MyDrive Connect - Outage

Map updates on TomTom HOME won't load

chriscarminat02
chriscarminat02 Registered Users Posts: 20
Master Traveler
edited January 2020 in Built in car navigation
I've got carminat tomtom, when I go into update my tomtom it just goes to the loading page and no further.
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Answers

  • VikramK
    VikramK Administrators Posts: 13,745
    Moderator
    Hi chriscarminat02

    When updates are offered for download, before proceeding with the installation could you check the map version offered under more info-

    0n06cgnj7ti0.png

    Make sure that its v10.40 which is the latest one.

    Regards
    Vikram
  • chriscarminat02
    chriscarminat02 Registered Users Posts: 20
    Master Traveler
    Many thanks for your reply, my problem is I don't get as far as this page, it won't go past "Getting these updates automatically" where the loading button just continually says loading but never loads.
  • VikramK
    VikramK Administrators Posts: 13,745
    Moderator
    Hi @chriscarminat02

    Have you tried reinstalling TomTom HOME on your computer?

    We have released a new version last week, you can download it from our FAQ support page-http://uk.support.tomtom.com/app/answers/detail/a_id/7448

    Regards
    Vikram
  • chriscarminat02
    chriscarminat02 Registered Users Posts: 20
    Master Traveler
    Hi Vikram have just uninstalled and re installed and still no difference, still can't get past the loading screen for updates.
  • DougLap
    DougLap Posts: 9,831
    Superuser
    Hi @chriscarminat02

    If you have a PC could you try uninstalling again using Revo Uninstaller which has been successful for a number on here. The reinstall again from the page Vikram linked.

    Doug
  • chriscarminat02
    chriscarminat02 Registered Users Posts: 20
    Master Traveler
    Hi Doug many thanks for that, the revo did find a few old versions! Unfortunately when re installed same thing happened, I log in go to update my carminat, and then get stuck on "Checking for updates for your navigation system" Loading. And doesn't load!
  • DougLap
    DougLap Posts: 9,831
    Superuser
    Hi @chriscarminat02

    Thank you for the info. Shame it did not do the trick. Lets see if @VikramK has any suggestions.

    Doug
  • chriscarminat02
    chriscarminat02 Registered Users Posts: 20
    Master Traveler
    I seem to have lost the maps altogether on my card now!

    How do I wipe it and start again!

    Many thanks Chris
  • DougLap
    DougLap Posts: 9,831
    Superuser
    Hi @chriscarminat02

    Await @VikramK to advise.

    Doug
  • VikramK
    VikramK Administrators Posts: 13,745
    Moderator
    Hi Chris

    You still have an active subscription for Europe map update service.

    However the error- " Checking for updates " is a known issue with TomTom HOME and we have a ticket which is under investigation.

    Regards
    Vikram
  • VikramK
    VikramK Administrators Posts: 13,745
    Moderator
    edited January 2020
    Hi @chriscarminat02

    There is a workaround available, to help you with it; please get in touch with our customer service.

    Regards
    Vikram
  • YamFazMan
    YamFazMan Posts: 20,795
    Superuser
    Hi
    @chriscarminat02

    You haven't stated your location in your profile
    Tomtom support World Phone numbers....
    https://discussions.tomtom.com/en/discussion/1115662/phone-numbers-to-contact-customer-support-new/p1

    ATB YFM
  • chriscarminat02
    chriscarminat02 Registered Users Posts: 20
    Master Traveler
    Hi VikramK What's the best way to get hold of customer service?
  • DougLap
    DougLap Posts: 9,831
    Superuser
    edited February 2020
    Hi @chriscarminat02

    Scroll to the bottom of this page and click on Contact Us under Support.

    Tap Car Navigation
    Tap Inbuilt
    Select the type from the list
    Tap the Option Box Select our Support device etc
    Select Troubleshooting
    If you are in a country with Phone Support the Option to click on that will appear. You do not say where you are in your Profile.

    Doug
  • chriscarminat02
    chriscarminat02 Registered Users Posts: 20
    Master Traveler
    Cheers Doug, emailed them 9 am this morning nothing 5 hrs later! phone number is a premium rate number. I'm in the UK.
  • francisreboucas
    francisreboucas Registered Users Posts: 1
    New Seeker
    In TomTom Home preferences change folders to a location with write permission.

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