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Question: My TomTom shows device not connected

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deegeetee Author

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Master Explorer
Replies: 5

24 March 2011, 22:20

Hi all, just a quick plea for help. I have just purchased a Go Live 1005 Europe, and installed the 'My Tom Tom' software from the official link, and every time I try to connect to get the latest map update (I'm one of the lucky ones for who it is now available), 'My Tom Tom' shows a small red 'x' followed by 'not connected', but also says that my device is up to date and no updates are waiting for installation, but this cannot be true as it hasn't updated to the latest map yet !!.

 

Despite this, if I go to the 'Activate Code' screen (Yes, I know I don't need to activate the live services, but I am trying all avenues to get a connection), it reads my serial number correctly?

 

I did have Tom Tom Home installed when I installed My Tom Tom, but have since unistalled both, and reinstalled just the My Tom Tom interface, but still no joy

 

I am running Vista OS, and I.E.8, any help you can give will be greatly appreciated.

 

Regards Dave T

88 comments

  • wpm
    wpm

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    Master Explorer
    Replies: 4

    30 March 2011, 16:57

    i am having this same issue with tomtom xxl550 on my home page but i am trying to access map share

  • deegeetee Author

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    Master Explorer
    Replies: 5

    5 April 2011, 20:48

    Thanks for the reply WPM

     

    Has anyone else anything that can help solve this problem

  • dhn
    dhn

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    Exalted Vanguard
    Replies: 13731
    Expert (Car navigation)

    Expert (Car navigation)

    5 April 2011, 22:11

    Try clearing the cache on the notification area mytomtom icon. As well, make sure you have Adobe Flash installed on your computer or the web page will never show 'connected'.

  • deegeetee Author

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    Master Explorer
    Replies: 5

    20 April 2011, 00:01

    Hi dhn,

    Many thanks for the info, but I have already tried all that and it is still not playing !!

    I have to say that the lack of support from TT themselves on matters of this nature is truely stunning..........and not in a good way.

    Well we live in hope that all these problems will be solved before the 1000 series become obsolete.......in the meantime the clock is ticking on my 90 day latest map guarantee.

    Regards Dave T

     

  • deegeetee Author

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    Master Explorer
    Replies: 5

    22 April 2011, 02:49

    Well what a difference a day makes..........I've now cracked it!!

    I got the download and connection working intermittently, but still couldn't get the download onto the device, because as soon as it downloaded, the software steadfastly refused to connect to the device, despite having connected to it earlier. I also got some device manager messages, stating that a USB device (the USB port I was using !!) had stopped working, despite the fact that it would still read a USB stick perfectly well.

    So I got to thinking that it could be an OS problem (Vista as I said in my first posting in the thread).....................so out came the laptop with Windows 7 installed, downloaded the My Tom Tom software to it, connected up the 1005, and BINGO !!..............took several hours, but the map from the 'Latest Map' guarantee is now residing on the device.

    So if you are having similar problems, and have access to another computer, give it a go............it may not have even been the OS that was at fault, could have been my machine, so even if you haven't got a machine with W7, give it a go anyway..........you never know?

    Now all we have to worry about is how long it will take Tom Tom to get there collective fingers out, and make sure that the rest of the functionality of the devices are soon up and running.............but I won't hold my breath:smileywink:

     

    Many thanks to those who offered advice and help

  • dhn
    dhn

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    Exalted Vanguard
    Replies: 13731
    Expert (Car navigation)

    Expert (Car navigation)

    22 April 2011, 02:58

    Glad it worked out for you and thanks for the feedback. It may help others with similar issues.

  • Jiheffe

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    Apprentice Traveler
    Replies: 1

    26 April 2011, 19:15

    Same issue here, running Windows 7.... Anybody knows a solution to this issue? I was perfectly happy before with TomTom Home, but somehow it got uninstalled ans this éMy Tomtom" came up instead... Can't connect my Tomtom ONE XL anymore...

  • dhn
    dhn

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    Exalted Vanguard
    Replies: 13731
    Expert (Car navigation)

    Expert (Car navigation)

    26 April 2011, 20:00

    Just get a new copy of Home 2 from here:

    http://www.tomtom.com/services/service.php?id=16

     

    Install. Connect your unit and start Home 2.

  • KatJ

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    Apprentice Traveler
    Replies: 1

    28 June 2011, 13:37

    Please assist.  Just recently purchased that TT VIA 1535.  I have already registered and Installed TT home or whatever it was.

    1st. -  Now when I connect my TT to my computer to get the latest version or it says my TT is not connected.  I uninstalled and reinstalled and to no avail.  I am running Windows 7 OS.

     

    2nd - the four digit 0000 to pair with bluetooth is not pairing with my phone.

     

     

  • enrique

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    Apprentice Traveler
    Replies: 1

    9 July 2011, 17:38


    deegeetee wrote:

    Hi all, just a quick plea for help. I have just purchased a Go Live 1005 Europe, and installed the 'My Tom Tom' software from the official link, and every time I try to connect to get the latest map update (I'm one of the lucky ones for who it is now available), 'My Tom Tom' shows a small red 'x' followed by 'not connected', but also says that my device is up to date and no updates are waiting for installation, but this cannot be true as it hasn't updated to the latest map yet !!.

     

    Despite this, if I go to the 'Activate Code' screen (Yes, I know I don't need to activate the live services, but I am trying all avenues to get a connection), it reads my serial number correctly?

     

    I did have Tom Tom Home installed when I installed My Tom Tom, but have since unistalled both, and reinstalled just the My Tom Tom interface, but still no joy

     

    I am running Vista OS, and I.E.8, any help you can give will be greatly appreciated.

     

    Regards Dave T


     

  • dhn
    dhn

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    Exalted Vanguard
    Replies: 13731
    Expert (Car navigation)

    Expert (Car navigation)

    9 July 2011, 17:41

    Try resetting the unit by holding the power button about 10 seconds till you hear the drum roll. Your unit will not show as an external drive but should appear in Control Panel-->Network connections.

  • Panduru

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    Apprentice Traveler
    Replies: 2

    10 November 2011, 22:13

    Hello, Can somebody help ?. I tried to connect  my PC with  Vista  OS 32 bits with my new tom tom Go 820  via this soft My Tom Tom.  Creat ean account so far i think that Ok . Seems something work but display  on my PC still in "connexion" small sign still turning . Than have problem to install the last map update file download to my PC but as soon installation start failed error etc reconnect your device. Tried TT support but seems no solution. Install reinstall check the anti virus fire wall etc. nothing change.  Before work with  TT Home 2 never problem . seems TT come very instable !!

  • Lupus1

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    Elite Voyager
    Replies: 3967

    10 November 2011, 22:46

    Hi Panduru,

     

    there are some things to check (sorry if I repeat things you already did but I did not notice when reading your post):

     

    • Do you use a new account for your new device? If not please create a new one.
    • Do you use the latest myTomTom application? If not please download and install it. http://www.tomtom.com/getstarted
    • Which Browser do you use? If it is Internet Explorer try a different one, i.e. Mozilla Firefox or Google Chrome.
    • Did you check your antivirus and firewall settings? Make sure the MyTT application is allowed to fully access the internet and isn't blocked in any way.
    • Check your port settings in the MyTT application. Change the port from 4000 to i.e. 4001 or 5000 if not already done.
    • Look into your network connections. Your device should be listed as unknown network. Go to the settings and set that network as trusted network.
    • Clear the cache of both your MyTT application as well as your browser.

    Hope one of those steps helps you to install your update.

     

     

    Regards

    Lars.

  • Stefan

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    Elite Voyager
    Replies: 4856
    Expert (iPhone App)

    Expert (iPhone App)

    Expert (Car navigation)

    Expert (Car navigation)

    10 November 2011, 22:47


    Panduru wrote:

    Hello, Can somebody help ?. I tried to connect  my PC with  Vista  OS 32 bits with my new tom tom Go 820  via this soft My Tom Tom.  Creat ean account so far i think that Ok . Seems something work but display  on my PC still in "connexion" small sign still turning . Than have problem to install the last map update file download to my PC but as soon installation start failed error etc reconnect your device. Tried TT support but seems no solution. Install reinstall check the anti virus fire wall etc. nothing change.  Before work with  TT Home 2 never problem . seems TT come very instable !!


    Good evening

     

    Try the following:

     

    Reboot the device (no settings lost)

     

    • Press and hold the power button for approximately 15 seconds untill you hear a drum roll sound;
    • Please wait untill the navigation screen is displayed;

    myTomTom

     

    * Connect the device to the computer, verify that the installation proceeds, otherwise go to the next step.

     

    Clear the cache

     

    • Disconnect the device from the computer;
    • Right click on the myTomTom icon in the system tray;
    • Click on 'settings';
    • Click on the tab 'cache';
    • Click on the button 'clear cache';

    Change the internet port

     

    • Click on the tab connections;
    • Click in the field with the number 4000, change it to 4001 or 5000 and click on 'save settings';

    Close and restart the application

     

    • Right click on the myTomTom icon in the system tray;
    • Press and hold the shift button while selecting close;
    • A notification window appears, press and hold shift while selecting close;
    • Go to the windows logo in the system tray - all programs - TomTom - click on the myTomTom shortcut;
    • Connect the device to the computer;
  • Panduru

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    Apprentice Traveler
    Replies: 2

    11 November 2011, 18:25

    Hay,

     

    Thanks for the infos. I already done all those items. I tried IE or Firefox navigator. I clear the casch . I have only to check the port 4000 to4001 . What is bizzare seems the gps is connected to the net , but some items still not working. Today I check same device with another pc on XP pro . Work perfect . I thnik TT hav eproblem with Vista .

    Wait for your comment  Regards

  • TangSooPap

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    Apprentice Traveler
    Replies: 2

    14 November 2011, 16:30

    I have tried all the suggestions, still no connection. System tray shows new items waiting. Using Win 7 64, TT  VIA 1505. Very frustrating since it worked fine a few months ago. Update maps is why I bought a TomTom.

  • TangSooPap

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    Apprentice Traveler
    Replies: 2

    14 November 2011, 16:58

    Ok now this is crazy. I got the orginal USB cable out of the car (the one that came with the TomTom that is pluged into the lighter adapter) and on a whim used it. It works, or at least says it does. Anybody know why?

  • KeithH

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    Neophyte Traveler
    Replies: 3

    20 November 2011, 22:27

    I've had these problems. My "825" either does not connect or the connections drops after a few minutes. My PC said the network interface didn't have an IP address allocated and a "repair" failed to cure the problem.

     Try manually allocating an IP address to the network connection on my PC it was Local area connection 2 (TomTom) not the normal LAN connection . Try this IP "169.254.255.2"

  • Lupus1

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    Elite Voyager
    Replies: 3967

    21 November 2011, 12:42

    Hi Keith,

     

    that's usual that it is not your usual LAN connection as the device doesn't connect via the ethernet cable. So when connecting your device to your computer you'll always get a new network connection set as unknown network at the beginning which I recommend to change to trusted network. As you'll still be able to use your standard local area network (LAN) using your ethernet port you got the Local Area Network 2.

     

     

    Regards

    Lars.

  • KeithH

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    Neophyte Traveler
    Replies: 3

    21 November 2011, 14:23

    Hi Lupus1,

     

     I've only had the "825" about a month and I've tried connecting it with two PC's a PC running XP Pro and a Laptop running Windows 7 the PC with XP on it gave the most reliable connection but it still drove me mad not connecting or dropping out..

     

     I monitored the network connection using both a USB device monitor and a network protocol analyzer, both came up with the same results. The TomTom device IP appears to be 169.254.255.1 and the PC network adaptor (identified in the device manager as "TomTom" has a different IP in the same range. I think this is not always the same?

     

     When the connection first appears (on my PC identified as "Local Area Connection 2") the IP properties are "Automatically Assign an IP address". This process appears to be flakey which accounts for the failure to connect. Manually assigning an IP to the connection solves the problem and the device connects immediately - assuming you remembered to switch the TomTom on and let it boot before connecting the USB cable otherwise you have to remake the USB connection "device unresponsive".

     

    The PC remembers the connection settings allocated to the connection when the device is subsequently reconnected and a new connection made.

     

    Cheers

     

    Keith H

  • Lupus1

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    Elite Voyager
    Replies: 3967

    21 November 2011, 14:43

    Hi Keith,

     

    thanks for your information.

     

    It isn't possible that two devices being in the same network have the same address. They always have an address within the same area as the complete network usually gets devided into several subnetworks. It is easier to find out how many possible devices can be in a single subnetwork when looking at the IP address in binary format. The complete address is constructed by combination of the ip-address and the netmask.

     

    If you set up a local area network at home using multiple computers and a switch you'll also select the separate IP addresses from a close group of number. Usually you'll have something like 192.168.0.1, 192.168.0.2, etc. as the 192.168.0.0/16 is the most commonly used private network configuration as a class C private network.

     

    Read more under the following two wikipedia articles as I don't want to explain the complexity of networks here.

    http://en.wikipedia.org/wiki/IP_address

    http://en.wikipedia.org/wiki/IPv4

     

     

    Regards

    Lars.

  • KeithH

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    Neophyte Traveler
    Replies: 3

    21 November 2011, 16:18

    Hi Lupus1,

     

     You are of course quite correct devices on the same network must be in the same range. I have set up quite a few LAN's. There are two separate networks mine is :- LAN 192.168.254.X obviously used for my PC's and the DSL router. This is a CAT5 ethernet network. The TomTom connection is an ethernet over USB connection using a different IP range. The "TomTom" network does not show up in Network Connections). I don't think that the TomTom has direct internet access  although the connections could be bridged. The my TomTom application communicates with the TomTom and then if necessary the TomTom server. Data is communicated to the application first and then to the device.

     

     You can have two different networks on a computer they just won't see or communicate with each other. I have a USB networking cable that sets up a USB ethernet connection using the IP addresses 192.168.1.1 and 192.168.1.2. I would have to change my LAN to 192.168.1.X for the USB connected PC to have internet access.

     

    Ref my previous please try it it won't break anything and you can always reselect "Automatic IP Allocation"

     

     

    Regards

     

    keith

     

     

     

     

  • duh
    duh

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    Replies: 1

    22 January 2012, 19:45

    This has been try by have the plant have you not been reading?

  • JoseLuisRusso

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    Apprentice Traveler
    Replies: 1

    7 March 2012, 17:18

    I have the same problem .
    Did you found the solutions ?
    I'm desperate !!!!!
  • vcarlisleII

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    Apprentice Traveler
    Replies: 1

    10 March 2012, 02:42

    I just got my TomTom VIA 1505M. Love the display and everything but having a problem. I was trying to delete addresses off of my device and it said that I needed to download TomTomHome. Downloaded it even though it says for XP and Vista (I have Windows 7) and it started. However, it says that my device is not connected. I went back to the support screen and followed those instructions (click Update Device, etc.) and it still says my device is not connected. I tried using different USB ports and still cannot figure out what to do! Anybody have any ideas? I need some help to delete some of these addresses because when I downloaded them, I did not know that they were not active addresses. I want to get this information off of my device. Please Help!!!

     

    Thanks!!!

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