GARMIN Software team: Bluetooth has been broken!!!!

What is the problem?

Sometimes rebooting the watch and the phone will help with problems.

On the watch, press and hold the button until the watch turns itself off (15 seconds or so)

If it's a problem pairing/connecting, which phone? Have you tried re-pairing with the phone?

Hello guys,

I've tryied all this things, several times. Most of them, after turning off and then turning on the watch, it reconnects, but after some while, it loses the BT connection. So, for me, it is clearly something related to software. And it was working perfectly just before this last update, which is related to BT connection, according to Garmin Express.
So, I spent a lot of time this morning with International Support (Brazilian support is terrible), and we repeated all these steps (pairing, repairing, reseting...). Same behavior.
Then, the woman was talking to me said to follow these other steps, that I will just can perform when go home. I'll reproduce here, maybe can help other users, since it seem to be happening for other people.


Hello Hervandil,

• Compress or zip a Garmin folder from a Garmin Music Device
  

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[TD="width: 312"]Phone information:



iPhone Information: (Information can be found by opening iPhone Settings > General > About)

• Make & Model
  
• iOS Version
  

Android Information: (Information can be found by opening Android Settings > About Phone > *Software information* on some models)

• Make & Model
  
• Android OS Version
  

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[TD="width: 312"]What version of Garmin Connect are you on?

• Open Garmin Connect Mobile
  
  • Android- Tap 3 lines in upper left
    
  • iPhone- Tap More
    
  
  
• Tap Settings
  
• Version #:
  

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[TD="width: 312"]App Diagnostics:

• Open Garmin Connect Mobile App
  
• Tap Menu
  
• Tap Settings
  
• Tap App Diagnostics
  
• Tap Share
  
• Select your Email (please send it from the email that is tied to your Garmin Connect Account)
  
• Send to: [email protected]
  

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[TD="width: 312"]Device Sync Audits:

• Open Garmin Connect Mobile App
  
• Tap Menu
  
• Tap Settings
  
• Tap Device Sync Audits
  
• Tap Share
  
• Select your Email (please send it from the email that is tied to your Garmin Connect Account)
  
• Send to: [email protected]
  

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Thank you for choosing Garmin,

Sara

Since the most recent update, I've also experienced spotty bluetooth connectivity with my wireless headphones. It's like the range has been limited — my headphones pair with the left ear, and I wear my watch on my left wrist. In the past when I've turned my head and my body has blocked the two devices, it would temporarily lose connection. I expected this type of behavior, and it never really affecting my runs. Now it has spotty connection even while running. I'm a near-daily runner, and this only began occurring after the most recent update — which said "bluetooth."

I found a way to connect it without having to turn off/on the watch: I've noticed that it disappears from the bluetooth devices list (on the mobile). Then I reconnect, and pray for Garmin connect recognizes the watch again. It has been being a workaround.
But I still keep thinking it is a software issue, and no a hardware problem. I just can't be sure if it is only the watch or a watch/mobile issue combination.

I chatted support today.
They told me something that made me worried:
Despite they are aware this issue, accordingcording to the guy has talked to me, they are investigating Garmin Connect, not the firmware.
I'm not a software engineer, but it can't be a coincidence breaking Bluetooth just after updating Bluetooth software.

The firmware is faulty. Needing more than a week to confirm the issue and name a timeline for the fix must have a decent explanation. What would this explanation be?

The firmware is faulty. Needing more than a week to confirm the issue and name a timeline for the fix must have a decent explanation. What would this explanation be?

I don't know the explanation. But if I were the boss, all software engineering team would be fired!
This messy bugs are happening much more times than it would be expected.
I didn't abandoned the watch (and the brand Garmin) because I've paid a lot for the watch, and I want it working.
Simple like that, ok Garmin?
Garmin-Blake
Garmin-Joey
Garmin-Kara

I would guess sales have not been negatively impacted enough for Garmin to address shortcomings with regards to the buggy firmware's. I would also guess returns have not been high enough. Only when people stop putting up with it will things change. I refuse to buy another Garmin product until I see evidence this is changing

I tottaly agree with you.
But in my case, I firstly bought Vivoactive 3.
Now everybody knows that VA3 has an annoying and unsolvable altimeter bug. So, before knowing this, Garmin Brazil replaced two times my watch.
When I returned the watch (under warranty, of course) for the third time, I requested them to give my money back.
Then, they offered me the Vivoactive 3 Music, that I own now.
I accepted, and the watch used to work perfectly until the first uptade. And since them, the watch never more was the same.
Which is my point? Garmin designs excellent pieces of hardware and initial software (probably tested a lot before releases). But the software updates team seems not to talk with the primarly develpers.
So, similar to you, I think Garmin has to improve a lot its post-selling pollicy, otherwise can do loose many customers and pottential customers: one friend has asked me what I think about the watch, and after my report, he decided not to buy this expensive gadget.

I am having the same problem with my watch. Support tried to blame my android phone (Samsung S9) and wouldn't accept that the problem started after the update. Only way I can sync is by turning watch on and off again.