Why does TomTom update not work? — TomTom Community

Why does TomTom update not work?

I have been having problems for weeks. Fortunately, I don't need my device at the moment, but the last time I used it it kept trying to update as I was riding along and it kept turning itself on and off. I have sent it off or repair but it came back the same.I have tried using wifi and three different computers. It keeps getting to 99% and going back to 90%.

Comments

  • YamFazManYamFazMan Posts: 17,113
    Superusers
    Hi
    @edwardphillipbell
    The NAV5 (Wi-Fi) devices normally update using Wi-Fi....
    If Wi-Fi is not available or is slow/unstable/unreliable.....
    See Option... (2
    ) Connect over USB....


    TomTom Video... Updating your navigation device using Wi-Fi®



    If you have successfully connected your device to your Wi-Fi....
    To check your Connection Speed, Signal Strength & Quality
    On the Device... Tap 4Dot (.... Menu) --> Settings --> Wi-Fi
    Tap on the Your Wi-fi name (The one Showing as connected)
    A new Menu Page opens

    7g8gwfpx1swt.jpg
    On the left-hand side of the screen is your Wi-Fi Connection Status

    Tomtom recommend a minimum Wi-Fi download speed of 30Mbps
    Tomtom NAV5 (Wi-Fi) devices will only connect to a 2.4GHz Wi-Fi network
    All the update actions are executed on the device...

    ___________________________

    Option... (1) Connected Wi-Fi
    Tap the 4Dot(.... Menu) --> Setting --> Updates & New Items
    Extra Maps are Installed/Maintained... Tap the 4Dot(.... Menu) --> Setting --> Maps

    I always update my devices one Update at a time
    The NavCore Application and QuickFixGPS updates are force ticked by Tomtom... Deselect any other updates like Maps, Speed Cams etc... Update the mandatory item/s first, when complete update the remaining items one at a time

    Note... NAV(5 Wifi) devices connected over Wifi do not require MyDrive Connect to be running Even if myDrive is running you have no access the MyDrive Connect menu structures as used by the previous NAV3 & 4 devices
    ____________________________

    Option... (2) Connected USB
    If Wi-Fi is not available or is slow/unstable/unreliable.....
    Tomtom recommend a minimum Wi-Fi download speed of 30Mbps

    Connecting hard-wired over USB is normally more reliable than any Over The Air Connections
    Updating your new device over USB will require "MyDrive Connect"
    Get it here..... https://uk.support.tomtom.com/app/answers/detail/a_id/12428
    Install and Run MyDrive Connect
    There's no need to login to MyDrive Connect... See Note... (1)
    Connect your Device to a USB Port on your PC
    The Update will hopefully complete

    If your using a Laptop it would be also more advisable to use a hard-wire connection back from the Laptop to the Router....
    _________________________

    Note... (1) MyDrive Connect will only show a "Splash screen" saying "Connect your device using Wifi" etc....

    27bxc59f2s23.png
    If required you can close the 'Main Mydrive Window' showing the "Connect your device using Wifi" Splash screen... MyDrive Connect only needs to run in the background on the PC TaskBar... The NAV(5 Wifi) devices have no access the MyDrive Menu structures as used by the previous NAV3 & 4 devices
    Updating a NAV5 (Wi-Fi) device using USB is the same as using Wi-Fi, all of the update actions are executed on the device...
    Tap the 4Dot(.... Menu) --> Setting --> Updates & New Items
    Extra Maps are Installed/Maintained... Tap the 4Dot(.... Menu) --> Setting --> Maps

    ATB YFM
  • edwardphillipbelledwardphillipbell Posts: 6 [Apprentice Seeker]
    Many thanks for all the above, I have tried WiFi and USB and done all of the above many times over.

    The most frustrating thing is that I have to keep soft booting to try to get to select which update as the device goes into the little rotating circle icon as soon as it sees the wifi. My finger is bruised from holding down the on/off button.

    Turning off the wifi interrupts the process but you cant select the update page if it can't see updates.

    I just tried turning off the 5ghz side of the wifi but that did not make any difference.

    I see the same status, signal strength and link speed as you show above. I have been told by one employee that the problem is with my wifi and I should try another but if this a not practical and b if there was a problem with my wifi it would affect our Netflix and MPMR games which it does not.

    The device was sent back to Rumania I think it was for repair but they sent it back with a clean bill of health. But if it is working fine, why can't it complete an update. Following advice from the help desk when it was still running I left it connected to a wall plug and the wifi on two occasions for several days until it stopped updating... This did not work and the guy in Ireland who helped me says if it stalls at 99% there is a network issue. I am with Sky broadband. I tried to ping TomTom.com, not sure what this means (Request timeout for icmp_seq 172).
    Traceroute shows the following which is worrying. 4 * * lag-102.ear1.london1.level3.net (212.113.9.141) 9.225 ms
    5 ae-3-3.ear2.amsterdam1.level3.net (4.69.203.210) 14.490 ms 14.089 ms 14.120 ms
    6 tomtom-inte.ear2.amsterdam1.level3.net (212.72.45.166) 22.246 ms 14.923 ms 13.954 ms
    7 * * *
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  • YamFazManYamFazMan Posts: 17,113
    Superusers
    edited April 20
    Hi
    @edwardphillipbell
    Some problems can only fixed via Tomtom Support....
    They can access the download/install history of your device/s on their back-end systems....
    See @VikramK (Tomtom Moderator) post, with examples and various fixes, and when to contact Support....
    Here.... https://discussions.tomtom.com/en/discussion/1121560/tomtom-no-maps-found

    Due to COVID-19 the Phone Service has been suspended
    Please use the "Chat" service instead


    Tomtom Support... World Phone Numbers....
    https://discussions.tomtom.com/en/discussion/1115662/phone-numbers-to-contact-customer-support-new/p1

    Tomtom Support... On-line Chat + Email Links....
    Here... https://discussions.tomtom.com/en/discussion/1122389/customer-service-contact-details-during-covid-19-epidemic/p1

    ATB YFM
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