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HR died on watch, now trying to connect HRM-Dual instead

1717694
over 3 years ago

Wrist heart rate stopped 2 months ago, support helped restart and it lasted 2 weeks. Finally purchased an HRM-DUAL to replace the HR function. Both the watch and the HRM-DUAL are shown as connected on Garmin Connect App, yet no heart rate data showing up in the app.  HRM-Dual just purchased so it would not seem to be a battery issue. Connect sent me to the web site as it does not list the HRM-Dual as a device, nor does the web site. 

Dual shows up "Status Connected" on the Vivo and under "About" as model # 3299, SW version 2.30, Battery OK. 

Yet no heart rate data on the Vivo either.

Spent almost 2 hours this morning screwing around with these devices and web sites. At my billing rate, that's more than the $275 I spent for the watch and the HRM. 

Could really use my guidance on getting this sorted out.

  • 0 over 3 years ago

    The HRM Dual is ANT+, so you can use other applications on a phone to see if it transmits. You need to register it on the Vivoactive and you only get a reading when starting an activity.

    Check this post as well since there seem to be connection issues reported for it.

    forums.garmin.com/.../hrm-dual-not-automatically-connecting

  • 0 over 3 years ago

    Hello .  I am sorry to hear about the issue that you're having with your HRM unit and the vivoactive 3 watch.  Please follow steps below:

    1. Remove the HRM-Dual from the Sensors & Accessories menu.
    2. Hard reset the watch.

      • To perform a hard reset, press and hold the power button on your watch.  Ignore the "Power Off" question and the assistance alert (if applicable) on your watch, just continue holding the power button pressed down until the screen goes blank.  Once this occurs, you may release the button.  Allow the watch to sit powered off for a few seconds, then you may power it back on by pressing and releasing the power button.

    3. Remove the battery on the HRM-Dual for 30 minutes, then replace and reassemble.
    4. Pair the HRM-Dual to the watch once again.

    If this does not resolve your issue, please reach out to your local Garmin Product Support team.  To do this, type "support.garmin.com" in your address bar and use the Garmin Support Center to research your issue.  Once you get far enough in the search, you will see some contact options, which may include Call, Chat, and Email.