Frequently Asked Questions
1. Products
For the Garmin IQ Platform there are four different type of products: 1. Watch Faces; these are displayed on the device and enhance the functionality of presenting the time. 2. Data Fields; these present data and information within the main applications of running, cycling etc. We also classify a Data Field+ type which show more graphic displays, but are only available on limited devices 3. Widgets; these are accessible from the device and always available. They are designed to show live information like weather 4. Apps; these are fully functional applications which extend the usage of the watch or provide extra features.
Data Fields are designed to be included in your existing device activities, such as Run or Cycle. To use one of hSoftware's Data Fields, you must customize the Data Screens for that activity. When customizing the Data Screen, types of Data Fields will be organised by type (for example Heart Rate). You can select all of your 'Connect IQ' Data Fields under the folder of this name. For more information, please consult the manual for your device.
Data Fields can be configured inside Garmin Connect on your desktop or smartphone. For a step-by-step guide please refer to this document here
A number of the hSoftware Applications have a configuration menu, so you can customise the App. The configuration is accessed by pressing the 'menu' button on your device. Currently each Garmin device has a different method of activating this menu. The most common are: - Forerunner and Fenix: Holding the Up Button - Vivoactive HR: Holding the right Button - Vivoactive 3 and Venu 2: Holding the Touch Screen
2. Account
Yes. By default your Username is the first part (before the @ symbol) of your email address. If you log into your account, and select Details, your Username can be changed.
3. Cases
Yes. If you are subscribed to a case, you will get updates on any new comments or when the case is completed.
4. Support
When you experience a problem with one of our Applications, especially if you see the !IQ icon, the log files can be great help. To access the log files, you will need to connect your device to a computer using the supplied USB cable. Please only do this, if you feel confident to do so. Once you connect the device to a computer, using a file browser, enter the 'GARMIN' folder and take a copy of the 'ERR_LOG.TXT' file. Then enter the 'GARMIN/APPS/LOGS' folder and take a copy of either the 'CIQ_LOG.TXT' or 'CIQ_LOG.YML'. Once complete, please make sure you safely disconnect your device from the computer. Please email the files to us at the Support Team. Once again, please only complete these steps if you are completely comfortable in doing so, as we cannot be held responsible for any issues caused.
In the event of any issues with our Applications, and when the log files have not provided any additional insight, we may ask for your assistance with a debug version. If you agree to help us, will we provide you with a PRG file, which is specially prepared debug version of the application for your dedicated device. Initially connect your Device to a computer, using the same process as that to capture the log files. To install, connect your device to a computer and copy the PRG file into your 'GARMIN/APPS' folder. Once complete, please create an empty text file called the same name as the PRG file but with the TXT extension in the 'GARMIN/APPS/LOGS' folder. For example 'IQAppMultiSport.PRG' becomes 'IQAppMultiSport.TXT'. Once complete, please make sure you safely disconnect your device from the computer. On the device proceed to use the Application as before, and if it fails, please repeat the process to capture the logs. This time, you should also provide us with a copy of the TXT file you created. When finished with the Debug version, the PRG file can be removed from the device. Once again, please only complete these steps if you are completely comfortable in doing so, as we cannot be held responsible for any issues caused.