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Sending Xero Logs from the Garmin Express app to Garmin Product Support

The Garmin Express™ software creates a set of log files on the computer when it is running. These files contain information that will allow Product Support to identify the issue and provide a resolution in a timely manner.

NOTE: The files sent through Garmin Express will not include map files or map images.

The log files may be requested by Product Support when working to resolve an issue.

To Collect Logs From the Computer Using the Garmin Express Program:

Select your platform below to reveal instructions:

Windows

  1. Open Garmin Express program.
  2. Select the Help icon (?) in the upper right-hand corner.
  3. Select Send Reports.
  4. Enter the code provided by Garmin Product Support (Code only valid for 30 days).
  5. Select the checkbox to confirm I have read and agree to the Terms of Use.
  6. Select the Select a Device dropdown and choose your connected Garmin device.
  7. Select Submit.
Let Product Support know when you have completed the steps.

GIF of App Logs - Windows

See "Report Failed to Send" Message in Garmin Express if you receive this error.

If using the Garmin Express program to gather the logs is not an option, see the instructions below to collect logs manually.

Mac

  1. Open Garmin Express program.
  2. Select Help in the menu bar.
  3. Select Garmin Express Help.
  4. Select Send Reports.
  5. Enter the code provided by Garmin Product Support (Code only valid for 30 days).
  6. Select the checkbox to confirm I have read and agree to the Terms of Use.
  7. Select the Select a Device dropdown and choose your connected Garmin device.
  8. Select Submit.
Let Product Support know when you have completed the steps.

GIF of App Logs - Mac

See "Report Failed to Send" Message in Garmin Express if you receive this error.

If using the Garmin Express program to gather the logs is not an option, see the instructions below to collect logs manually.

To Collect Logs Manually:

Select your platform below for instructions:

NOTE: Device information will not appear when logs are collected manually. 

Windows

  1. Connect the Garmin Xero® device to the computer using the USB data/charging cable.
  2. Press the Windows key + E on the keyboard to open Windows file explorer.
  3. Select This PC.
  4. Open the Garmin Drive Labeled as your device model.
  5. If listed, open Internal Storage.
  6. Open the Garmin folder.
  7. Right-click the Garmindevice.xml file and select Copy.
  8. Return to the desktop screen.
  9. Right-click on the desktop and select Paste.

The file can then be provided to Product Support using the Secure File Upload Tool.

Mac

  1. Connect the Garmin Xero® device to the computer using the USB data/charging cable.
  2. Open Finder.
  3. In the menu bar select Go then Computer.
  4. Open the Garmin drive.
  5. Open the Garmin folder.
  6. CTRL + Click the GarminDevice.xml file and select Copy "Garmindevice.xml"
  7. Return to the desktop screen.
  8. CTRL + Click on the desktop and select Paste item.

The file can then be provided to Product Support using the Secure File Upload Tool.

Secure File Upload Tool

You will use the Secure File Upload Tool to send the Garmindevice.xml to Product Support. Follow the instructions below for using Secure File Transfer Tool. 

  1. Open Secure File Upload.
  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 GarminDevice.xml file on your desktop.
  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 Select More Files option.
  11. Once you have uploaded all files, select Submit.
  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.  
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