I've had only the odd message sent and not received, or not sent at all. Can't explain it? Complex, a lot of variables. I've found that sending from the device messaging directly instead of via bluetooth and the Garmin Express App much more reliable. All I can say is find the 0800 number and call them until you get to a human.. They do get back to you, Aussie support desk. I've had a unit swapped out pretty much close to a year later (another model) that had issues with wireless/not starting up and all good. If you do need to do a full factory reset - make sure you have stuff backed on on Garmin Express.
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