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New Traveler
RaulLeal
Posts: 1
Registered: ‎08-11-2013
Location: Netherlands

Update does not complete

HI,

 

I have a go live 825. I amtrying to install the updates but it gets stuck at 99% and doe snot complete the update. The message that i should not diconect the device remains both in the web browser and the device screen.

 

I have reinstalled mydrive and deleted the browser cookies.

I tryed both in eexplorer and firefox.

 

How can this problem be solved?

 

Raul

 

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Zsolt
Posts: 20,551
Kudos: 2,301
Solutions: 537
Registered: ‎16-10-2011
Location: United Kingdom

Re: Update does not complete

*Always make sure that you are logged in with the correct account to the MyTomTom site AND application. One device, one account*

- As in IT Crowd: Have you tried to turn the computer off and on again? :smileyhappy:

- Try to disable your antivirus and firewall (or add the MyTT/MyDrive to the exclusion list)
- Use Firefox (or Opera, or Google Chrome)
- Make sure that your computer is not going into stand-by or similar (this shouldn't happen with the latest MyTomTom/MyDrive)
- 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. Nost probably 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/MyDrive application (best to use Revo Uninstaller to remove)
- Try to use a USB port on the mainboard, rather than a USB hub (desktop PC)
- Try to change the port to 5000 (or 5001) in MyTomTom/MyDrive's settings
- Try to run the MyTomTom/MyDrive app in Windows XP compatibility mode
- Try to run the MyTomTom/MyDrive app as administrator

- In case it is not working with your browser, try other browsers (Opera, Google Chrome, Firefox, Internet Explorer)
- Don't use any Flash Blocker (check Flash Blocker plug-in in browser)
- Google Chrome, Internet Explorer 10 and Internet Explorer 11 have a built-in flash which can cause trouble

- 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/MyDrive application and run CCLEANER (will remove your history, cookies, etc by default)

- At the moment USB 3 looks like doesn't like TT devices
- Don't use the magnetic mount whilst updating, connect the micro USB directly into the device
- Disable any network monitoring software
- Update one item at a time, don't select all. Best order: NavCore/software - Map - QuickGPSfix - Speed Cams - Map Share Corrections (this is the smallest but longest)

For Windows 8 or 8.1 you can try the below (to make it work with IE10 and IE11):

- always run the MyTT/MyDrive app as administrator (pin it to the task bar, right click, right click again, properties, compatibility setting, tick run as administrator)
- make sure that the Shockwave Flash is enabled in IE add-ons
- add tomtom.com to the compatibility view
- make sure the IE11 is set to open the pages ALWAYS in desktop view (not IE view or don't let IE to decide)

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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New Traveler
Gloren
Posts: 1
Registered: ‎20-01-2014
Location: US

Re: Update does not complete

It is such a shame that Tom Tom just can't get it right. The device is actually better than a Garmin but the software and the updating process is horrible. Tom Tom really needs to revamp their entire software platform to make their product competitive with Garmin.

I have been working to download map updated for over two hours and still the software gets stuck at 99%. Absurd at a 20+ mb/s download speed.

As I said the device is very good, the mounting system pathetic and the software horrible, Tom Tom also needs to concentrate on customer service as their web assistance is very poor.

I am going to disconnect my device after two more hours (that means 4 hours to update the maps) and if the device does not properly run ... it goes in the trash and I go back to Garmin.

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Zsolt
Posts: 20,551
Kudos: 2,301
Solutions: 537
Registered: ‎16-10-2011
Location: United Kingdom

Re: Update does not complete

They have some issues with the Map Share Correction updates. Nothing to do with your download speed.

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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YamFazMan
Posts: 4,647
Registered: ‎27-05-2011

Re: Update does not complete

[ Edited ]

Hi

 

@Gloren 

 

Some users are having problems with Mapshare files at the moment.

The Mapshare update is taking a long time to install, Tomtom are tying to fix this.

 

See :-  Tomtom Post  

 

Link to an earlier post :- Download Times

 

ATB YFM

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World phone numbers to contact Customer support :- Phone-numbers.
Other ways to contact TomTom Support :- How-to-Contact-support.

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