New TOMTOM, carried out updates including latest map and now get message that the map willnot work on my device Europe-143.

Is this just me or is there a fix.

Have tried e-mailing TOMTOM support but no luck.

Regards Ron Norton

Sorry to hear that, sounds exactly like the problem I had recently with my TomTom for my Evo.
https://www.fiatforum.com/blue-me/236457-map-update.htmlhttps://www.fiatforum.com/blue-me/236457-map-update.html

I found TomTom to be quite useless over the matter and my solution may not be want you wanted.

When I updated mine with the latest map this is the same error I got.

I contacted their support, supposed to be 2 business days reply.

Over a week later (!) they replied telling me it probably didn't download properly or is blocked by my security software. Neither of which is true actually, I checked and even setup a rule for the Home software not to be blocked at all.

Their solution? Run the home software update WITHOUT any security products running, antivirus or firewall.

If you do that your machine (or home network) will be available to any passing port scans to your IP. Usually from machines within your own ISPs network that are infected. So it's quite likely you'll get a virus, trojan or hijack attempt.

Personally I won't take that risk and have given up with their support.

In the end I was forced to purchase a new map (Scandinavia rather than all of Europe) to fix this. It downloaded fine and worked. Even though my antivirus/firewall was still on .

I left it at that until I was spammed a few times by TomTom trying to sell me various items and also one that wanted feedback regarding my experience of their support.

They got quite an interesting read!


Be interesting to hear what other solution may work?

Hi

I managed to get a (new) Blue&Me Tomtom from ebay for £200. There was no way I was going to pay the full £270 just for the exclusive cradle kit.

Anyway I updated using the 'Home' software and when the Tomtom rebooted I also recieved the same error message. However I was proactive enough to have taken a backup beforehand so I've been able to restore the Tomtom to a usable state. I do feel the pain of all the other users that didn't take a backup as they now have an expensive paperweight!!

I have worked in IT for a long time and I can spot a fob off when I hear one. The old chestnut of 'try it again will your firewall tunred off' is along the same lines as 'reboot it and give us a call back if it still doesn't work'!! (which I did try out of curiosity on a spare PC that made no difference)

I too raised a ticket with Tomtom 4 days ago, but have not yet recieved a reply.... but I'll post any reply here....

Cheers
Steve

steveblanksby said:

Hi

I managed to get a (new) Blue&Me Tomtom from ebay for £200. There was no way I was going to pay the full £270 just for the exclusive cradle kit.

Anyway I updated using the 'Home' software and when the Tomtom rebooted I also recieved the same error message. However I was proactive enough to have taken a backup beforehand so I've been able to restore the Tomtom to a usable state. I do feel the pain of all the other users that didn't take a backup as they now have an expensive paperweight!!

I have worked in IT for a long time and I can spot a fob off when I hear one. The old chestnut of 'try it again will your firewall tunred off' is along the same lines as 'reboot it and give us a call back if it still doesn't work'!! (which I did try out of curiosity on a spare PC that made no difference)

I too raised a ticket with Tomtom 4 days ago, but have not yet recieved a reply.... but I'll post any reply here....

Cheers
Steve

Click to expand...

lol!

I know, I was in IT for over 10 years in the UK. They do have to eliminate obvious issues first I know, but it is the classic copy'n'paste response. Which 9 times out of 10 isn't the actual problem.

I think the issue is with the activation of the map rather than download. Maps are device specific and perhaps some clot has setup their server wrong?

I wish I'd made a backup first, but I didn't think. Probably too happy with the Evo. lol. But it's a good point you made and I'll paste this again..

If anyone else is reading this who has a TomTom and has not used the first free update yet (Latest Map Guarantee), make sure you BACKUP your TomTom first.

The option is within the TomTom Home software and it allows you to backup your current TomTom device to your computer. Then if your update goes wrong you can at least restore your device back to the initial setup.

Something I've learned the hard way.

I have just spoke with TOMTOM support, they have to make a certification file and send it to me. The file will activate the map when put in the right folder, then all should be OK.

They wanted my TOMTOM system info and a Screen Shot of the map folder (Europe in my case)

I'm a computer engineer and could kick myself for not backing up first.

When you download the updated map they should have prompted to backup first, but ther you go.

I will keep you informed as the day goes on. They have said they should get the file to me in the PM, it is coming from second level support team.

Ron Norton

This is the first e-mail they sent.

Thank you for contacting TomTom Customer Care. My name is Lisa and I will be working with you to resolve your query.
The reference number for this incident is xxxxxx-yyyyyy.

As discussed on the phone today, we need to create a file for your map. In order to create this certificate file, we will need a copy of the following items.

1) TomTom System Information
2) Screenshot of the map folder on your TomTom

Please follow these steps to submit these items so we can create this file for you.

TOMTOM SYSTEM INFORMATION

- Please connect your TomTom to the computer and turn the TomTom on.
- Open TomTom HOME if it does not open automatically (Start > Programs > TomTom > TomTom HOME).
- In TomTom HOME, select Help > Configuration info ( HOME version 1) or Help >System information (HOME version 2).
- Please 'left click' on the 'Copy to Clipboard' button. Then click Done.
- Click on this link to go to our website: http://www.tomtom.com
- Login to our website with your account details by clicking on "My TomTom Login" in the upper right corner of the webpage.
- Click on "My TomTom" to the right of "Welcome, Ronald" in the upper right corner.
- Click on "My Questions History." On the right side of the page, click on "My Questions."
- Click on the subject of this email.
- Scroll down to the bottom of the email and click on the "Update Question" button.
- Now you can 'Right Click' > 'Paste' the System Information in the text box where you update your questions.
- Click "Submit Update to Question." The information will be sent directly to me.

SCREENSHOT OF THE MAP FOLDER

- On a PC, go to My computer, you will see the TomTom as a removable Storage device. Double click into it.
- You will see the contents of the TomTom device. You will see lots of yellow folders, one of which is the Map folder, it is usually the same name as the map that is installed on your device, e.g. Western_Europe, or United_Kingdom_and_Republic, or something similar.
- Double click into this map folder

**IMPORTANT**
- Please click on View -> Details (this will display all the details of each file)
- Please click on Tools -> Folder Options -> View, and untick the option for 'Hide extensions for known file types'.
- Please also expand the column labeled "Name" so that the full names of all files are displayed.

- Make a Screenshot of the contents of the map folder, to do this, please visit: http://www.tomtom.com/9826
- Please save the file as a .jpg file.

To this email, please log in to your TomTom account via the TomTom website.
Click on ‘My TomTom’ in the top right -> ‘My Questions History', click on the title of your email then click on 'Update Question'.

You can also attach documents that you wish to send to us by clicking on 'Browse'. You can then find the document you wish to attach and click on 'Add Attachment'.

Once I have this information, I will be able to respond to your query more effectively. I look forward to hearing from you soon.

With Kind Regards

Quick update, this morning TOMTOM support said late PM for file to activate the map.

Late PM they say a couple of days.

Based in Holland so no simple way of contacting them.

REMEMBER BACKUP BEFORE UPDATING

Regards Ron Norton

Fingers crossed it works.

If it does I'll be contacting Danish support again, as that is not the answer I was given!

All is well, they sent me a file called "Europe-143.meta.dct" which I put in the map folder.
I had to delete "Europe-132.meta.dct".

Now TOMTOM works OK


GOING TO DO A BACKUP NOW !!!!!!!!!!!!!!!!!!!!!

Regards Ron Norton

143? 132? Is this a fault from TomToms website then?

Congrats it works! I'll be contacting their support yet again then.

miura74 said:

143? 132? Is this a fault from TomToms website then?

Congrats it works! I'll be contacting their support yet again then.

Click to expand...

Yes the activation file (.dct) that comes with the download is 132, but the meta file is 143

ronxray said:

Yes the activation file (.dct) that comes with the download is 132, but the meta file is 143

Click to expand...

Hmm, it's sounding more like TomTom have got a mistake on their update for the Blue&Me. Seeing as a number of us are having issues with it.

The map download is stored in "My Documents" "TomTom". The activation file is in the activation ZIP file, which is the 132.dct file.

So if they changed the DCT file to 143 in the download, I would suggest it would work without all the trouble it has caused us.

Ron Norton

miura74 said:

143? 132? Is this a fault from TomToms website then?

Congrats it works! I'll be contacting their support yet again then.

Click to expand...

I hope all goes well, let us know how you get on.