My Tomtom Via 53 repeatedly stops mid update

llew71

Now it has no map, or half a map as I notice some of it's internal space has been taken. So the map has downloaded 33% and then stopped. Now I can't install any map and TomTom customer services cannot help me after hours on the phone on Wednesday, Thursday and Friday, Why is there no sensible way to manage these machines? I have literally no management options in MyDrive Connect to help fix the problem.

YamFazMan

Hi
@llew71

See Tomtom Video... No Maps Available (Wi-Fi® devices)
Tap on the black bar at the bottom right for the full Screen option



ATB YFM

llew71

Have tried these steps repeatedly and with customer support on the phone for hours. There are very few options let's face it, so it is pretty obvious how to use it. The problem is that it won't go past 12% and then it starts again, and again, and again, eventually says update failed. Then offers no maps at all, tells me to go to tomtom.com and buy one! There is no way out, no options on MyDriveConnect and if customer services can't help then really what is the point. It's nearly a week now that I haven't been able to use it. if it ever downloads the map this century, I will be very sure to never ever update the unit again!

YamFazMan

Hi
@llew71

Have you tried using Option... 2 Updating over USB ???

The NAV5 (Wi-Fi) devices like you’re Via 52 normally update using Wi-Fi...
Tomtom recommend a minimum Wi-Fi download speed of 30Mbps
Tomtom NAV5 (Wi-Fi) devices will only connect to a 2.4GHz Wi-Fi network
All the update actions are executed on the device...

If Wi-Fi is not available or is slow/unstable/unreliable.....
See Option... (2) Connect over USB
___________________________

Option... (1) Connected Wi-Fi
Tap the 4Dot(.... Menu) --> Setting --> Updates & New Items
Extra Maps are Installed/Maintained... Tap the 4Dot(.... Menu) --> Setting --> Maps

I always update my devices one Update at a time
The NavCore Application and QuickFixGPS updates are force ticked by Tomtom... Deselect any other updates like Maps, Speed Cams etc... Update the mandatory item/s first, when complete update the remaining items one at a time

Note... NAV(5 Wifi) devices connected over Wifi do not require MyDrive Connect to be running Even if myDrive is running you have no access the MyDrive Connect menu structures as used by the previous NAV3 & 4 devices

Option... (2) Connected USB
If Wi-Fi is not available or is slow/unstable/unreliable.....
Tomtom recommend a minimum Wi-Fi download speed of 30Mbps
Updating your new NAV5 (Wi-Fi) device over USB will require "MyDrive Connect"
Get it here.....
www.tomtom.com/getstarted
Run MyDrive Connect.....
Note... The NAV(5 Wifi) devices have no access the MyDrive Menu structures as used by the previous NAV3 & 4 devices
MyDrive Connect will only show a "Splash screen" saying "Connect your device using Wifi" etc
If required you can close the 'Main Mydrive Window' showing the "Connect your device using Wifi" Splash screen... MyDrive Connect only needs to run in the background on the PC TaskBar


Connect your Device to a USB Port on your PC
Updating a NAV5 (Wi-Fi) device using USB is the same as using Wi-Fi, all of the update actions are executed on the device...
Tap the 4Dot(.... Menu) --> Setting --> Updates & New Items
Extra Maps are Installed/Maintained... Tap the 4Dot(.... Menu) --> Setting --> Maps

ATB YFM

DougLap

Hi @llew77

Have you tried a Factory Reset.

tap menu
Tap Settings
Tap System
Tap Reset Device

Then follow the No Maps video.

Doug

llew71

YamFazMan yes the phone support team tried both options with me. I am currently stuck in option two, at 35%. It takes 30mins to get up to 45% and then says "oops no connection" and I start all over again at 35%.

DougLap it won't give me the menu options on the device until I install a map. The only page I get is "No map available, please install one before using your device". The only option on the screen is "install map". There are no options in MyDrive Connect either. If the map is corrupted I have absolutely no way of deleting it except by spending another two hours with phone support.

Angelgirl38

Did you get your problem resolved as I have exactly the same problem now

DustWolf

I have the same problem. I have a GO 6200, but cannot update it over WiFi because of this issue. If I update over USB, it goes up to 24% then it stops.

I noticed if I disconnect the USB cable and reconnect it, or close the MyDrive app and restart it (without stopping the transfer on the device), the download resumes for another 24%.

It is very obvious because MyDrive connect is downloading from the AmazonAWS cloud, but then it stops downloading and the download on the device stalls. Restarting the app makes it connect to a different node and the transfer again continues for some time then stops. So far I was able to get it to 60 % by baby-sitting it and closing MyDrive Connect and restarting it whenever the download stalls.

DougLap

Hi @DustWolf

Does your PC have USB Power Saving Settings that are turning the socket off before the download is completed. If you can turn the Power saving settings off then that may resolve your problem.

The PC have tended to make these Power saving setting more aggressive to make it look like they have better battery life.

Doug

DustWolf

There are no special settings on my computer, this worked fine two map updates ago. I've had this device for years. I don't even use Windows except for things like MyDrive that don't work in Linux. The problem is obviously on the TomTom end.

I've got it all the way to 100% by restarting the MyDrive every time the download stalled. I've noticed that when the download stalls, MyDrive Connect crashes and needs to be force closed. Now that the transfer has gone to 100% it seems my map is fine and working properly.

DustWolf

Also, I am doing this on a desktop and the power saving argument makes no sense.

YamFazMan

Hi
@DustWolf

If you are using a Laptop... Do not use the Battery when updating... Connect the Laptop to The Mains Using the Power Adapter
_____________________

Re "Download/installation interrupted".....
Are your USB ports set for power saving "USB Selective Suspend"

Win7 See... http://www.sevenforums.com/tutorials/147369-usb-selective-suspend-turn-off.html

Win10 See… https://www.tenforums.com/tutorials/73187-turn-off-usb-selective-suspend-windows-10-a.html
Click on link and scroll down to "Turn Off USB Selective Suspend"

Also turn off any Screen savers any other Power savers or USB port monitoring software installed
______________________

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
_______________________

Laptop users also see Note (1) & (2) Below....
Note... (1) My Linx 10/10 Win10 Tablet is exactly the same... I had to edit the Registry to activate the advanced setting in the Power Menu
Note...(2) Recently a User with a Dell XPS 9360 Laptop also exactly the same problem ... he also had to edit the Registry to activate the advanced setting in the Power Menu

See... https://discussions.tomtom.com/en/discussion/comment/1234855/#Comment_1234855

ATB YFM