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Old 16-01-2015   #1
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Tom Tom problems

Hi all
I cannot get the Tom Tom to accept updates. It basically will not properly connect to the home computer and there appears to be no way round the error.
Anyone else having a similar problem?
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Old 16-01-2015   #2
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Re: Tom Tom problems

Yep having exact same problem..... Starts to do the update thing, goes on for a long while then says unexpected problem. Have tried updates of software on my PC ...a Mac but still not playing. Anyone got any ideas?
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Old 17-01-2015   #3
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Re: Tom Tom problems

It's a ruddy pain... I tried updating software, using another Mac and full and partial resets of the Tom Tom. Nothing works :-(

I've not tried MyDrive on a PC - only Macs - so I'll try that sometime as well; but I really don't hold out much hope...

Our previous generation Tom Tom had no such connectivity problems.

I'm sure there are others on here who have this unit, so please could you advise if you're experiencing problems or not?

Thanks in advance...

ATB 😃
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Old 18-01-2015   #4
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Re: Tom Tom problems

Not had any problems at all with mine and I try to update it every couple of months. U could try uninstalling and reinstalling the software from the TomTom site plus given their customer service a call.....
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Old 18-01-2015   #5
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Re: Tom Tom problems

I've tried uninstalling the TomTom s/w from the Mac and today I tried a completely fresh install from a PC. I get met by the same error message on the TomTom screen every time:

"Something has gone wrong...
Check your computer for more information"

Possibly one of the least helpful error messages ever! I'm starting to think there must a be a problem with the nav unit itself, even though it seems to work perfectly.

I've sent an email to customer support, so we shall see...
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Old 22-01-2015   #6
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Re: Tom Tom problems

Customer support have been great on the few times I've contacted them.
I tend to phone though. I think they are in Ireland.
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Old 22-01-2015   #7
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Re: Tom Tom problems

The maps on my original Tomtom One never changed even years after new roads were built, so I stopped bothering in the end.
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Old 24-01-2015   #8
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Re: Tom Tom problems

This problem has a happy ending as it is now 'fixed'. Contact was via their web email set-up that you can find on the TomTom MyDrive Connect website. They were very helpful and ultimately resolved the problem. I've posted their advice below in case it helps others, though its possible it was a step at their end that was necessary before it was truly fixed (see their comment below). If you search the web for the specific error message, you will see that it is not an uncommon problem... One last point, is that i was updating via an iMac, but the advice for manually clearing the MyDrive cache was for PC users and so i was simply not able to work out how to do this on the Apple. ether way it turned out not to matter.

ATB

Their first suggestions was:

Steps 1 : Reset your device.

Check that the battery is charged properly.
Charge your device for at least 2 hours before trying to turn it on again.

Reset your device.
Press and hold the On/Off button until you hear the drum sounds and the device restarts. This can take 30 seconds or more.


Step 2 : Clear MyDrive cache.

To do this:
Start the MyDrive program
Open the MyDrive pop up menu
Click Settings
Select the Cache
Click Clear cache
Click Save settings
Completely exit MyDrive
Restart the MyDrive program in an alternate web browser.
Try updating now.


This did not work, so I contacted them again - and it did work this time.

This was the reply:

As we are looking further to get this issue resolved, have discussed this case with the technical team, they have made some corrections in the back end and have asked you to follow the below mentioned steps.

1. Make sure the tomtom is not connected to the computer.
2. Exit MyDriveConnect and empty the cache folder manually. (default: C:\Users\username\AppData\Local\TomTom\HOME3)
3. Start MyDriveConnect.
4. While the device is (still) turned on, connect it to the pc.
5. MyDriveConnect will now automatically process the removal of jobs from your device.
6. After the jobs have been removed (and maybe during) the device will reboot.
7. After the device reconnects, check for updates again and try installing the updates now.
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Old 27-01-2015   #9
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Re: Tom Tom problems

Sounds useful advice.

One question - how do you empty the cache?

Mine will be on a pc running windows 7 and chrome browser.

Thanks
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Old 27-01-2015   #10
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Re: Tom Tom problems

Thanks for that comprehensive set of instructions.... didn't quite follow tot he letter wrt changing browser, but have now got update! All working well. Many thanks for posting the details Most helpful
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Old 27-01-2015   #11
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Re: Tom Tom problems

Quote Originally Posted by panda panda View Post
Sounds useful advice.

One question - how do you empty the cache?

Mine will be on a pc running windows 7 and chrome browser.

Thanks

Once 'MyDrive Connect' is running, click on the icon and select 'Settings'. Sorry I can't help with PC specifics - but in case it's similar: On an iMac, 'MyDrive Connect' is a little pair of hands on the grey bar at the top of the screen, and the settings window is accessed via a gear-wheel motif.

From settings, select the 'Cache' tab. from there, press the 'Empty the cache' button and then press 'Save settings' to complete.

HTH
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Last edited by 4x4Panda; 27-01-2015 at 20:52.
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