TomTom Rider 550 locked during Wifi update, unable to recover — TomTom Community

TomTom Rider 550 locked during Wifi update, unable to recover

Mathew550Mathew550 Posts: 34 [Outstanding Wayfarer]
edited May 23 in RIDER
Edited and now hopefully under my own ‘discussion’ (aka thread):

I was downloading the latest map updates via WiFi to my TomTom 550 as I have always done with the original TomTom cable plugged in via a power source, the unit froze at 15% of the update and remained at this level for 6 hours. I have the fastest Virgin Media cable internet available in my area with a download speed of 320Mbps so a download speed would not have been the issue.

I tried to restart/reset the unit however the unit displayed the black screen with the icons to show that the unit should be connected to a PC . I did this and the’ MyDrive Connect’ started and I received the message 'MyDrive is recovering starting at 1% then immediately going to 100%....' The programme on the PC then shut down as did the 550 and then both tried to reboot again, this cycle then continues in a continuous loop.

Reading other threads…
"After reading through three different forums "Threads" with the same problem and with my "An error has occurred ..." problem, which some others also have, I was able to solve the riddle after many hours of searching around . The navigation system does not save the time and sets it back to 2009, especially during the reset processes. That is where the problem lies. It seems as if the update server does not want to accept this old date. I managed to get the navigation system onto the balcony so that it could read the current time and time zone, and my patience was rewarded. Once the time was read in and then strapped back to the USB port, the update process FINALLY starts!"
- @satmonk


The data from my 550 is as follows (xxx added to protect the innocent)

TomTom ™ (c) TomTom 2016
Hardware name - stelvio_4in
Device id – KG416xxxxxxxx
Total memory - 431 MB
Available memory – 291 MB
OS version – 3.10.49 – etc etc
Build – af5e etc etc
IsOnlineCapable – 1
GPRS Integrated – 0
WiFi Mac address – E4 etc etc
Bluetooth MAC address – E4 etc etc
TFT type – zd04 etc etc
GPS type – WGR7640
Internal flase size – 15028 MB
SD card capacity – 30436 MB
Mattery charge level – 97% (4050 mV)
RTC – Fri Feb 2 16:46:49 1973

Best Answer

  • Mathew550Mathew550 Posts: 34 [Outstanding Wayfarer]
    edited June 18 Accepted Answer
    Update: I have received a brand new replacement Rider 550. The only feedback that I had was the ‘unit could not be repaired’ in the documents from TomTom.

    I am very happy with the service received from TomTom and my experience has not put me off the Brand. Thank you Vikram and YFM for your support.

    Warning to others, please ensure that when you make any software, speed camera or map updates, do one at a time and ensure the unit is pugged in to a power source and in close proximity to your WiFi router. While I certainly feel TomTom have some work to do regarding the software up date process, following the above steps will certainly mitigate any issues.

    In conclusion I think TomTom have been very fair. The repair replacement cost was £93 (€105) which included the UPS courier service out and back to the UK. So TomTom would not be making any money out of this and is providing a customer service. Thank you TomTom.

Answers

  • Mathew550Mathew550 Posts: 34 [Outstanding Wayfarer]
    edited May 23
    Thank you YFM for your various comments.

    Hopefully a Moderator will pick up this thread tomorrow and assist.
  • Mathew550Mathew550 Posts: 34 [Outstanding Wayfarer]
    edited May 24
    I have tried the help options and the 'chat bot', this led to 'do you want me to see if a support agent is available' to which I said yes, however none are available unfortunately.

    I have send Vikram the moderator a PM in the hope he can help.

    Looks like i will now just have to be patient and wait for a response. I have a 300 mile journey tomorrow so best I dig out my old Garmin, LOL. (well no so funny)
  • Mathew550Mathew550 Posts: 34 [Outstanding Wayfarer]
    edited May 24
    Just to share for those who may be interested….

    Vikram responded to my PM as follows:

    Our team has reviewed the logs, and it seems that there are too many pending downloads that are stuck.
    This could mostly happen due to security software, firewalls, restricted network.
    Please see the detailed explanation provided under case 3.1 in the article here- https://discussions.tomtom.com/en/discussion/1121560/tomtom-no-maps-found


    Unfortunately referring to the above link with guidance, I have not had any success .. I have tried turning off the firewall, connected to a new internet connection… I have tested the connection within MyDrive and it says it is good (I get a 'tick' after testing connection).
    I have asked Vikram if I can remove-device from my account, then try and re-install?

    Watch this space…
  • Mathew550Mathew550 Posts: 34 [Outstanding Wayfarer]
    I have tried again disabling the firewall on my Windows PC, connecting my pc to my mobile phone network (ie not using the cable network), changing the USB cable to the 550, still all to no avail!

    I also have an iMac and I have downloaded Mydrive Connect to that. Unfortunately the problem with the cycling of shutting down and start of the 550 and MyDrive Connect software persists and the unit will not recover.

    I am at a loss what to do.
  • YamFazManYamFazMan Posts: 19,987
    Superusers
    Hi
    @Mathew550
    Try Contacting Tomtom Support….
    Due to COVID-19 the phone service has been suspended
    The way of contacting Customer Services has changed
    For Tomtom Support Email or Chat lines...
    (Monday to Friday Normal Office Hours)
    1st... A couple of Tips when Contacting Tomtom Support....
    Here... https://discussions.tomtom.com/en/discussion/comment/1714844/#Comment_1714844
    _________________________

    Tomtom FAQ … How to Contact Tomtom Support....
    Here… https://help.tomtom.com/hc/en-gb/articles/360015568919-How-to-contact-TomTom-support

    Stay Safe... ATB YFM
  • VikramKVikramK Posts: 12,546 Moderator
    Hi @Mathew550
    When downloading the updates does the device say ON so the process completes?

    Removing the device from an account or linking it to another account won't help.

    Thanks, Vikram
  • Mathew550Mathew550 Posts: 34 [Outstanding Wayfarer]
    edited May 25
    YFM, I have sent a message to TomTom support as suggested to see if they can assist. Thank you for the suggestion.

    Vikram, when the device is connected via cable the 550 does not stay on it immediately shuts down as does the programme TomTom Connect, then both boot up again and try to synchronise before shutting down in a never ending cycle. DriveConnect displays recovering at 1% then in a flash goes to 100% and shuts down and reboots again. If I do not connect the 550 I can see the downloads but I do not have the option to select which ones I want or to remove any from the 550, it looks like this can only be selected once the 550 is connected.
    Further suggestions would be appreciated.
  • Mathew550Mathew550 Posts: 34 [Outstanding Wayfarer]
    edited May 27
    I have tried again on a completely different internet provider/wifi connection. The same problem.

    Nothing received from TomTom support as yet.

    I can connect to TomTom connect and it shows my unit with 21 updates required, however the selection to be able to select which downloads I want is 'grayed-out' and the instructions are to connect my device. As soon as I connect the software and GPS switch off and try and reboot in a never ending cycle as before!




  • Mathew550Mathew550 Posts: 34 [Outstanding Wayfarer]
    Hmmm I finally have had contact from TomTom support, I do not think they have read my message, they have made suggestions all of which I have already tried/covered and explained in my message.

    I was also asked for the units serial number, original receipt, telephone and address! I had supplied my account name and all of the required data will be available from the account. It appears that standard responses are selected and the e-mail is not fully read.

    I have responded, lets hope I get a sensible response this time

    .
  • Mathew550Mathew550 Posts: 34 [Outstanding Wayfarer]
    edited June 2
    OK a positive post this time:

    I have been contacted by TomTom Support after trying all their reset and update suggestions and I have also provided details on.... Purchase, name & full address, phone number, serial number, e-mail address etc that they required. They asked if I would try one more time with the reboot without a SD inserted which I did and that made no difference. In anticipation of this TomTom support provided a UPS link to the full return address and customs declaration for the unit, as it will be going back to their facility in Romania from the UK.

    As my unit is about 3-years old and it is certainly out of warranty, so I will no doubt have to pay the £105 repair cost as advertised on TomTom's website. To be honest I am OK with this as I have three bikes each hard wired to a fixed £45 TomTom dock so changing to Garmin is going to have a cost. Buying a new unit at £299 is also not cost effective compared to the return. I have been using TomTom GPS's for many years and I have in the past been very happy with them as I like the ease of use and the ability of the Rider 550 to share routes via Bluetooth to another Rider. However the update process could be improved to make it fool-proof. :)

    So what i understand for researching the issue i have experienced with any map updates: Install "one map at a time" and do not have excess maps stored on your GPS. I have used my GPS in Europe, North and South African countries, North America and the Middle East and it worked great. It may be advisable to remove the maps from areas you have visited and not likely to return in a hurry, so when updates are available the file sizes are as small as possible.

    I have also been informed by an independent TomTom repair specialist, that updating via Wifi is the safest option and if this does not progress do not then connect to a hard cable as this could corrupt the firmware. This is a bit beyond my IT knowledge but passing this one as it may help others.

    I will post the progress of the repair in case other wish to pursue this route.
  • Mathew550Mathew550 Posts: 34 [Outstanding Wayfarer]
    edited June 7
    Update: I have had notification from TomTom that the my Rider 550 has arrived at their repair facility and they are investigating and will revert within 3 days.
  • Mathew550Mathew550 Posts: 34 [Outstanding Wayfarer]
    I received an out of warranty payment request of £96 / 105 Euro’s this morning from TomTom which I have paid. No indication at this point as to what was wrong with the unit.

    Lets see how long it takes to get my Rider550 back.

    Looking good so far.
  • PansePanse Posts: 1 [New Traveler]
    @Mathew550 'I managed to get the navigation system onto the balcony so that it could read the current time and time zone, and my patience was rewarded.'

    How did you do that? My TT 550 has a bootloop too, and the date is 1971.
  • Mathew550Mathew550 Posts: 34 [Outstanding Wayfarer]
    edited June 8
    @Panse , the text was in Italics meaning I was quoting another person.

    I was not able to recover my Rider 550 and had to sent it back to TomTom for repair.
    So if yours is in a loop, then I do not think you will have any choice but to send it for repair also.

    As this is happening to so many people TomTom need to re-design the update process so our units are not damaged/corrupted during the update process and any interruptions during the downloads, ie both TomTom server availability and capacity, plus any WiFi interruptions.
  • Mathew550Mathew550 Posts: 34 [Outstanding Wayfarer]
    I have had notification that my Rider 550 / replacement is on it’s way back to me, it is due to arrive tomorrow.
  • Mathew550Mathew550 Posts: 34 [Outstanding Wayfarer]
    edited June 18 Accepted Answer
    Update: I have received a brand new replacement Rider 550. The only feedback that I had was the ‘unit could not be repaired’ in the documents from TomTom.

    I am very happy with the service received from TomTom and my experience has not put me off the Brand. Thank you Vikram and YFM for your support.

    Warning to others, please ensure that when you make any software, speed camera or map updates, do one at a time and ensure the unit is pugged in to a power source and in close proximity to your WiFi router. While I certainly feel TomTom have some work to do regarding the software up date process, following the above steps will certainly mitigate any issues.

    In conclusion I think TomTom have been very fair. The repair replacement cost was £93 (€105) which included the UPS courier service out and back to the UK. So TomTom would not be making any money out of this and is providing a customer service. Thank you TomTom.

  • 4Time4Time Posts: 32 [Renowned Wayfarer]
    Good to see the issue has been sorted for you Mathew550
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