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Dezl 560LMT Not recognised by Express

LostSoul1981 over 9 years ago

I bought a referbed Dezl 560LMT not too long ago for work as a lorry driver.
It all connected to my Macbook Pro(running El Capitan v.10.11.4) fine and the initial updates installed without issue.
I noticed an alert yesterday evening informing me of an update for the device. However, upon plugging it in this morning my MBP recognises the 560LMT, but express does not.
It just shows the device with a greyed out dot and the message "not connected".

How can I resolve this issue?

0 EXPRESSCUSTOMERCARE over 9 years ago

LostSoul1981

I am sorry that you are having trouble. Please try the steps in the FAQ Why is my Garmin mass storage device not communicating with Garmin Mac applications?

If you are still having trouble, it would be best to contact Product Support by phone.

Jason

0 LostSoul1981 over 9 years ago

I've yet to contact product support, but I've realised something.
Could there be a compatibility issue between the latest version of Garmin Express and the latest version of of OSX El Capitan, as I'd updated my MacBook on 23rd March, the day before I experienced issues with connecting my Dezl 560LMT.

0 EXPRESSCUSTOMERCARE over 9 years ago

LostSoul1981

The latest version of Garmin Express, 4.1.18.0, is fully compatible with the current Mac OS X 10.11.4. I am running it myself on my iMac with no problems.

Lisa

0 EXPRESSCUSTOMERCARE over 9 years ago

LostSoul1981

I am sorry that you are still having trouble. I have not heard of any other reports of this so I doubt it is a problem with the latest version of OS X. There is one other step that you can try if you haven't already. Try removing and re-adding the device in Garmin Express:

Open Express
Select your device
Click Tools
Click Remove Device
Remove the check fromDelete backed up files too
Click Remove Device
Connect your device to your Mac
Click Add a Device
Follow the on-screen prompts to add the device

Jason

0 LostSoul1981 over 9 years ago

Hi Jason
Unfortunately your suggestion wouldn't have helped as the Garmin Express app wasn't recognising my device even though my MacBook was.
However, I have not long got off the phone to Customer Support who have helped me resolve this issue.
It turned out that the solution was the removal of a file called "GarminDevice.xml" when looking at the device through Finder as if it were a removable storage device.
My device has now been recognised once more by the Garmin Express app and is currently downloading updates.
Perhaps this step could be added to the help section?
The steps were;
Open the Garmin device from Finder(it should appear as a removable storage device)
Open the folder called Garmin
Locate the file called GarminDevice.xml and delete it
Eject and unplug the device, then reconnect it and open Garmin Express
The device should now appear in the app

I hope this helps anyone else having similar issues.