Device does not show in Device Manager

vgibertini

Hello,
I have been trying to update my device through MyDrive Connect but I cannot find a way to connect my TomTom device to my laptop.
When I connect it, it shows as "connected" in MyDrive Connect for about 30 seconds, then the connection is lost. Furthermore, the device never appears in Device Manager. However, on the device's screen I always see "Connected to your computer", even when MyDrive Connect says it is not connected.

I have tried everything I could think of, reinstalled MyDrive Connect several times, contacted TomTom support that even sent me a new cable, but when I told them that I tried connecting to a friend's PC and it worked (but it didn't work with the PC of another friend), they said it's not their problem because the device works. Apparently as long as it can connect to 'some' PC, then I'm on my own. Very unhelpful.

Anyone has any idea?

Thanks.

YamFazMan

Hi
@vgibertini

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)
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

YamFazMan

Hi
@vgibertini

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)
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

vgibertini

It seems to be working now.
I had changed the settings in the Power Menu but not the registry. That was probably the issue.
It would be nice if TomTom support actually knew this. I have spent almost a month of back and forth.

YamFazMan

Hi
@vgibertini

You're welcome, glad you're sorted

ATB YFM

lampard

Hi @vgibertini

Welcome to the Community and I'm glad to know that you found what you were looking for! When you get a chance, click 'Yes' on YamFazMan's comment above to mark it as an answer. This will help others with similar concerns to find it.

Regards, lampard