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FR 620 error device not compatible with garmin express

Former Member over 9 years ago

Garmin 620 firmware 3.3
Express version 4.0.25.0
Windows 8.1 x64

When I try to connect my 620 to the computer I received the error: This device is not compatible with express, please contact customer care.

I already reinstall the express application and did a factory reset to the 620, issue still continue. Still unable to connect. Windows recognize the 620 as an storage device and the Garmin Express find the 620 and give me the serial number but it said it is not compatible with garmin express.

0 EXPRESSCUSTOMERCARE over 9 years ago

jonapv

I checked your account and found a Forerunner 620 that was just associated with your account. I fully registered it to see if that would clear up the compatibility. See if you can add the device to Express now. If not, let us know as we will need more detailed information that what has been provided here.

Lisa

0 Former Member over 9 years ago

No I didnt work, still same issue. I worked with a test I made from my office computer (windows 7, Express V4.0.25.0), But I tried form my personal laptop and from my wife laptop (both windows 8.1 x64 Express version 4.0.25.0) and received the same error in both computers. Garmin Express Fit detected the device and let me configure the wireless, but no luck with garmin express.

0 EXPRESSCUSTOMERCARE over 9 years ago

jonapv

I am sorry for the troubles. An issue has been discovered where Garmin Express will display that message when the computer is set to display certain languages. The Garmin Express team is looking into getting this resolved but if you would like to work around the issue you can change the Region and Language Control Panel to English - United States, add the device to Express, then change it back. Some users have had to uninstall Express, change the language, then reinstall but not all.

Lisa

0 Former Member over 9 years ago

Hi, I double checked and the computer was is English US language and region, Actually is the only language installed in the computer. And still doesn't work.

0 EXPRESSCUSTOMERCARE over 9 years ago

The issue with Garmin Express displaying the message "The device is not compatible with Express. Please contact Customer Care for help." has been resolved. If you continue to have troubles please contact Garmin Product Support by phone so the issue can be more thoroughly investigated.

Curt

0 EXPRESSCUSTOMERCARE over 9 years ago

jonapv

I recommend you completely uninstall Garmin Express Fit. I specifically tested the 620 registered to your account and was able to add it to Garmin Express. If you are working with a device not registered to your account please provide the serial number and I will test that one as well.

Curt