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Garmin Express "We're having trouble retrieving all your purchased content"

I recently purchased a (new) GPSMap 64 and needed better auto-routable maps than TopoActive. I purchased City Navigator North America NT for download.

When I initially went to install through Garmin Express it installed to about 75% and then returned the message "We're having trouble retrieving all your purchased content". I have had this message for over 5 days now. I spent time on Garmin Support (Chat) and tried multiple suggestions. I sent Garmin Express logs and reports with instructions from the chat support - no response (disappointed since the people online seemed helpful and the response was quick).

I have ensured current Garmin Express version 7.16.3.0, updated the GPSMap software, updated TopoActive maps to the current version, removed and re-added my device, chat support added a new purchase, tried different computer/network, signed in/out multiple times, and ensured I can connect to my Garmin account on www.garmin.com and connect.garmin.com. I have clicked refresh many times in the Purchased Product tab.

I have confirmed the order is connected with my GPSr and account through www.garmin.com orders.

I have an Older Garmin device that had City Navigator installed for the EU installed. Garmin Express 'sees' that as a purchased product (but not the one I need).

I would ask for a refund as this product is clearly not working but as it is a downloadable product it is not eligible for a refund (yes I knew this when ordered).

Any suggestions would be really helpful.

0 7504422 over 1 year ago

I have this exact same problem. I've tried uninstalling my maps and reinstalling all resulting in the same error. I am also missing the "map" option in the info tab.

0 JohnfromPA over 1 year ago in reply to 7504422

I'm not familiar with the GPSMap 64 but in the specs for the device I see the following:

4 GB of internal memory and a microSD card slot

I know that with the automotive devices, 4 GB of internal memory is marginal when you add the City Navigator maps. microSD cards are very inexpensive these days, you may even have one from an old device. I would suggest trying a 16 GB card (US$8 to $10) and then checking the installation behavior. Don't attempt to use a card bigger than 32 GB. .

0 Krzemien over 1 year ago in reply to JohnfromPA

What he says:

You can install a microSD^® memory card, up to 32 GB, in the handheld device for additional storage or pre-loaded maps.

www8.garmin.com/.../GUID-F5B820E7-A0D3-409D-A29E-0976D1E2B92C.html

0 7504422 over 1 year ago in reply to 7504422

I have the SD card installed and it's not even half full. The problem is garmin express does not recognize the I have any maps installed.

0 7504422 over 1 year ago in reply to 7504422

It's a 32gb SD card.

0 RJBLOOM over 1 year ago

This happened to me as well after I bought a European map for my Garmin GPSMAP 66i. After I tried various things that didn't work I did the following set of steps that worked. I uninstalled Garmin Connect, uninstalled Garmin Express, reinstalled Garmin Express and readded my device. I also logged in on the Tools and Content tab, Info Tab. One of those actions solved the problem for me. I was then able to install the map on my SD card.