Troubleshoot

Please look for some of the typical issues and workaround

Login issues with Garmin

  • Garmin have been regularly changing their API. Older version usually do not work with the latest version. You need to update the app. Some info here
  • Check this link which has some setup documentation for both Garmin and Strava
  • Check your name or password. Sounds silly, but still had a few people realized they had the wrong password
  • You have both a user name and an email address that sometime can be accepted by garmin for login. Try both to login and make sure you enter the case exactly as you see it in your profile on the garmin connect website.
  • Your garmin account needs to be switched to the modern version of Garmin Connect. This is because the classic API is being decommissioned and ConnectStats now uses the modern API. If your account isn’t switched it will fail.
  • The new garmin login protocol is case sensitive, make sure you entered your username with the right case.
  • Certain special characters are not supported in the password with the new login.
  • Make sure you can from a web browser connect to the garmin web site and see the activities you are expecting
  • Try to pull down from the activity list in the app at least two times to make sure you consistently get the error message. After a failure the app will try to delete cookie and force a login.
  • Try to fully close the app and restart it. (Press home button twice, then the minus sign on the app to close it)
  • If you have special characters in your password sometimes it will prevent the app to login via the direct method.
  • Several people had proxy, vpn or other security related filters preventing the app to access the garmin service. This results in a “Parsing Failed” error. To check if that’s your case, connect to the garmin web side from the safari browser on your mobile device, then try to go to the following link. Make sure you get data for your activities rather than an error message.
  • There is a problem with the garmin service that affected a few people. This results in partial download and a “Service Temporarily Unavailable” during download. To check if you are affected by that issue, you can login to the garmin web side and in the Activities Tab check if you can iterate through all your pages of activities with the number at the bottom. If you can’t, the app won’t be either and you should contact garmin to investigate your account.
  • Check if the time on your iphone or ipad is correct, the best is to make sure the time on the device is automaticaly updated. If your device time is off it can make the garmin authentification fail.
  • If you continuously get Connection Error as opposed to a login error, parsing error or access denied. It appears that sometimes the iPhone has trouble reaching the host. People manage to get out of this error by either restarting their phone or restarting their internet router if on wifi.
  • If all above fails or is not applicable, it appears that most people got it working by uninstalling/reinstalling the app
  • If you still can’t login at this point, send me a bug report from the settings page and if you include an email I’ll get back to you after looking at your logs to see if something special is happening for you. Please let me know if you have a special character in the password, it should work but was an issue before so you never know.

Login Issues with Strava

  • [Fixed in 1.23] If you select strava as your service, errors will incorrectly be reported as coming from garmin, while in fact coming from strava.
  • [Fixed in 1.23] Refresh on Startup does not work with Strava and will result in an error message mentioning garmin, just pull down the activity list and it should then refresh
  • [Improved in 1.23] Once you have enabled Strava as a service you need to go to the activity list and pull down on the list to start the login process and the refresh. It should then show a strava login page the first time and then start downloading activitives

Crashes

Crashes can be difficult for me to reproduce, here is some information if you are willing you can send me information for me to track the problem down

56 thoughts on “Troubleshoot

    • You need to connect your device via the garmin app, once it’s connected and uploaded to the web, your activities can appear in ConnectStats

  1. I use coonnectStats on the ipad. I am looged in to Strava. The refresh button doesent stop working. No data are transmitted! Its my first sync with Strava.
    If syncing doesen`t work I cannot use the programm. I have to aks apple for returning money. There is no other way to contact you! Bug report is dissabled.Thanks

    • yes it’s a bug. I have a fix that I will push in a new version soon. By the way I recommend you try to connect your garmin account to strava directly, it works great now, and is better than uploading from connectstats I think.

  2. I can not login to Garmin Connect either my iPhone or my iPad. I always get invalid username or password. I use the same as in Garmin Connect.
    What am I doing wrong here?

  3. I deleted a run in Garmin connect. All run after that I get a note that that run was deleted do I want to delete. When I cancel it just keeps popping up. I have to delete all runs back to the date I deleted. No new runs will stay.

  4. Sa e problem for me: all new data from monday have this problem. Tryied to delete the cache or reinstall the app but i have the same result. Could BE a garmin connect portal problem?

  5. iPad is hung up after most recent update. Works fine on my iPhone. App icon on iPad is mode where it looks like it is updating and displays “waiting” under it. Tried to delete app and reinstall but it won’t let me delete it. Turned iPad off and back on and app still doing the same thing.

    • this is an issue with the app store/ios. If you google for “iphone app stuck on waiting” you’ll find a lot of suggest. Though usually cancel the update from the app store, and try again works, sometimes you need to turn off the iPad (after cancelling update) and restart.

  6. I deleted and reinstalled for other reasons. I was able to reconnect to Withings and it says that all past records, hundreds, sucessufully transferred but I cannot have graphs with weight trend made. Runs “preparing graph” for long time and nothing. How do of get my weight graphs back?

  7. I have been using connect stats from the very beginning. But since your last update was released my app simply crashes when opening it. I’m running IOS 9.3.1 on iPhone 6.
    Last week it worked like a charm. It crashes when it is starting to connect to garmin.
    Hope you can release a patch.

    • I will try to figure out the problem asap. Can you send me a bug report before the crash, could have some info. Apple provides some crash report but it takes a few days for me to see it.

      • I dont know if you got my crash report – i tried to post it in a comment but it is a loooong log. Do you have an email that i should use?

        • From the app, in settings your have a bug report. If you enter your email, I will have info about your bug and I will reply to you by email

  8. I have a vivoactive. It will sync in Garmin Connect on my iPhone and then show up on my lap top but I have trouble getting it to show up in Garmin Connect on my iPad.

  9. I am very new user. At the moment I have a mixture of running a inline skating activities. In Garmin Connect I have inline skating as OTHER I would like to have statistics just for running. Is it possible?

  10. Just purchased a Forerunner 235. Downloaded GarminConnectMobileApp on my iPad and logged in. When I complete the first page to register my new product, I keep getting “Network Connection Error”. I’ve tried uninstalling/reinstalling three times on both iPad and IPhone but same problem every time. I remember problems years ago when I purchased my old Forerunner – Garmin always seem to take me from elation to deep disappointment in 30 seconds! Any ideas please?

  11. Since a couple of days I get the same activity in my overview twice. One time via garmin and one time via strava. Everything is the same exept for the duration of the activity. How can i get rit of the doubles?

    • Hi. Someone just sent me a similar issue via bug report recently. The issue was that both garmin and strava account are enabled. If you don’t need both, disable one. If you need both, there is a logic to identify duplicate based on the duration among other values. Strava duration is the elapsed duration, while garmin is the duration while the timer is on. So can be different, and it fools the duplicate detection. I will fix in a later version to check the total elapsed duration in both, but until this is released you should disable one of the two services

  12. I have been having a “Garmin: Service Internal Error” error for a week now. I tried deleting my garmin account and the app. Problem still persists. Has garmin made an API change again? App is not currently useable.

  13. Downloaded connectstats app after I deleted it when I got login problems. Reloaded all my garmin connect data. 2 problems:
    1. Strava headers (Afternoon ride) rather than Garmin headers randomly appear on the app data with distances in kilometers rather than than miles.
    2. Average bpm in splits does not now correspond to that shown in the garmin connect splits

  14. For some reason Garmin-Connect was unable to sync my latest activity. So I copied the FIT-file and uploaded it to Garmin-Connect directly. Some time ago I did exactly the same and it worked. But now, in Garmin-Connect on the site AND in the IOS-app the activity appear without any problem but in Connect-Stats I’m getting a “Garmin Parsing Failure”. Is this problem related to the same cause that prevented Garmin-Connect from syncing this activity. I compared this activity with an earlier one but couldn’t find any difference. Strange! How can I solve this?
    Thanks!

  15. I am a Chinese user.The tracks on the map is totally diviated. There is a “map matching” button on the garmin connect app on my phone, If I havn’t click this button, the tracks on my phone is just as same as the track on Connectstats app.When I click it, the tracks move to the accurate place. But there is not a “map matching” button on Connectstats app.I really love this App,Could you help me sovle this problem? Maybe all the Chinese users are facing to this problem,because the GPS rules in China is not the same as Others.

  16. I have a Samsung S4 and installed the Connect Mobile app from the Play store. After I hit the Login button after launching the app, I see no user or password boxes and no way to login. I do not get any errors and the blue bar at top goes quickly like the app can’t connect and find the Garmin site. My wife has the same exact phone with the same version of android OS and most of the same setting. I have uninstalled and reinstalled the Connect Mobile app many times and played with different phone settings but I can not isolate why this behavior is happening. I figured it was a permission issue or time/time zone or some other issue but my settings are the same as my wife’s phone where the app works. Any ideas? Is there some log file or some way I can see the HTTP traffic or something else top try and figure out why I get this strange behavior with the Connect Mobile app? I have not seen any other posting anywhere with a similar problem and others at least get the login screen to enter their information before running into any issues and I do not every get to see the login screen after I press the initial Login button.

    • Also, I can get to the connect.garmin.com site via a browser on my phone and have tried via wireless and cellular connections and still same behavior with the mobile app. I have uninstalled applications I thought could possibly be conflicting. Looked at most settings and compared and set like my wife’s phone that works properly, but still no luck. I really don’t want to reset my phone and this is the only application that is not working correctly.

        • I get the same can not connect using the Android app. Works great using my work IPhone though. I suspect another android app is conflicting. I have no idea how to find the conflicting app though.

          • ConnectStats only works on iOS, on android you must have issue with another app and should contact that app developer.. sorry.

  17. Any change of a future web site with data upload and analysis like in the Connect Stat app?
    What method is used to calculate the fitness and fatigue values? I have seen similar calculations on TrainingPeaks website, but is the method the same (TSS)?

    • No, I don’t really have resources to build a website and I think Strava’s site is quite good, so not sure it would add much value to create a new one.
      For the fitness and fatigue, it’s not using the TSS (Not sure the formula for that), but it’s a simple weighted (distance and HR or power) moving average with different period (long/short) for fitness and fatigue.

  18. I have a Samsung S6 and installed the Connect Mobile app from the Play store. After I hit the Login button after launching the app, I see no user or password boxes and no way to login.

    • ConnectStats is not supported on android, you must have trouble with Garmin own app and should reach out to
      Garmin support. Thanks!

  19. I am doing some training on a Tacx Ergotrainer. It is than synchronzed to strava where the activity is saved as “Indoor Cycling Training”. In connect stats it then appears as “ski sport / Multisport”. But I would to have it as a cycling category so the distance trained is inlcuded in the statistic for cycling

  20. I just download the app and sync successfully with Strava. But only 5 runs are imported. Please I need help from support. At this point this app is useless to me.

  21. Hello,
    I noticed that ConnectStats used to provide Stride Length but it seems that it has now disappeared. I don’t find it neither in the garmin app, anynidea on what is happening ? I have a vivoactive HR. Thanks and long life to this amazing data app.

  22. Connect stats crashes (new) every time I attempt to open it on my iPhone 7+ ios 10.3.2. I have fully updated your product and it stiill happens. Crashes right after data is parsed.

    Grant Willey

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