Comments

• MikkoK Posts: 23,905 Retired Community Managers and Staff

  August 2017

  Hi Igzilla,
  
  Welcome to the Community!
  
  There could be many reasons why the scan/pairing failed. Please note, that you can also pair your device without the app. For more information, please see here.
  
  Cheers, Mikko

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• Igzilla Posts: 3 [Apprentice Traveler]

  August 2017

  Thanks, but not very helpful as I didn't even get as far as scanning/pairing. The app failed to activate my camera. I'm not sure if there's some weird hidden setting on my phone preventing the app from this (other QR code scanning apps on the phone work perfectly) or whether the app is just poorly coded and doesn't like Sony?? I will try calling the UK support number when I have enough time in my life to waste, or reset my phone to factory settings (last resort).

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• MikkoK Posts: 23,905 Retired Community Managers and Staff

  August 2017

  Hi Igzilla,
  
  Thanks for coming back!
  
  One reason for this could be that the app doesn't have permission to access your camera. You could check this at Application Manager - MyDrive - Permissions. Camera is the first one listed there. Alternatively, you can re-install the app and get prompted to give the permissions anew.
  
  Should this not help you get this sorted, please do indeed contact Customer Service. They'll be able to get to the bottom of your issue and help you get it sorted.
  
  Cheers, Mikko

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• Igzilla Posts: 3 [Apprentice Traveler]

  August 2017

  Thanks. I have looked and the Camera permission is enabled. Disabling it and trying the app, I get the message "Please go into the MyDrive app settings in your phone settings and enable Camera in your app permissions. Then try again." All well and good. I re-enable the Camera, but get "An error occurred. Please try again later." I have uninstalled and reinstalled the app several times. I have now called Customer Service and they have escalated to 2nd line support, so fingers crossed they can help. It is clearly some obscure setting on the phone that is at issue, not the app, as I have tried the app on my partners Samsung and my old HTC Desire (unfortunately the battery is kaput on this phone so I just can't use it) and the app works fine.

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• devkampa Posts: 1 [Apprentice Traveler]

  July 2018

  Hi all! Same problem here... Didn't see a way to fix it. (GO 6200 and Huawei P8 lite)

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• Xartabve Posts: 1 [Apprentice Traveler]

  August 2018

  Hello. I did buy today the 620 professional and I get the same issue. No way to qr with the app.
  
  My phone is a LG G5
  
  I do have camera permission on in the app
  
  I wish someone could help me.
  Thanks

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• YamFazMan Posts: 18,693
  Superusers

  August 2018 edited October 2019

  Hi
  @Xartabve
  
  KNOWN BUG...
  WHAT HAPPENS:
  
  When trying to pair the device with the MyDrive app, at the QR code scan page, an error appears 'An error occurred. Try again'
  ______________________________________
  
  WHAT TO DO
  Suspend/resume the PND (Quickly press the power button to suspend, then again to resume)
  Toggle off / Toggle on the Bluetooth profiles in the PND's settings > Bluetooth > Hold your finger over Phone_Name
  Soft reset the PND (hold the power button until the drums roll)
  Restart the phone
  Un-pair / re-pair phone and device
  Factory reset the device and pair again
  _______________________________________
  
  WHAT'S NEXT?
  Contact Customer service
  
  Tomtom Support Portugal
  800780277
  De Segunda a Sexta: das 08.00 às 16.30
  With the following info:
  
  Device serial number
  Navcore version
  Phone model
  OS
  MyDrive App Version
  
  ATB YFM

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