Wi-Fi authentication problem on GO Premium

Jude_8 Registered Users Posts: 3
Apprentice Seeker
Cannot set up direct WiFi "authentication problem" . Cannot get My Drive to connect. At wits end as reason for purchase was possible personal emergency and to have reliable sat nav. (Do have GPS in car but then so does my old sat nav).
Phone numbers state support only by live chat or email - appears to be no option for latter and unsure the chat is actually "live".

Any ideas would be very much appreciated.


  • YamFazMan
    YamFazMan Posts: 20,832
    Welcome to the site....
    Due to COVID-19 the phone service has been suspended
    For Tomtom Support Email or Chat lines...
    (Monday to Friday Normal Office Hours)

    The way of contacting Customer Services has changed

    (1)... A couple of Tips when Contacting Tomtom Support....
    Here... https://discussions.tomtom.com/en/discussion/comment/1714844/#Comment_1714844

    (2)... Tomtom FAQ … How to Contact Tomtom Support....
    Here… https://help.tomtom.com/hc/en-gb/articles/360015568919-How-to-contact-TomTom-support


    The NAV5 (Wi-Fi) devices normally update using Wi-Fi....
    If Wi-Fi is not available or is slow/unstable/unreliable.....
    See Option... (2) Connect over USB....

    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 Your WI-FI name (The one Showing as connected)
    A new Menu Page opens

    On the left-hand side of the screen is your Wi-Fi Connection Status

    Tomtom recommends 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...


    Option... (1) Connected Wi-Fi

    Updating the device....
    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 Wi-Fi) devices connected over Wi-Fi 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 recommends a minimum Wi-Fi download speed of 30Mbps

    Connecting hard-wired over USB is normally more reliable than any Over The Air Connections
    Updating your new device over USB will require "MyDrive Connect"
    Get it here..... https://help.tomtom.com/hc/en-gb/articles/360013959499-Installing-MyDrive-Connect

    There's no need to login to MyDrive Connect... See Note... (1)
    Connect your Device to a USB Port on your PC
    The Update will hopefully complete

    If you're using a Laptop it would be also more advisable to use a hard-wire connection back from the Laptop to the Router....

    Note... (1) MyDrive Connect will only show a "Splash screen" saying "Connect your device using Wi-Fi" etc....

    If required you can close the 'Main Mydrive Window' showing the "Connect your device using Wi-Fi" Splash screen... MyDrive Connect only needs to run in the background on the PC Taskbar... The NAV(5 Wi-Fi) devices have no access the MyDrive Menu structures as used by the previous NAV3 & 4 devices
    Updating a NAV5 (Wi-Fi) device using USB is the same as using Wi-Fi, all 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

    Stay Safe... ATB YFM
  • DougLap
    DougLap Posts: 9,870
    Hi @Jude_8

    Are you having a problem trying to connect your Home Router to the TT unit. The solution may be to do a Factory Reset and set it up again.

    Tap Menu
    Tap Settings
    Tap System
    Tap Reset Device.

    If you have loaded any My Places etc go to your account at the MyDrive Webpage and log in and check they are saved there.

    If you are using an IPhone with IOS 13,and later then you will not connect the MyDrive App as part of the Bluetooth set up. This is an issue since IOS13 was released.

    Do not open the MyDrive App at any time during this

    Open Personal Hotspot in the phones settings and turn Personal Hotspot on. Do not try to link this to the TT units Wifi.

    Open Bluetooth in Settings on the Phone and turn on. Now turn on TT unit and go to Settings / Bluetooth and Tap Add phone. Now pair with the iPhone as you would do with other equipment.

    You should finish with Bluetooth connected. It should be noted that at all times when connecting by Bluetooth you must have Personal Hotspot on although you will not be asked for its Password.

    This BT link will enable Traffic if the inbuilt some loses connection and Handsfree Calls.

    The non involvement of the MyDrive App means messaging will not work which is what the Apps involvement was for.