News and announcements

[Ditte]

Hi again all,

This is a continuation of this thread which has reached nearly 2000 posts. 

Since Saturday 31^st March some devices have been having issues getting a GPS signal.  We have identified the root cause of the issue which has caused some of our GPS models to not get a GPS position.  The issue is caused by a bug in a third party chip.  

Please see this FAQ on how to get the GPS signal restored.

We have also created this video to help you with the installation:

Additional tips:

• Check that the latest 11.037 application version has been installed to your device.
• If version 11.037 isn't on your device, try clearing the cache in MyTomTom and redownload.
• To clear the cache click on the TomTom icon in the lower-right corner of your computer screen to open the MyTomTom support application. Then click Settings, select the Cache tab, click Empty the cache and finally click Save settings.
• If you have been unable to get the software update using Internet Explorer, you might want to try another browser, such as Firefox or Chrome. You can also try using Internet Explorer in compatibility mode.
• If you have version 11.037 of the application installed, and still have no GPS signal, manually reset the device until you hear the drum sound and check the connection outdoors. It is generally not possible to receive a GPS signal indoors.

Please accept our sincere apologies for the inconvenience caused.

Thank you for your attention.

-Ditte 

[sandweson]

@ ditte

Please explain why many report problems even after latest update. Do you admit such a problem for some users or totally denying it ? It is very important.

Thanks

[NoGPS]

Re: STILL No GPS signal

Tomtom staff finally emailed requesting further information yesterday, I confirmed computer setup etc and that I have also completed all possible resets mentioned in this Forum and explained even with 11.037 and everthing else working as it should and confirmation from MyTomtom web site that my device is up to date - my unit (Tomtom 1005 World) still says "waiting for a GPS Signal".

Have not heard from them since.

Tomorrow it will be two weeks with no GPS and all the hassle / updates / resets etc and still no formal comments or explanations about their ongoing broken service. The least they could do is email with an apology and information about what they are trying to do to solve this situation.

They have no respect for their customers in my hubble opnion. 

[NoGPS]

Tomtom staff finally emailed requesting further information yesterday, I confirmed computer setup etc and that I have also completed all possible resets mentioned in this Forum and explained even with 11.037 and everthing else working as it should and confirmation from MyTomtom web site that my device is up to date - my unit (Tomtom 1005 World) still says "waiting for a GPS Signal".

Have not heard from them since.

Tomorrow it will be two weeks with no GPS and all the hassle / updates / resets etc and still no formal comments or explanations about their ongoing broken service. The least they could do is email with an apology and information about what they are trying to do to solve this situation.

They have no respect for their customers in my hubble opnion. 

[Zsolt Elite Voyager]

@NoGPS: Remember you told that you've tried the 3-TAP thingy. Did you do it like below:

• Hold the on/off button until it reaches the info screen ( where info related to the device is displayed)
• After entering the info screen press the on/off button 3 times quickly, it should be 3 presses within one second)
• The device restarts and only shows a cogwheel, it just entered in the recovery mode
• wait for a moment
• Then reset the device, the device should start up normally

Then you could follow the process recommended by TT or the one below:

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

If these didn't help either, give a call to CS and book it in for a repair.

[Zsolt Elite Voyager]

@Ditte: Just watched the video. Jolly good

[NoGPS]

Thanks, I have tried this but will try again and let you know the result. Might I compliment you on your patience trying to help people

[Zsolt Elite Voyager]

[WallaceWins]

http://us.support.tomtom.com/app/answers/detail/a_id/6964/?locale=en_US

I bought the Tom Tom Via 1505 TM to replace a 5 year old Tom Tom One that I loved! I have been happy with the Tom Tom Via 15015 TM except over the last 3months of owner ship it has taken longer and longer to "Acquire" a GPS signal. From 1 to 5 min, until last night NONE at all.

I used it to drive 1 hour to the hospital in Philadelphia last night to the er and it worked fine. Left the er late last night and it would NOT find a GPS signal. Was scared to be in the City late at night, so I thankfully remembered how to get home using the main roads.

I went through all the steps at

http://us.support.tomtom.com/app/answers/detail/a_id/6964/?locale=en_US

and it took me 2 or 3 times to finally get a GPS signal again? Hope it stays?

I called and spoke to Milos in Mexico a Tom Tom Customer service rep (very nice and hellful) who explained it was a "virus or bug" that infected about 95% of all Tom Tom users, around 31 March 2012 and it took them a few day to find and fix the bug.

95% WOW? I guess there are some mad Tom Tom users out there like me?

I am giving Tom Tom a second chance to see if this fix works, as all of you should to. Tom Tom is a good GPS unit and that's the reason we ALL bought one or two or three of them in the past.

Fingers crossed that the worst is behind al of us in the Tom Tom worldwide Community!

[WallaceWins]

http://us.support.tomtom.com/app/answers/detail/a_id/6964/?locale=en_US Has the Fix  ~ Fri 13th, 2012

I bought the Tom Tom Via 1505 TM in Jan 2012 to replace a 5 year old Tom Tom One that I loved but the maps were way out of date.   I have been happy with the Tom Tom Via 15015 TM except over the last 3months of owner ship it has taken longer and longer to "Acquire" a GPS signal. From 1 to 5 min, until last night NONE at all.

I used it to drive 1 hour to the hospital in Philadelphia last night to the er and it worked fine. Left the er late last night and it would NOT find a GPS signal.  Was scared to be in the City late at night, so I thankfully remembered how to get home using the main roads.

I went through all the steps at http://us.support.tomtom.com/app/answers/detail/a_id/6964/?locale=en_US

and it took me 2 or 3 times to finally get a GPS signal again?  Hope it stays?

I called and spoke to Milos in Mexico a Tom Tom Customer service rep (very nice and hellful) who explained it was a "virus or bug" that infected about 95% of all Tom Tom users, around 31 March 2012 and it took them a few day to find and fix the bug.

95% WOW?  I guess there are some mad and upset and frustrated, Tom Tom users out there like me?

I am giving Tom Tom a second chance to see if this fix works, as all of you should to.

Tom Tom is a good GPS unit and that's the reason we ALL bought one or two or three of them in the past.

fingers crossed that the worst is behind al of us in the Tom Tom worldwide Community!

[Zsolt Elite Voyager]

@WallaceWins: The fix supposed to work. In case the TT way is not, you can try this:

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

As of the 95%, it is more like 95% of the new devices, as the old ones were not affected. So in total it is much less, as there are many-many old devices out there. I wouldn't be surprised if it is more old than new yet.