No camera updates — TomTom Community

No camera updates

Hi - I've not received the usual camera updates (twice a week on Tuesday and Thursdays) for 2 weeks now. Can you please check into this? Thanks!

Best Answers

  • CrosenderCrosender Posts: 7 [Apprentice Traveler]
    Accepted Answer
    Thanks once again for your great detail and help with this, Doug!

    I've now contacted support through a chat box and was told they'll be looking into this, so am hoping that I won't have to reset.

    Of course if a reset is needed, I will do that, but am hoping to avoid it if possible, having already gone through that once before, so I know what a pain it can be.

    In any case I really appreciate both your level of knowledge and detailed support as well as caring enough to do it quickly.

    I'm sure it'll be taken care of one way or another now, but am hoping it's without the need for a factory reset and will certainly update you as to the outcome - that's if I don't forget to do it, but either way, know that I really appreciated your care and level of support.

    Take care,

    Morris
  • DougLapDougLap Posts: 7,576
    Superuser
    Accepted Answer
    Hi @Crosender

    Your welcome..

    Doug

Answers

  • DougLapDougLap Posts: 7,576
    Superuser
    Hi @Crosender

    I have just downloaded todays file so if you have not been offered it try a Soft Reset and if that does not solve it then a Factory Reset.

    Soft Reset

    https://discussions.tomtom.com/en/discussion/1034215/how-to-reset-your-navigation-device/p1?new=1

    Factory Reset

    Tap Menu/Settings/System/Reset Device.

    Before doing the latter Factory Reset go to the My Drive WEBSITE and log into your account. Check that your My Places, My Routes and 3rd party POI files you may have added to your device are saved there so that they will be restored to the Unit after the Reset.

    If that does not resolve it then advise back here and we can ask one of the Mods to check your units settings on the TT servers.

    Doug
  • CrosenderCrosender Posts: 7 [Apprentice Traveler]
    Thanks for the quick reply Doug!

    Unfortunately I had already done the soft reset, as I really didn't want to go through the factory reset... again! In any case, the soft reset wasn't "hard" enough I guess...

    The problem started last Tuesday (30th) when the update came but failed (sometimes that happens for some reason but will update next time).

    As of last Tuesday, no further updates were offered. Do you know if there's a way to clear a failed update without doing a factory reset?

    Seems like this type of resets (the "factory" variety) is something needed on a regular basis at this point - which is a huge pain in that I have to re-input all my customizations - and that takes a lot of my time.... and will to live! But that's the "lockdown talking" - so it's a figure of speech...

    In any case, I was hoping this is something they can check/fix on their end, before going to the extreme reset route, however, I can't find a way to chat or reach tech support (other than here I mean) and if you know of another way to flag this, please let me know.

    Thanks again for your quick input and (more importantly) for confirming that updates are in fact working.

    Take care,

    Morris

  • DougLapDougLap Posts: 7,576
    Superuser
    Hi @Crosender

    If you Tap Menu/Settings/System/ About what does it say against cameras.

    Below I have detailed how you can contact TT Customer Support during normal working hours Mon/Friday, however it is quite likely that they will ask you to do a Factory Reset as part of the process to resolve your issue. Once you have gone to the My Drive Website and checked that your Data is there it is a simple routine to do a Factory Reset. What happens is the Unit returns itself to the Out of the box position however the Operating System and Map Versions you have on the unit will not be affected and will still be there on completion of the Reset. You will have to set the unit up as you diid originally by inputting your Wifi, and My Drive details and repair your Phone and any particular settings you like such as Wide Route bar .

    It is a good idea to do a Soft Reset after any Updating etc to tidy up the Files

    Try the following:-

    Tap Support at the top of this page
    Sign in Top Right of next Page. (you have to do this)
    When signed in Tap Contact Us bottom right
    Help Box appears and after a few seconds Get in Touch also appears
    Tap Get in Touch
    You are now offered Chat or Email. If Chat is closed it will tell you the hours that it will be available.

    Chat is busy you may have to try a few times
    If the above does not work as described then try another Web Browser..

    Doug

  • CrosenderCrosender Posts: 7 [Apprentice Traveler]
    Accepted Answer
    Thanks once again for your great detail and help with this, Doug!

    I've now contacted support through a chat box and was told they'll be looking into this, so am hoping that I won't have to reset.

    Of course if a reset is needed, I will do that, but am hoping to avoid it if possible, having already gone through that once before, so I know what a pain it can be.

    In any case I really appreciate both your level of knowledge and detailed support as well as caring enough to do it quickly.

    I'm sure it'll be taken care of one way or another now, but am hoping it's without the need for a factory reset and will certainly update you as to the outcome - that's if I don't forget to do it, but either way, know that I really appreciated your care and level of support.

    Take care,

    Morris
  • DougLapDougLap Posts: 7,576
    Superuser
    Accepted Answer
    Hi @Crosender

    Your welcome..

    Doug
  • CrosenderCrosender Posts: 7 [Apprentice Traveler]
    Hi Doug,

    As promised (and most of all... remembered!), I'm updating you as to the results.

    Going forward from your last message, I received an email from Support who have tried to help by pushing the (camera) update - twice - as it continued to fail.

    The third email was the one I was expecting earlier actually, and it said that they've now pushed it twice with no results so that it's now time to do a factory reset.

    Didn't really want to do that as this is not the first time I've had a failed update resulting in a factory reset, so I asked for a third "push", while this time I'd do the update via PC cable and not WiFi.

    I don't believe there's anything wrong with my WiFi as it's not given me any problems with other devices, however, it was the only other thing left to try at this point.

    So she kindly arranged for a third update push and when I went to the update section, it automatically went to update without me having to choose anything, but... it failed in the same way as all the others, giving me the usual error message!

    However, what happened next was totally different as I had a camera update ready and waiting for me to push OK!

    That worked flawlessly and is now up to date. :):)

    Now... would the (second) update have come through even without another "push" from support? I don't know, but it didn't offer it to me even with the cable plugged in on Monday (as it wasn't yet available I guess). My best guess is that My GO 5200 "thought" it was updated and when the Tuesday update came along, it offered it - but still don't know if Support did anything else in the background, that helped, but from my point of view, the cable was the "catalyst" and necessary for this fix - irrespective of what was happening on the "back end".

    Anyway, I am still testing this "theory" so on Thursday (the usual day for camera updates), I will once again use the cable (with WiFi totally disabled of course) and see how it behaves. I expect it won't fail this time either.

    For completion, on Tuesday (the usual other day for camera updates), I will once again use the WiFi and see if it will install this way.

    I can't yet conclude anything for certain, however, I do believe that in this instance, using the cable did make the difference and would recommend to use that in those cases of a failed update (and also asking Support to "push").

    Hopefully this will be of help, if not in every case, at least in some.

    Once again, thank you for your help with this!

    Take care,

    Morris
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