Solved

Problem with Map - You cannot use this map on this device:Europe


Hi

I have a TOM TOM 1005.

Everything was working fine. Did the normal updates as per usual - all fine.

Tonight I had an update request. I could see the usual GPS update speed fix but this time I saw Europe update map.

So I updated as normal. It took ages to download the map.

Now my device reports all updates are ok but when I switch my Tom Tom on instead of the usual map screen I now get:

Select Your Map (it lists Europe). When I select Europe it now gives the above error message - You cannot use this map on this device:Europe

When I select 'OK' it takes me back to 'Select Your Map'.

HELP!!

Rgds

PB
icon

Best answer by Polar_Bear 12 April 2013, 21:00

ITS SOLVED!!

Its amazing how things work out.

I had literally just finished typing my letter of complaint today when I received a phone call from TomTom HQ in The Netherlands. Colin introduced himself as a supervisor based at HQ. Without me saying a word he summed up in two sentences how I must be feeling right now. I thought finally! Someone has got it! Common sense has just said hello. He was adamant that its fixed today or a new unit will be despatched today. I was a bit lost for words. I said ok. He then said in 15 mins I would receive another phone call from a senior technician.

In 15 mins the phone rang again and it was Steve. He sounded American. He asked if he could take control of my desktop the main computer where I do all the updates. He talked me through what he was going to do in a laid back casual manner but I got the feeling this guy knew what he was talking about. Within 1 min he had control of my computer.

I attached the TomTom unit as usual and he immediately fired up MyTomTom. All along he was chatting to me on the phone. Initially nothing happened. He asked if he could put me on hold. After a short while he came back and asked me to disconnect the unit and verify the serial number on my unit.

Again a small hold and then he came back and said if I could reattach my unit. I reattached the unit. Then BINGO! The unit started talking to the server. All he said was it will work now. He wouldnt confirm what it was. But Im sure it revolved around the serial number on the unit and or the map assigned to the serial number.

Anyway, 30 mins of conversation today competently restored my confidence in TomTom. Now if only they could have done this 3 weeks ago!

The people I dealt with today were in a different league to my experience thus far. In fairness they admitted they were at fault and lessons would be learned.

Lets hope so.

Thank you again to everyone who made comment and input on this forum I really appreciate it.

Rgds
PB

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87 replies

Userlevel 7
Badge +2
Hi Polar_Bear,

Welcome to the forum!

Try a soft reset. Don´t worry, nothing will get lost. Press and hold the power button for about 20 sec. till you her a drum roll sound. Then let go. Restart will take a bit longer as your device will sort some things.

Is it running properly now?

Greetings

Andreas
Hi All,

Had exactly the same problem and can't seem to clear it. tried a reset and a 'restore' but without success.

M2
Userlevel 7
Badge +2
Hi M2,

did you have another device asigned to your account before by chance?

Greetings

Andreas
Hi Andreas,

No, this was the first one and up to now all has been well.

M2
Userlevel 7
Badge +2
how about your firmware? Do you have v12.055?
Hi Andi

Tried the soft reset but still no luck. It still opens with 'Select Map'

Rgds
PB
Userlevel 7
Badge +2
I guess your both problem is a corrupt map file or the wrong map was asigned to your account. Best is to contact customer support. They can check this on your account, delete the current map from your device and asign the correct map for download:

http://uk.support.tomtom.com/app/contact" target="_self
Not sure how I find out which version of the firmware I have but yes, it is Europe maps 9.05.

M2
Userlevel 7
Badge +2
firmware version you can find in Settings / Me and my device / About my device / 2nd line -->  application XX.XXXX
Userlevel 7
Badge +2
... just had the same case in the German forum. A wrong map was asigned to the account. Support removed the map and the correct map could be downloaded and installed without problems.
Andreas,

Thanks for you help. I have sent the support team an email to try and fix my snag. Not much more we can do here.

M2
Userlevel 7
Badge +2
give us a feedback if it was solved 😉
Hello

I have also submitted a support ticket. I will let you know how I get on.

Rgds

PB
Userlevel 2
I have exactly the same problem - and frankly, distributing a map with an issue like that is nothing short of inept, or negligent, or both.

I'm seriously grumpy - I have a  long trip over an unknown route today and a device that's effectively bricked.

This is seriously careless stuff......
Userlevel 7
Badge +3
You can always try this...can't hurt:

*Always make sure that you are logged in with the correct account to the TomTom HOME application*

Try to run the Clear Flash Tool 3 times:

http://uk.support.tomtom.com/app/answers/detail/a_id/6178/" target="_blank

Further steps if no luck:

Try to do a soft reset first. Either a pin hole on the bottom, or press and hold the on button, until you hear the drum roll (if your device has no pin hole).

If the above worked, happy days, if not, try the one below:

1. Save everything from the device, using Explorer (or Finder on Mac), include all the files (hidden as well). It is also known as a manual backup: http://uk.support.tomtom.com/app/answers/detail/a_id/13354/" target="_blank

2. Rename the mapsettings.cfg file on the device, in the map's folder. Try again. If this didn't help, connect the device again to the PC, and follow the next steps.

3. Then format the internal storage (or memory card, depending which one you use) of your device. Use the COMPLETE format, not the quick. http://uk.support.tomtom.com/app/answers/detail/a_id/12412/" target="_blank

4. Go to TT HOME, Manage my "DEVICE", delete everything from the hard drive and try the update again (in the new TomTom HOME app it is on the second page). At this point you might have to disconnect the device a few times and switch it ON/OFF to enable it to setup some important stuff.

5. Copy your voices and post codes back to the device (also the maps if that didn't download either). It should be fine by now. If still looping, rename the mapsettings.cfg file on the device, in the map's folder. Try again.

This one is for devices using TomTom HOME, NOT MyTomTom.
Userlevel 2
Hi,

Thanks for your input - much appreciation from here!

HOWEVER - I'm getting tired of this - every interaction I have with TomTom seems to unearth yet another configuration problem. I see no reason why a user should be doing anything other than a simple automated update that actually works first time. TomTom have a failure rate with my £300 system of 100% to date.

I run large teams of software/firmware engineers on critical systems and if any of them demonstrated the same inaccuracy and error rate, they would be well and truly fired.
Hello Zsolt

Thanks for trying to help. Sadly your suggestions will not work with the 1005.

Rgds
PB
Userlevel 7
Badge +3
@Polar_Bear: Try this:

http://uk.support.tomtom.com/app/answers/detail/a_id/1898" target="_blank
Userlevel 2
I also have a 1005 - same story.

Locked in a loop "Select your map"

Only option = "Europe" 

=

"Problem with map"

"You cannot use this map on this device: Europe"

It's effectively bricked.

Thanks for your efforts PB - you should be invoicing TomTom for your support!
Userlevel 2
And Zsolt!
Hello Zsolt

Followed your link and followed the advice in the link
to the letter. It started to download again what's on the server but the problem there is it is downloading again the faulty map on the server so I'm still getting the same problem.

Thanks anyway.

Let's see what Tom Tom helpdesk come up with.

Rgds
PB
Hello

Matter is still not resolved but just to update everyone, TomTom have confirmed it is a problem at their end on their server. I was supposed to connect to My TomTom and the new instructions on the server would fix everything. The only update was a Quick GPS fix but still no map update.
I've sent TomTom a reply, so hopefully will update this later.
Rgds
PB
Hi All,

My problem has now finally been fixed.  Got complicated with the cache not celearing too which prevented the map being shown for upload.  Essentially my software indicated that I had items to download (map and GPS upate) but these were not evident in the manage content section of My TomTom.  My issue was resolved as follows:

a.   Conducted soft reset of thee device.

b.   Contacting TomTom to get them to remove the previous map (upload error) and resend new map.

c.   Conduct cache removal - Cntrl + F5 in Google / Chrome.

d.   Conect device and login as normal.

e.   Presented with new map to upload.

Although I had also done a full reset during previous actions to resolve the problem, none of my data / personal settings were lost.

Many thanks to all for thier help in trying to fix this one.

M2 
Userlevel 2
Thanks for that - still awaiting fix here.
Quick update. Tom Tom asked me to clear my cache which I duly did and still no result. They then asked me to use the phone number for technical support. I phoned in. The first time I waited for 10 mins and was cut immediately. The second time I called in and waited another 10 mins and reached someone who asked me the questions from all the e-mails and by the time I finished I was cut off. I'm now on hold for a third time awaiting help. This is truly appalling telephone service.

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