Device will not update (Win 10) and GO 60 — TomTom Community

Device will not update (Win 10) and GO 60

proinwvproinwv Posts: 9 [Legendary Explorer]
edited January 2019 in MyDrive Connect
I purchased a map update and it downloaded and executed on the computer. Tom Tom MyDrive Connect has been saying "Updating Device" and has been "waiting for your device" for a long time. The device is connected to the computer and is on.

Comments

  • GvdNestGvdNest Posts: 4 [Apprentice Traveler]
    Same problem here. I have a TomTom Go 6000/6001 witch I always update using Mydrive Connect in combination with the same USB cable, the same PC running on the same OS. Now all of a sudden I cannot update my Go 6000 anymore. Mydrive Connect confirms that my Go 6000 is connected to my PC, but it is waiting on my system for hours now. PLEASE HELP!!!

    Yes, I have cleared my cache on the PC.
    Yes, I have tried several other USB cables (including new ones).
    Yes, I have rebooted my Go 6000.
  • jc30090jc30090 Posts: 3 [Apprentice Traveler]
    Have exactly the same problem GO5000 and Win10. Have been waiting for the best part of an hour - still "waiting for the device"
  • Harrisi67Harrisi67 Posts: 3 [Neophyte Traveler]
    I am having the same problem with a 6000 go, its very frustrating much preffered the tomtom home method the mydrive connect as always been flakey. I have "tried hard reset of device, soft reset, delete tomtom home 3 folder, restarted computer and disabled firewall and still just get ‘waiting for device’. The sat nav is good the update process is useless.
  • dhndhn Posts: 33,362
    Superusers
    Let support know:

    :flag_gb: United Kingdom
    02079 490 132
    Monday - Friday: 9:00 a.m. to 5:30 p.m.
  • proinwvproinwv Posts: 9 [Legendary Explorer]
    Update on my situation. I have been in "waiting for your device" for about a day now. This is unacceptable. I wish I had purchased a Garmin. Stuck now with a GPS and a map purchase.
  • Scotty6148Scotty6148 Posts: 1 [Apprentice Traveler]
    I have a Tom Tom Trucker 6000 and usually it updates fine every few days but today nothing at all, I've done the same as everyone else, cleared cache, tried new cables, soft reset, uninstalled and re installed my drive etc but still nothing.
  • DomwonDomwon Posts: 1 [Apprentice Traveler]
    I have a TomTom 610. Same issue. Not helped by TomToms servers apparently going down or being too busy every five minutes. TomTom are aware of this problem. It appears to be a longstanding issue. Previous threads have mentioned disconnecting and reconnecting the device. That hasn't worked for me. I have emailed Customer services.

    My device appears to be up dating even though Connect suggests it isn't. The memory on the device is being used.
  • proinwvproinwv Posts: 9 [Legendary Explorer]
    Mine still has the old map on it. I did not find the contact e-mail for them on their less than friendly site. If anyone would be able to post it it might(?) be helpful to contact them directly.

    If anyone from TT is monitoring this it would also be nice to hear from them occasionally about any progress they might be having on solving this.

    Even the MyDriveConnect software should give us information other than "waiting for your device". That makes it sound like we haven't connected. Not so.

    Paul
  • dhndhn Posts: 33,362
    Superusers
    :flag_us: United States
    877-757-7137
    Monday - Friday: 9:00 a.m. to 7:00 p.m. EST

    Some are reporting the servers are now working. Try a drum reset on the unit by holding the power button about 20 seconds till you hear the drum sounds.

    Then see if you can connect.
  • proinwvproinwv Posts: 9 [Legendary Explorer]
    dhn

    No help here, (USA in WV)
    Paul
  • Hans KroneHans Krone Posts: 2 [Apprentice Traveler]
    The same problem with TT Go 610: Waiting for connection ... eternal. In compatibility mode Win8 and Admin rights the update continued after hours, until 95% then errors. Everything tries, the 8 GB map update EU already twice downloaded, device on factory reset it all has no sense.
  • WhizzManWhizzMan Posts: 17 [Outstanding Wayfarer]
    Seriously? Releasing content that breaks updates for a large portion of your users? Don't you guys have testing stuff before you it release to the public implemented in the 10+ years you sell your equipment? Taking over 12 hours to fix it? no public announcements, let alone apologies?
    The fact that one "corrupt" file can break an entire update is also rather huge design flaw.

    From other sources, a user claims that a speedcams file that is corrupt is blocking your device from updating. This user claims that this was told to him/her by a TomTom help desk employee. Not sure if this is true, but if you get a chance to deselect updates, do them one by one to make sure you get at least the ones that are not corrupt done.
  • Hans KroneHans Krone Posts: 2 [Apprentice Traveler]
    There were four updates: 1. new GO 610 operating system (round about 350MB), 2. speedflash camera update (a few kilobytes), 3. map update Map Share community (1KB), 4. EU map (8199MB). The first two updates have been installed successfully. With the most important one, the 4th, there is no way in. The 8GB lasted the longest until the error after 95%. I tried 3. and 4. individually, but it does not work. The cards are on the additional memory card (22GB free), on the internal memory card are only 6GB free.
  • 5150user5150user Posts: 40 [Sovereign Trailblazer]
    Same here in UK

    MyDrive Connect stuck on " Waiting for your device " left it for hours

    same on several different tomtom devices

    12:10 10/01/2019
  • proinwvproinwv Posts: 9 [Legendary Explorer]
    Well it is helpful to know where the problem is and that is being addressed. For that I thank you.

    However, I will wait a day more and then if it is not working I will have Visa hold payment. That would be three full days. I really feel for you guys who needed this service promptly for a trip etc.

    I had a TT previously for 10 years; not one problem! Oh well.

    Paul
  • proinwvproinwv Posts: 9 [Legendary Explorer]
    I just got this e-mail from support and am sharing it with all.


    Dear Paul,

    Thank you for contacting TomTom Customer Support regarding your TomTom GO device. My name is Palash and I will be assisting you today.

    The reference number for your query is
    .

    Paul, I completely understand your situation that the device is unable to get updated and I will assist you further.

    First, I would like to inform you that since the past few days, we have been facing technical issues with our servers due to which there is a temporary outage. Due to this, our services through website and MyDrive Connect are intermittent and you are facing update issues.

    We do apologize for the inconvenience caused due to this and since our team is already working on it, our services will be fully operation soon. At the moment, I will be unable to assure or provide you a timeline. However, I will keep your case open with me and will update you once the outage is resolved.

    We appreciate your patience and understanding in this regards.

    If you have any further questions, please do not hesitate to email me using this link Click here to reply
    or call us at 877-757-7137 Monday through Friday, 9:30 a.m. to 6:00 p.m. EST.

    Kind regards,
  • swannerswanner Posts: 2 [Novice Seeker]
    lets start a class action, product sold under false pretence and support.... false marketing and lack of product support.....
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