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lost steps

Former Member
Former Member over 5 years ago

Twice in the last week my Vivosmart 4 has reset the step count during the day, yesterday I had over 9000 when I left work but by the time I got home I only had 50, when I synced my VS4 it only logged the 50 steps, this happened last week too

  • Former Member
    0 Former Member over 5 years ago

    This happened to me too. Did you get an answer from Garmin? 

  • Former Member
    0 Former Member over 5 years ago in reply to Former Member

    This is the email I received from Garmin, I did this and it has been OK since.

     I recommend deleting some possible corrupt files in the device that could be causing this. Please plug the device into the computer then download Garmin Express using this link https://www.garmin.com/en-US/software/express/

     

    Next add and sync the device using Express. Once that is done, please follow the steps below to delete files in the device.

     

    You will need to delete the folders listed below: (Please note that this will get rid of all saved activities currently on the device that has not synced to connect)

    • Activity
    • Settings
    • Monitor
    • NewFiles
    • Remote SW

    To delete the folders: Plug your device into the computer and follow the steps below.

    PC:

    • Click Window's start button
    • Click (My) Computer (This PC on Windows 8 or 10)  
    • Double-click Garmin device drive
    • Double-click Garmin folder
    • Delete the Folders listed above
    • Right-click on Garmin device drive
    • Select Eject
    • Unplug device from computer

    Mac:

    • Navigate to Desktop
    • Double-click Garmin device drive
    • Click Garmin folder
    • Drag the Folders listed above to trash
    • Click on Trash
    • Click Finder
    • Click Empty Trash
    • Confirm you wish to permanently delete these items
    • Drag Garmin device drive to Trash
    • Unplug device from computer

    Thank you for choosing Garmin,

  • Former Member
    0 Former Member over 5 years ago

    this has happened to me repeatedly for the last 2 months. I was advised to reset the device to factory default settings but that has not resolved the problem.  I am VERY frustrated.  This is the 3rd Garmin device I've purchased but it may be the last.

  • Former Member
    0 Former Member over 5 years ago in reply to Former Member

    Update:  I spoke to a VERY helpful Hannah at Garmin customer support today.  After explaining my lost steps problem and the actions i'd taken to resolve the issue, Garmin is replacing my VivoSmart 4.  I really enjoyed the watch until the lost steps and lost heart rate data started so really looking forward to my new tracker.  GREAT customer support!

  • 0 over 5 years ago

    Happened to me also a couple weeks ago I switched trackers, don't think I'll be using viovosmart 4 any longer