Rider 550 stuck in catch 22 No maps available

SandbergHB
SandbergHB Registered Users Posts: 5
Apprentice Seeker
Yesterday I received my Rider550 premium pack.

I have gone through the normal settings on the device, set up Wi-Fi and connected to the internet.
Then I pressed "updates".
After a while the device restarted and I am now in a catch 22:

The screen immediately goes to
"No Maps available, you need to add at least one map."
When trying to select a map:
"Available space 12.36 Gb
Nothing here you can buy more maps at tomtom.com"

Completely stuck and can't go to any other menu any more.

After googling I found out I can download MyDrive Connect app, and connect the device to the computer.
Unfortunately mydrive says "Please connect your device to see status available contents and removable contents" - despite the fact I have connected it with the provided usb cable.

So, I connected the device in the reset mode (keep button pressed, after you see the screen with specifications 3 short presses) - on the device I can now actually see the computer connection screen.

However, despite the fact that I connected the device with the computer with the cable provided, the device's screen shows a big red cross showing that no connection is made.
Also my drive app shows the same message "Please connect your device to see status available contents and removable contents"

What can I do???

Comments

  • Willy875
    Willy875 Registered Users Posts: 3,915
    Revered Voyager
    Contact customer service to request a return under warranty.

    How to contact TomTom customer support by chat or email
    https://help.tomtom.com/hc/en-gb/articles/360015568919/

    How to contact TomTom customer support by email
    https://help.tomtom.com/hc/en-gb/requests/new?ticket_form_id=360000679560
  • YamFazMan
    YamFazMan Posts: 20,502
    Superuser
    edited December 2021
    Hi
    @SandbergHB
    Welcome to the site....
    It looks like Recovery Mode has initialized on your device.....
    When in Recovery Mode... The device MUST be capable showing as CONNECTED using MyDrive Connect + Connected over a USB Cable to your PC for the Recovery process to complete....
    Get MyDrive Connect Here... https://help.tomtom.com/hc/en-gb/articles/360014482660-Get-Started-TomTom-Navigation-using-MyDrive-Connect

    Tomtom FAQ....
    Navigation device not starting or displaying a cross....
    I think the device is somewhere between bullet-point (7) & (8)
    See... https://help.tomtom.com/hc/en-gb/articles/360013959579-Navigation-device-not-starting-or-displaying-a-cross

    Once Recovery Mode is initiated, and a connection to MDC is 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

    Stay Safe... ATB YFM
  • SandbergHB
    SandbergHB Registered Users Posts: 5
    Apprentice Seeker
    @YamFazMan , thanks for your reply.

    The page you are referring to ( https://help.tomtom.com/hc/en-gb/articles/360013959579-Navigation-device-not-starting-or-displaying-a-cross ) redirects to another page after a few seconds so I cannot read what it says. (bizarre??)
    I have installed MyDrive Connect on my PC.

    I am following the instructions here but MyDriveConnect simply does not respond to a connection.

    I believe the cable is OK because I hear the usual windows sound when you connect a USB.

    Travelling tomorrow - what a huge disappointment this is.
  • SandbergHB
    SandbergHB Registered Users Posts: 5
    Apprentice Seeker
    edited December 2021
    @Willy875 Thanks for your reply.

    Travelling tomorrow, very disappointing so far I must say.
    To add to the frustration, both links you refer to are only visible for a second or so, then they revert back to https://discussions.tomtom.com/en/
    No idea why this is.



  • Willy875
    Willy875 Registered Users Posts: 3,915
    Revered Voyager
    SandbergHB wrote: »

    To add to the frustration, both links you refer to are only visible for a second or so, then they revert back to https://discussions.tomtom.com/en/
    No idea why this is.


    Delete your cookies or change your browser.
  • DougLap
    DougLap Posts: 9,426
    Superuser
    Hi @SandbergHB

    Load this post in another Browser then try the links again see if that sorts it.

    Doug
  • YamFazMan
    YamFazMan Posts: 20,502
    Superuser
    Hi
    @SandbergHB
    Links working OK here using Microsoft Edge....

    Stay Safe... ATB YFM
  • SandbergHB
    SandbergHB Registered Users Posts: 5
    Apprentice Seeker
    edited December 2021
    Ah great!
    I use Firefox, I discovered that the links do not redirect if I am logged out.
    Once I am logged in, these links all seem to redirect to the same generic support page, very strange.

    I downloaded and installed mydrive Connect. Once I log in I can see my system, and the serial number.
    If I select my system, it says "Not connected". I can see there are 48 updates available.

    My problem is that if I connect my device, nothing changes in MyDriveConnect - it still says "not connected".
    I have tried "How to recover your device" but same, I can see that my device is in recovery mode but it still shows "Not Connected" in MyDriveConnect.

    I restarted my computer as well, and disconnected all other usb devices.

    Any ideas?
  • Willy875
    Willy875 Registered Users Posts: 3,915
    Revered Voyager
    @SandbergHB

    On Wi-Fi devices the recovery mode via Mydrive connect to always was a problem
    the best is to contact customer service for a return in after-sales service.
  • SandbergHB
    SandbergHB Registered Users Posts: 5
    Apprentice Seeker
    @YamFazMan @Willy875 @DougLap

    Thanks for your replies.
    I called the store where I got it from.
    The bloke suggested trying to connect to another computer.
    Reluctantly I got an 8 years old laptop out of the dust, installed MyDriveConnect in it, logged in, connected my device and the recovery process started immediately!

    No idea why it did not connect on my (top spec, 2 years old) PC, but anyway seems that the problem is solved now.

    Regards

  • DougLap
    DougLap Posts: 9,426
    Superuser
    Hi @SandbergHB

    Don't you just love PC's. Similar to Old Cars and the current electronic boxes. =)

    Hope all finishes okay and you are back up and running normally

    Doug
  • davecannell
    davecannell Registered Users Posts: 7
    Apprentice Seeker
    I seriously think that something in one of the latest TomTom updates has corrupted our devices my Rider 500 got stuck at 8% of the map update it advise me to do and now the device will not start up or restore using MyDrive Connect it simply restarts over and over again.....
  • YamFazMan
    YamFazMan Posts: 20,502
    Superuser
    edited December 2021
    Hi
    @davecannell
    Welcome to the site....
    It looks like Recovery Mode has initialized on your device.....
    MyDrive Connect >> MUST << be running on your PC, and be capable of displaying as >> CONNECTED << in MyDrive Connect...
    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....
    Get MyDrive Connect Here... https://help.tomtom.com/hc/en-gb/articles/360014482660-Get-Started-TomTom-Navigation-using-MyDrive-Connect

    Tomtom FAQ....
    Navigation device not starting or displaying a cross....
    I think the device is somewhere between bullet-point (7) & (8)
    See... https://help.tomtom.com/hc/en-gb/articles/360013959579-Navigation-device-not-starting-or-displaying-a-cross

    Once Recovery Mode is initiated, and a connection to MDC is 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

    Stay Safe... ATB YFM