Earthmate Messages only received from ''Unknown''

Hi there,

We're running an anti-poaching operation and our InReach Explorer+ are the only method of communication that we have with our rangers out in the field. Since a couple days, all messages received from different teams on our tablet that has Earthmate installed, come in as ''unknown". So we receive the messages they send, but username doesnt pop up. I don't know if this has to do with the firmware but this was recently updated. Hope someone can help.

Cheers,

Oliver

Top Replies

Garmin-Andrew over 4 years ago +2 verified

Hi Oliver, This issue does appear to be related to a mismatched contact list as @twolpert suspected. Contacts do not sync with the Earthmate App, however, so all of the inReach Explorer+ devices would…

All Replies

0 7059875 over 4 years ago in reply to twolpert

Thanks for the help. Let me see if this will indeed work.

We have an enterprise account with about 45 Inreach Explorer+. So I'll try an OTA sync and see what happens.

0 7059875 over 4 years ago in reply to twolpert

Hi twolpert,

Unfortunately after doing the OTA sync, nothing has changed. Did this for all devices. I'm a bit hesitant on doing something else as I don't want to loose communication with all our devices. What would you recommend?

Cheers

0 twolpert over 4 years ago in reply to 7059875

At this point, I got nuthin'. Best bet is to call tech support. I am pretty sure it's an issue with mismatched contact lists. But it could easily be something else that I haven't thought about. Since I don't have an active legacy device with which to test, I don't have any way to jog my memory.

It IS possible that Earthmate does not sync contacts and that a wired sync is required. But that's another thing I can't test

0 7059875 over 4 years ago in reply to twolpert

Ah ok, no worries. Many thanks for your help in any case. Much appreciated. If tech support is able to find the solution, I'll let you know.

Cheers

+1 Garmin-Andrew over 4 years ago

Hi Oliver, This issue does appear to be related to a mismatched contact list as @twolpert suspected. Contacts do not sync with the Earthmate App, however, so all of the inReach Explorer+ devices would need to be synced using the inReach Sync application with a wired connection on a computer. See: Updating inReach Firmware and Syncing Account Changes with inReach Sync. Syncing should correct the issue messages being sent from "Unknown." If it doesn't correct the issue, please contact Product Support so we can work with you directly on this to find a resolution.