Comments

• VikramK Posts: 11,140 Moderator

  January 12 Accepted Answer

  Hi @Hoffey
  
  Welcome to the community!
  I would suggest reinstalling the MyDrive app and then scanning the QR code again.
  It's a bit weird that the phone is not scanning only TomTom QR.
  
  Also as an alternative, you can try pairing the phone without using the MyDrive App, see the article here
  
  Regards, Vikram

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• Hoffey Posts: 4 [Apprentice Seeker]

  January 12

  Thanks for your help but I have already done as you suggested and deleted the phone from the Sat nav I have connected via pairing but have lost sms function

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• VikramK Posts: 11,140 Moderator

  January 12

  Hi @Hoffey
  
  I am adding some steps that our 2nd Line team has advised-
  
  Factory reset- Steps available here- https://help.tomtom.com/hc/en-gb/articles/360013898320
  
  Once done please check if the QR code displayed can be scanned using your phone.
  
  If the above does not help then follow up with a recovery mode-
  
  
  
  After the process completes successfully try the pairing process again using the QR.
  
  And if the issue still persists then our team would like to know if this can be tested with another smartphone and check if the same issue persists(if possible).
  
  Thanks, Vikram

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• Lochfrass Posts: 14,133
  Superusers

  January 12

  I don't think it's the navigation device.
  In the German forum, another user reported a similar problem with a GO Essential and a Motorola Moto E6
  

  The mydrive app does not scan the QR code.
  Phone is a Motorola Moto E6plus.
  The app does not focus and consequently does not scan.
  Consequently, I can not properly connect smartphone and navi 100%.
  Phone is a Moto E6plus.

  to the posting

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• Hoffey Posts: 4 [Apprentice Seeker]

  January 12

  Thanks Lochfrass
  That's exactly the problem I am having as my old Motorola G4 does focus and scan

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• Hoffey Posts: 4 [Apprentice Seeker]

  January 12

  Hi Vikramk
  I have just tried the steps recommended but still no good
  I have tried my old Motorola G4 and the app works fine it will focus and scan
  Thanks

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• Stuart H Posts: 2 [Apprentice Traveler]

  January 19 edited January 19

  TOMTOM service was not working on my 620. I tried numerous time to log into MY Drive all failed. I then tried to reinstall the phone but MYDRIVE will not scan Says error occurred.

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