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How to fix when a navigation system is not recognised by the Naviextras Toolbox

If the Naviextras Toolbox does not recognise your navigation system, check that your model is supported, your computer can access the connected storage, and your internet connection is working. Follow the steps below to identify and resolve the issue.

1. Check whether your navigation system is supported

Not all navigation systems are compatible with the Naviextras Toolbox.

You can check whether your model is supported here:

View the list of supported navigation systems

If your manufacturer is listed but your exact model is not, your navigation system may not be supported.

2. Check whether your computer recognises the navigation system

Before opening the Toolbox, make sure your computer can access your navigation system or its storage.

If you use an SD card or USB drive:

  1. Connect the SD card or USB drive to your computer.
  2. Open File Explorer on Windows or Finder on macOS.
  3. Check whether the connected drive appears.
  4. Try opening the drive to see its files and folders.

If your computer does not recognise the drive, try reconnecting it or using a different USB port or card reader.

If your navigation system connects directly with a USB cable:

  1. Connect the system to your computer using a USB cable.
  2. Make sure the system is switched on.
  3. If your system has a Mass Storage or USB Storage mode, make sure it is enabled.
  4. Check whether the system appears in File Explorer or Finder.

If your computer cannot access the connected storage, the Toolbox may not be able to recognise it either.

3. Check your internet connection

The Toolbox needs an internet connection to identify your navigation system and check for available updates.

Make sure your computer is connected to the internet and that the connection is stable.

If necessary, restart the Toolbox and try connecting your navigation system again.

4. Check your antivirus and firewall settings

In some cases, antivirus or firewall software may prevent the Toolbox from connecting to Naviextras servers.

If you are using Windows:

  1. Open Windows Security.
  2. Go to Firewall & network protection.
  3. Select Allow an app through firewall.
  4. Check whether the Toolbox is allowed to access the network.

If you use additional antivirus or firewall software, make sure it is not blocking the Toolbox.

Important: We do not recommend disabling your antivirus or firewall protection. Instead, check whether the Toolbox can be added to the list of allowed applications.

Troubleshooting: If your navigation system is still not recognised

If the steps above do not resolve the issue, our support team may need to check the files on your navigation system to confirm compatibility.

5. Find the license folder

The license folder contains information that can help us identify your navigation system.

You can usually find it:

  • In the main directory of your SD card, USB drive, or navigation system's internal storage.
  • Inside a navigation software folder, such as Navigation, MobileNavigator, or Synctool, depending on your model.

If you find the license folder, create a compressed ZIP file using the instructions below.

6. Create a ZIP file of the license folder

On Windows

  1. Open your navigation system's storage in File Explorer.
  2. Find the license folder.
  3. Right-click the folder and select Send to > Compressed (zipped) folder.
  4. A ZIP file will be created, usually named license.zip.
  5. Move the ZIP file to your computer's desktop or another folder on your computer.

On macOS

  1. Open your navigation system's storage in Finder.
  2. Find the license folder.
  3. Right-click or Control-click the folder.
  4. Select Compress "license".
  5. A ZIP file named license.zip will be created.
  6. Move the ZIP file to your desktop or another folder on your Mac.

Important: Do not leave the ZIP file on your SD card, USB drive, or navigation system's internal storage. Keep it on your computer instead.

7. Contact us

If your navigation system is still not recognised, click the Contact us button at the top of the page for further assistance.

Please attach:

  • The license.zip file, if you were able to locate the license folder.
  • A screenshot showing the files and folders on your SD card, USB drive, or internal storage.
  • A screenshot of any error message, if available.
  • A short description of the steps you have already tried.

Please also include the brand and model of your navigation system.

This information will help us identify your system and investigate why the Toolbox does not recognise it.