v9.90 map fails to install on GO 5000 - Page 2 — TomTom Community

v9.90 map fails to install on GO 5000



  • NightgauntNightgaunt Posts: 32 [Outstanding Wayfarer]
    Well regardless the support I received (or rather didn't) was totally useless. As already said the generic responses and responses to issues I didn't even have suggest to me that Tomtom support are either

    A. Totally untrained to deal with issues that don't appear on their script.

    B. In 50% of cases don't even bother to read the detailed description of the issue and the steps I'd already gone through myself.

    In short Tomtom support have cost me 3 weeks of pointless testing, downloading and emailing. All the while I've been left with a £200 brick when all that was required was a new SD card which they have not mentioned as a possible issue at any point.
  • NightgauntNightgaunt Posts: 32 [Outstanding Wayfarer]
    Well today I received yet another pointless and useless support email that does not even begin to answer the issue I reported, edited to remove names etc.:

    Dear Mr YYYYY,

    The reference number for your query is XXXXXX-XXXXXX.

    This is XXXXX from TomTom Customer Care

    Please accept my sincere apologies for the inconvenience you had to go through

    I have been checking this with our second line team.

    It seems there is a problem, with the software which needs to be restored.
    Follow this link to restore the software on your device : My device doesn't start or displays a cross. What should I do?
    Select the option - Device using MyDrive and follow the instructions

    If you have any other issues I will be more than happy to assist you.

    Thank you for giving me the opportunity to assist you .

    Will look forward to your response.

    Have a nice day

    With Kind Regards
    Customer Service Representative

    Shocking and quite frankly insulting as it does not even cover an issue I've reported, this is not the first time in the last 3 weeks either!

    Do TomTom actually have real people working in support or do you just use some form of random answer generator?
  • Mike NewMike New Posts: 18 [Outstanding Explorer]
    I too am having the same issue with my GO6000 - this is the second time I have wasted days trying to update maps - support says it's aggressive firewall or antivirus - not previously an issue.

    So, I have added MyDrive Connect as exceptions to my anti-virus software (Trend PCcillin) and to my W10 firewall - no difference.

    In My Content it says the map is corrupt - does 'Repair' do anything - not a chance!

    When are TomTom going to check map releases work before encouraging us dumb clients to update?

    Meanwhile back to the trusty Garmin that is now 10 years old, is still on its original battery - unlike the GO6000 and always updates first time.

    Looking forward to a sensible way to sort this out.
  • dhndhn Posts: 33,355
    España (Spain)
    Lunes-Viernes: 09:00-17:30
  • Mike NewMike New Posts: 18 [Outstanding Explorer]
    And what can the Spanish support team do for me that the UK support team have failed to resolve?

    There is clearly an on-going issue with the large Europe map which needs to be installed on a removable SD card due to the inadequate internal memory of the GO6000.

    Just tell us this is the case and then we will not waste time on the updates until it is resolved.

    I am wondering why I bought a device with lifetime updates when I am not able to update it.
  • YamFazManYamFazMan Posts: 19,955
    @Mike New
    On the rare occasions that I have problems with MyDrive connect, I delete the "HOME3" folder in MyDrive Connect...
    If you have installed MyDrive Connect to the default location using Windows 10
    It's located here... C:\Users\"Your Computers Name goes here"\AppData\Local\TomTom > HOME3
    This removes the Cache, Prefs.ini, cookies.ini. Logs and Configuration.xml
    A new Home3 Folder and its contents are created fresh the next time you use MyDrive Connect

    (1)... Disconnecting the SatNav from the PC and resetting it by holding down the off button for 20 secs until you hear the ‘drumbeat’ release the button
    (2)... Opening ‘Run’ on the PC (click on the windows symbol bottom left – type ‘run’ in the search box – open ‘run’.
    (3).. Type into the ‘run’ box %localappdata% and Press Enter.
    (4)... Find the TOMTOM folder in the window that will have now opened and open it.
    (5)... Delete the Home3 file that is most likely corrupted and close all windows.
    (6)... Turn on the SatNav and reconnect it to the PC and open ‘My Drive Connect’ and all should be well

    I would also reformat the MicroSD Card
    Using... SD Memory Card Formatter 5.0 for SD/SDHC/SDXC
    Then Format the SD Memory Card on your GO 6000... For Map use

    If the Memory Card has been playing up I tend to use the Overwrite Format option (Note This option can take a while on the larger Memory Cards)

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