Problem with the map update for Australia

RedTag-0101

Hi there,
I have the Tom Tom Go app, v1.18.1 release/1.18 (2169), installed on a Samsung S8+ & which has been running for over 3 yrs without a problem.

A week ago the Australian map was showing that an update was available so I commenced the update, however when the download got to 97% complete it displayed "download paused" as there was no network connection, but there was nothing wrong with my network connection.

I tried numerous times but the same thing kept happening; I reset the app but the result was the same.

I thought deleting the map & downloading it again might work, unfortunately exactly the same thing happened again & now I have no map! As a test I downloaded the map of New Zealand & that worked fine.

I then uninstalled the app & reinstalled it however the same thing keeps happening, it gets to 96% or 97% & then stops with "download paused" error message.

This happened 6 days ago and each subsequent day I have tried to download the Australian map with no luck.

Can someone please tell me how I can sort out this problem as the app is useless without the map? Thanks.

RedTag-0101

Hi Lampard,
I meant to get back to you yesterday but ran out of time. I have no memory card in my phone & I had tried using both my cell data & my Wi-Fi but both produced the same result, I also don't have any antivirus software on my phone.

However, I received an email from customer support (Prachi) yesterday, he has also been trying to assist me with this problem.

He stated that this was a known issue & they were trying to develop a workaround, in the meantime he suggested I try downloading the Navigation Go app (I wasn't sure what this was) anyway I went to the Play Store & searched for it & it just brought up the app I already had installed, so I opened the app, which opened on the map download page so I thought what the heck I'll try the download again & surprise, surprise, IT WORKED!

So now I have the map back on the phone & I can use the app. I had just one small issue, when I tried downloading the Serena voice it got to around 50 and paused, like it was doing previously with the map, however I tried again last night & it worked fine.

So everything appears to be back to normal & I'm very happy about that.

I certainly won't be deleting the map if such an issue reoccurs in a future map update that's for sure.

Thanks for your assistance, it's much appreciated ,
Cheers,
RedTag-0101

lampard

Glad to hear that, @RedTag-0101

YamFazMan

Hi
@RedTag-0101
Welcome to the site....
Does your Phone have enough free space to install the Map ???

Stay Safe... ATB YFM

RedTag-0101

Hi YamFazMan,
Yes my phone has 29 GB of free space on internal memory and the map only requires 558 MB so that shouldn't be a problem.

I also have another phone with the app on it and I'm getting exactly the same problem with the update, it gets to 97% & stops. It has 16 GB of free space.

I wondered if there was an issue with the Australian map and its update?

lampard

Hi @RedTag-0101

Welcome to the Community! Did you already sort this one out? I would advise you to make a clean re-installation of the App on your Android device, see the steps below:

• Go to the Settings of the Phone.
• Go to ‘Applications’ (maybe called different depending on the OS version used).
• Go to ‘Application Manager’ (maybe called different depending on the OS version used).
• Find the app in the list you’d like to uninstall and tap on it.
• Click ‘Force Quit/Force Stop’.
• In the ‘Storage’ section, tap first ‘Clear Cache’ and then tap ‘Clear Data
• Here, tap on ‘Uninstall’.
• Log out of the Playstore.
• Delete Android / data / com.tomtom.gplay.navapp and Android / OBB / com.tomtom.gplay.navapp.
• Open the Playstore login and reinstall the app on the internal memory (Not on SD Card).
• Once done please close all the apps which are running in the background reboot the phone.
• Reopen the TomTom app and test.

Let us know how it goes!

Best, lampard

RedTag-0101

Hi Lampard,
thanks for your help.

I went through all the steps you suggested but sadly the result was the same, the download was paused, but this time at only 6%.

One thing I might mention that may be important is that after the clean reinstall the Australian map shows that it is a 655 MB file, then when this download fails & I retry it appears as a 558 MB file. Perhaps it's still seeing something on my phone from the previous installs?

The com.tomtom.gplay.navapp and Android / OBB / com.tomtom.gplay.navapp have definitely been deleted in the uninstall though, I had checked that in my previous attempts prior to you mentioning it & I checked again this time round.

I made a few more tries & it got past 6% but it paused again at 97%

lampard

Thanks for checking this, @RedTag-0101!

It seems a bit odd, do you have any antivirus software installed on the phone? If you're using any Memory card > remove it and then try downloading the map again.

Perhaps try to download the map on a different network as if you were using the data connection, connect to WiFi, or vice versa.

Best, lampard

RedTag-0101

Hi Lampard,
I meant to get back to you yesterday but ran out of time. I have no memory card in my phone & I had tried using both my cell data & my Wi-Fi but both produced the same result, I also don't have any antivirus software on my phone.

However, I received an email from customer support (Prachi) yesterday, he has also been trying to assist me with this problem.

He stated that this was a known issue & they were trying to develop a workaround, in the meantime he suggested I try downloading the Navigation Go app (I wasn't sure what this was) anyway I went to the Play Store & searched for it & it just brought up the app I already had installed, so I opened the app, which opened on the map download page so I thought what the heck I'll try the download again & surprise, surprise, IT WORKED!

So now I have the map back on the phone & I can use the app. I had just one small issue, when I tried downloading the Serena voice it got to around 50 and paused, like it was doing previously with the map, however I tried again last night & it worked fine.

So everything appears to be back to normal & I'm very happy about that.

I certainly won't be deleting the map if such an issue reoccurs in a future map update that's for sure.

Thanks for your assistance, it's much appreciated ,
Cheers,
RedTag-0101

lampard

Glad to hear that, @RedTag-0101