Jeppesen Support Portal

Please wait while we load your information.

Please complete the form below to begin a chat session.

Please choose a product.

Please select a product.

Please enter a chat description.

Live Chat

What product or service do you need assistance with?

There are multiple options for support help.

Please select one or check out the page for information.

Contact Name Please enter a contact name

Contact Email Please enter a valid email address

Help Subject Please select a subject

Jeppesen Account Number

Message/Description Please enter a message

Thank you for your email via support.jeppesen.com. Your email has been sent and you will receive a response within 24 hours. Ok

Access is restricted to authenticated users. Please sign in or register to continue.

Access is restricted.

Terms of Use Agreement

Yes, I agree. Let's go
You must agree before proceeding.

No, I do no agree.
You must agree to continue.

Oops, there was a problem

Internet Explorer out of date

Your browser is out of date and not compatible with our website.
Please upgrade to IE 9 or greater, or use an alternate browser, FireFox or Chrome (recommended).

Password Reset

Reset your Customer Support Portal Password by providing the registered email address below.

Enter your email address

Please enter your email address

Case Resolution Details

Help us refine and improve your experience.

Your opinion is important. We want to know how you feel about any part of the Customer Support portal. Please select a smiley that best describes your experience.

Feedback Type

Please make a selection

Support Sign In

Not Registered Yet?

When you register we unlock a richer experience for you with additional content, alert subscriptions, case management, chat and more. Authentication is not currently shared with other Jeppesen sites and products and a separate login is needed for signing in to this portal.

Create New Case

Manage Cases

Dashboard

Favorites

Product Alerts

Analytics

Account Settings

SIGN OUT

Support

Create a Support Case

Services & Subscriptions

Product Alerts

JDM Download Reset Request

Support Quick Guide

Sales

Jeppesen Marketplace

Contact

Live Chat

Contact Sales

Leave Feedback

Services

Jeppesen.com

My.Jeppesen.com

Boeing.com

Boeing Customer Services

Charts database downloaded from JDM fails to load into a Honeywell Primus Elite

Created Date:

Oct 2023

Article ID:

000002958

Version:

Environment:

Avionics System/GPS

Document Type(s):

Troubleshooting

PROBLEM:
A charts database downloaded from JDM fails to load into a Honeywell Primus Elite. The system may immediately report "ERROR" when attempting to load the charts database.

CAUSE/RESOLUTION:
The Primus Elite charts database is formatted differently than other Honeywell avionics. The charts subscription on the account may not be set up for a Primus Elite system.

Contact Jeppesen Sales Support to make sure the subscription is set up for a Primus Elite system.

An alternative is to follow the steps in the Honeywell notice linked below to modify the format of the data prior to loading it into the Primus Elite system:

https://aerospace6.honeywell.com/~/media/aero-fss-content/epicinds/docs/Primus_Elite_IDM_Preprocess-5-2-2018.pdf

Another alternative is to download the ‘Primus Elite Nav and Charts Preprocessed’ database from inds.epicinds.com.

Sign in