Won't connect to computer

[Franck]

Hello all,
I have the exact same trouble.

I can connect my previous GPS 395 with the same USB Cable, same port, everything works fine.
But with my 396, can't see the USB storage anymore.

I factory reseted the 396, same issue.
I tried the MASS storage solution as per @jfheath , same issue
I hold the switch button for 1 min, same issue (when ON, and also when OFF)
I turn it on holding the bottom right corner to do a reset, same issue
I tried with a different USB cable and different port on my laptop, same issue.
I (of course) rebooted my laptop
I turn it OFF and ON several times the GPS, same issue

So, I am running out of solution.
Everything was fine until this morning, I deleted all my favorites, and tried to connect as usual (a couple of minutes before, actually) to do a restore backup, but the GPS internal memory do not shows up on PC, and the GPS 396 not showing on Garmin Express.

[jfheath]

Garmin Express runs in the background, even when you have closed it down. Stop it from doing thar, and from loading at startup, using the options in the gear icon.

Also - try task manager CtrlAltDel. Kill any programs that you think may be trying to use the USB port.

[Franck]

Thanks but it's not that.
I know for years to stop and not start at boot Garmin Express.
I have no other program using the USB port.

As I wrote, I tried with a different laptop (no Garmin softwares installed) and same thing, can't see in file explorer the GPS.

[lkraus]

Since the 395 connects properly using the same cable, PC, and software, I suspect the data pins of the 396 USB port are not making good contact with the cable.

You might try inspecting the port for dust or dirt.

It may also be worth trying different cables. Every USB-C cable I own works with my phone, except one charging cable that does work with my wife's identical phone and other devices.

If you still cannot connect to your PC, it might be time to have the 396 port replaced. PalmDr is often recommended here in the U.S., but you may be able to find a closer repair shop.

[Franck]

Thanks guys for your replies.
I contacted Garmin support, my GPS is 20 days old!

As I mentioned, this is NOT related to laptop nor cable, since:
- I tried with a different laptop, same issue
- I tried with different USB cables, same issue
- I CAN connect my previous Zumo 395 with same laptop, same USB port, same cable, without issue.
- Cleaned with contact cleaner USB cables, both ends, and mini USB port at the back of GPS

We tried factory reset with Garmin support, change storage, connect and keep power button pressed for 30 sec, remove SD card (connect without SD card). They can`t figure what is wrong.
This is not a question to "how to import my favorite" but why the almost brand new GPS can't log on my laptop, as I have done many times before.

[lkraus]

I contacted Garmin support, my GPS is 20 days old!

You have a one year warranty. Invoke it and get a replacement.

[Franck]

This is what I'm doing now. But I have a motorcycle road trip in Baja California, starting this Friday, and need a GOS before this date. I was hoping to fix it before.