OUTAGE RESOLVED-Problems with MyDrive Connect and Accessing TomTom Services on the device


Userlevel 7
Badge +3
Hello all,

There are currently 2 issues we are facing. A team is working to get this resolved as soon as we can.

  1. MyDrive Connect- 'Waiting for device' error message / Unable to update or link to an account / connectivity issues.
  2. TomTom Services- 'Oops we are having trouble accessing TomTom Services. Please try again later' - This error mostly when you log in to MyDrive or TomTom Services or updating using WiFi.
We just published a banner announcement on our support website to inform the same.

I will let you know once a fix is deployed.

Thank you for your patience...

Regards
Vikram

164 replies

Userlevel 1
And how will we know when this fixed
Userlevel 2
Thanks for at least letting us Know.
getting "Waiting for device" on my go live 1000 trying to update the Iberia map, even if I only update the map (gps-fix also failing on waiting for device"). Plenty of memory space left, 0.1 Mbps net usage for MyDrive connect. Navcore 12.075

the gps is restarted (30 sec power button + drum roll), tried all types of ports, connecting - reconnecting, off - on, still can't update the map.

I've just purchased the 1,5 year map service this monday and STILL can not use it. Please help.
Userlevel 1
I have been trying to install "Speed Camera Update" for two days. Thank you Vikram for the information.
Thanks for letting us know
Userlevel 1
Thanks Vikram ... you are clearly the "goto TomTom employee" I referred to in a post earlier today ... if possible, an estimate of when the problem will be fixed would be very useful.
I have just bought a TomTom Go basic. I am also getting the 'oops....we are having trouble accessing TomTom services' messaeg. I am driving to Spain in 2 days time so an indication of how this will take to resolve would be helpful. Otherwise I'll be taking it back and buying a Garmin. Wasted so much time this morning trying to resolve it.
Userlevel 1
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Userlevel 1
I Was told in a support call they were hoping to have it fixed by the end of the day however I'm not holding my breath.
Userlevel 1
Thanks for the info ...

Just curious ... how long did it take you to get someone on the line from the support desk ?
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Userlevel 1
Almost 15mins then another 6 or 7 minutes on the call, made a big hole in my mobile call allowance 😞
Thanks @VikramK for update and heads up
Thanks Vikram, appreciate the banner on the support-site. I assume this will be the generic approach during future outages (which will hopefully limited).
For Dave Masson: I called the helpdesk this morning and within minutes I spoke with someone from the customer care team.

Kind regards,
Roland
Userlevel 1


After resetting all the resettable, changed usb cables, installed 10 times tomtom connect etc etc finally an official news. Good job I hope you will soon be able to provide.
Following
We have been trying for several days to update our Start 52 Tom Tom but each time it downloads to our computer fine but then freezes on 'waiting for device'. Have tried deleting cache and starting again etc.. and made sure our drivers are all up to date on windows 10 but the problem persists.

Looking at previous comments it seems to be a common fault that has existed for over a year!!

Very disappointed in the update software and feel we have purchased a poor product. Lifetime updates is a joke.
Userlevel 1
Hi there!

Though the style of this page is green(ish), the banner for this type of issues should be in a colour that stands out (i.e. red). I honestly missed it as first glance.
Just my opinion, nevertheless.

Regards.
Userlevel 1
zero wrote:

Hi there!

Though the style of this page is green(ish), the banner for this type of issues should be in a colour that stands out (i.e. red). I honestly missed it as first glance.
Just my opinion, nevertheless.

Regards.



flashing red, I think.🤐
Thank you very much VikramK
I will wait and see...

Kind regards from bio712
I have 2 devices both failing to update.

One (with 1 update) stuck on 'Waiting for Device', the other (with 3 updates) stuck on 'Getting Ready' or 'Server Busy'.
Thanks Vikram, at least we know it's now a recognised problem and being looked at. I can't mark the problem as fixed as it isn't fixed yet.

I assume there will have to be a product update, so we'll find out it's fixed that way.
Well as a long time very happy user of TomTom, I bought a new 520 unit recently. It just wont connect via any means. Ive sent it back for a refund. And now to cap it all "Connect" doesnt think my previous (1005) unit is registered and it's stuck in a loop trying to connect to TomTom to re-register it. Mind you, it aslo now has no maps after the most recent update. Time to consider the opposition I think.
Userlevel 7
Badge +2
Hi
@MaxW53

The Tomtom servers are down... They are working on the problem
____________________________

When the servers are back online


The NAV5 (Wi-Fi) devices like you’re GO 520 update using Wi-Fi...
Tomtom recommend 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...

If Wi-Fi is not available or is slow/unstable/unreliable.....
See Option... (2) Connect over USB
___________________________

Option... (1) Connected Wifi
Tap the 4Dot(.... Menu) --> Setting --> Updates & New Items
Extra Maps are Installed/Maintained... 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, when complete update the remaining items one at a time

Note... NAV(5 Wifi) devices connected over Wifi 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 recommend a minimum Wi-Fi download speed of 30Mbps
Updating your new NAV5 (Wi-Fi) device over USB will require "MyDrive Connect"
Get it here.....
www.tomtom.com/getstarted
Run MyDrive Connect.....
Note... The NAV(5 Wifi) devices have no access the MyDrive Menu structures as used by the previous NAV3 & 4 devices
MyDrive Connect will only show a "Splash screen" saying "Connect your device using Wifi" etc
If required You can close the 'Main Mydrive Window' showing the "Connect your device using Wifi" Splash screen... MyDrive Connect only needs to run in the background on the PC TaskBar


Connect your Device to a USB Port on your PC
Updating a NAV5 (Wi-Fi) device using USB 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
Extra Maps are Installed/Maintained... Setting --> Maps

ATB YFM

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