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Step count not working

This has happened a few times now and is really frustrating. Last week I did a 5 mile run and registered only 47 steps, today same 5 mile run 1500 steps (I obviously have a large stride). I've reset, connected via USB, checked activity tracking... it still happens. In fact I reset an hour ago and registered a grand total of 0 (that's right zero) steps. Can anyone help, is this a software version issue? Can it be fixed? or will I be forced into the realms of a non-Garmin watch (I hope not).

0 Garmin-AmberD over 4 years ago

Hello! I am sorry this keeps happening. Are you using the default run activity profile? After your reset, are you saying the device is now not counting steps at all outside of an activity?

0 BootieBloke over 4 years ago in reply to Garmin-AmberD

Yes I was, and then it wouldn't registered anything at all. I'd restarted and reset it a number of times, the last time was about an hour ago. it now appears to be working. Just annoying that it keeps happening, the first time was after a 397-day streak... so I was a bit gutted. this time was the second time in less than a week.

0 Garmin-AmberD over 4 years ago in reply to BootieBloke

OK, since you just reset again, can you keep my updated this week if it happens again?

0 BootieBloke over 4 years ago

It's working okay today, but did require a restart this morning as the HR and Activity Tracking had turned off during the night.

0 jfsaucier over 4 years ago

I have mostly the same issue. Since the last update, my steps recording seems to stop a couple of times during the day. Basically on/off... It had always worked fine before...

0 Garmin-AmberD over 4 years ago in reply to jfsaucier

Hi! Can you sync the device then do a soft reset by holding the power button for 45 seconds ignoring power off then turn it back on.

0 jfsaucier over 4 years ago in reply to Garmin-AmberD

Thanks, it seems to have solve the step counting issue on my end.

0 BootieBloke over 4 years ago in reply to Garmin-AmberD

Sadly, this week having logged about 20 miles and I've only managed about 5000 steps and I now have no heart beat. Not sure what's wrong but it is becoming increasingly frustrating. My original watch broke and this is the replacement, and the problems started on the arrival of this watch.

0 Garmin-AmberD over 4 years ago in reply to BootieBloke

OK, I appreciate your patience while look at all the issues. Are you located in the US or CAD?

0 BootieBloke over 4 years ago in reply to Garmin-AmberD

neither, I'm in the UK... hopefully you can still help. Same issue today... 5 mile run, no steps.