Can not update new files or maps since December 2019 — TomTom Community

Can not update new files or maps since December 2019

AmiBoAmiBo Posts: 16 [Outstanding Explorer]
Has anyone experienced the same problem, I can not do any downloads to my Go Premium-device. When connected to Internet and trying to start downloads (at the moment four pending; System, Maps, Speed cameras and Charging stations), I get – after 5–20 seconds – the message "Ooops. Something went wrong. Please ty again" (in Swedish). It does not matter how I am connected to the net (the device has built-in Internet) I have tried a number of ways and combinations) and it does not matter if I uncheck any (or all but System), same message. I have had the device cinnected to the net for periods of 24 hour (suggerstion from chat-support, the device should update itself, without my interference. But still no success...)
I have tried to get help from "Chat-desk" at least once a week for 2 months now, but I have got no solution so far. My device has been to service in december and found flawless, operating as expected...
Please anyone...

Comments

  • DougLapDougLap Posts: 6,423
    Superuser
    Hi @AmiBo

    Sorry if i am repeating things you have been told and tried but here are some ideas.

    Firstly I am asking here if @VikramK can check the Logs on their servers to ensure there is not a problem because you have tried several times. He will comment once he has done that

    Are you trying to do the downloading directly via Wifi and not involving your PC if so there can be the odd problem particularly if your Wifi is slowish, Tomtom suggest 30mb download, in which case then you connect the device to your PC with MyDrive Connect running. When you get the screen saying use the easy method then stay connected to but ignore your PC and use the menu options on the GO unit to download the Updates. I assume you are connected to a house Wifi system and not trying to use a Mobile Wifi system.

    If there is an operating (System) update then that must be done first and you should not check any of the other Updates until that is completed When you do start to do the other updates it is recommended that you do them one at a time and when you have completed them do a Soft Reset i.e. with the unit on and ready Hold the ON/OFF button down until you hear the drumroll sound (about 20 seconds or so) then let the button go.

    You could try a Full Reset of the device. If you have any Favourites i.e. My places or have added any Poi files out Route files then go to the Tomtom My Drive website and log in to your account. The data should be there, provided you have been logged into the account on your Go unit, and will be restored to your device after the Reset.

    Tap Menu
    Tap Settings
    Tap System
    Tap Reset Device.

    This will restore your unit to out of the box and you will have to set it up again however it will not change the versions of the Operating Software or Maps currently on your device..

    You could ensure that you do not have any Antivirus software interfering by stopping that while trying the updates. Also if you are connecting to your PC to do the Updates can you check you don't have Power saving Settings turning your USB sockets Off .

    Doug
  • AmiBoAmiBo Posts: 16 [Outstanding Explorer]
    Thank You Doug for your quick answer.
    Yes, I have done all the things you suggest. Yes, my internet connection i a bit slow 15–20MB, but it has worked fine earlier (aug–dec) and I have tried a fast network (>100MB). Yes, I have made "factory-resets" as well as "soft-resets". I have tried to unblock all downloads except "System".
    I cannot connect to internet via USB and my MacBook Air though. There is electrical contact (the device gets it power from computer-USB), but the device does not let me use this way to internet. It tells me to connect via USB, but I can not go any further from there. I have turned the wifi.connection in the device "off" (forget this network) to make shure the device only can use the USB interface. And yes, MyDrive Connect is running (or at least open...)
    Still no luck, but thanks...
  • DougLapDougLap Posts: 6,423
    Superuser
    edited February 6
    Hi @AmiBo

    Do not turn the Wifi option Off on the GO unit when you are connected to the Apple MacBook Air.

    When you connect to the MacBook Air do you get a screen which says Do the updating the easy way?

    Doug
  • AmiBoAmiBo Posts: 16 [Outstanding Explorer]
    I think I finally found the solution (if nothing has been altered in the TomTom account-database on that side...
    I have been using another USB cable (from my older TomTom) because the one that came with the device has been more or less been built-in to my dashboard in the car. I took time to free it, bring it home and connect to Mac computer (with computer-wifi on and device wifi off).
    And finally IT SEEMS(?) TO BE WORKING! (not quite sure yet...)
    Many thanks for your support!
    Kind Regards
    AmiBo
    Stockholm, Sweden
  • AmiBoAmiBo Posts: 16 [Outstanding Explorer]
    The problem was NOT my cable! Someone did something at the TomTom-side, but the most seems to work, apart from I no longer have a Swedish map! Only DE AT CH (which I suppose is Germany and others...
  • YamFazManYamFazMan Posts: 17,770
    Superusers
    Hi
    @AmiBo

    The NAV5 (Wi-Fi) devices like you’re Go 6200
    Normally update using Wi-Fi......See Option... (1)
    But you can update over USB... See Option... (2)


    TomTom Video... Updating your navigation device using Wi-Fi®



    If you have successfully connected your device to your Wi-Fi....
    To check your Connection Speed, Signal Strength & Quality
    On the Device... Tap 4Dot (.... Menu) --> Settings --> Wi-Fi
    Tap on the Your Wi-fi name (The one Showing as connected)
    A new Menu Page opens

    7g8gwfpx1swt.jpg
    On the left-hand side of the screen is your Wi-Fi Connection Status

    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
    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
    __________________________

    Note... 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


    27bxc59f2s23.png
    ATB YFM
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