BEWARE: READ BEFORE UPGRADING TO 21.19!

I wanted to upload an image, but I can't - probably related to the cloudfront configuration fiasco...

Anyway. I contacted Garmin Customer Support by chat, and I had the shortest, weirdest, most unprofessional, underwhelming, encounter (and believe me, I do have some stories!) Mary, just disconnected the chat in the middle of me explaining myself. She's not listening, rude. I don't have words!!!!!!!!!!!!!

flocsy:I just upgraded to FW 21.19 a few minutes ago. At the "end" it restarted itself, I saw the blue rectangle. Then a few minutes later when I looked at it again I only saw: "Cannot Unlock Maps". And it's stuck there ever since

flocsy:Serial Number: 12345...

Mary:Hello, I will be happy to help! What device do you have and what state are you located in?

flocsy:965

flocsy:Israel

Mary:You will need to contact our Israel support team. Here is a link for their contact information: https://www.garmin.co.il/

flocsy:How does that help?

flocsy:It's in the middle of the night now

flocsy:I have better things to do than to travel 1 hour tomorrow

flocsy:besides I haven't bought it in Israel, will they talk to me?

Mary:Sorry but you will have to contact them

Mary:

Thanks for choosing Garmin. Have a great day!

-Mary

Mary:The conversation has been ended.

WTF? Thank you for Tyreik as well for listening for your customers! I had to chat with 2 agents, and non of them were able to not disconnect the chat before I could tell them I did not buy the watch in the country I reside in at the moment...

flocsy:I just upgraded to FW 21.19 a few minutes ago. At the "end" it restarted itself, I saw the blue rectangle. Then a few minutes later when I looked at it again I only saw: "Cannot Unlock Maps". And it's stuck there ever since

flocsy:fr965

Tyreik:Thank you for contacting Garmin running support. Please provide the email address associated with your Garmin Connect account, the 9-digit serial number located on the back of the watch and your country of residence.

flocsy:Serial Number: 1234...

flocsy: [email protected]

flocsy:Why does it matter where I live?

Tyreik:Thank you, because servicing as well as policy may differ from region to region country to country as we are international company we have to ask this so we can properly assist you or get you to the correct team that can

flocsy:I just downloaded the latest WW (non Asia) firmware.

flocsy:21.19

Tyreik:Given your current issue and your regional location, you will need to contact the following Garmin Team for assistance in your area. I have provided the contact information below to the nearest support staff.

Garmin Israel (IL)

Ronlight Health Ltd
HaKishor 49
Holon
6th floor
Zip code 5886606
Israel

Ph: 00 972 (3) 9520520

Email address:

[email protected]

[email protected]

Website:

http://www.garmin.co.il/

Tyreik:I see your interaction earlier thank you

flocsy:but I have not bought it in Israel

Tyreik:The conversation has been ended.

Thank you for sharing, flocsy🤠. I will keep an eye out for reports of this, and I am sorry to hear about the experiences you had after reaching out to our support team. While the second associate is correct that there are numerous situations where region can limit how much help our North American team may be (any sort of exchange, order, or general stock or warranty inquiry), we do our best to assist customers globally as much as we can in the form of troubleshooting and question answering before it's required to transfer to another team.

Can you please follow the steps from Reinstalling TopoActive, CourseView, and Ski Maps to a Compatible Garmin Watch and let me know if you still see the error message? If you still see it, try a hard reset by holding down the upper left button until the screen goes blank. Then, power it on again and see if the message appears again. Let me know, thank you!

This is crazy! If I knew this "FW upgrade" to 21.19 will "include" a whole night me sitting in front of GE and:

for N = 1 to 8:

- connect my device

- Click on Map Details

- Choose Map #N

- Click on reinstall map

- Wait for it to be downloaded

- Disconnect device

- N=N+1

- start from the beginning

then I wouldn't have done it tonight!

Besides:

- why can't GE download ALL the necessary maps in advance instead of me waiting for it to download them 1 by 1 WHILE the watch has to be connected? Some maps download for more than an hour!

- if we need to reinstall all our maps, then at least provide a 1-click solution!

- I can't upload images to the forum, but I wanted to upload a few screenshots I took, so you'll be able to see the many (and shortly displayed) messages while the watch rebooots

OK, so after redownloading all the maps I also had to update the music library in spotify.

So this was a LOOOOOONG firmware upgrade.

Did "Cannot Unlock Maps" reappear, or did the watch power on like normal afterwards?

on my case, pop up a notification on watch to update. after update about 10 minutes I reboot and I go to update firmware and search for updates, find something,download and install, reboot and voila... everything ok.

but I can imagine have a lot of users maybe go experiencing difficulties on this update.

It's back to normal after I both redownloaded all maps and all music.

After the maps I still had the other error message: Content Expired - Update your downloads to continue offline use