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we're having a problem communcating with our servers

Former Member over 9 years ago

hi,

i've recently bought a new Honda car with garmin satnav built in. I've created the update xml file on the unit and install garmin express.
Garmin express seems happy with the xml file in terms of detecting it and the honda specific content.

However, when i try to check for updates, i keep getting "Sorry, we're having a problem communicating with our servers".
I've tested this on a win7 and win10 machine, and also via a 3rd machine on another internet connection but it keeps failing to connect.

what do i need to do to get this working?

0 EXPRESSCUSTOMERCARE over 9 years ago

veehexx

I am sorry you are getting a server error with Garmin Express. We do have an article that adresses these errors. Please use the steps in the article here:
What should I do if I receive a server error while using Garmin Express?

Now, please see if you can update the device. If you still have trouble, you may want to speak with our Auto OEM team. They have knowledge specific to these kinds of devices. Please feel free to contact Product Support and select our Auto OEM team for further assistance.

Again, I am sorry for the trouble you're having.

Dave

0 Former Member over 9 years ago

problem sorted.

there seemed to be a problem on garmin server side.

The logs are at the following two locations..
C:\ProgramData\Garmin\Logs\express\express.log
C:\ProgramData\Garmin\Logs\CoreService\Detailed\CoreServiceDetailed.log

The clue for me was in the CoreServiceDetailed.log - it was showing the standard http server errors; error 500 in my specific case. (5xx errors are typically server side; 4xx errors are typically client side issues)

Forwarding garmin support these two .log files seems to of got their system back up working and am now able to connect, download and update my unit.