Tech Support [Archive] - PDA street forums

ssaibal

08-21-2003, 01:04 PM

I have had mixed experience with Garmin tech support so far...the first one was wonderful about which I have already posted a thread earlier in this forum. Now see the communication below on my second interaction.......

Hi J.Knowles,

I already had the update for Mapsource 5.0 downloaded.
And the City Select maps that came with iQue are v5.x
already. However, the Topo is only 3.02.

Anyway since your reply was not prompt enough, I took
the advice of other users in pdastreet.com forum for
iQue-3600. I reinstalled ALL the s/w from scratch and
it became OK.

I had already verified that I had no issue with space
on my SD card as I clearly indicated in my report and
the reason behind that conclusion.

I would appreciate a tech support response that is
specific and not a response that is more like a
machine generated response. I was delighted by an
earlier response from a Cartography problem within 1
hr a few days back and the response was right on the
money. I am very disappointed with the current
response.

Thanks & regards,

Saibal.

--- TechSupp <techsupp@garmin.com> wrote:
Thank you for contacting GARMIN International, The reason that the maps are not loading is because you do not have enough room. If you have maps loaded onto your SD and you want to add a few more you will need to load only the new maps. If you have (in your case) 112 map totaling 164 and you want to add Topo the Palm desk top will try and load all the maps you have and the 256SD card is not large enough. You will need to delete the 112 maps from the maps going over and only select the Topo maps. They should go over after you have done this.

As for the software not seeing you iQue, you will need to update
your Map Source operating software to 5.0 in order to transfer maps over. Please keep in mind that the iQue does not have the
ability to transfer waypoints, routes and track log information to the PC or from the PC to the unit. This is something that our engineers are working on and right now there is no ETA on if/when it will be available. If our engineers are able to get the software worked out to allow the transferring of waypoints,
routes and track log information back and forth from the unit to the PC we will post the software update free from our website
@http://www.garmin.com/support/download.jsp .

Following are the steps to update MapSource on your
computer:
1. Go to GARMIN website at www.garmin.com , click on 'Software Updates'.
2. This will display a list of all the products, click on MapSource version 5.0.
3. Agreeing to the license agreement will take you to the download page.
4. Click on download (this page also gives directions for the download).
5. Save this to a folder easy to locate again (i.e. Desktop, My Documents).
6. Go to the folder the download is saved to and double click on the downloaded file, this will start to execute this file.
7. Click on 'ok' to select English as the language.
8. Click on 'next' to continue and then 'yes' to agree to the software agreement.
9. It will now display 'update complete', you may put a check in 'run Map Source now' and click finish, this will pull up a new Map Source window and the update is complete.
** NOTE... to check the version of Map Source you
are running or to verify the update was complete...in Map Source,
click on HELP and ABOUT MAP SOURCE, this will display the version below the Map Source title. **

I would also recommend downloading a new copy of the Map Source manual from our website at -->>
http://www.garmin.com/cartography/mapSource/manual.html

Best regards,
J. Knowles
Product Support Specialist
Garmin International
1200 E. 151st ST
Olathe, KS 66062
1-800-800-1020
1-913-397-8200
Fax 1-913-397-0836
http://www.garmin.com

-----Original Message-----
From: ssaibal@yahoo.com [mailto:ssaibal@yahoo.com]
Sent: Tuesday, August 19, 2003 1:47 AM
To: techsupp@garmin.com
Subject: Technical Support Form - Error: e-mail routing not found for iQue 3600

Question #: 866
Garmin Product: iQue 3600
Software Version: 521r

Problem: First the OS ver is 5.2.1r1 (your field above
doesn't accept so many characters).

Problem-1: I have installed 112 maps totalling 162MB using Map Install under Palm Desktop and it built the map image successfully 2 days back and I was able to load it on iQue and use it. Today, I got my Mapsource US Topo and I tried
installing it. It went thru a few stumbles and then installed only a "Typical" version. After that I selected Topo-West from the Map Install and tried adding about 5 maps totalling about 2MB. This is besides the 112 maps totalling 162MB from NA City Select. After a long time building the maps, it came out with the error - "Map set too large. Please reduce the map set.". Currently I have 32MB
free space on my 256MB Sandisk SD card. Also, I had taken care to ensure I had correctly selected "SD card" instead of Internal
Memory. To tease out the problem, I rebooted my laptop, used the old mapset (112 maps from NA City Select) and tried to re!
build. It came up with the same error. Has the installation of the Topo s/w screwed up my environment ?

Problem-2: During the installation of US Topo, it checks for the GPS. Though my iQue was on the cradle and it was working with Hotsync prior and after the install, Topo install couldn't find the GPS. So, I selected "do not check for GPS" and then it gave only the option of "Typical" install which takes 15MB space. Why didn't it allow "Full" installation ? Also, why didn't it recognize the iQue ? I purchased this software last week from one of your authorised
dealer (whose service I am extremely pleased with). I wasn't advised that it is not supposed to work with iQue (if that is the case). Last week I had a chance to send an error report to your Cartography tech support and I got such a quick response that it was unbelievable. I am very pleased with Garmin so far (first experience). Great product!

Thanks & regards, Saibal.