Map purchasing

[Lupus1 Elite Voyager]

Hi,

I don't know about any download issues for VIA devices. Those devices should be offered the latest map version and should also be able to install the maps to.

@jbb1: Which operating system do you have on your computer and which browser do you use? Also is the MyTT application allowed to fully access the internet without being blocked by any antivirus or firewall software?

@Thunder339: If you've got a Start 20 whose serial number starts with one of the mentioned above combinations you won't be offered the map currently. This problem was unforeseen when pushing this update to the devices. They are working on a solution to get the problem they have in their back-end solved.


Regards
Lars.

[Thunder339]

Hi Lupus, yes, i have an AP.

thanks for your feedback.

is there an ETA for this problem?

will there ever be an official communication? i still don't think this is proper to let people buy a service which you already know it's not gonna work. a simple serial number check before purchase would be enough.
anyway i'll try to get in touch with customer care to see if it's possible to get a refund or receive compensation with additional services.

[jbb1]

Hi and thanks for attempting to help.

In reply, my Op System is Windows 7.

Browser Google Chrome.

Anti-Virus configured to allow access to TomTom.

Its a VIA 125 device.

What do I do next?

[Lupus1 Elite Voyager]

Hi,

@Thunder339: This problem has only appeared with the Navcore update to 11.030. Before the service worked for Start 20 devices as well and it shall also work again as soon as the issue has been resolved as it is only a problem in the TT back-end.
This information I've gotten directly from TT so it is an official information from them.
They are still selling this service as it shall work again for your device and you'll then be offered the maps from that service you're entitled to.


@jbb1: You may try to open the TCP port 443 and internet port 4000 in your firewall software and select port 4000 in your MyTT application. Also check that your Flash-application is up to date. Last step would be to try another browser although Chrome is usually a browser that works very well with the MyTT application. Please also connect your device directly to your computer if not already done and don't connect it to a USB hub.


Regards
Lars.

[JudyB]

I seem to have the same problem so I am just about to submit a support request for this.

As for @Thunder339 I would like to know what TomTom intend to do to resolve this since I have paid for a year of updated maps which it seems I am not getting ...

[Thunder339]

Hi Judy,

i have submitted my issue to tomtom support, i have been able to download the map after they have updated something in my account. took 3 days to have the issue solved, so not bad.

just open a support request indicatingversion of your software and map, other wise call customer support.

thanks all for your great support

[JudyB]

Thanks, as I said in my post I did submit a support request for this and they have now sorted it out, although it took around a week for my device to be sorted out.

For the record (and anyone else affected) the immediate response from them was to say that "I had checked your account and can see that the map update service subscription assigned to your account is not compatible with your device."

I guess that this more or less matches the earlier comments about this being an issue at their end, although I know (and they should have been able to see) that I did get one map update immediately after buying the map update service for my device...