DNX9190DABS "this device is not compatible with Express"

[twigrose]

Hi,
(I've searched the forums but apologize if this is something answered elsewhere). I've just had a DNX9190 installed. I tried to start the traffic subscription so went to update the firmware but the version in the unit says it is 1.9.009.3800 which is the latest version according to Kenwood/Garmin. I've put a blank SD in the unit and got the .xml file onto the SD card as per the instructions. However when the SD is put into my laptop I get the message from Garmin Express "Kenwood 2019 This device is not compatible with Express".

I've contacted support but they just point me to articles I was already following to update the unit anyway.

Any suggestions as to what I've missed? Sorry if it's anything obvious.

UPDATE: Garmin support have now asked for the Support report from Garmin Express. I'll keep this post updated as things progress....