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Garmin trouble shooting

A) How Garmin automatic activity tracking works:

  • Your device collects your activity data (e.g. steps and activity minutes) throughout the day.
  • Your device syncs periodically to the Garmin Connect app on your phone.
  • Your Garmin app then syncs periodically to Garmin’s cloud to back up your data and allow it to be accessible from the web and other apps you approve, such as the Cathay app.
  • When there is new activity in Garmin’s cloud, the Cathay app retrieves it automatically and your progress towards daily goals and other eligible activities will increase.

Once new activity information is available in Garmin’s cloud, it may take up to an hour for it to be retrieved by the Cathay app. You can see the last time Cathay app checked for new activity in any of your connected apps and devices by:

acitivity tracking step 1

Click on the "watch" icon on top right corner of the Dashboard.

activity tracking step 2

Click on your "Connected" device.

activity tracking step 3

View the recently synced activity.


B) Troubleshooting:

If your device is not syncing to the Cathay app, you can try the following:

  • First, ensure that your device's operating system and the Cathay app are both up to date.
  • Next, try to manually trigger a sync of your device
  1. Manually trigger a sync of your Garmin device from your Garmin app. Please refer to this Garmin manual page for details. 
  2. Manually trigger the Cathay app to check for new Garmin activity by:

    troubleshoot step 1

    Click on the "watch" icon on top right corner of the Dashboard.

    troubleshoot step 2

    Click on your " Connected" device to check the Last synced time.

    troubleshoot step 3

    Click on the "sync" icon to collect the latest data.


C) Sync error

To disconnect:

Click on the "!" icon on top right corner of the Dashboard.

Click the device which shows “Sync fail”

Click “Disconnect”. Once the device is disconnected, then connect again

To connect again:
After disconnecting, Select the Cathay app > Wellness > Enter “wellness journey”> Click on the “watch” icon on top right and enter “Connect devices or apps” > select a device to connect > click “Connect” to proceed.