Via 1535 cannot be found by the computer due to interruption when upgrading — TomTom Community

Via 1535 cannot be found by the computer due to interruption when upgrading

Tried to upgrade the map in Via 1535, but the device looks like getting stuck and keeps waiting. Accidentally disconnect the device, the device cannot be recognized by the computer anymore. Any help? Thanks!

Answers

  • VikramKVikramK Posts: 11,581 Moderator
    Hi @Odden
    Welcome to the community!
    Are you using the TomTom supplied USB cable to connect the device?
    Have you tried another USB port on the computer/laptop to see if the device gets recognized?

    Also, find more troubleshooting advice on our support article here-
    https://help.tomtom.com/hc/en-gb/articles/360013900240

    Regards, Vikram
  • OddenOdden Posts: 3 [New Seeker]
    Hi Vikram,

    Thank you very much for your help. I tried different portal and different computers, it does not work. The major issue is that when I upgrade the map in my device, "My connect" shows "upgrading" is not successful. Then accidently I removed the connection between the device and the computer, then the device is dead. I can press the power button 20 seconds, then the device shows a Tomtom with a running arrow in a circle, then automatically switch off after a while. I guess that is because the upgrading software removes the original set up in the device, but did not write the new information into the device. Any advice is appreciated.

    Kind regards, Odden
  • YamFazManYamFazMan Posts: 19,219
    Superusers
    edited April 29
    Hi
    @Odden
    Welcome to the site....
    It sounds like Recovery Mode has already initialized on your device ???

    MyDrive Connect >> MUST << be running on your PC, and be capable of displaying as >> CONNECTED << on MyDrive Connect...

    When the device is in Recovery Mode... The device MUST be connected to your PC using the supplied USB Cable with MyDrive Connect running in the background for the Recovery process to complete....
    ___________________________

    Installing MyDrive Connect....
    Here... https://help.tomtom.com/hc/en-gb/articles/360013959499-Installing-MyDrive-Connect

    See Tomtom FAQ....
    Navigation device not starting or displaying a cross....
    I think the device is somewhere around bullet-point (5) in the linked FAQ below... i.e... The spinning disc....
    See... https://help.tomtom.com/hc/en-gb/articles/360013959579-Navigation-device-not-starting-or-displaying-a-cross

    Once Recovery Mode is initiated, and if a connection to MyDrive Connect has NOT established....
    Recovery Mode will continue to attempt to connect to MDC until the Server eventually times-out
    Any attempts at a Restart... The device, will continue to display a Splash screen with image of a PC and a Red Cross or a Screen displaying a spinning disc, until Recovery mode can establish a connection to MyDrive Connect or the Server eventually times-out....
    ___________________________

    End
    ___________________________

    You may need to contact Tomtom Support....
    Contacting Tomtom Support….
    Due to COVID-19 the phone service has been suspended
    The way of contacting Customer Services has changed
    For Tomtom Support Email or Chat lines...
    (Monday to Friday Normal Office Hours)

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

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

    Stay Safe... ATB YFM
  • OddenOdden Posts: 3 [New Seeker]
    Dear @YamFazMan,

    Thank you very much! The problem I encounter is more complicated as pressing the power button without releasing it does not bring the white texts with black background out, thus the recovery instruction does not work. But your advice is really helpful and i have sent an inquiry email to TomTom support team. Thank you very much!

    Kind regards
  • YamFazManYamFazMan Posts: 19,219
    Superusers
    edited April 29
    Hi
    @Odden
    You're welcome, glad you're sorted :)

    Yes... I think Recovery Mode has Auto started and already in progress on your Via 1535, the device is somewhere around bullet-point (5) in the linked FAQ below... i.e... The spinning disc....
    See... https://help.tomtom.com/hc/en-gb/articles/360013959579-Navigation-device-not-starting-or-displaying-a-cross

    ATB YFM
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