Resolving Common issues with SatSync on Mac



Common issue with SatSync and File Converter on Mac Resolved.

First please select the program that you are experiencing problems with from the list below;

SatSync

SatSync

With all SatSync issues the first thing we recommend is to disconnect the Satmap GPS device from the computer, then uninstall the current version of SatSync by dragging the application to the trash folder, and to re-install by re-downloading the installer using the instructions from our website: https://satmap.com/mac-satsync-install . Make sure to follow the correct instructions for the operating system you are running. Then reboot the computer and try again.

Make sure the Satmap GPS device is turned on and working first before connecting via the USB cable and we recommend allowing up to 10 minutes to test the connection. If that fails to work we then recommend trying a new USB cable and USB port if they are available.

However if this fails to resolve the issue please select the following link that best explains the fault you are experiencing.

SatSync will not open, or crashes during operation.

If re-installing the SatSync program fails to resolve the issue please visit our all other faults section.

SatSync will not detect the device

For this section we need to know which operating system you are running, and therefore please select your OS from the list below;

10.5 (Leopard) - 10.7 (Lion)

The versions of SatSync suitable for use on these versions of operating system are only available to run in 32-bit mode. Depending on the type of Mac computer you own this may be the default, however on some machines this will be 64-bit mode and therefore the SatSync program will run, but the device will not be detected.

Finding which version your OS is running

The bit version of your operating system can be determined by selecting ‘the apple’ > ‘about this mac’ > ‘more info’ > ‘system report’ then selecting the ‘software’ heading from the left hand column, which in the right hand column should show the ‘system software overview’ menu. In this menu there should be an option that says ’32 bit kernel and extensions’ – if this was ‘yes’ the 32-bit mode is already running, if it says ‘no’ you will need to restart your Mac in 32-bit mode.

Restarting your Mac in 32-bit mode

To complete this process you will need to restart the mac via ‘the apple’ > ‘restart’ and allow the boot down to complete. Once the reboot has started hold down both the number ‘3’ and ‘2’ keys until the homescreen is visible. We would then recommend checking this procedure has completed correctly using the instructions above. If done correctly this should allow the device to be recognised. In order to boot the device back into 64-bit mode simply restart the Mac as normal.
If this fails to work please proceed to the next step

10.8 (Mountain Lion) - 10.11 (El Capitan)

The most likely reason the device is not being recognised on these operating system is that the additional driver has not been installed, or that the Mac has not been restarted since that installation of this driver. This is required for all 64-bit only operating systems. Therefore please visit our website and download the 64-bit SatSync installer package of which the installer for both SatSync and the driver update are included: https://satmap.com/mac-satsync-install. Once these are both installed please restart the mac and allow up to 10 minutes for a connection to be made.
If this fails to work please proceed to the next step

10.13.x High Sierra

With High Sierra, for some users you may find your system is blocking SatSYNC with their security features causing SatSYNC not to install properly. On the Mac, please go to System Preferences -> Security & Privacy and choose the General Tab then keep this window open whilst re-installing SatSYNC. You should notice during the process of installing and running SatSYNC, an option to allow SatSYNC appears in the Security&Privacy window. Please make sure to allow SatSYNC.

Is the Satmap GPS device begin detected by my mac?

If this does not work then it would need to be determined if the Mac is detecting the Satmap GPS device via the USB port. This can be confirmed via ‘the apple’ > ‘about this mac’ > ‘system report’ > and selecting ‘UBB’ under the ‘hardware’ submenu which should then display a list of available devices via USB similar to the image below;

Click the image to view larger copy

The Satmap GPS device was not detected

This would usually indicate an issue with the device, or the hardware connecting it. Our first recommendation would be to use an alternative USB cable and USB port on the computer. Please also remove and replace the battery in the device to reset the device and try again. If this fails to allow the device to be recognised by the Mac there is most likely a hardware failure of the device and therefore you would need to return the device to us for repair and for instructions on how to complete this process please visit our repairs and returns page.

The Satmap GPS device was detected successfully

This would usually indicate an issue with the drivers that support the Satmap GPS device and therefore we would recommend that SatSync and the driver package are re-installed. However if this process has already been completed please also remove and replace the battery in the device to reset the device and try again.
However if a re-installation does not resolve the issue please see the ‘all other faults’ section of our guide.

All other faults

If the information in the other sections of this guide have not been able to resolve the issue we would recommend contacting our technical support team via email (techsupport@satmap.com) making sure to include the following information;

  • Your operating system
  • Your SatSync version – this can be confirmed by opening SatSync, selecting ‘help’, and ‘about Satmap SatSync’
  • Your GPS device software version – this can be confirmed on the device via the main menu > settings > about (and include the platform number in brackets).
  • A description of the fault
  • If possible an image of the fault in progress
  • Depending on the nature of the fault there might be an exceptions report generated and placed on your desktop. If this is the case this will provide us with useful information regarding the fault and therefore please attach this with your e-mail.

File Converter

File Converter

We are aware of an issue running the File Converter on the Mavericks (10.9), Yosemite (10.10) and El Capitan (10.11) OSX Versions and we are working to resolve the issue .GPX files can be converted to .MAP files by dragging and dropping the file onto the Active10 via SatSync and the conversion is completed automatically, however if you need to convert any other files we are happy for them to be sent to us to complete this process in the meantime, and please send them to techsupport@satmap.com