topic Re: No GPS signal in News and announcements

No GPS signal

Ditte — Tue, 10 Apr 2012 08:29:43 GMT

Hi all,

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 ‘leap year’ bug in our GPS firmware.

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

Update 5th April:

The installation process has been simplified. MyTomTom will now automatically start the update when you connect your device to your computer.

Update 6th April 19:50 CET:

A new update has been released (v11.037) which further simplifies the process.

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.

Please accept our sincere apologies for the inconvenience caused.

Thank you for your attention. :)

-Ditte

Re: No GPS signal

solebreaker — Mon, 02 Apr 2012 08:48:01 GMT

my tomtom1535 doesnt work.! help!

Re: No GPS signal

Marco66 — Mon, 02 Apr 2012 08:59:59 GMT

Hello
Im living in Italy and i have the same problem!
I have updated my go live 1000 whit last update on march and no detected signal GPS have try whit reset and get signal and when turn off and turn on again the signal was no detect again :(
Is a bug of the last update of appliacation?
thanks

Re: No GPS signal

fishy0208 — Mon, 02 Apr 2012 09:58:20 GMT

Ditte
It maybe worth just adding how to send the units info if the device will connect. My device (120live -) will not locate a signal but yet will connect to TomTom home. However will not update and informs me that 'something went wrong'. I am unsure as to when this started but can only imagine that it is in the bracket of 31st March.
Thank you for your time

Serial number: FM2500H01551 (0)17.7)

App 11.035.890538.74 (0) (3010, 21/3/2012), OS 824205

GPS 2. 16.201 88313 , Boot 569469

Map: 'United_Kingdom_and_Republic_of_ireland' v865.3243

Release date: 1/2011

Language: English UK

Start of issue: Unsure exactly but certainly no signal on 31st March

Last action: Dowloaded new map, Application, Speed Cameras etc. Soft reset has not worked, Completed all updates.

If your device connects to TomTom HOME, you can send the system information. (Unsure how to..!)

Re: No GPS signal

norfolkgal — Mon, 02 Apr 2012 09:04:05 GMT

I bought my Tomtom 1000EU new yesterday, and had this problem from the start. I was not best pleased! The restart does the trick but that's really not good enough. I trust this issue will be sorted out soon otherwise it may be going back to the shop.

Re: No GPS signal

Sixes — Mon, 02 Apr 2012 11:00:34 GMT

Tomtom VIA 220 (Australia) Model 4EN42Z1230

Map version 8.85

Start of issue: 31 Mar 12. Purchased new, removed from the box, turned on and it worked fine. Drove home, installed latest updates (Tomtom 3.1.0.530). After update, went outside and could not get any signal. Reset the unit (drum beat) and it worked fine.

Powered it off, then on again and it will not pick up anything (waiting for a valid GPS signal)

Seems like a software glitch on Tomtoms end

Re: No GPS signal

jayvee — Mon, 02 Apr 2012 09:11:41 GMT

Same problem here.

Tom Tom Start 20 Model No 4EN42 Z1230 DSerial No AP5161G01674
Device AP5161G01674 (0) 10.5

App 11.035.890538.74 (0) (3010,21/3/2012), OS 8234205
GPS 2.16.201 88313, Boot 642776

MAP Europe v875.3611 Release date 7/2011

Living in UK

Start of issue – 31/03/2012

Last Action – Connected to MyTomTom, installed “25 new updates”. Issue not resolved by updates.

Re: No GPS signal

cyberhose — Mon, 02 Apr 2012 09:14:42 GMT

directly after the (auto) update to app 11.035.890538.74 (0) 3010, 21/3/2012), os 824205

Really stuffed me up as had loaded lovcations for my wife to support me while doing the Paris Roubaix.

Do you guys user test your new releases?

It looks like in future we should not updrade software that is already working on the pretence of getting some new functionality

Please do allow the option for rollback to previous versions...at least we dont end up with a useless device...

soft reset does not fix the problem...

re golive 1005

sa3480k04456 (0) (12.0)

Re: No GPS signal

MiguelMX — Mon, 02 Apr 2012 09:15:33 GMT

I'm in the middle of a trip, and i don't know this city. My tomtom Via 1535 isn't working (recent update to 11.035)

It's there a fix?

Re: No GPS signal

parfz61 — Mon, 02 Apr 2012 09:17:03 GMT

My Tomtom Live 1005 stopped picking up gps on Sunday 1 April. It stuttered a cpl of times throughout today ( Monday 2 ), enough to get a brief location of where I was, but only for a cpl of seconds. Still no gps signal. Have even resorted to factory reset but this hasnt fixed the problem. Annoying " much " !!!

Re: No GPS signal

phileasdown — Mon, 02 Apr 2012 09:28:00 GMT

Soft reset does solve issue temporarily but still takes a long time to find sats, started hapening Sunday 1st about 12pm (UK) .

Did the latest firmware update on Saturday afternoon.

The firmware updates do seem to cause unnecessary problems when applied to tomtom VIA 120, have had constant update issues.....

Re: No GPS signal

JJ0521 — Mon, 02 Apr 2012 09:32:10 GMT

Hi Ditte

My device also doesn't work since Mar 31th after lunch!

Device: FN2480H06139 (0) (7.9)

We are living in Zurich. When can you fix this problem by?? As we (and I am sure a lot of other people as well) will be going on a road trip on Friday for Easter holiday! Please help!!!!!

Or let us know any retail outlets we can go to fix our device, or at least if there is any outlet that we can borrow a temporary one for the time being due to the technical problem of TomTom.

Many thanks.

Re: No GPS signal

phileasdown — Mon, 02 Apr 2012 09:35:28 GMT

EDIT -

Device - FN4460h09902 (0) (7.7)

Re: No GPS signal

parfz61 — Mon, 02 Apr 2012 09:36:31 GMT

Device SA2271k01561 (0) (20.7)
App 11.035.890538.74 (0) (3010, 21/3/2012), OS 824205
GPS 2.16.201 88313, Boot 569469
Map 'Australia' v885.4019, Release date 1/2012
Language :English UK

Re: No GPS signal

fishy0208 — Mon, 02 Apr 2012 09:40:33 GMT

Could I ask, how have you inputed the device information? please advice.
Thank you.

Re: No GPS signal

loscaps23 — Mon, 02 Apr 2012 09:42:05 GMT

DOWNLOADED ON FRIDAY I THINK UPDATE WHICH WAS AVAILABLE
STOPPED WORKING ON AT 31.03.2012 AT 1400HRS
FACTORY RESET
SOFT RESET WORKS FOR A BIT THEN STOPS OR WHEN TURN OFF CANT GET IT ON
NOW CANT GET IT ON AT ALL
MO GPS
WAITING FOR GPS

Re: No GPS signal

paulsimmons29 — Mon, 02 Apr 2012 09:44:14 GMT

Device: SA1071K03375 (0) (8.7)

APP: 11.035.890538.74 (0) (3010, 21/3/2012, OS 824205

GPS 2.16.201 88313 , Boot 569469

Map: `Europe` v885.4007, Release Date: 1/2012

Language:English UK

Since the install of the new application and maps the Tomtom connects to GPS after a soft reset then when power is turned off the GPS signal is lost until another soft reset, My TomTom only lasts for 10-20seconds after the power is lost even though the battery says 75% and the option to turn off when external power is lost is not selected.

I am slowly loosing confidence in TomTom, which is a shame as I have always raved about the equipment since having a Go 510, Go 720, then this one Go Live 1005, seems very buggy and doesn't always work as expected.

Sort it out Tomtom as I do believe that many of your customers feel exactly the same as me!

Re: No GPS signal

paulsimmons29 — Mon, 02 Apr 2012 09:57:52 GMT

fishy0208 wrote:
Could I ask, how have you inputed the device information? please advice.
Thank you.

Turn Tomtom on and goto Settings, then select Me and my Device,then About My Device, you should get all the ifo you need.

Re: No GPS signal

fishy0208 — Mon, 02 Apr 2012 09:59:13 GMT

Thank you every so much, and thank you for your time.

Re: No GPS signal

RobsH — Mon, 02 Apr 2012 10:00:04 GMT

Hi Ditte,

Can you please update your info page - and be honest?:

http://uk.support.tomtom.com/app/answers/detail/a_id/386/?locale=en_GB

With "limited number of devices", do you mean models, or indeed devices?

I lost the GPS signal on Sat, 31st March on my Live 1000 as well, WITHOUT having applied any updates (at least not knowingly - do they get pushed down automatically?) and not using the device any differently as before.

A soft reset solves the issue until you turn the device off - and then the same procedure starts again, and again, etc.

Reading this forum, all of the new devices are affected, aren't they?

It would be nice to be honest to us and not "spin" the info you have to make is the issue sound smaller than it is!

You just make people anxious that something is wrong with their devices, what in fact it is a software issue, isn't it?

Why are the satellites being picked up after a reset, but not if I turn on the device normally out of a sudden?

Would be nice to be treated as knowledgeable adults. Again, I would appreciate if you would be honest and tell us what is going on.

Thanks