GPS, Garmin 7x5 series devices bricked by firmware update?
By Donald Melanson 
posted June 23rd 2009 2:36PM
posted June 23rd 2009 2:36PM
[Thanks to everyone who sent this in]
Update: Garmin is aware of the issue and is working to fix it. Full response is after the break.
It has come to our attention that the Garmin nüvi 7x5 series has a firmware error that is causing some devices to perform an unprompted GPS software update and in some cases shut down. Garmin is aware of this issue and we are working diligently on a solution. We know our customers rely upon their GPS devices and we apologize for any inconvenience this has caused. Developing quality products always has been and continues to be a priority at Garmin. For regular updates about this issue, please visit www.garmin.com/support.
My 780 is doing fine. I've had it for 10 days.
My 785T got bricked today. This morning on the way to work the unit kept saying "GPS Update Complete" and wouldn't connect with the satellites. Half way to work I just turned the power off and now it will not come back on. Tried connecting it to the computer and nothing.
Garmin support is getting hammered, so I'll try calling them tomorrow.
I have a Garmin 765T. Today, June 23, 2009, while on the road 300 miles from home, the unit started having trouble finding satellites. Then, it just turned off on its own and cratered totally and would not turn back on at all. Totally dead. I bought it new in March 2009. Called Garmin Support while on the road and had to hold 35 minutes to talk to a live person. Once I did get to a live person, however, she was very professional and very helpful. Gave me a RMA# and said to send it in and they will send me a replacement unit. I have found Garmin to be reliable in the past, so this whole thing is strange. Somebody sure goofed up I suspect.
My 755T died this morning 6/23 at the beginning or a road trip. We had to stop at a gas station and buy an old trusty map. Did try calling garmin but was never able to get a hold of tech support. Will try again tomorrow.
My 755T died also. i was going to buy another 755T for my wife. Not sure what I will do now. We just moved to another part of the country.
Mine would not find a signal last night. I simply unplugged it for a few seconds and then it was fine.
How are these units able to update wirelessly? They are not connected to the internet are they?
The "T" models can receive updates from MSN Direct and updated traffic reports (etc). But they do not receive firmware or map updates from Garmin.
They're not updating wirelessly. They're randomly running the firmware updates that are stored in them from the previous update (the update.gcd file).
Does that mean a 765T that has never been updated via a PC won't get bricked?
Add my 765T to the list.
received the update yesterday and then it froze so I powered it off and back on. It got the "update" again and worked for about 30 mins for me to get home. I then used it breifly last night and then again this morning to look at addresses and then it just cut out, and I havent been able to get it back on since. Also I was on hold forever and was not even able to get through to Garmin support so I sent them an email which will prolly take a few weeks to hear back.
765T here (nov. 2008) , no brick, but my latest firmware update is about 2 weeks ago - so I might not be running most current firmware.
Hope Garmin finds the solution quickly.
May not be related but I updated my 750 a week ago and after re-boot it died
Had to send it to Garmin
I would not like to be customer service at Garmin right now, I too have had my Nuvi 755T converted into a BRICK.
Its just a black screen DEAD DEAD DEAD, about as responsive as trying to get through to customer service/support at Garmin
Now I understand a sudden rush of calls but how about some overtime or an evening shift to handle those of us that work and can only call after 5.00pm
Hopefully this will be addressed soon
Sean
Here's a sweet one for little cash (Off Brand But Cool) http://atxelectronics.net/Product.aspx?ProductID=132
Heres a sweet one http://atxelectronics.net/Product.aspx?ProductID=132.
I just updated my 755T ( T for toast ) last week. It worked great for 5 months. It always picked up satellites within a minute or two. Now it fails to acquire a satellite and will update on its own without a PC hookup. One quick temporary fix is to REMOVE power and then plug it back in. This usually gets it working again until it updates on its own again. Shutting it off and on does not work. I just battled this for 600 miles yesterday. Hopefully Garmin will either add a CTRL+ALT+DEL keypad or fix it with software. In the meantime plug OFF and plug ON or wire yourself a kill switch. Maybe an old school hi beam switch on the floor.
Same here. Problems started in the evening of 6/22/09 and continued throughout 6/23/09, until it died about 7:45 pm. I NEED the GPS and spent almost $400, plus another $130 for the dang lifetime map updates. My opinion of Garmin is hanging upon how they respond to this crisis!
My 765T died yesterday 23rd June 2009 in Athens Greece. Same story satellite loss saying "GPS Update Complete" while driving then it went dead (may it rest in peace lol). My cousins In Germany and those of a dozen other friends (not all 765Ts) did too. It seams that the "millenium bug" did hit with a delay of 9 years for Garmin.
Looking for a solution I realized that this problem is global and most likely can only be solved by sending the units back to Garmin. The most annoying part however is that Garmin playing it cool by issuing this very politically correct statement "...Garmin is aware of this issue and we are working diligently on a solution..." as if it is something trivial. I guess they are calculating how many millions this will cost them to replace all those units rendered useless by their fault. Including all the customers they'll loose if going to charge for replacement. And all those they will loose just by them reading all this mess they have created...
I must say, its not good practice to be crossing over a solid white line as the sample picture above shows... :P
Another one to add to the "brick" list. Had my 765T for 25 days. Now replaced with a TomTom 730T.
Alan
Add mine as well. Garmin 755t. Not only did I just spend $69 for the latest map update, but I also now have a $400 paper weight. Someone in Garmin's QA department seriously screwed up here. Unbelievable! I don't even see how I will be able to get someone from Tech Support on the line with this mess. I have been a total supporter of Garmin for many years, so I hope that they will offer a respectable solution. Otherwise - Bye Bye Garmin!
This isn't just the 7x5 series. My 885T got bricked two days ago. I saw a small window pop-up stating a firmware update was applied, then a complete loss of satellite signals. After that, I tried to do the software update. It connected to my PC, updated, and is still locked.
I've spent two hours on the phone waiting to talk to someone with no avail.
My e-mails have not been answered.
If they're making people pay for shipping for something they did to break our GPS's, is this grounds for a lawsuit?
Just talked to tech support. Here's what they said:
1. 7x5 series: They're working on a fix and may have it out this afternoon.
2. 8x5 series: Has just hit their radar with the same issues. They think the problems are related and may have a fix in the next 72 hours.
3. RMA: Call them up and tell them your issue, no matter which model, and get an RMA number. Hold off on shipping for the next few days to see if they can deliver a fix. Otherwise, ship your unit.
Yep, mine 785t has just bricked! This really pisses me off since I need the gps this weekend. This is an epic failure on garmin part.
Looks like they posted an update. I installed it and the issue seems to be resolved. No more "installing update" screen and I was able to acquire satelites. I own a 755T for the record. Good luck to everyone else out there.
Hey everyone! Looks like Garmin has come through with a fix; just in time too! I've posted two links below which speak directly to Garmin's ability to quickly provide a fix for these issues. The issue where the device would read "Updating GPS Firmware" has been resolved with an update to the devices firmware.
According their support site
Question: My nuvi 755T, 765T, 77T or 785T is giving me the message "Updating GPS Firmware" or will no longer power on after receiving this message....
Answer: If your device is repeating the message "Updating GPS firmware" or "GPS Update Complete", a software update is now available for you to update your device to correct this issue. Please use our Webupdater program to install this update onto your device.
Note - the issue where the device will not POWER ON...requires an exchange of the device. Click on the link below for more information.
http://iqc.garmin.com/eCustomer/KODSelfService/request.do?create=kb:garmin&view()=c{4cc88440-603b-11de-73d6-000000000000}
I just updated my 755T - No longer having the issue!
I love my Garmin!
--It appears Garmin is receiving a lot of bad press because of this issue. People have to understand that software / firmware can contain bugs. Bugs can be fixed! How many times have you had issues with your mobile phone or Windows XP? Software updates come out to fix these issues and enhance the product. Garmin has done an excellent job with quickly releasing an update for this issue. I don't recall ever having an issue like this...I've had three different Nuvi's (starting with the Nuvi 350).
Link above was bad...meant to only post "one link" instead of two i mentioned.
http://iqc.garmin.com/eCustomer/KODSelfService/request.do?create=kb:garmin&view()=c%7B4cc88440-603b-11de-73d6-000000000000%7D
Yes, software can have bugs. But you don't sell a multi-hundred dollar device to a consumer, render the device inoperable, then send out an email notification that barely says, "oops," and then tell the consumer that they need to send the unit back for repair out of pocket. At the very minimum, they should offer to pay for shipping both ways. And it's not that I can't afford the cost to ship back the unit, it's really a matter of principle.
I just got into my car today and guess I have the same issue as others. I have the 785. Glad I read this article the other day. It started searching for Satellites and couldn't find any, then it powered off. I haven't been able to power the unit up ever since. This is the first time that I have ever had a problem with any of my Garmin GPS's. All my handheld, hiking units were workhorses and have functioned for years until I either sold them or traded up.
This is my first On the Road Unit that I have owned by Garmin.
Check out Garmin's recent blog post on the issue...
http://garmin.blogs.com/my_weblog/2009/06/ask-garmin-free-mandatory-gps-software-available-now.html
My brand new Nuvi 765T is a brick now... completely dead. Their approach to handling this firmware issue is ridiculous... it will be weeks before I have a working GPS after spending over $400 on it just a few weeks ago?? Either ship us out replacements (and then we'll return ours) or compensate us in some way... I have no faith that this is going to be a quick process having waited on hold on their customer support line for over 45 minutes... weeks ago when their webupdater map update hosed my device back then. They were supposed to send me a DVD of the update and I never got it! The only reason my Nuvi worked for the past few weeks was because I am computer savvy and figured out how to replace the files manually.
What a disaster... completely frustrated with Garmin!!
785T bricked after update online. Wouldn't update from satellites, kept on shutting down after 1% update while driving on 6/22. Then plugged in to USB and updated from Garmin website, unit said update complete, then wouldn't power on the next morning. Sent an e-mail yesterday and again today, no response from Garmin yet. Really unbelievable incompetence!
Garmin's devices do not update "over the air"...the device was going through an update process which made it look like it was being pushed out over the air. There are two known issues (one of which is resolved by the new firmware update released yesterday) - one with the "update" process starting and getting stuck in a loop. The second is where the device will not power own where an exchange is required.
Keep in mind that the impact to Garmin's consumer base was large...so most like they wait time on the phone with Product Support is a direct reflection of the number of customers which had problems.
Pass the word along...the link above takes you to their support site where you can obtain an update for the first issue. I updated mine and I'm good to go!
I have a Nuvi 765T and did not power mine on the last few days July 22-24, thankfully. I received an email notification today from Garmin notifying me of the MANDATORY Software Update! After reading through the update info I tried turning it on to make sure it wasn't bricked and it powered- then started to try and upgrade the firmware by itself, yikes! So I immediately turned the power off and plugged USB port into my computer and it recognized and connected to my PC, then I proceeded to upload the 3.60 Software update using the Garmin Web Updater. It said it could take up to ~50 minutes but it ran very quickly, around 3 minutes.
After the update I unplugged the unit from my PC and let it boot up and it finished installing the update. I went in to check the version info and when I got about half way there another message came up and send the software update was complete. I got to the 'about' screen and verified that it did indeed install Software 3.6 (GPS 2.8, DSP 2.4, Text 3.6, Voice 2.3).
Been running it for 20 minutes and all is good!
I saw a report of someone updating the Software only to have it fail the next time they used it. I've powered down and up a few times and so far so good.
I would recommend that after you install and unplug the USB, let it do it's thing and leave it running for a few minutes after it says finished and see if you get the secondary message saying completed.
My 755T went out yesterday and I took it back to Crutchfield (we are lucky to live where the store is) and they just pulled a new one out of a box and gave it to me. It is still working normally. Should I still try to do the software update???? My husband is about to go on a road trip ALONE and it will be ugly if it dies on the road. Thanks
My 755T died yesterday while on the road. At the time I was touring in a car with co-workers, so it was unexpected and disruptive. It was "acquiring satellites", and is a brick today.
I filled out the online form that Garmin specified this morning, but still have received no email confirmation or RMA number about 8 hours later.
I presume that this problem is probably pretty widespread, probably affecting tens of thousands of units. Everyone has these now, and the units affected were very popular and widely sold in places like Best Buy, Target and Wal-Mart. I suspect the problem will cost millions to resolve and result in brand reputation damage also worth millions - and perhaps tens of millions - in future sales. This will be particularly true when it finally gets into the papers or places like Drudge as a bizarre story of a corporate screw-up, just the kind of thing they like to talk about.
It would have been helpful if the Garmin email had come even a few hours earlier, AND that it clearly instructed the device was not to be even turned on until the update was completed. This would have saved my unit.
Method to disassemble:
1. Remove the two small torx screws on the back of the unit (this is where you need your toolbox of everything!)
2. Run finger round edge, pulling the back off as you can. Try not to pull too hard (don't want to break it) and be aware that the battery and speaker are attached to the back (so don't yank it away when it finally comes off
3. Unplug battery
4. Leave for a second or two
5. Plug battery back in
6. Push back cover on
7. Replaces screws
8. ???
9. Update!
I can't see any warranty stickers, and the build quality is solid (nicely designed as well). So if you don't wanna wait 2 weeks for a warranty replacement (they're gonna do EXACTLY the same thing after shipping it to them), just try the method above. Try not to damage the case, but it *SHOULD* resurrect your device.
Yep, my 755T bricked Wednesday night. I got the "mandatory update" e-mail Thursday morning. Lot of good that did. I went through the web RMA process and it took about 24hours to get an e-mail. Now I have to pay to ship the unit to Garmin and then it will take 2 weeks to get it back. After 35min. on the phone this morning, finally talked to a tech support person and the best they will do is e-mail a UPS tag so I don't pay shipping.
PITIFUL customer service. If Garmin really cared about their customers, they would be cross-shipping units so that you won't have to go 2 weeks without it. At the very least, they should be giving free map updates or free traffic or SOMETHING to try to make up for this huge problem.
I will start shopping for a Tom Tom today.
If you want to try the battery reset procedure, the screwdriver you need is a size T5. You can get it at Sears.
Garmin just launched a new web form where you can request an RMA online. It will actually give you an RMA number immediately where you can send the faulty device in right away.
This will be quicker than calling since so many people are calling them now.
my.garmin.com/mygarmin/nuvi7x5RMA
Update - use the following link below to request an RMA for return of your device if it won't power own.
Garmin Support Article: http://iqc.garmin.com/eCustomer/KODSelfService/request.do?create=kb:garmin&view()=c{dc1fbbc0-6187-11de-69a8-000000000000}
nüvi® 755T, 765T, 775T and 785T RMA Request for U.S. Customers - https://my.garmin.com/mygarmin/nuvi7x5RMA.faces
Donald Rull, apply your method and my 765T GPS revived. Thank you!!!!!!!
Method to disassemble:
1. Remove the two small torx screws on the back of the unit (this is where you need your toolbox of everything!)
2. Run finger round edge, pulling the back off as you can. Try not to pull too hard (don't want to break it) and be aware that the battery and speaker are attached to the back (so don't yank it away when it finally comes off
3. Unplug battery
4. Leave for a second or two
5. Plug battery back in
6. Push back cover on
7. Replaces screws
8. ???
9. Update!
I also just tried the youtube solution and it worked in seconds. Thank you so much for the help. Everyone I highly advise you to do it. It is so simple to do and works with no problem. What's funny or not I guess, is Garmin is probably doing the exact same fix to get the units they receive to power up and installing the update and sending them back. I guess the option is do it yourself and take 5 to 10 minutes and have it working or send it to Garmin and get it back working in a month. Easy choice for me.
My Nuvi went down June 3/09 and I still have no new unit. I will start a class action against Garmin. My unit was 3 weeks old and they wanted to give me a refurbished unit. My unit is on Backorder and I need it to do do my work on a thesis. I you are interested in Knocking on the door of the Giant. Contact me. Thanks Bill S
Mine bricked also. I didn't use it for a few weeks, so mine just happened this week. I returned it to BestBuy as it was only 3 months into it's life with me. Anyone know what I can do at best buy to tell them to give me a different model? or is this not going to happen again or? any ideas? this must have cost them a bundle..... this is why you don't outsource your coders to India
Mine bricked also. I didn't use it for a few weeks, so mine just
happened this week. I returned it to BestBuy as it was only 3 months
into it's life with me. Anyone know what I can do at best buy to
tell them to give me a different model? or is this not going to
happen again or? any ideas? this must have cost them a bundle.....
this is why you don't outsource your coders to India