Go 620 Navcore Update Looping — TomTom Community

Go 620 Navcore Update Looping

My Go620 needs to update the Navcore but is looping. I am using a good stable wi-fi connection. The update starts and very slowly gets to around 56% It then swiftly finishes the rest. The satnav retarts and it commences the update again. HELP!!!

Comments

  • mervyncpmervyncp Posts: 13 [Master Explorer]
    The updating screen is now looping, sticking at 47% and then dropping back to 32% Then repeating the process (looping)
  • YamFazManYamFazMan Posts: 20,282
    Superusers
    Hi
    @mervyncp
    Welcome to the site....
    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 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 recommends 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

    zzb10t6jrg2v.jpg
    Updating the device....
    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 Wi-Fi) devices connected over Wi-Fi 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 recommends 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://help.tomtom.com/hc/en-gb/articles/360013959499-Installing-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 you're using a Laptop it would be also more advisable to use a hard-wire connection back from the Laptop to the Router....
    _________________________

    Note... A new version of MyDrive Connect has been released.....
    See.... https://discussions.tomtom.com/en/discussion/1130566/a-new-version-of-mydrive-connect-released

    When using the latest MyDrive Connect the menu flow has changed....
    Now when using the latest version of MyDrive connect to update a NAV5 (Wi-Fi) device over USB, it APPEARS that you can update the device using the MyDrive Connect menu structure... When in fact this is NOT the case....

    Clicking on the update button only opens the new MyDrive Connect "Splash screen" saying "UPDATE DEVICE THE EASY WAY" etc...

    The NAV5 (Wi-Fi) devices have no access to the MyDrive Menu structures as used by the previous NAV3 & 4 devices.....
    ___________________________

    If you choose to update a NAV5 (Wi-Fi) device over USB....
    MyDrive Connect only needs to run in the background on the PC Taskbar... You can close the 'Main Mydrive Window'

    em7rmo28tl38.jpg
    That is displaying "UPDATE DEVICE THE EASY WAY" Splash screen...

    a1a9r6jyfdho.jpg
    Updating a NAV5 (Wi-Fi) device like your Tomtom ######... Even if you are updating using USB... The updating method 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....
    If a Operating System Software update (Navcore) is required... Deselect the remaining updates, install the Navcore update 1st....

    The Navcore Software Update is Mandatory you cannot deselect the update....
    lvf6a0pjrt8t.jpg
    Then install the remaining updates....
    I always install the update one at a time....
    There's less chance of a log jam on the Server....
    iofr8x26j4oi.jpg
    Extra Maps are Installed/Maintained... Tap the 4Dot(.... Menu) --> Setting --> Maps

    Stay Safe... ATB YFM
  • mervyncpmervyncp Posts: 13 [Master Explorer]
    Many Thanks for your reply. I have tried all of the methods recommended in your post. What I have tried so far is. Complete factory reset of the device. I have also reloaded the software using the "hold the button down," 3 clicks & connect to MyDrive Connect method..
    None of these have changed what is happening when updating the NavCore.
    What is my next option?
  • DougLapDougLap Posts: 9,122
    Superuser
    Hi @mervyncp

    Let us see if @VikramK can see anything to explain the situation after he has reviewed the logs for your unit on the TT servers.

    Doug
  • VikramKVikramK Posts: 12,866 Moderator
    Hi @mervyncp

    Welcome to the community!

    Could you send me the serial number of your device through a private message, please?

    Thanks, Vikram
  • mervyncpmervyncp Posts: 13 [Master Explorer]
    Hi All
    I'm tearing my hair out with this issue as it still has not been resolved. Absolutely any help will be very much appreciated.
    I have followed all the advice given so far, have a strong & fast internet connection, no firewall problems. Everything has been reset, hard reset numerous times.
    Is there any advice as to further steps I can take to resolve this out there?
    Best regards
    Mervyn
  • YamFazManYamFazMan Posts: 20,282
    Superusers
    edited March 23
    Hi
    @mervyncp
    On the NAV5 (Wi-Fi) devices all the update actions are executed on the device...
    Tap the 4Dot (.... Menu) --> Setting --> Updates & New Items....
    On the >> DEVICE << Do you see ‘Navcore’ or ‘Software update’ offered for download ???
    If an Operating System... Software update or Navcore update is offered... (Normally 1st on the update list)
    Deselect any remaining updates,
    Install the Navcore update 1st....

    Stay Safe... ATB YFM
  • DougLapDougLap Posts: 9,122
    Superuser
    Hi @mervyncp

    Did you message @VikramK with the serial number.

    Doug

    ps Don't post serial number here please.
  • mervyncpmervyncp Posts: 13 [Master Explorer]

    DougLap wrote: »
    Hi @mervyncp

    Did you message @VikramK with the serial number.

    Doug

    ps Don't post serial number here please.

    Hi Doug, Yes I did that. @VikramK came back to me with the official TomTom guidance, which I've followed to the letter, but with no luck.
    I sent @VikramK 2 follow up messages a few days ago, but he hasn't come back to me.
    Best regards
    Mervyn
  • mervyncpmervyncp Posts: 13 [Master Explorer]
    YamFazMan wrote: »
    Hi
    @mervyncp
    On the NAV5 (Wi-Fi) devices all the update actions are executed on the device...
    ........
    Stay Safe... ATB YFM

    @YamFazMan I really have tried everything TomTom suggest and followed everything to the letter.
    My internet & wifi signal are strong stable and fast. I've reset the device several times.
    It seems that the device is locked in a loop and nothing I do will solve it.
    I am wondering if it is possible to reset it at TomTom's end
  • mervyncpmervyncp Posts: 13 [Master Explorer]
    edited March 26
    I am absolutely certain that the problem here is not a network firewall or security blocking issue. The problem is almost certainly a device based issue.
    I monitored exactly what happened yesterday having again reinstalled the software from the white letter screen, which was completed successfully.
    From the Updates & New Items button the Updating screen came up, starting at 11% This slowly went up to 14% at which stage the device Restarted itself. It then went back to the Updating black screen at 15%. Over the next 50 minutes the Updating screen slowly went up to 56% at which point it dropped back to 54%.. From here in a matter of seconds it rose from 54% to 98%. After a minute or so it dropped from 99% back to 11% and the whole cycle started again.
    Leaving the device connected it continuously loops through this lengthy process.
  • DougLapDougLap Posts: 9,122
    Superuser
    Hi @mervyncp

    Maybe @VikramK can check the logs for you unit on the TT servers and sort if there is an issue. Look back later. to see what he has to say

    Doug
  • mervyncpmervyncp Posts: 13 [Master Explorer]
    @VikramK is on the case but the problem isn't solved yet.
  • DougLapDougLap Posts: 9,122
    Superuser
    Hi @mervyncp

    Have you tried the update with your antivirus software turned Off to see if that helps. It also might be an idea to try clearing the My Drive Connect software cache.

    Doug
  • mervyncpmervyncp Posts: 13 [Master Explorer]
    DougLap wrote: »
    Hi @mervyncp

    Have you tried the update with your antivirus software turned Off to see if that helps. It also might be an idea to try clearing the My Drive Connect software cache.

    Doug

    Done. No change!!!
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