Fitrockr App – Trouble Shooting Guide
If you are experiencing Fitrockr app pairing or syncing issues with a Garmin device, follow below trouble shooting instructions.
Download latest Fitrockr Hub/Live app version
Check whether you have installed the latest Fitrockr app. To do so, go to the Play or App store, search for the app that you are using and check whether an update is available.
Make sure to download the correct app! We have multiple apps on the store with the name “Fitrockr”.
Upgrade firmware of Garmin Device
Garmin devices are frequently shipped with an old firmware version which will cause a lot of troubles such as pairing issues or wrong data collections. It is most important to update all devices to the latest firmware after unboxing.
To upgrade the Garmin device to the latest firmware, follow these steps:
- download and install the Garmin Updater tool on your computer. Do not get confused that the website is in German. The tool will be in English.
- connect your Garmin device via USB cable to your computer.
- Garmin device should appear in the Garmin Updater tool.
- download firmware, if available.
- unplug Garmin device from USB cable.
- confirm software installation on Garmin device.
If Garmin device is not recognized by your computer or the Garmin Updater tool, try the following:
– set Garmin device to USB mode (see device settings)
– try an alternative computer
If this does not work and Garmin device is still not recognized, conduct the following steps:
- install Garmin Express on your computer.
- connect your Garmin device via USB cable to your computer.
- Garmin device should appear in the Garmin Express tool.
- download firmware, if available.
- unplug Garmin device from USB cable.
- confirm software installation on Garmin device.
- install Garmin Connect app on your smartphone.
- pair Garmin device via Garmin Connect.
- in Garmin Connect, click on device > select System > select Software Update > Check for Updates.
- after the software update, delete Garmin Connect app from your smartphone (unless your sync scenario is via Garmin Connect).
- remove Garmin device from the Bluetooth device list on your smartphone.
- factory reset Garmin device.
- try to pair Garmin device with Fitrockr Hub app.
Activate Bluetooth pairing mode on Garmin device
Sometimes a Garmin device needs to activate Bluetooth pairing mode to get paired.
See below screenshots to follow after your have performed a device factory reset.
Do not get confused if the device asks for Garmin Connect to be downloaded or connected. The Fitrockr Hub app acts as a replacement for Garmin Connect.
Above images are taking from a Venu Sq. Other device models may have different screens or flow to activate Bluetooth pairing.
If Garmin device was not factory reset, Bluetooth pairing can be enabled in its system settings.
Disconnect Garmin Device from other smartphones/tablets
Garmin device cannot be paired with any other smartphone or tablet while using the Fitrockr Hub app. If you paired it with another smartphone or tablet before, you need to either remove Bluetooth connections from the smartphone/tablet’s settings or conduct a factory reset of your Garmin device. Tip: Google “factory reset {your Garmin device model}” and you will find instructions on how to conduct a factory reset.
Remove “Garmin Connect” app from smartphones/tablets
The Fitrockr Hub/Live app does not work in parallel with the “Garmin Connect” app. Please ensure that “Garmin Connect” is not installed on the same smartphone/tablet as the Fitrockr Hub.
Factory Reset the Garmin Device
Conduct a factory reset of your Garmin device. If data was collected with the device and not yet synced, connect Garmin device to your laptop with its USB charging cable. The Garmin device will appear as a USB drive on your Windows Explorer / Mac Finder. Copy the Garmin folder on the device to your hard drive. This folder can be uploaded to the Fitrockr user profile, see https://www.fitrockr.com/help-center/upload-fit-files/
Tip: Google “factory reset {your Garmin device model}” and you will find instructions on how to conduct a factory reset.
Check Fitrockr Hub app authorizations
During Fitrockr Hub app installation you will be asked to grant a few authorizations. All requests must be approved to make the app work. You can either check the authorization settings of the Fitrockr Hub app in your Android/iOS Settings or if you do not know how to do this, reinstall the Fitrockr Hub app and ensure that you approve all requests.
Restart smartphone or tablet
The Bluetooth component on your smartphone or tablet may require a cache reset. To do so, restart your smartphone or tablet.
Restart Garmin device
Turn off Garmin device and turn it back on. To do so, hold the power button until device shuts down. To turn it back on, click the power button.
Check tablet compatibility
If you are using the multi-sync feature on a tablet, check whether your tablet is a compatible tablet for this scenario.
Clean up Bluetooh device list
If you are using the multi-sync feature on a tablet, check this information on Bluetooth device clean up: https://www.fitrockr.com/help-center/trouble-shoot-syncing-issues-for-multi-device-sync-multi-sync/
Disconnect from power
Make sure that Garmin device is not connected to power as this may influence the device behaviour during pairing or syncing.