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Scale failing to connect to servers? Are they down?

I hadn't realised but my scale had been failing to update my Garmin Connect data since 1st Nov despite using it daily.

After some investigation and a full reset plus re-pairing it over ANT+ on Garmin Express it still fails to connect. I can see it is getting an IP address from my router, but it just seems to be stuck on the Spanner with the upper bar of the signal blinking away and eventually, a cross appears in the top right, so I assume it is the failing to call home?

There's no software updates on Express for it (it's running 2.7)

My Garmin Edge 1000 and vivoactive both sync OK with the servers over wifi (edge only) and express, so I can only assume there might be something wrong at the Garmin end for the scales?

Anyone else suffering no connection to the Garmin servers from their scales at this moment?

0 JnManso over 8 years ago

Same problem here! Failing since day 2 of November.

The scale connects to WIFI but unable to sync with garmin servers...

Maybe something related with this post https://forums.garmin.com/showthread.php?343304-Index-not-uploading-because-of-unreliable-NTP-server

:(

0 jiberjaber over 8 years ago

Thanks for that pointer, I had a look and investigated, the NTP works (I can fire up an NTP client inside the network on wifi and get a time sync from clock.garmin.com) and the other address, gold.garmin returns a ping.

The odd thing is, if I associate the scale with a 4G phone based mobile hotspot, it works! But of course it is not practical for me at all and quite annoying seeing as it was all working fine before 1st Nov!

I've dropped Garmin support an email, but all I have had back is how to reset the device...

I'm on BTInternet (Infinity)

I'm considering setting up a VPN to see if it is something in teh BT network that is causing the issue..... just need to find the time to sort that test out.

Are we the only 2 people with this issue?

0 JnManso over 8 years ago

Hi! Yesterday I tried to connect with my 4g hotspot ... same result! No sync!

0 Former Member over 8 years ago

Garmin have been pushing a lot of updates to Garmin Connect recently, so I wouldn't be surprised if they've broken the Index file upload route. My Withings data is still making it to GC via the MFP sync, but thats likely completely independent of the Index upload infrastructure.

I certainly wouldn't trust Garmin Support to be abreast of the situation so I wouldn't listen to anything they suggest. If I were you guys, I'd hold tight until it's fixed and hope you get some new features at the end of it, eg multiple weighings per day.

I'm still waiting for automatic syncing to other platforms

0 jiberjaber over 8 years ago

Well I've given up for now, my edge syncs no problem over wifi and then out to their servers - so it must be some peculiarity with the Index Scale but what also seems odd is that the home broadband doesn't work but 4G does.

So far I've nothing of use from Garmin support, first one was about how to use the buttons on the back and the second one was about the wifi specs it needs to connect..... they totally failed to read that I had reset and put it in to pair mode and also that it was connecting to wifi and getting an IP address...

I don't want to play the waiting game for too long but looks like it's either that or send the scale back (it's been fine since July 16!)

0 jiberjaber over 8 years ago

So yesterday I raised a ticket with the global software support team, will see what happens! Given the lack of traffic on here I suspect this is only impacting a low number of users!

0 JnManso over 8 years ago

Any news from your side? ... I'm exchanging emails with garmin support... Tried everything and the the scale still not sync with garmin servers.

0 jiberjaber over 8 years ago

I RMA'ed the Scale on Monday after they asked me if I could try it on a neighbours WiFi. (Which I couldn't)

Awaiting a replacement, it probably only arrived at Garmin today, so perhaps a replacement next week.

0 jiberjaber over 8 years ago

So my replacement Index Scales arrived from Garmin this week, they came with V2.4 software installed and worked right out of the box. I was worried that the issue might have been the V2.7 software as that is what was on the device I RMA'ed back to Garmin, so didn't want to report back until it had updated itself to the 2.7.

I can confirm my Scales now work, V2.7 firmware. Nothing changed since my testing before I sent them back.

No information has been provided by Garmin, just a replacement device.

If you still have problems and you are still in warranty - I'd suggest RMA them.

0 JnManso over 8 years ago

Hi,

Scale sent to RMA (Garmin Iberia/Barcelona).

Thanks,
Regards