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Richard
Richard, Customer Service
Category: Consumer Electronics
Satisfied Customers: 38587
Experience:  Over 20 years fixing Electronically devices
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I have a eTrex® 20 device and my laptop can't detect it when

Customer Question

Hello,
I have a eTrex® 20 device and my laptop can't detect it when plugged in with a USB cable. I have a Dell Laptop operating with the most recent version of windows.
Thank you
.
Submitted: 1 year ago.
Category: Consumer Electronics
Expert:  Richard replied 1 year ago.

Hi there and welcome

On the other computer, could it be detected on that?

Customer: replied 1 year ago.
No
Expert:  Richard replied 1 year ago.

Thanks

Can you please Remove the charger from the unit and hold the power button to off for 60 seconds.

Release, then connect it to the computer, turn it on and tell me if it is now recognized please.

Let me know the results please

Thank you

Customer: replied 1 year ago.
Hello,I turned off my GPS device for one minute, I released and connected it back to the computer. My device opened when I plugged it to my laptop but I don't see it in windows explorerThank you
Expert:  Richard replied 1 year ago.

ok, it does not show up in Internet Explorer, like new ones do.

You need to use Garmin Express which you can get here

https://www8.garmin.com/support/download_details.jsp?id=5553

You connect and interact with it via this.

Customer: replied 1 year ago.
I have installed Garmin express and it still does not recongnize my GPS
Expert:  Richard replied 1 year ago.

Can you try on a different computer and tell me if it is detected on this please?

Customer: replied 1 year ago.
I tried and it still does not recongnize it
Expert:  Richard replied 1 year ago.

ok, can you connect using a different cable and tell me if it is then recognized please.

Customer: replied 1 year ago.
I don't have another cable.I was able to read my GPS with this cable the last time I used it but it was with a different laptop, less recent
Expert:  Richard replied 1 year ago.

ok, but the GPS is now not working on multiple computers correct?

Customer: replied 1 year ago.
GPS is not working on multiple computer
Expert:  Richard replied 1 year ago.

Thank

We will need to attempt to reset the unit to rule out the firmware as the issue.

This will remove all data then return the device to new.

To do this, please do the following

1. Hold down the MENU + ENTER button at the same time
2. tap the POWER button
3. HOLD MENU + ENTER until you see the dialog on the screen
4. Select yes or no

Complete the setup and then connect it to the computer and tell me please if it is then detected.

Customer: replied 1 year ago.
The reset does not work. the buttons I have on my etrex 20 are the following:on the left hand side:
up and down arrows
Menuabove the screen: a button for scrolling and tapping enteron the right hand side:back button
and
light buttonthank you
Expert:  Richard replied 1 year ago.

are you able to do it like this?

https://www.youtube.com/watch?v=95G3vmhNV_c

Customer: replied 1 year ago.
the reset does not work
Expert:  Richard replied 1 year ago.

Thanks, ***** ***** the issue

It is the internal mainboard that has faulted, we have ruled everything else out

I am really sorry about this and you are going to have to return the unit to have it replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.

I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service by clicking one of the stars at the top of the page, then submit, that would be greatly appreciated.

Thank you