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Measurements diapearing from Garmin Connect

vdot64
over 7 years ago
So here is what I am observing:

I weigh in on my Garmin Index every morning. If I check Garmin Connect shortly thereafter, it shows all six measurements - weight, body fat, BMI, % water, Muscle Mass, and Bone Mass. Then sometime during the day, all the measurements disappear except for Weight. I have checked Garmin Connect on my PC, Android Phone, and IPad and its the same on all of the, the reset of the measurements are gone.

Has anyone else noticed this?

Dan
  • Former Member
    0 Former Member over 7 years ago
    I have been hanging back, not commenting for quite some time now. I got a Garmin Fenix 5s and an Index Scale around Christmas time. I started using the scale on January 7th. It was such a step up from my Tanita scale that was still in use despite being over 20 years old. Now I look back at my history and on January 17th I only have weight, BMI and gain. At that point I also starting seeing weights show up on days I did not even weigh myself.

    I updated to GCM 4.3 yesterday. Yesterday's weight and all measurements remained even after going for a swim and synchronizing afterwards. Today's weight and measurements remained for a while, but got wiped out at some point, I think when I opened the app and the watch did a sync. It seems to me it is something to do with the first full sync of the day. I am going to weigh myself again and see if all the measurements remain. I have a rest day today and did not have a swim planned today, but just might go for a light swim later to test things.

    Given how litigious things are in the U.S., I would not be surprised if some sort of class action lawsuit gets rolling if things don't get fixed soon. These devices are not cheap and I have seen lawsuits happen over smaller figures.


    Quoting myself here to give an update.

    Weighed myself a 2nd time before going for a swim. Had all the measurements before the swim, but not after reconnecting watch to phone. Big thumbs down to Garmin with this nonsense. I feel like I need to upload my weight data to some other service right after I weigh myself so that I don't lose it.

    On the surface, this does not seem like that complicated of a bug, but somehow they are unable to fix it. I would love to know what the problem is.
  • Former Member
    0 Former Member over 7 years ago
    I have exactly the same problem. I have a Vivosmart HR+ and an 820 Bike computer. When I weigh self the only that gets passed into Garmin connect is the weight. The rest of the measurement are missing. It seems the scales are plagued with bugs, last year we had a bug that transposed the readings and now we have a bug that is again effecting one of the key purposes of buying these rather expensive scales. I have raised the issue with Garmin who did the same as last time and offered me an RMA on the scales which again I declined. I suspect this is to give the support agent a way of getting rid of the call. I don't for a moment think there is anything wrong with the scales but rather a bug in the connect eco system on how the data is synced between the central server database and the various devices.
  • Former Member
    0 Former Member over 7 years ago
    Well, first my VivoActive HR leaked in water rendering it useless.
    Now my Index Scales are losing their composition metrics on sync.

    Bloody hell.
  • 0 over 7 years ago
    The exec chairman of Garmin is [EMAIL="[email protected]"][email protected][/EMAIL]

    The communications Vice President is [EMAIL="[email protected]"][email protected][/EMAIL]
  • Former Member
    0 Former Member over 7 years ago
    GCM Android v4.3 released yesterday and no fix included. 2 months now Garmin. This is BS
  • 0 over 7 years ago
    98ron , when they said

    "I think you may have a problem we are trying to get more information on, currently. Can you clarify the following for our investigation ..."

    I'd have said what I've said to several different Garmin Support people at different levels:

    Try reading this thread and talking to your colleagues who have already taken calls on this. Perhaps use the/an internationally networked support ticketing system to its proper potential. Maybe ask the support people who have told me that "engineers are working on this and it will be just a few days" to share that information if it is true or to retract it if it isn't - actually it obviously isn't true since it's been weeks since I was told that by Garmin Support in Australia. This may be a way to stop wasting our and your time and trying our patience beyond breaking point.

    What do you think Garmin-Blake ?

    Meanwhile, readers may want to ask Garmin Vice President Communications, [EMAIL="[email protected]"][email protected][/EMAIL] , for his views on the customer and internal communications aspects of all of this.
  • 0 over 7 years ago

    Would encourage anyone with the same problem to please call Garmin as the rep I spoke to said the more cases are added the higher the priority level to get issue fixed.

    I called 1-888-442-7646 here in the U.S. and was assigned a case number.

    The squeaky hinge gets greased.
  • 0 over 7 years ago
    From Garmin: Me:

    Yes I use MyFitnessPal. Garmin shares weight data only to the MyFitnessPal and Apple Health app.

    The full data did display on my phone immediately after using the scales but within a few seconds it disappeared and I cannot get it back. I have tried the usual ‘uninstall and reinstall’ process.

    All the info shows on the scales but not the app.

    There is also an upload problem I think. The scales only occasionally display >>>>>>>>>>?. Most of the time there is an X indicating that the upload was unsuccessful.

    Software updates are also not being delivered to the device.
    I apologize for the trouble. I think you may have a problem we are trying to get more information on, currently. Can you clarify the following for our investigation:

    When you perform a weigh in, do all metrics display on the scale at the time?

    If you check your account directly after weigh in, either on the mobile application or by logging into your account at connect.garmin.com, does your data appear there but later disappear, or does it never show at all?

    Do you use MyFitnessPal?

    If so, is it paired to your Garmin Connect account for automatic data share?


    To clarify, the Index scale should be providing all this data independently, so you've done nothing wrong and your assumptions about how the device are accurate.

    I'll have more information once I know for sure the nature of your problem.

    Thank you for choosing Garmin,

    Michael

    Product Support - Fitness Team

    Garmin International






    Try the solution here:
    https://forums.garmin.com/forum/into...64#post1306464


    It is probably due to the WiFi not connecting and it is very likely due to 2.4GHz channel that is higher than channel 11.

    The scale is unable to provide more body metrics unless it has connection to WiFi and has a profile of the person before it can perform computation. If it is not connected to WiFi it would not know who is on the scale and what is the profile, e.g. height, activity level, etc. so all that it can do is to display the weight. I have tested this and it is validated that without WiFi it is all that it displays.

    The Garmin tech does not have the experience using the scale, they only have the scripts that they have been provided. They can only tell you what they have been provided on the script. Furthermore they do not have the experience to trouble shoot WiFi issues.

    Try it and you will get 100% connectivity and 100% body metrics.

  • Former Member
    0 Former Member over 7 years ago
    Hi all,

    I am a new Garmin user. Bought a Vivoactive3. Connected up and started using it mainly for mountain biking and the watch and Connect are working really well (connected with Strava too, not MFP, though have deleted MFP off my phone altogether after reading this to see is that makes a difference).

    Thought I'd add some more data to the picture and bought the Index scales which arrived on Friday. The only issue I have with them is that it loses the additional measurements data after a period of time. I'm still nutting out the exact issues for me, but I used them first thing this morning (6:30am), the additional data was there until about 10am, then wiped and left with only weight and BMI. The additional data from Saturday (and only Saturday so far) however has remained and is displaying correctly. Activities don't seem to affect the loss of the data (not done an activity yet today and it's gone). The wifi connections to the scales etc. seem fine. It always has a tick at the end of the arrows to say uploaded.

    Interestingly I added my husband to the scales who doesn't have a Garmin device. We downloaded Connect for him just to use the scales and his data is saving fine! So Connect and Index alone are working well. Mine where I have a watch also connected is where our issue lies. Still deciding what to do with them, whether to keep or not. Tempted to wait it out and try a few extra things. Regardless of the connection they still seem to work well as all round body scales.
  • 0 over 7 years ago
    I've given up on this. Garmin can't confirm if they have the data but aren't displaying it or if my old measurements are gone for good and no indication of when this might by fixed. Amazon accepted my request for a return so I'll switch to a different brand.

    If anyone from Garmin reads these forums, there are several things that would have helped me to keep the scales.

    Some indication of the timescale for a fix and an indication of whether the data i was recording was being kept (I don't even know if it's worth using the scales before this is fixed!)
    Some system to backup data so that bugs in the app / transfer process don't lose my data
    Connection to a third party app eg Strava that would act as a backup

    For what it's worth, the scales themselves seem excellent, I love the design and look and they seem robust and give consistent results. Without a connection to the app, however, they are no more functional that the old set of scales that they replaced and at 5 times the price.