'm back to using my old FR15 for now. I sent it out on Friday, they should get it tomorrow, so hopefully I will be back to using a 645 by the end of the week or beginning of next week. Good luck to you and I will update when I get a my new 645!

For what it's worth, I've noticed that sometimes when I connect it to the charger the full backlight will stay on. Disconnecting/reconnecting from the charger fixes it.

I contacted them through the online support chat on the 645 support page first thing Thursday morning and it went very smoothly, no long hold at all! I emailed them pictures of my backlight issue and was told that it shouldn't be glowing in the dark. They didn't have me try to do anything with the firmware or a factory reset, they just wanted to swap out watches and test the old one for the backlight bug. I factory reset the watch anyway to wipe my data from it for sending it to them, and it didn't do anything to fix the backlight issue either. They opened an RMA and sent me a shipping label to print, asked me to pack everything up and send it there way. Once they receive my defective watch they will send me out a new one and *fingers crossed* that one wont have a backlight issue! I'm back to using my old FR15 for now. I sent it out on Friday, they should get it tomorrow, so hopefully I will be back to using a 645 by the end of the week or beginning of next week. Good luck to you and I will update when I get a my new 645!

Oh that's good news, did you happen to ask if there would be a delay in replacement?
I know my web pre-order was delayed a lot (a month) and they were having trouble fulfilling deliveries of 645's on time.
Don't want to send mine back then have to wait another month if they have no stock, would rather put up with the backlight till they can replace immediately.

Cheers.

This issue is being investigated and as MegLyn86 indicated, we are investigating these reports and have requested that devices come in for investigation.

Couple other follow up questions to confirm a few things:

Do/did you always see the glow? Was there ever a time you didn't?
If you start an activity, in the dark, and then press the light button to turn off the backlight do you still see it glow?

I couldn't see a glow to the watch during direct lighting or outdoors in the daytime. But I would notice it in low light conditions and in the dark when I went to bed, I never noticed a time when it didn't glow, except when I would turn the watch off completely. Also It was much more noticeable to me when the watch face background color was set to white, if I set it to a black background color it wasn't as bright but still had a slight purple glow to it. As for if during activity, I can't say because I used the watch during the daytime only in the week that I had it. I checked my tracking info, and you guys should get the watch back sometime today.

Thanks for the added information and for sending in your device.

Mine has glowed since I got it - last week. I just went in a dark room and started a walk on the the watch. I then let the light go off itself and the glow was there. I then raised my wrist (I have gesture on) to get the light back on and pressed the light button to turn it off. Glow stayed on. I waited several minutes to see if it would go away and it did not.

Garmin-Joey, your last post sounded like you wanted the watches returned. Is that correct? I'm training for a race and can't afford to go without and I don't have an other one to use.

Thanks!

We have gotten a couple to come back in, but if you are training for an event and don't want to send it back in right now we understand. Currently the root cause is not known, so it is possible that it can be fixed with a software update, but if it is a hardware issue with the backlight then the device would need to be exchanged to fully resolve.

Right now it is too early to tell which it is. We know that it isn't impacting all devices and are continuing to investigate.

If you do choose to exchange the device, our Product Support teams will be happy to help.

I have the same issue, only arrived 48 hrs ago. Very reluctant to send back at this stage, will monitor this post for now in the hope of an update fix.

Update on my end: I received a swapped out watch from Garmin yesterday, and NO glowing watch face at night at all! Woohoo! Thank you so much to Garmin for their excellent customer service and fast turn around with getting a new watch back out to me! You guys rock!