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I replied again to Garmin:

Hello -Tech #1-,

Thank you for replying so quickly.
It would seem that my description of the problem was not as specific as it probably should have been.
Everything I have described is with a fresh Garmin Experss installed, no devices, and when selecting add a new device.
The issue of invalid chart is in fact when the white computer icon is displayed on the device.
When the orange icon is displayed, Garmin Express replies that no device was found.
I am puzzeled that Windows recognizes the device as a Garmin device when the device icon is orange but it is not recognized in this state as a USB device.
Is there some missing file that registers a Garmin device as a USB device so that Garmin Express will add it back in?
Many thanks,
Mike

To which another tech replied with some useful information:

Hello,

Your unit is a MTP device. This link explains details about how the unit functions when it shows the orange icon (MTP). Automotive Devices that Go Into Mass Storage Mode or MTP Mode when Connected to the Computer

Although map and software updates can be done while in the default MTP mode, there may be instances when you need to put your device in mass storage mode for troubleshooting. To Put an MTP Device into Mass Storage Mode:

Touch*Volume
Touch and hold the*upper right corner*of the screen until*the*Diagnostics Page*appears
Touch*MTP Settings*(you may need to scroll down)
Touch*Configuration and Settings*on some devices before getting the option for MTP Settings
Touch*Mass Storage Single Session
Touch*Save

The device will now go into mass storage mode when connected. After being disconnected from the computer, it will go back into MTP mode when connected again.*

If Mass Storage is selected in step #4, the device will stay in Mass Storage mode even after it restarts. This can be changed by going back through steps 1-5.

If there is a SD card in the unit, removing the SD card from the unit can make a difference.*

If the device is still not detected by Garmin applications, follow the additional steps below:
If the Garmin device is recognized by the computer but the Garmin application will not detect the device:

Ensure that there is enough free space on the device to generate the GarminDevice.xml

Right-click on the Garmin Device
For MTP devices, first, double-click the Garmin Device and then right-click*Internal Storage
Click*Properties
If*Free space*shows 0*bytes, delete unnecessary files from the device to free up space and restart the device
Automotive devices:*Delete any unwanted language files from the*Voice,*Text, and*Help*folders on the device*
Pictures (Screenshots)
MP3s (if available)
Voice Files (don't remove English files)
Help Files (don't remove English files)
Keyboard Files (don't remove English files)
Text Files (don't remove English files)
Archive Files (located in GPX folder)
Vehicle Files (keep at least one)
NOTE:*The device must be power cycled after these files have been removed before trying Garmin Express again.

Is there some missing file that registers a Garmin device as a USB device so that Garmin Express will add it back in?*

If there is enough free space but the device is not detected, it could be due to a corrupted GarminDevice.xml file. In order to correct this issue the Garmindevice.xml file will need to be deleted from the device.

Connect the Garmin*device to the computer
Open File Explorer by pressing the*Windows key + E*on the keyboard
Click*This PC*in the left navigation pane (Windows 10 only)
Open the Garmin or nuvi drive
Open the*Internal Storage*folder
If there is no Internal Storage folder, skip this step
Open the*Garmin*folder
Right-click on the*GarminDevice.xml*file
Click*Delete
Unplug the device from the computer

NOTE:*The device must be power cycled after the Garmindevice.xml file has been removed before trying Garmin Express again.
The device should be now be recognized by Garmin applications. If the device is still not recognized by the computer or Garmin applications, try a different computer.*

-Tech #2-
Product Support
Garmin International

And my reply:

Hello -Tech #2-,

Many thanks for this information. This gave me some good troubleshooting angles and the ability to reply with more accurate information.
I realized after reading your email that I neglected to mention that the device does not boot to any operational state. The device only powers into Mass Storage Mode or MTP mode.
The garmindevice.xml file was missing and I could not find it in either mode. I did find this file in a backup folder and manually copied it to the device and the chip. This made no difference.
MapUpdate and Basecamp both seem to see the device but Garmin Express will only indicate invalid chart in Mass Storage Mode. Garmin Express does not see the device in MTP mode.
I tried removing the drivers in Windows 10 and reinstall them. The result is that Windows 10 now sees the device in Mass Storage Mode only. I am working on reloading the Garmin drivers but so far have not been able to get Windows 10 to use the Garmin drivers. This is also the case on a different computer running Windows 7. The device now only starts in Mass Storage Mode. I have to manually force into MTP mode but it will not remain in MTP as it did before. I believe this is related to the Windows drivers.

WebUpdater will see the device in MTP mode but I have to restart the device twice- once for WebUpdater to recognize the device (MTP Mode). The device drops out of MTP mode before I can get to the update window. Just before the update window, I restart the device in MTP mode, WebUpdater starts to download and then indicates the download file is corrupt and quits.

I have read on the web that I need to reformat the device with RMPrepUSB but am worried this will make things worse.

Your help is greatly appreciated.
Many thanks,
Mike

The Garmin reply was the final contact with the Garmin support team:

Hello,

Never format the unit. It will be unusable. The .xml file should be removed in the troubleshooting steps. The .xml file is written on the unit when it is recognized by Garmin Express.

Is there a SD card inserted in the unit? Did you try removing the SD card then connecting the device to the computer?
When the unit is unplugged, and on battery it should not show garmin.com/express and the connection image. If this happens, press and hold the power button until the unit turns of and turn it back on.*
What happens to the unit when it is connected to the vehicle power cable in the car?*
Did you try performing a master reset?

Note:*A master reset will erase all favorites2*and will restore your device to the default factory settings. To back up the favorites to the computer, see*Backing up, Restoring, or Transferring Saved Data on Garmin Automotive Devices*.

Touch*View Map
Touch the*Speed icon
Touch and hold the*speedometer*for approximately 5 seconds
Release your touch when the Diagnostics Page displays
Touch*Clear all user data
Touch*Yes*when prompted to "Erase all user data?"

The device will now be reset. Follow the on-screen prompts, then place the device in an area with a clear view of the sky until it acquires satellites.

2Although the master reset will erase all saved favorites, any loaded custom points of interest will remain intact on the device.

If the Windows computer "fix" or formatted the unit, it may need to be replaced. Service for this product is no longer available. We are able to offer a 20% discount of the MSRP on our current generation products (within product family). This offer cannot be combined with current sales or other offers.*

If*interested in the offer, please reply to confirm with the information below:

The device you would like to purchase
Shipping Country:
Your current device's Unit ID or Serial Number: 4GW004036*

Thank you for choosing Garmin,

-Tech #2-Product Support
Garmin International

And my final reply:

Thanks for the quick reply.
When I click on the transferring files link it says I do not have permissions and to ask for access with this number- 76dcf4a64b287a90.
I cannot get into the device so a master reset is impossible.
I tried with and without the SD to no avail.
The device powers on directly to Mass Storage Mode when on battery and then powers off.
Connected to vehicle power, the unit comes on in Mass Storage Mode and then turns off.
I did stupidly allow Windows to "fix" the device. If it is indeed ruined, there is no loss then if I try reformatting and using the open source recovery tools on the web.
I am surprised Garmin would allow Microsoft to ruin a Garmin device so easily. This being the case, I believe I will research units from competitors before investing as much again.
Many thanks,
Mike