Failed connection to Microsoft Surface Pro

Spoke · January 2018

I purchased my tom tom rider new about 12 months ago and was not able to update it as it would not sync with my surface pro. I was told by Tom Tom this would issue is common and would be fixed very soon. I have tried to connect my device to my computer again just now as I am trying to plan a major trip and it still wont recognise my device (12 months later?).
Has this been fixed, or do I have to either purchase a new compatible computer, or more economically, purchase an alternative device, eg a Garmin?

Any assistance would be greatly appreciated.

YamFazMan · January 2018

Hi
@Spoke
The Computer Manufacturers appear to be setting "USB Selective Suspend" to ON as default
Especially Laptops, maybe to improve the look of the battery life
________________________________

Random Disconnects on Surface Pro 3 & 4
Do you have or have access to a 'Surface Dock', if so plug your device into a USB port on that. Others have found that to work

On the Win10 tablets, Microsoft has hidden the "USB Selective Suspend" menu
You will need to edit the Registry for the USB Selective Suspend menu to show

See….. https://en.discussions.tomtom.com/rider-51/update-fail-tomtom-rider-410-on-a-microsoft-surface-pro-3-windows-10-1025704?postid=1177921

See..... https://en.discussions.tomtom.com/mydrive-connect-apps-474/go-500-random-disconnections-on-surface-3-pro-968783

ATB YFM

mulvers · September 2018

I still can't update my GO 6100 - I will never buy a Tom Tom again. Where's the official support for this?
I don't have problems with any other USB device, just Tom Tom which seems to be a common theme.

YamFazMan · September 2018

Hi
@mulvers

The Computer Manufacturers appear to be setting "USB Selective Suspend" to ON as default
Especially Laptops, maybe to improve the look of the battery life
________________________________

Random Disconnects on Surface Pro 3 & 4
Do you have or have access to a 'Surface Dock', if so plug your device into a USB port on that. Others have found that to work

On the Win10 tablets, Microsoft has hidden the "USB Selective Suspend" menu
You will need to edit the Registry for the USB Selective Suspend menu to show

See….. https://en.discussions.tomtom.com/rider-51/update-fail-tomtom-rider-410-on-a-microsoft-surface-pro-3-windows-10-1025704?postid=1177921

See..... https://en.discussions.tomtom.com/mydrive-connect-apps-474/go-500-random-disconnections-on-surface-3-pro-968783

ATB YFM

vistisen · September 2018

Do you have any VPN software installed on you computer? Cisco Anyconnect and TOMTOM updates are not compatible in my experience. Even if the VPN is disabled downloads fail all the time. I have tried three computers and it was only the third (my sons) computer without VPN installed that would worked. I tried uninstalling Cisco anywhere on one of the two computers that did not work and suddenly TOMTOM worked there as well!