Zumo XT2, Phone Calls and Tread - Reported problem

[jfheath]

If Tread is loaded into the phone and the link has been established with the XT2, then after a phone call has been made or received, it seems that the XT2 hangs on to the BT link so that any of the following may happen:

i) Sound is no longer sent from the XT2 to the BT headset. No navigation instructions, no music, no phone calls.
ii) Phone calls to the rider may not get through - the caller receives a amessage that the line is busy.
iii)Subsequently, after a delay, BT may be disabled completely. Device may or may not then reconnect automatically.
iv) Sometimes, after iii) it seems to be necessary to break all BT connections and re-establish them.

I reported the issue to product.support@garmin.com on Wed 13 Nov 2024 - explaining the issue and stating I had videos of the behaviour - with and without Tread Installed.

Got a reply Fri 15 Nov 2024 asking for the video evidence.

I tidied them up a bit before sending. But not much.

Video 1 Demonstrates the loss of sound after placing a phone call, and the inability to make another phone call - with set up and connected - but not running as an open App.
Video 2 shows similar tests with the App completely removed from the phone


In both videos the XT2 and the phone are shown live. The XT2 is a video camera, the phone is a live link via the USB port to the computer screen.

-------------------

Video 1 - Tread Installed and Connected to the XT2.





Video 2 - Tread completely removed from the phone

[siebe008]

nice and clear.

I think in both cases you disconnect the connection by hanging up the the landline first.
I see the mobile going via hold to disconnect (to me strange) and would not surprise me if Garmin states that is wrong.

What happens it you do the disconnect on Garmin , before hanging up the landline ?
And is fault same is call is made to Garmin (in video call is made from Garmin)

these questions i think Garmin will also ask


regards
Herman

[siebe008]

do you have call waiting service active on you're mobile ?

if yes ,, turn it of and repeat test with tread (and yes even with call waiting service it should work normal !)

in google
samsung a41 call hold

there you find how to (but looking at you're video's , i think that you now to find it you're self).


Herman

[turbo19]

If Tread is loaded into the phone and the link has been established with the XT2, then after a phone call has been made or received, it seems that the XT2 hangs on to the BT link so that any of the following may happen:

i) Sound is no longer sent from the XT2 to the BT headset. No navigation instructions, no music, no phone calls.
ii) Phone calls to the rider may not get through - the caller receives a amessage that the line is busy.
iii)Subsequently, after a delay, BT may be disabled completely. Device may or may not then reconnect automatically.
iv) Sometimes, after iii) it seems to be necessary to break all BT connections and re-establish them.

I reported the issue to product.support@garmin.com on Wed 13 Nov 2024 - explaining the issue and stating I had videos of the behaviour - with and without Tread Installed.

Got a reply Fri 15 Nov 2024 asking for the video evidence.

I tidied them up a bit before sending. But not much.

Video 1 Demonstrates the loss of sound after placing a phone call, and the inability to make another phone call - with set up and connected - but not running as an open App.
Video 2 shows similar tests with the App completely removed from the phone


In both videos the XT2 and the phone are shown live. The XT2 is a video camera, the phone is a live link via the USB port to the computer screen.

-------------------

Video 1 - Tread Installed and Connected to the XT2.





Video 2 - Tread completely removed from the phone

It is very important that all users who have this problem or suspect Bluetooth disconnections send an email to Garmin so they can see that it is a massive problem.

product.support@garmin.com

[turbo19]

do you have call waiting service active on you're mobile ?

if yes ,, turn it of and repeat test with tread (and yes even with call waiting service it should work normal !)

in google
samsung a41 call hold

there you find how to (but looking at you're video's , i think that you now to find it you're self).


Herman

In my case with both a Xiaomi and the new Samsung A55, despite deactivating call waiting, it continues to cut the call after 20-30 seconds with the Tread App activated. For the bug to reproduce, Tread App must be fully installed, and collections must be synchronized in the background.

Thanks anyway Siebe008

[siebe008]

do you have call waiting service active on you're mobile ?

if yes ,, turn it of and repeat test with tread (and yes even with call waiting service it should work normal !)

in google
samsung a41 call hold

there you find how to (but looking at you're video's , i think that you now to find it you're self).


Herman

In my case with both a Xiaomi and the new Samsung A55, despite deactivating call waiting, it continues to cut the call after 20-30 seconds with the Tread App activated. For the bug to reproduce, Tread App must be fully installed, and collections must be synchronized in the background.

Thanks anyway Siebe008

that is a different complaint that what this post is about.
This one is about call is stable but after "hang-up" call looks like Garmin still thinks that the call (on hold) is still there...

[turbo19]

do you have call waiting service active on you're mobile ?

if yes ,, turn it of and repeat test with tread (and yes even with call waiting service it should work normal !)

in google
samsung a41 call hold

there you find how to (but looking at you're video's , i think that you now to find it you're self).


Herman

In my case with both a Xiaomi and the new Samsung A55, despite deactivating call waiting, it continues to cut the call after 20-30 seconds with the Tread App activated. For the bug to reproduce, Tread App must be fully installed, and collections must be synchronized in the background.

Thanks anyway Siebe008

that is a different complaint that what this post is about.
This one is about call is stable but after "hang-up" call looks like Garmin still thinks that the call (on hold) is still there...

Could be. Although I'm not so clear about it. Let me explain:

When I have the Explore content empty on the XT2/Tread App, calls took 5 minutes to drop, sometimes much less. But the more data there is in the Explore cloud, it seems that the bluetooth has more work to synchronize the new data, and that is why it causes the interruptions faster. I know it's not exactly the same bug, but I do think they are related.

Right now I have 520 tracks, 2800 waypoints, and about 20 routes. With this, disconnections occur more often than when there is little data.

They may be different errors.

[jfheath]

nice and clear.

I think in both cases you disconnect the connection by hanging up the the landline first.
I see the mobile going via hold to disconnect (to me strange) and would not surprise me if Garmin states that is wrong.

What happens it you do the disconnect on Garmin , before hanging up the landline ?
And is fault same is call is made to Garmin (in video call is made from Garmin)

these questions i think Garmin will also ask


regards
Herman

Thanks for watching Herman.

The setup that I used was a camera pointing to the XT2 screen and displaying on the screen.
My mobile phone was displayed on the computer screen using a program called ScreenCopy - and a USB cable. Using that I can control the phone from the mouse and keyboard of the computer. What you saw on the left of the screen was the phone display in realt time.
I then ran a screen capture program so that everything could be seen and heard happening live.


In the first video I never dialled out from the landline. I dialled from the mobile using the XT2 Call Home.

I did pick up the home landline phone a couple of times to see if I could get dialling tone. Just in case the line was being held open. In the UK if you dial from a landline and do not hang up at the end - the line stays open. I did a couple of videos doing that, but that created more serious problems because the XT2 didn't recognise when the land line had been disconnected by the caller - even when it had. After about 3 minutes, the XT2 disconnected everything and re-connected.

But in this case, the call was started by me from the smartphone using the XT2 options. It was ended by me disconnecting the landline handset.
I carried out the test in this way specifically to avoid support suggesting that the land line was still connected. No it wasn't.

In any case - when Tread is not working, call from landline / call from mobile / hang up on landline / hangup by mobile / XT2. I didn't show all of those tests in the video, but I told them in the accompanying email. In each of those 4 scenarios both calls ended ok and BT to headset / music / nav instructions returned immediately. Perfect.


I started this thread because I didn't want to hijack the thread about phones disconnecting aprt way through the call. I too think that both are related - but one thing I have learned from talking with product support, you keep a particular problem isolated. If there is something else that could potentially casue the problem, they will (understandably) say that is what it is. In this case there are two usc potential issues. The Headset, and the land line. But I reckon that I have eliminated those as the same test without Tread installed displays no problems at all.

Which is what I expected from my use with the Zumo 595 and the XT1.

I'll check the call waiting issue. But there is no issue witout tread loaded. But I'll check. Cover all of the bases..... No it isn't set up.

[siebe008]

nicely tested !!

and I agreed call waiting function should normally not doing anything with tread.
But it shows from your'e testing that tread does something with the call.

As you already pointed out on garmin is show like call is still there (2minute31 in video) in top right..
And on hang up land-line you see on you're mobile sort CALL ON HOLD before disconnect (1minute55 in video).
That is way I stated call waiting function.. but i any case bad Garmin software (and it can be tread but also tread function in ZumoXT)

debugging can be a real pain it the butt.


but again nicely and completely tested, this should make it easier for Garmin to reproduce and that is a big step in solving a problem.

Herman

[jfheath]

Thanks Herman

Yes - I hadn't noticed that before - but nor would I - normally when I have my mobile in my hand I am not using the house landline.

You can hear the click as I disconnect the call by pressing the botton on the landline handset. Almost instantly the 'Call on Hold' message appears on the phone, and then very quickly disappears. The message disappears, the display with the active call and the red phone button goes very quickly afterwards and the display shwoing the phone call screen with a green button briefly takes its place. So we know that the smartphone has disconnected.

At 2:11 I go back to the map and the side display of the phone call slides into view - saying that there is an active phone call.

I think that is a minor glitch. It doesn't seem to go through the end phone call routine properly if the XT2 doesn't end the call.
(although I think I had problems when I tested it that way as well - I'll have to go back and check).

But yes - I think there is enough there for them to be able to reproduce the same issue.