GO PRO 6250 - no updates, no services

Paro1926
Paro1926 Registered Users Posts: 9
Apprentice Traveler
Good morning. Since I could not be helped in the German forum, the support via chat is also not available and there is no telephone support, I'll try here. In the company we use TomTom 6250. These connect via the WLAN to get updates. This does not work anymore since a few days. Also the "TomTom Services" do not work (login not possible). Likewise, the update via MyDrive Connect does not work (USB). I have tried the following: other WLAN, reset to defaults, firewall settings, etc.. All without success. Do you have another hint for me? And is there perhaps a support email address? Because the chat is only on "Connecting" and that's it (tried several browsers, no ad blocker, cookies accepted).

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Comments

  • YamFazMan
    YamFazMan UKPosts: 21,480
     Superuser
    edited August 2021
    Hi
    @Paro1926
    Welcome to the site....
    The GO 6250 (Wi-Fi) connected devices normally update using Wi-Fi....
    Note... Tomtom recommends a minimum Wi-Fi download speed of 30Mbps
    The Tomtom (Wi-Fi) connected devices like the GO 6250 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....


    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

    7g8gwfpx1swt.jpg
    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

    zzb10t6jrg2v.jpg
    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 log in 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... A new version of MyDrive Connect has been released.....
    See.... https://discussions.tomtom.com/en/discussion/1130566/a-new-version-of-mydrive-connect-released

    When using the latest MyDrive Connect, the menu flow has changed....
    Now, when using the latest version of MyDrive connect to update a NAV5 (Wi-Fi) device over USB, it >> APPEARS << that you can update the device using the MyDrive Connect menu structure... When in fact this is >> NOT << the case....

    Clicking on the update button only opens the new MyDrive Connect "Splash screen" saying "UPDATE DEVICE THE EASY WAY" etc...

    The NAV5 (Wi-Fi) devices have no access to the MyDrive Menu structures as used by the previous NAV3 & 4 devices.....
    ___________________________

    If you choose to update a NAV5 (Wi-Fi) device over USB....
    MyDrive Connect only needs to run in the background on the PC Taskbar... You can close the 'Main Mydrive Window'

    em7rmo28tl38.jpg
    That is displaying "UPDATE DEVICE THE EASY WAY" Splash screen...

    a1a9r6jyfdho.jpg
    Updating a NAV5 (Wi-Fi) device... Even if you are updating using USB... The updating method is the same as using Wi-Fi....
    All the update actions are executed on the device...
    Tap the 4Dot (.... Menu) --> Setting --> Updates & New Items....
    If a Operating System Software update (Navcore) is required... Deselect the remaining updates, install the Navcore update 1st....

    The Navcore Software Update is Mandatory, you cannot deselect the update....
    lvf6a0pjrt8t.jpg
    Then install the remaining updates....
    I always install the update one at a time....
    There's less chance of a log jam on the Server....
    iofr8x26j4oi.jpg
    Extra Maps are Installed/Maintained... Tap the 4Dot(.... Menu) --> Setting --> Maps

    Stay Safe... ATB YFM
  • Paro1926
    Paro1926 Registered Users Posts: 9
    Apprentice Traveler
    much text ... unfortunately little help ... I know the usual information, this can be found on the help page and in the manual. the question was behind it: why does all this NOT work, why do I always get : "Oops, We are having trouble accessing TomTom service" ... and that for days, despite reset, wifi change, usb (mydrive connect), etc.. on the device i can't even log in to the services ... is there any possibility to contact support by mail? chat also does not work ... thx
  • YamFazMan
    YamFazMan UKPosts: 21,480
     Superuser
    edited August 2021
    Hi
    @Paro1926
    Paro1926 wrote: »
    (Snip) Why do I always get : "Oops, We are having trouble accessing TomTom service" (Snip)
    Ahh, Re... "Oops, We are having trouble accessing TomTom service" error message....
    Is your GO 6250 (Wi-Fi) connected to your PC over USB + MyDrive Connect running in the background ???
    If 'Yes' The USB Connection will take priority over the Wi-Fi Connection and give the error message "Oops, we are having trouble accessing Tomtom services"
    I find that for the initial Registration and Configuration of the Wi-Fi connected devices, the device, Must be connected over Wi-Fi....
    _____________________

    Try... 'Right Click 'on the MyDrive Connect Icon on the PC Taskbar and Click 'Quit' MyDrive Connect....
    If possible, use something like a Mains powered USB charger e.g... iPhone/iPad Charger + Tomtom USB lead to power the GO 6250 for the initial Registration and Configuration....

    Stay Safe... ATB YFM
  • Paro1926
    Paro1926 Registered Users Posts: 9
    Apprentice Traveler
    edited August 2021
    I also noticed that wifi automatically "quits" when using MyDrive Connect via USB. But also only via wifi I just get an "Oops, ..." and can't log in or download updates there either. Could it perhaps be that your services are on strike? I have already completely reset the device and reconnected it to different WLANs as well, but neither login nor updates work. I also have a Truck 500 here, this I can also not connect to MyDrive Connect ... so I rather suspect that the error is perhaps with your servers?! That would then also explain why the problem occurred "spontaneously at once".
  • YamFazMan
    YamFazMan UKPosts: 21,480
     Superuser
    Hi
    @Paro1926
    This is a User Forum, where users help each other (Overseen by TomTom staff)
    They are not my servers, I'm just a user like yourself....

    ATB YFM