Narrative:

We had a 3-hour sit in ZZZ. Upon powering up the aircraft the crew received a taws system fail aural warning; an amber taws message on the pfd and a cas field that was filled with an amber 'X.' we contacted maintenance control and were told that this was normal and occurred due to a database update error and we needed to power down the aircraft and power it back up. If we wanted further information then we would need to contact the chief pilot. We contacted the chief pilot and he said it was a known garmin issue and that in order to update the databases it could take as many as 3 aircraft resets. He said they had a 'garmin technical disposition' that described this and he would have the maintenance controller send it to us. I contacted the dispatcher and he said since they have a letter from garmin that once I have this letter then I should follow it. After waiting and not receiving the letter in my email I called the maintenance controller and asked for this letter again. He flat out refused to provide it and once again directed me to the acp. I called chief pilot again and he forwarded me the email that controller had sent to him. After being told by maintenance and the chief pilot that it was ok to cycle the batteries since this was a supposed known issue we did so. The issue cleared and we continued.I was under the impression that the FAA has said that we are not allowed to reset systems to clear nuisance messages. Now we have maintenance control - whom I don't trust - as well as the chief pilot telling us that we can reset these systems to clear these nuisance messages. Can we or can we not follow manufacturer letters outside of afm procedures to clear nuisance warnings? These letters include embraer flight operations letters (fols); garmin technical dispositions; etc. Are these legal procedures? Can we just reset nuisance warnings and continue on? In this instance we were told yes. Several months ago we were told no. Which one is correct?

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Original NASA ASRS Text

Title: Upon aircraft power up at the start of preflight; crew experienced TAWS fail warnings. Maintenance Control and Dispatch provided the crew with a manufacturer bulletin that cleared the problem.

Narrative: We had a 3-hour sit in ZZZ. Upon powering up the aircraft the crew received a TAWS system fail aural warning; an amber TAWS message on the PFD and a CAS field that was filled with an amber 'X.' We contacted Maintenance Control and were told that this was normal and occurred due to a database update error and we needed to power down the aircraft and power it back up. If we wanted further information then we would need to contact the Chief Pilot. We contacted the Chief Pilot and he said it was a known Garmin issue and that in order to update the databases it could take as many as 3 aircraft resets. He said they had a 'Garmin Technical Disposition' that described this and he would have the Maintenance Controller send it to us. I contacted the dispatcher and he said since they have a letter from Garmin that once I have this letter then I should follow it. After waiting and not receiving the letter in my email I called the Maintenance Controller and asked for this letter again. He flat out refused to provide it and once again directed me to the ACP. I called Chief Pilot again and he forwarded me the email that controller had sent to him. After being told by Maintenance and the Chief Pilot that it was ok to cycle the batteries since this was a supposed known issue we did so. The issue cleared and we continued.I was under the impression that the FAA has said that we are not allowed to reset systems to clear nuisance messages. Now we have Maintenance Control - whom I don't trust - as well as the Chief Pilot telling us that we can reset these systems to clear these nuisance messages. Can we or can we not follow manufacturer letters outside of AFM procedures to clear nuisance warnings? These letters include Embraer Flight Operations Letters (FOLs); Garmin Technical Dispositions; etc. Are these legal procedures? Can we just reset nuisance warnings and continue on? In this instance we were told yes. Several months ago we were told no. Which one is correct?

Data retrieved from NASA's ASRS site and automatically converted to unabbreviated mixed upper/lowercase text. This report is for informational purposes with no guarantee of accuracy. See NASA's ASRS site for official report.