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Basecamp Issue - Error when connecting [Basecamp 4.7.4 - Fenix 7X Solar 11.28]

TenStopardi
over 1 year ago

Hi,

I have just connected my Fenix 7X Solar (11.28) to PC.

When i open Basecamp 4.7.4, i got this message:

Then i see this map loading (in red):

but it not appears in the list.

EDIT:

while the red bar progress, it says:

Maps list results:

Now i can't upload or download anything using Basecamp.

What happened?

How can i solve?

Previuos in February, last time i connected my Fenix 7x Solar (last 10.x firmware) i had no issues.

Thanks a lot for helping me.

UPDATE 1:

  • Contacted support (name L*).
  • He said delete gmap files then express will restore them.
  • I deleted it AND EXPRESS NOT REINSTALLED IT.
  • L* not send me a recover copy of the file that he told me to delete.
  • (Knowing how poor support is, i moved to desktop and no deleted them. so i restored them in the phone)
  • Uninstalled and reinstalled Basecamp. Problem persist

UPDATE 2:

  • Contacted support (Steven).
  • They can't send the map file.
  • So: Garmin put a basemap in a watch and there is nothing to recover.
  • Express not reinstall it, support not send it.

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  • 0 over 1 year ago in reply to Erik T7

    i suggest you to connect to pc (express closed, basecamp closed) and backup all files and folder on you pc.

    I did it in the past for my old epix1 and it saved my life one time.

    I sadly forgot to do it on fenix 7Xs.

  • 0 over 1 year ago

     

    which whatch do you own?

    error loading the gmapbmap file?

  • 0 over 1 year ago in reply to TenStopardi

    I have confirmed on our end that when you worked with Outdoor Product Support, a new case was created for your issue that will go to the Basecamp Developer team. At the moment, you are the only report worldwide that has reached out to Support.

    If anyone else also has an issue with Basecamp, please reach out to Outdoor Product Support in your region.

  • 0 over 1 year ago in reply to Garmin - Chris

    I'm stuck in this situation then?

    Garmin put a basemap (that seems to be fundamental for basecamp) in a watch and there is no way to recover it.

    Support suggest to delete it too.

    Express not reinstall it, support not send a backup.

    It seems not a good job from Garmin.

    If i'll be the one, what should i do?

    Send back the watch a call for a refund because Garmin not send recover backup of files that Garmin put in its watches, because there is not any recover system?

  • 0 over 1 year ago in reply to TenStopardi

    I am sorry you have an issue. A Basecamp issue is complicated and seldom straight forward in the cause. Taking your provided details into account, it is impossible to point to your cause.

    There are multiple components to receiving your error:

    - Internal corruption on your watch and/or the new software v11.28 update just received.

    - The Basecamp software and it's current v4.74 update.

    - Your Windows 10 computer can have a wide variety of issues that will cause the error. IE: Malware, viruses, .NET Framework issues, your anti-virus and/or security software, etc. etc.

    The most efficient way for you to get closer to the cause to be able to use Basecamp again on your computer, is to try any other computer to see what the results are. Depending on the result, you should be able to narrow down the cause and get closer to resolving the issue.

  • 0 over 1 year ago in reply to Garmin - Chris
    • Since last time i connected to PC (early february) watch worked good (last 10.x and autoupdated 11.28 firmware) in standby and recording activity.
    • Basecamp last version is from 2021 so it didn't change.
    • Basecamp and Windows work well with my other 3 Garmin stuff. today as yesterday as any other day.

    THE VERY POOR THING IS THAT SUPPORT SAID ME:

    1. DELETE GMAPGMAP.IMG FILE AND EXPRESS WILL REINSTALL IT.
    2. I DELETE IT
    3. EXPRESS NO REINSTALL IT
    4. SUPPORT NOT RECOVER FILES THAT SUPPORT ITSELF SAYS TO DELETE.

    HOW CAN I TRUST TO GARMIN?

    I asked a way to force reinstall of the firmware - Answer: not possible.

    I asked a copy to the whole Garmin folder to overwrite - Answer: not possible.

    What is possible to solve the problem?

  • 0 over 1 year ago in reply to TenStopardi

    I am sorry if a support agent made a mistake. When a mistake is made working with you through Chat Support or Call Support etc, it will be on record to confirm the mistake was made.

    Please reach out to your regional Outdoor Product Support to have your watch warranty exchanged if you were told to delete your watch "gmapbmap.img" file.

    Edited to note: The file should not be deleted. In this instance, Garmin Express did not provide the Basemap back to the device.

  • 0 over 1 year ago in reply to Garmin - Chris

    IT IS SIMPLY ABSURD THAT SUPPORT SAYS TO DELETE A FILE THAT MUST NOT BE DELETED.

    IT'S NOT A MISTAKE. THIS CAN NOT BE CALLED A MISTAKE. THIS IS NOT DOING THE JOB.

    THERE IS NO RECOVER SYSTEM. NOT BY EXPRESS, NOT BY SUPPORT, IMPOSSIBLE TO FORCE REINSTALL FIRMWARE IN SOME WAY.

    IT IS UNSANE THAT I HAVE TO CALL WARRANTY FOR THIS HOPING IN A GOOD END.

    ACTUALLY; I HOPE TO BE CONTACTED SOON BY GARMIN OR GARMIN ITALY TO SOLVE THE ISSUE OR REPLACE THE WATCH.

  • 0 over 1 year ago in reply to TenStopardi

    Using all capitals in our forums is the equivalent of yelling at me when I am helping you. My sincere apologies a mistake was made by Product Support.

    Please reach out to Italy Product Support. You will not have an issue warranty replacing your watch.

    If you need to discuss this issue further, you are welcome to highlight my name and send me a Private Message. Thank you.

    Please note: I have sent you a proactive direct Private Message. You will see an envelope on the top right corner when you are signed into our forums.