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Urgent! Cannot update our GPS map, device not compatible with Garmin Express

Former Member over 6 years ago

Hello,

We just arrived at a port with internet access in Bitung, Indonesia and as our current map ends here, we needed to get a new map to keep going east:
Timor Leste/New Guinea (HXAE006R)
https://buy.garmin.com/en-US/US/p/70590/pn/010-D0332-00#

Our GPS is this model (Pictures attached):
GPSMAP 585
Serial number on the back: 22Q025102
Product page: https://www.garmin.com.sg/products/onthewater/gpsmap585/
Manual: http://download.garmin.com/sg/download/manuals/GPSMAP585_0B.pdf

However after downloading Garmin Express and running it with the sd card in the reader, we have an error message, first the GPS is wrongly identified as:
GPSmap 2108, serial number 1KC001340

And an error pops up saying "This device is not compatible with Express. Please contact customer care"

We have tried contacting customer care by email, no answer..
We tried the chat support, not available for this model..
We have tried calling the number on the screenshot, no answer or wrong number.

Now our departure date is getting very close but we have no sea chart and cannot navigate, so we are getting nervous, please someone, answer us

Marco ciq.forums.garmin.com/.../1421678.jpg ciq.forums.garmin.com/.../1421679.jpg ciq.forums.garmin.com/.../1421680.jpg

0 SUSSAMB over 6 years ago

Very unlikely they'll be someone here who can help as not many with marine devices. Your best bet is to call Garmin product support. You could also try their Facebook or Twitter feed

0 Former Member over 6 years ago

Thanks friend,

As I said however, none of the phone number works or has any answer, if you have other phone numbers, please do tell.

And I already wrote on 3 Facebook pages (Garmin Marine, Garmin Australia, Garmin Taiwan), no answer either :(

So this forum was my last resort

0 SUSSAMB over 6 years ago

You don't have your account set to receive pm messages as Garmin Express Customer Care tried to message you so have messaged me instead. Their comment is:

The link they provided is for the Singapore website. If it is an Asian build unit, it is more than likely that this device won't be compatible with Garmin Express. Typically Asia build units use a different method to update and download maps. They need to keep trying to contact Garmin Asia if that is the case.