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Apprentice Traveler
BigStef
Posts: 2
Registered: ‎17-08-2012
Location: United Kingdom

Go Live 825 unable to load updates or new maps

Spent the last 4 weeks trying to overcome this issue with the help of Sophia at TomTom but are still no further forward.

 

When connected to MyTomTom I am told I have three updates (navigator, Europe map update and a purchased US map) but despite disabling firewalls & anti virus, hard wiring directly into the modem and spending hours trying, the updates just seem to "loop" and continually download. It gets to 99% complete, stops for a few minutes and then starts to download again. I left it running through the night and was still doing the same thing in the morning!

 

Am running Windows 7 and IE9 and tried everything the lovely Sophia has suggested on two different laptops but just not making progress. Anyone had the same thing or is it just me? Thanks in anticipation.

 

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Zsolt
Posts: 19,365
Kudos: 2,132
Solutions: 512
Registered: ‎16-10-2011
Location: United Kingdom

Re: Go Live 825 unable to load updates or new maps



*Always make sure that you are logged in with the correct account to the MyTomTom site AND application*


- Try to disable your antivirus and firewall, use Firefox (or Opera, or Google Chrome), and make sure that your computer is not going into stand-by or similar.
- Clear the cache before each update attempt. Also could do a soft reset before and after the update.
- Make sure you have the latest Adobe Flash Player and Java installed.
- Make sure you have all the latest updates and hotfixes/patches to your OS.
- In case the device looks like hung during the update or the counter stopped, just leave it. It will be fine in a few minutes.
- Check your network connections, make sure that the TT's network adapter is enabled
- Try to uninstall and re-install the MyTomTom application
- Try to use a USB port on the mainboard, rather than a USB hub (desktop PC)

- In case it is not working with Firefox, try other browsers (Opera, Google Chrome)

- Any further issue: Try it on another PC, try it with different USB lead...the shorter the better (below steps are Windows specific)
- Whilst the device connected, remove the drivers from the Device Manager (Windows/Control Panel), DELETE the drivers
- Remove the MyTomTom application and run CCLEANER (will remove your history, cookies, etc by default)

Tip: Help others identify useful content by clicking the kudos thumbs, and by selecting the best answer to your question as the accepted solution


Report map errors (MSR Tool - link)
Actual devices: GO 820 Top Gear Edition, GO 825, Start 60, One XL, GO 600, GO 1000, VIA 120, VIA 135, TomTom Android; Old devices: TomTom WM, GO 530, XL IQ Routes LIVE
How to contact TomTom's Customer Services (link)
TomTom's Customer Services numbers (thx Niall) (link)
How to soft reset your device (link)


I am NOT a TomTom employee, just a user like others.
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Novice Explorer
Tomahawk1969
Posts: 2
Registered: ‎17-08-2012
Location: Ireland

Re: Go Live 825 unable to load updates or new maps

Had exactly your problem on my new Go Live 825 last night! I have just purchased it in Germany & I thought that this was the problem because I'm registered in Ireland. Downloading to 99% & then going into a loop. It also deleted all the existing maps from my device. However, I re-installed myTomTom, cleared the cache & tried again. Same result. I left it connected & downloading in disgust overnight & lo & behold, when I checked this morning everything has downloaded properly to my PC but had not installed on my device. I chanced my arm & hit install to find that it started installing with no apparent problems. It finished 30 mins later & now all appears OK.

       I haven't been brave enough to reconnect to myTomTom tonight even though I wanted to purchase some add-ons. Maybe tomorrow. I am running Windows Vista. Please let us know how you get on.

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Apprentice Traveler
BigStef
Posts: 2
Registered: ‎17-08-2012
Location: United Kingdom

Re: Go Live 825 unable to load updates or new maps

Thanks for all of the tips but after trying them all an some more suggested by TomTom Support I have updated the Navigator but wiped out the maps and now I still cannot load either the updated EU map or the USA one that I purchased.

 

I have to say I have run out of patience given that I purchased this as a "plug and play" unit, not something that would dominate most of my free time over the last four weeks.

 

Now leaving for vacation tomorrow with a borrowed Live unit with no traffic data which is what I brought the 825 for originally.  Have to say, very dissappointed with support so far especially as I asked two weeks ao for a replacement unit. The last suggestion I was given was to contact Norton as it might be thier firewall protection that was causing the problem! I am no expert but have purchased and downloaded a bundle of software and never had problems like this.

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Zsolt
Posts: 19,365
Kudos: 2,132
Solutions: 512
Registered: ‎16-10-2011
Location: United Kingdom

Re: Go Live 825 unable to load updates or new maps

Have you tried to disable the Norton at all?


Tip: Help others identify useful content by clicking the kudos thumbs, and by selecting the best answer to your question as the accepted solution


Report map errors (MSR Tool - link)
Actual devices: GO 820 Top Gear Edition, GO 825, Start 60, One XL, GO 600, GO 1000, VIA 120, VIA 135, TomTom Android; Old devices: TomTom WM, GO 530, XL IQ Routes LIVE
How to contact TomTom's Customer Services (link)
TomTom's Customer Services numbers (thx Niall) (link)
How to soft reset your device (link)


I am NOT a TomTom employee, just a user like others.
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Zsolt
Posts: 19,365
Kudos: 2,132
Solutions: 512
Registered: ‎16-10-2011
Location: United Kingdom

Re: Go Live 825 unable to load updates or new maps

Also you could try this:

1. Hold the ON/OFF button, until it reaches the info screen (black screen, white text)

2. After entering the info screen press the ON/OFF button 3 times quickly (it should be 3 presses within one second)

3. The device restarts and only shows a cogwheel, it just entered in the 'recovery mode'

4. Make sure to connect the TomTom device to the computer (so it can download the 'last known good application' for your device)

5. Wait until you see picture of a TomTom (red x) and a laptop, then switch off the TomTom unit

6. Then reset the device, and it should start up normally

7. Wait 5 minutes


Then you can try this as well, to make sure all up to date:

http://discussions.tomtom.com/t5/TomTom-GO-800-1000-2000-Via/SOLUTION-for-the-GPS-SIGNAL-issue/m-p/2...


*Always make sure that you are logged in with the correct account to the MyTomTom site AND application*


- Try to disable your antivirus and firewall, use Firefox (or Opera, or Google Chrome), and make sure that your computer is not going into stand-by or similar.
- Clear the cache before each update attempt. Also could do a soft reset before and after the update.
- Make sure you have the latest Adobe Flash Player and Java installed.
- Make sure you have all the latest updates and hotfixes/patches to your OS.
- In case the device looks like hung during the update or the counter stopped, just leave it. It will be fine in a few minutes.
- Check your network connections, make sure that the TT's network adapter is enabled
- Try to uninstall and re-install the MyTomTom application
- Try to use a USB port on the mainboard, rather than a USB hub (desktop PC)

- In case it is not working with Firefox, try other browsers (Opera, Google Chrome)

- Any further issue: Try it on another PC, try it with different USB lead...the shorter the better (below steps are Windows specific)
- Whilst the device connected, remove the drivers from the Device Manager (Windows/Control Panel), DELETE the drivers
- Remove the MyTomTom application and run CCLEANER (will remove your history, cookies, etc by default)

Tip: Help others identify useful content by clicking the kudos thumbs, and by selecting the best answer to your question as the accepted solution


Report map errors (MSR Tool - link)
Actual devices: GO 820 Top Gear Edition, GO 825, Start 60, One XL, GO 600, GO 1000, VIA 120, VIA 135, TomTom Android; Old devices: TomTom WM, GO 530, XL IQ Routes LIVE
How to contact TomTom's Customer Services (link)
TomTom's Customer Services numbers (thx Niall) (link)
How to soft reset your device (link)


I am NOT a TomTom employee, just a user like others.
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