FAQ - MyDrive Connect troubleshooting tips - Page 2 — TomTom Community

FAQ - MyDrive Connect troubleshooting tips

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  • LeemLeem Posts: 1 [Apprentice Traveler]
    Just another thing to add to the "Something has gone wrong" error status. I got this when trying to transfer maps to my device - it'd bomb out after 0% complete. Transferring updates was fine.

    In the end, it turned out to be due to my language setting. I'd originally set up the app in NZ English, and swapped it to Australian English. I can't recall why. Map updates downloaded in "NZ English" could not be deployed while the app was in in Australian English mode.

    I think this is a bug. If the intent is to "region lock" where you get your maps, then it should be made clear that's what's going on, not imply that it's merely a language setting.

    To be honest, it irks me that I bought the device with "lifetime" Australia and NZ maps, but it's only ever updated one country's map. I'd expect lifetime maps for a region to apply to the ENTIRE region. This sensitivity to language reminds me how annoying that detail it.
  • MikkoKMikkoK Posts: 23,905 Retired Community Managers and Staff
    Hi Leem,

    Welcome to the forum!

    I'm not aware of any "region lock" been implemented for updates and can't see a reason for such a limitation. I think this might rather be a false positive and it was something else blocking the installation.

    Can you reproduce the situation? Do you get this again if you change your language setting back?

    Cheers, Mikko
  • MikkoKMikkoK Posts: 23,905 Retired Community Managers and Staff
    Hi all,

    For Mac OSX 10.12 Sierra users: If you have upgraded to macOS 10.12 (Sierra) and your computer went into standby mode, the connection between your navigation device and MyDrive Connect may be lost when the computer wakes up again.

    You can easily resolve this issue by entering your administrator credentials in the pop up that appears when re-connecting your device, or by restarting your computer.

    From this FAQ

    Cheers, Mikko
  • Mr_FruitloopMr_Fruitloop Posts: 18 [Legendary Explorer]
    having problems updating my Go600.
    I open MyDrive Connect and it shows there are 3 updates and asks me to connect my device, connect the device and then it says on the TomTom unit that it IS connected to my computer and then downloads the update, however it then hangs and says "waiting for response from device" and does not update, just hangs.
    it has never done this previously, always updated trouble free!
    Any ideas?

    I am using an HP laptop running windows 10.
  • NiallNiall Posts: 10,659 Superuser
    @Mr_Fruitloop

    Try to do one update at a time, and do a soft reset after each one, you will loose nothing, it is like rebooting your computer and reloads all the new files from an update.

    A soft reset :- with your device charged for at least 2Hrs "OR" have the device plugged into a power supply; press and hold your on/off button until you hear a drum-roll sound (or the TomTom hands symbol appears) then release the on/off button.
  • kalstukalstu Posts: 2 [Apprentice Traveler]
    Been trying to install 2 updates on Start 20 but device just won't connect to My Drive Connect. I've uninstalled and re-installed software but nothing. Just keeps spinning and "connecting" but never does! Any help would be appreciated.
  • dhndhn Posts: 33,243 Superusers
    Try disconnecting the device, wait a second or two, then reconnect the device.

    If that doesn't help, try support:

    United Kingdom
    02079 490 134
    Monday - Friday: 9:00 a.m. to 5:30 p.m.
  • kalstukalstu Posts: 2 [Apprentice Traveler]
    Thanks for the advice dhn. It miraculously worked when I tried again today. :)
  • RickyrRickyr Posts: 3 [Apprentice Traveler]
    Please help!! My Go500 is on continuous Updating stuck to 5% 2 min left
  • dhndhn Posts: 33,243 Superusers
    Try disconnecting and reconnecting your device.

    What country are you in, by the way.
  • RickyrRickyr Posts: 3 [Apprentice Traveler]
    UK, I've done a reset the device and reinstalled the tom tom drive on my pc and now works fine :)
  • Elithe78Elithe78 Posts: 1 [Apprentice Traveler]
    :)HI! Thanks. Your information is very helpful !! I have solved some issues:)
  • HunterrHunterr Posts: 1 [Apprentice Traveler]
    I just couldn't get the GO 510 to update. It would seem to be going along fine, then hang. I restarted the download 10 or more times, I cleared caches, I did a hard reset, all to no effect. Finally, I uninstalled TomTom MyDrive Connect (which had previously worked fine, the first time I updated the GPS) and reinstalled it. Finally I was able to update the thing.

    TomTom really needs to get their act together. I haven't had this much trouble with updating a device since messing with audio drivers in the late '90s...
  • MikkoKMikkoK Posts: 23,905 Retired Community Managers and Staff
    Hi Hunterr,

    Welcome to the Community!

    There seems have been some connection problems between your device and MyDrive Connect but all updates have eventually succeeded. If you continue to have these issues, I'd recommend you to try another USB port on your computer. You could also try changing the port in MyDrive Connect settings to e.g. 4001. Please, see the FAQ above for more troubleshooting tips.

    Please, post back here to let us know how you're doing with this so that we can help you further, if needed :D

    Cheers, Mikko
  • dhndhn Posts: 33,243 Superusers
    But the new MyDriveConnect app (.3154) no longer allows for a port change, Mikko.
  • MikkoKMikkoK Posts: 23,905 Retired Community Managers and Staff
    Hi dhn,

    The public beta version indeed doesn't as it points to the test server, but with the production version 4.1.4.3089 this is possible as before.

    Cheers, Mikko
  • dhndhn Posts: 33,243 Superusers
    Thanks.
  • David LDavid L Posts: 2 [Apprentice Traveler]
    MikkoK wrote:
    Hi dhn,

    The public beta version indeed doesn't as it points to the test server, but with the production version 4.1.4.3089 this is possible as before.

    Cheers, Mikko
    Just how exactly do you change the port? I can find no instructions anywhere. The port is currently on 0002 and the download just fails all the time. I have tried this on 3 different computers and no joy on any of them.
  • wjpmacwjpmac Posts: 2 [Apprentice Traveler]
    So pretty frustrated at the moment. I have gone through this thread and nothing seems to have helped, that is not to say that maybe I missed something. I have a GO60 my laptop is HP running Win10. The map update is saying 6+ hours to download a 6.6Meg file (172KB/s download) is ridiculous. Have re-installed my drive connect three times, tried with default settings and then changing to system settings on the second tab of settings. I have disabled both windows and norton firewall temporarily to ensure these weren't the problem. As a network engineer, I just can't understand why the performance on this is so poor. Anyone have any other ideas or notice anything I might have missed?
  • David LDavid L Posts: 2 [Apprentice Traveler]
    wjpmac wrote:
    So pretty frustrated at the moment. I have gone through this thread and nothing seems to have helped, that is not to say that maybe I missed something. I have a GO60 my laptop is HP running Win10. The map update is saying 6+ hours to download a 6.6Meg file (172KB/s download) is ridiculous. Have re-installed my drive connect three times, tried with default settings and then changing to system settings on the second tab of settings. I have disabled both windows and norton firewall temporarily to ensure these weren't the problem. As a network engineer, I just can't understand why the performance on this is so poor. Anyone have any other ideas or notice anything I might have missed?
    I solved my problem by using the USB2 ports and NOT the USB3. It does not seem to like them. Havinf said that I can only download/upload on my laptop (HP Pavilion) as it won;t work on my HP Desktop.
  • wjpmacwjpmac Posts: 2 [Apprentice Traveler]
    David L wrote:
    I solved my problem by using the USB2 ports and NOT the USB3. It does not seem to like them. Havinf said that I can only download/upload on my laptop (HP Pavilion) as it won;t work on my HP Desktop.
    All my ports are 3.0 USB so that could be something. Just seems this is more app related than anything else. Anyway, 9 hours later updates are done so......whatever. Thanks for the response David.
  • [Deleted User][Deleted User] Posts: 0 [New Seeker]
    My Drive Connect - Country is listed as United Kingdom yet I live in Australia and I'm unable to change this either in the Windows app or the Website. Is anyone able to assist?
  • dhndhn Posts: 33,243 Superusers
    Call support to change country in your profile:

    Australia
    1300 135 604
    Monday-Friday:9:00 am to 5:30 pm AEST
  • SpycamSpycam Posts: 4 [Apprentice Traveler]
    You sell a product and expect your BUYERS go through all this damn crap?EVERY time i attempt to update my unit i get device not connected, attempted every thing i can find and still, on THREE different computers!!! i get the same shitty message.
    What about my suggestion?You make a damn software product that actually works,instead of making your paying customers waste their time attempting all this shite and to find it still does not get recognized.
    This has been going on so long one would expect a company to solve this connection problem!
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