topic Re: No GPS signal in News and announcements

No GPS signal

Ditte — Fri, 13 Apr 2012 13:32:16 GMT

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

Re: No GPS signal

sandweson — Fri, 13 Apr 2012 13:43:41 GMT

@ 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

Re: No GPS signal

NoGPS — Fri, 13 Apr 2012 14:57:22 GMT

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.

Re: No GPS signal

Zsolt — Fri, 13 Apr 2012 15:40:08 GMT

@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/202399/message-uid/202399#U202399

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

Re: No GPS signal

Zsolt — Fri, 13 Apr 2012 15:46:08 GMT

@Ditte: Just watched the video. Jolly good :)

Re: No GPS signal

NoGPS — Fri, 13 Apr 2012 16:42:28 GMT

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 :)

Re: No GPS signal

Zsolt — Fri, 13 Apr 2012 16:55:03 GMT

;)

Re: No GPS signal

WallaceWins — Fri, 13 Apr 2012 17:29:12 GMT

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!

Re: No GPS signal

WallaceWins — Fri, 13 Apr 2012 17:32:40 GMT

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!

Re: No GPS signal

Zsolt — Fri, 13 Apr 2012 17:48:03 GMT

@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/202399/message-uid/202399#U202399

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.

Re: No GPS signal

NoGPS — Fri, 13 Apr 2012 18:03:37 GMT

@Zsolt

Tried again as suggested three times, waited for the cog screen a second screen appears tomtom with a red X .and a laptop. Switched off tomtom followed TT instructions waited out side 20 mins - No Gps Signal.

After completing all the above my computers both say - everything is up to date as before but - No Gps Signal.

Re: No GPS signal

Zsolt — Fri, 13 Apr 2012 18:08:18 GMT

If it shows APP 11.037 on the unit, then give a call to CS. Might be another fault.

There were examples of units picking up the first satellite lock 1 hour after a successful update.

Re: No GPS signal

NoGPS — Fri, 13 Apr 2012 18:27:00 GMT

@Zsolt

I will leave it outside for an hour - then I think it will have to be the end of the road for me with TT.

I stuck with it because I really liked TT. Support just repeat everything you suggest via email and I have already returned the first 1005 to Amazon - same problems. Very frustrating to say the least.

Thanks again for yours and others help on this Forum - where would we all be without you guys trying to help !!!

:smileyhappy:

Re: No GPS signal

Zsolt — Fri, 13 Apr 2012 19:12:53 GMT

@NoGPS: Fair enough ;)

Re: No GPS signal

Dudley — Fri, 13 Apr 2012 20:37:41 GMT

My VIA 1500 lost the GPS signal around April 1st. Tech support was able to update my device with no problems. I have three TomTom units and this is the only one that has given me a problems.

Re: No GPS signal

mrgummerson — Fri, 13 Apr 2012 22:11:43 GMT

That has done it now its well shafted , all i get is the connect to computer screen after the three tap thing but i can not get the computer to install the update req

@zsolt

mrgummerson — Fri, 13 Apr 2012 22:28:02 GMT

i think the problem is all the computer says is connecting when it should read the serial number

any help would be good as it is now sutck on the reset screen

Re: @zsolt

Zsolt — Sat, 14 Apr 2012 00:15:50 GMT

@mrgummerson: Just had a look at a few of your posts to work out what have you tried so far. Am I right saying you've tried only on a Mac? Although it should work, would it be possible to see someone with a Windows PC and probably with a 32bit edition, and preferably Firefox.

Sometimes Macs and W7 64bit can cause these sort of things.

But let us know if I am wrong, and we try to work it out.

Edit: I don't have a Mac, but found this one for you, it might help: http://uk.support.tomtom.com/app/answers/detail/a_id/12428/kw/mytomtom%20mac/sno/1

Re: No GPS signal

FlatCat — Sat, 14 Apr 2012 02:30:52 GMT

A quick status update.
Previous post: Installed 11.037, no GPS signal, did hard reset outside, eventually found signal and it then it worked for the day.

Have now left it off overnight. Next morning, just viewing the map as I drove several kms it didn't update at all. Still thought I was parked at home.

However, if I plug in a route, it immediately jumps to the correct map location and starts working as normal.
Cancel the route and the map view now works properly.

So it is useable which is good because I have to go to the Gold Coast in 2 weeks and don't know my way around there.

Re: No GPS signal

Nevergiveup — Sat, 14 Apr 2012 05:45:05 GMT

@Ditte

An excellent 'video', which in combination with your 'Additional tips', will be a most helpful tool, to get those people who are still struggling with their devices back on track.