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Sending a Garmin Folder From a Device to Product Support

Folder(s) requested by Product Support can be sent either by manually copying and compressing the folders or using the Garmin Express™ program to collect the folders, along with other application logs. The Garmin Express software is compatible with either Windows® or Mac® computers. 

Garmin Express software version 7.17.1 or later is necessary to follow these steps. See Updating the Garmin Express Application Software. If you cannot update your Garmin Express program to this version, use the steps under Manually Copying, Compressing, and Sending the Folder(s) .

If your device is not detected by your computer or Garmin Express, see Related .


Using Garmin Express

Select your operating system for the correct steps. To install Garmin Express, see:  How Do I Install Garmin Express Software?

Windows:

  1. Connect device to the computer using the charging cable.

  2. Open Garmin Express.

  3. Select the Help icon Garmin Express Question Mark in the upper right-hand corner.

  4. Select Send Reports.

  5. Enter the code provided by Garmin Product Support.

  6. Agree to the Terms of Use.
    Drop down with check box below highlighted in red border

  7. Select your device from the Include device contents dropdown.
    Device drop down with device in list highlighted by red border

  8. Select Submit.

NOTE: If you receive a "Report Failed to Send" message, you can upload the file that saved to your computer desktop using Secure File Upload. For more details, see:  "Report Failed to Send" Message in Garmin Express


Mac:

  1. Connect device to the computer using the charging cable.

  2. Open Garmin Express.

  3. Select Help in the Apple® menu bar.
    garmin express help in the Apple menu bar

  4. Select Garmin Express Help.

  5. Select Send Reports.

  6. Enter the code provided by Garmin Product Support.

  7. Agree to the Terms of Use.
    Drop down with check box below highlighted in red border

  8. Select your device from the Include device contents dropdown.
    Device drop down with device in list highlighted by red border 

  9. Select Submit.

NOTE: If you receive a "Report Failed to Send" message, you can upload the file that saved to your computer desktop using Secure File Upload. For more details, see:  "Report Failed to Send" Message in Garmin Express



Manually Copying, Compressing, and Sending the Folder(s)


Step 1: Copy & Compress the Garmin Folder

NOTE: Some devices may require you to open Garmin Express and add or sync the device before it will show up as a drive on your computer. For instructions on installing Garmin Express see: How Do I Install Garmin Express Software?


Mac

For the process on a Mac, see: Accessing the Garmin Folder of a Garmin Device on a Mac Computer.


Windows

  1. Connect your Garmin device to the computer using the USB data/charging cable.

  2. Press Windows key + E on the keyboard to open Windows/File Explorer.

    • You may also select the File Explorer icon if it's available on your taskbar File Explorer Icon.


  3. Select This PC (Windows 10 and Windows 11 only).

  4. Open the Garmin drive labeled as your device model.

    • On Select Models, Open the drive labeled Primary or Internal Storage.


  5. Right-click the GARMIN folder and select Copy.

  6. Return to the desktop screen.

  7. Right-click on the desktop and select Paste.

  8. After pasting the folder to your desktop, safely disconnect the device from the computer.

  9. Delete the following files from the copied Garmin folder on the desktop (some devices may not have either of these files).

    • Fitness capable devices only! All .db (data base) files from inside the following folder SQL > Internal

    • Mapping devices only! All .img (disc image) files and the Map folder.


      I Am Unable to Locate .IMG files on My Mapping Device

      If you are unable to find any of the .img files you may have the file extensions hidden and will need to change the setting to show these file extensions.

      1. Select View on the top bar.

      2. Select the image above Options.

         select the image above options

      3. Select View.

      4. Uncheck Hide extensions for known file types.

      5. Select OK.

  10. Right-click the new GARMIN folder on the desktop.

  11. Select Send to (Windows 11 users skip to step 12).

  12. Select Compressed (zipped) folder.

Now that you have copied and compressed the Garmin folder proceed to Step 2: Sending the Garmin Folder to Product Support.


Step 2: Sending the Compressed Garmin Folder to Product Support

Follow the instructions below to send the Garmin folder to Product Support using the Secure File Upload Tool.

Secure File Upload Tool

NOTE: The secure file upload tool has a size limitation of 1200 MB.

  1. Open the following link: Secure File Upload.

    • If you are on a mobile device you may be prompted to complete the security check to access the page.

  2. Enter the email address associated with your Garmin account.

  3. Check the box indicating you have read and agree to the Terms of Use.

  4. Select Continue.

  5. Select Browse Your Device.

  6. Locate and select the file(s) or compressed Garmin folder.

  7. Select Open.

  8. Select Upload.

  9. Confirm you see a message: Success! Your Files Have Been Uploaded.

  10. If you need to add more files choose the Select More Files option.

  11. Once you have uploaded all files, select SUBMIT.

    • If using a mobile device, you may need to scroll toward the bottom of the page to see the Submit option.

  12. Verify that you get the confirmation message that says: Thank you! Your File Submission is Complete.

  13. Send an email back to Product Support to verify we received the files since an automated message is not sent. 



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