MyDrive My Routes have disappeared

J_T

Hi - until a week or so ago all of my routes were showing in MyDrive (in "My Routes") on multiple devices (PC, Android phone, iPad) and now they have all disappeared on every device apart from my Rider 500. If I try to import a .gpx into "My Routes" nothing happens. If I create a new Route, save it and sync it, it appears on my Rider but not in my "My Routes" on any device. On my Android phone when I try to access "My Routes" I get an "An error occurred. Please try again later." I've logged out of everything, changed my password, re-set browsers, apps, Rider etc. etc. and still no joy... I'm assuming something has gone wrong with my account but I've spent almsot as long trying to find out how to speak to someone as I have trying to fix it myself...

Any suggestions on how to fix the issue or how to talk to someone about my account? Cheers...

YamFazMan

Hi
@J_T
Welcome to the site....
Are you logged into MyDrive on the Rider 500....
Check... Tap 4Dot (.... Menu) --> Setting --> MyDrive
__________________________

Contacting Tomtom Support….
Due to COVID-19 & Staff working from home….
The phone service has been suspended (Indefinitely)
The way of contacting Customer Services has changed
For Tomtom Support Email or Chat lines...
(Monday to Friday Normal Office Hours)
Chat… Will be available during Normal Office Hours
Email… Will be available outside of Normal Office Hours

Step by step tips when Contacting Tomtom Support....
Here... https://discussions.tomtom.com/en/discussion/comment/1771083/#Comment_1771083

Stay Safe... ATB YFM

YamFazMan

Hi
@J_T
Welcome to the site....
Are you logged into MyDrive on the Rider 500....
Check... Tap 4Dot (.... Menu) --> Setting --> MyDrive
__________________________

Contacting Tomtom Support….
Due to COVID-19 & Staff working from home….
The phone service has been suspended (Indefinitely)
The way of contacting Customer Services has changed
For Tomtom Support Email or Chat lines...
(Monday to Friday Normal Office Hours)
Chat… Will be available during Normal Office Hours
Email… Will be available outside of Normal Office Hours

Step by step tips when Contacting Tomtom Support....
Here... https://discussions.tomtom.com/en/discussion/comment/1771083/#Comment_1771083

Stay Safe... ATB YFM

J_T

Hi - thanks for the reply...

Yes - I'm logged into MyDrive on the Rider 500... I have all my routes there, including new ones I create in MYDrive on the PC, phone etc. etc...

I'm now in a chat - I previously hadn't got passed the initial chatbot and assumed that was what I was stuck with. Hopefully I can get it sorted as I'm sure the issue is with my account on the server...

Sysman

Hi,
Since a few weeks the routes are gone in mydrive aswell.
Also not vissable in my TomTom Go app
Don’t know why and contacting tomtom support seems not possible.
I hope this is a temporary glitch on the site of TomTom systems.

Willy875

Salut
In my opinion this is a bug a lot of users have this issue of deleted routes in mydrive.

Sysman

Hi,

I hope TomTom follows this discussion to so they can fix the problem

J_T

I was told that support would email me directly about the issue as the Chat Line support weren't able to do anything - it would have been a lot simpler if the Chat Line Support actually read what I told them I had done rather than just following an irrelevant script...

As of yet - no email and issue not resolved...

Watch this space...

danielforniestomtom

Hi all,

We are working on a hotfix for this issue, we'll keep you posted!
(It was hard to detect because it happens only if you had certain types of routes uploaded by certain clients)

Best Regards,

Daniel

J_T

Thanks Daniel - hopefully you'll be able to sort it out soon...

danielforniestomtom

Hi all,
We have deployed a hotfix.
This is about dynamic data, so we're not 100% sure yet if it'll fix all the issues.
Can you please try again and let us know if you still have errors?
Thanks!
Daniel

J_T

Thanks Daniel - that seems to have worked as all My Routes have reappeared. Cheers!