On a Windows PC:

For a Garmin SD card or USB drive:

1. View the contents of the SD card or USB stick and look for the airframe_info.xml and feat_unlk.dat files on the root of the drive.

2. If either of these files don’t appear, click View > Options > Change folder and search options at the top of File Explorer. Select View, then enable Show hidden files, folders, and drives, and uncheck Hide protected operating system files (Recommended). Click OK.

3. While holding the Ctrl key down, click the airframe_info.xml, feat_unlk.dat, and the files/folders for the database(s) that are not loading, or press Ctrl + A to select all files/folders on the drive:

4. After the files/folders are selected, release the Ctrl key and click Share > Zip:

5. This will create a new .zip file on the card.

6. Send the .zip file to Jeppesen Support by attaching it to your support case (max. attachment size is 100MB), or using an alternative method.
7. After sending the .zip file, delete it from the SD card or USB drive, and change the folder and search options to hide protected operating system files (Recommended).

For an Avidyne USB drive:

1. While holding the Ctrl key down, click the files/folders for the database(s) that are not loading, or press Ctrl + A to select all files/folders on the drive:

2. After the files/folders are selected, release the Ctrl key and click Share > Zip:

3. This will create a new .zip file on the card:

4. Send the .zip file to Jeppesen Support by attaching it to your support case (max. attachment size is 100MB), or using an alternative method.
5. After sending the .zip file, delete it from the USB drive.

On a Mac:

For a Garmin SD card or USB stick:

1. View the contents of the SD card or USB stick in Finder and look for the airframe_info.xml and feat_unlk.dat files on the root of the drive.

2. If either of these files don't appear, press "Command" + "Shift" + "." to display hidden files.

3. While holding the "Command" key down, click the airframe_info.xml, feat_unlk.dat, and the files/folders for the database(s) that are not loading, or press "Command" + "A" to select all files/folders on the drive:

4. After the files/folders are selected, release the "Command" key and click Compress from the shortcut menu:

5. This will create an Archive.zip file on the SD card or USB drive:

6. Send the Archive.zip file to Jeppesen Support by attaching it to your support case (max. attachment size is 100MB), or using an alternative method.
7. After sending the Archive.zip file, delete it from the SD card or USB drive.

For an Avidyne USB drive:

1. While viewing the contents of the USB drive in Finder, hold the "Command" key down while clicking the files/folders for the database(s) that are not loading, or press "Command" + "A" to select all files/folders on the drive::

2. After the files/folders are selected, release the "Command" key and click Compress from the shortcut menu:

3. This will create an Archive.zip file on the USB drive:

4. Send the Archive.zip file to Jeppesen Support by attaching it to your support case (max. attachment size is 100MB), or using an alternative method.
5. After sending the Archive.zip file, delete it from the USB drive.