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Sync Problems

7916164
over 3 years ago

I have Routes that I have have mapped out on the explore.garmin website but I am unable to sync with my inreach explorer plus. When I run the inreach sync I get "Error Unknow Device xxxxxx" The Device number matches the numbers on my inreach explorer +, as well as my explore garmin website and my Earthmate App which gives me the same error when I try to sync. I have not tried to sync in over a year.

  • 0 over 3 years ago

    First thing to do is to make SURE that you have the correct login credentials in both the desktop sync program and Earthmate. The desktop sync program now tries to check for firmware updates BEFORE logging in with any saved credentials. Either way, if you have saved credentials, log out and log in again with known good credentials (for the account to which the device is attached).

    Earthmate has a know bug whereby it sometimes appears to forget the saved credentials on startup, at least on iOS. Immediately after startup, check the Account & Sync page. If the credentials are blank, swipe the app closed and launch it again. Recheck, but chances are that the saved credentials are there now. Either way, re-enter known good credentials here as well.

    If you have good credentials and it still does not work:

    As far as the desktop sync program goes, the first step is to try deleting all cookies and saved content from all Garmin sites. If your browser does not allow you to delete things selectively by site, you can nuke ALL your cookies. But that's a pretty big hammer. The idea is to avoid stale cookies and saved content. You can also use a different browser not previously used with desktop sync. That eliminates the issue of stale cookies. Uninstall and reinstall the desktop sync program. Try again.

    For Earthmate, uninstall the app and re-install the latest version (not that it changes much). You will have to reenter your credentials. Try again.

  • 0 over 3 years ago

    I deleted all cookies, deleted and reinstalled the desktop inreach sync, and I still get the error code. I also logged out and logged back in. Still no luck.

  • 0 over 3 years ago in reply to 7916164

    For the wired sync, try a different cable if you have one. I didn't mention it originally because you reported identical symptoms with sync via app, which does not involve the cable.

    For the wired sync, you might be able to tell something from the sync log file, which you will find here:

    C:\ProgramData\Garmin\inReachSync

    It's not really intended for consumption by mere mortals, but it is a text file and there is sometimes useful information. If you open a support ticket, they might want to see it anyway. Pay attention to the time stamps since the log is cumulative.

    Other than that, I have nothing else. You're probably going to have to open a support ticket