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Greg A.
Greg A., Engineer
Category: GPS
Satisfied Customers: 2470
Experience:  Using & Working with GPS systems for 10+ years
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I have my device plugged into my computer and I am trying to

Customer Question

I have my device plugged into my computer and I am trying to install updates but when I hit continue it doesn't seem to be able to find the device. It is a Nuvi 2689 with a serial number of 3Z2076727.
JA: What model of Nuvi are you using? And can you guesstimate how old it is?
Customer: Model 2689 and it's about 1.5 years old. The software version is 7.70
JA: What happened right before this popped up?
Customer: I'm not sure I understand your question?
JA: What troubleshooting have you tried?
Customer: None
JA: Anything else you want the GPS expert to know before I connect you?
Customer: no
Submitted: 4 months ago.
Category: GPS
Expert:  Michael Hannigan replied 4 months ago.

Hello. My name is Michael. I can help you with your question.

Does the computer recognize the device when you plug it into the usb port?

Customer: replied 4 months ago.
It seemed to when I plugged in because it seem to load an update for garmin.com/express.
Customer: replied 4 months ago.
I also thought the device came with LT when I bought the device.
Expert:  Michael Hannigan replied 4 months ago.

Can you please try downloading the Garmin Express Software at the following page and installing to see if it is a newer version?

http://bitli.es/nPofkh

Customer: replied 4 months ago.
Apparently I am properly updated.
Expert:  Michael Hannigan replied 4 months ago.

Thank you. When you open Garmin Express, do you see the GPS as a connected device?

Customer: replied 4 months ago.
no
Expert:  Michael Hannigan replied 4 months ago.

Next, please try doing a hard reset on the device. There is a video on how to do that here:

https://www.youtube.com/watch?v=vE2AeR7adtY

Expert:  Michael Hannigan replied 4 months ago.

Skip to about 1 minute. You don't have to do the first part with Basecamp.

Customer: replied 4 months ago.
I tried doing the hard reset and it didn't seem to work.
Expert:  Michael Hannigan replied 4 months ago.

Didn't do the reset?

Customer: replied 4 months ago.
Nothing happened when I tried. When I logged on here I was charged $5 and it said that it was fully refundable, is that true? I am pressed for time and may not be able to continue with you unless we come up with a quick resolution.
Expert:  Michael Hannigan replied 4 months ago.

It's fully refundable if we cannot provide you with a solution. If you are not going to want to continue, it would be best to let me know now, since I'm not compensated for my time helping you without finishing and receiving a positive rating.

Customer: replied 4 months ago.
Okay we are done.