NPlus Troubleshooting

The  application uses your internet connection, the USB connection, and an Operating System component of your PC/Mac to manage communications with your sat nav or memory card, so it can transfer the latest product versions successfully.

Depending on the data to be transferred, the update may take several hours. A break in the connection may generate data integrity problems, so make sure the connection is stable enough.

If your situation is not described below, or if none of these troubleshooting steps work for you, feel free to reach our Technical Support

Troubleshooting  Errors

1. Possible anomalies when starting NPlus for the first time
   1. Unknown error. Please check your internet connection
   2. Error Logging In! Unknown username/password combination
   3. The program can't start because api-ms-core-heap-l2-1-0 dll is missing from your computer
      
      
2. Possible anomalies when connecting your sat nav/memory card to NPlus
   1. Error loading device. Unknown error 
   2. Please Wait... Loading Information or / No Device Found
      
      
3. Possible anomalies during the update process
   
   1. Error 13 Permission Denied
   2. Error downloading updates. Retrieval incomplete only got XXXX out of XXXX bytes
   3. Error installing updates. Please close the navigation software before trying to install updates
   4. Download Error
   5. Installation Error
      
      
4. Possible anomalies after the update process
   1. Corrupted Database (error #3)
   2. Invalid Database Version
   3. No maps found (Boss Audio/SSL/Planet Audio)
   4. Unlicensed or missing maps on NDrive

Possible anomalies when starting NPlus for the first time:

Error Logging In! Unknown error: Please check your internet connection:

This error message occurs either due to temporary server inaccessibility or your network cannot reach our servers. Try logging in again at a later time, and if the issue persists, contact our Technical Support.

Error Logging In! Unknown username/password combination: 

This error message occurs when you're entering a wrong password and/or email address. If you're unable to log in to NPlus with your current login details, use the Recover Password option.

Possible anomalies when connecting your sat nav/memory card to NPlus:

Error loading device. Unknown error:

This error message occurs when NPlus cannot detect your sat nav or memory card. Usually, this is related to missing synchronisation software on your computer (Windows Mobile Device Center).

The synchronization software must detect your sat nav, so NPlus can function properly.

If you're getting this issue with Binatone / Motorola sat-nav models, please check this article for troubleshooting.

Please Wait... Loading Information or / No Device Found:

This error message occurs when NPlus cannot detect your sat nav or memory card. If you have a Radio using our NDrive software, use the supplied memory card and connect it to the computer. A direct USB connection to the radio is not supported.

If you are using a memory card and you're getting that message, please check your card reader drive letter and change it to F or G.

If you are getting this issue with Binatone / Motorola sat-nav models, please check this article for troubleshooting.

The program can't start because api-ms-core-heap-l2-1-0 dll is missing from your computer:

This error message occurs when this windows system file is not available on your computer or is corrupted. Make sure your Windows installation is updated to the latest version and try again.

Note: You may get this message if your Windows Operating system is older than 10. NPlus will work on Windows 10 or 11 versions only.

Possible anomalies during the update process: 

Error 13 Permission Denied:

This error message occurs when NPlus cannot install your products on the memory card due to a write-protected or faulty SD-Card. If you're using a Micro-SD Card to SD-Card adapter, make sure the write-protected switch is not enabled.

If that's not the case, then the memory card needs to be formatted. Please download this tool to format your memory card: https://www.sdcard.org/downloads/formatter_4/index.html

Note: Please backup your SD-Card's contents before formatting.

Afterward, retry the download process by restarting NPlus, and then access to "My Products" and choose "Synchronize”.

Download error:

This error message occurs when NPlus cannot connect to our servers; in this case, retry the download process by restarting NPlus at a later time, accessing "My Products", and choose "Synchronize”.

Error downloading updates. Retrieval incomplete only got XXXX out of XXXX bytes

This error message occurs when NPlus cannot download your products successfully. This can happen when NPlus cannot reach our servers. This may be caused due to:

- Your computer being disconnected from the Internet;
- Our servers are temporarily unavailable.

In any of these cases, retry the download process by restarting NPlus, accessing "My Products", and choosing "Synchronize”.
If our servers are temporarily unavailble, you should be able to repeat the process in just a few minutes. Contact our customer support if you're still experiencing issues.

Error installing updates. Please close the navigation software before trying to install updates:

NPlus needs to overwrite system files, so you'll need to ensure the NDrive software is not running on your sat nav. Follow the steps below:

• Press Menu - Exit on NDrive so you can be redirected to your sat nav's Main Menu screen.
• Now locate the Settings option and then, USB (or a similar option) to allow you to choose "Mass Storage"
• Now, try updating again the sat nav on NPlus.

Important Note: Older revisions of the Motorola Xplore 500/600 sat-nav models automatically start the NDrive software and don't have a Main Menu available. If your sat-nav doesn't allow you to change the USB settings, please contact directly Binatone/Motorola Customer Service, so they can help you resolve this situation.

Installation error:

This error message occurs when NPlus cannot install your products either due to insufficient storage space on the sat nav/memory-card or the sat-nav/memory card being disconnected during this process.
If this is the case, retry the download process by restarting NPlus, accessing "My Products", and choosing "Synchronize”.

Possible anomalies after the update process:

Corrupted Database (error #3)!:

One or more database files got corrupted during the update process (usually when the memory card has damaged file sectors). You will be prompted if you wish to delete the current database. Choose "Yes" so NDrive can rebuild the database and start successfully.

Note: You will lose all user settings and saved favorites.

Invalid Database Version!:

You have an older database installed, which is conflicting with the updated version you have installed. Please perform the steps below: 

1. Remove the SD card from the head unit
2. Plug the SD card into the computer
3. Access NDrive > Data folders, and delete the file "appdata"
4. Eject the SD card from the computer and plug it back into the head unit
5. Run the NDrive software again. The software should start properly.

No maps found (Boss Audio/SSL/Planet Audio):

Please make sure you are placing the Micro-SD card in the correct memory card slot (GPS slot). The correct slot must have a GPS icon or GPS designation.

This may also happen when one or more files become corrupted when updating the software/maps or even if the memory card is corrupted. Please contact our Support for further help on restoring the software.

Unlicensed or missing maps on NDrive:

If after updating your sat nav/memory-card you can't see the map(s), or if its padlock is fully closed (you can check this information by accessing Menu - My NDrive - My Maps), follow the steps below:

Instructions for Sat Nav models:

1. With the sat nav connected to the computer, explore its contents using Windows Mobile Device Center.
2. Access the drive named ResidentFlash, and then go to NDrive > Maps folders
3. Backup the contents of the Maps folders to your computer, and then delete all files, except the file world.map.
4. Access NPlus - My Products, and choose "Synchronize".
5. Wait until the files are reinstalled and start again NDrive on your sat nav to check if the maps were successfully installed and validated.

Instructions for Car Radio/In-Dash units using a Micro-SD card:

1. Access the SD-Card contents on your computer, and then go to NDrive > maps folders.
2. Backup the contents of the maps folders to your computer, and then delete all files, except the file world.map.
3. Access NPlus - My Products, and choose "Synchronize".
4. Wait until the files are reinstalled and start again NDrive on your In-Dash Radio device to check if the maps were successfully installed and validated.

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