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FAQ - MyDrive Connect shows “Connecting” after software update

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connecting, beta, mydrive connect, go 5100, go 510, Go 6100, GO 610,

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14 April 2017, 17:29

After installing the update to software version 16.6 your device might not be able to connect to MyDrive Connect anymore.


If you are experiencing this issue you can install a Beta version of MyDrive Connect:
  • If your device is connected to the computer, disconnect it.
  • Right-click on the MyDrive Connect icon in the Windows notification area or the Apple menu bar or click the country flag on the top right corner.
  • Click Settings.
  • Select the tab About.
  • Tick the box for Install Beta version when available.


  • Click Save Settings.
  • Right-click on the MyDrive Connect icon in the system tray and select Quit.
  • Launch MyDrive Connect again. You will now be offered an update for the program.


Click Update MyDrive Connect and follow the instructions on screen.


  • Once the update is installed and MyDrive Connect is running, connect your device to your computer.
  • Your device should now show be able to connect normally.


If you are still experiencing the same or any other issue with this beta version, you can go back to the normal version of MyDrive Connect by downloading and running the installer from our website.
Go to https://www.tomtom.com/en_gb/mydrive-connect/ and download MyDrive Connect again.
(there is no need to uninstall the beta version - the normal version will overwrite the beta when you run the installer)
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  • Jools1071

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    24 April 2017, 11:35

    Thanks, on Windows and despite checking the Beta version box and restarting as you suggest, I'm not getting the "update available" so can't download the update. Very frustrating as due to a memory card change I have no map installed and an unuseable satnav.. any idea when TomTom will do a proper fix for this?!
  • dhn

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    24 April 2017, 11:37

    Call support when available. I understand the phone number may not be working at this time. Try it. If it doesn't work, maybe later or tomorrow:

    United Kingdom
    02079 490 134
    Monday - Friday: 9:00 a.m. to 5:30 p.m.
  • tugman

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    24 April 2017, 13:12

    Why can not you use a chat line or email like most companies offer these days. I have just sorted out a delivery problemwith another company and it proved to be so easy. Plus when I was have problems with rider 2 that was the methos I used by ignoring all the f&a set pieces I managed to contact someone at TT and sort the problem of mount not charging very quickly
  • Jools1071

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    24 April 2017, 14:54

    Jools1071 wrote:

    Thanks, on Windows and despite checking the Beta version box and restarting as you suggest, I'm not getting the "update available" so can't download the update. Very frustrating as due to a memory card change I have no map installed and an unuseable satnav.. any idea when TomTom will do a proper fix for this?!


    What a drama.. several PC restarts and fiddling settings got the beta update to show up, but then the device went to sleep part way through the map update and MyDrive Connect couldn't seem to reconnect properly.

    I gave up and tried installing on another PC.. which worked.. but.. my satnav is now not recognising a memory card, even though the card itself is fine and good..

    Put me right off ever buying or upgrading TomTom again:@
  • nnc

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    25 April 2017, 21:34

    My satnav says it is connected to the computer but the computer is stuck in "connecting". the same problem as other are having. I've done every fix possible and umpteen downloads and restarts, and not able to contact a human at tomtom, i have come to the conclusion that the latest fix was designed to stop getting lifetime updates. Unless tomtom can address this problem or make it possible to deal with someone who has the answer, I will not recommend any tomtom product as lasting more than 12 months.
  • Niall

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    25 April 2017, 22:01

    @nnc

    Contact Customer Service tomorrow to sort out your connection problems

    CS United Kingdom
    02079 490 134
    Monday - Friday: 9:00 a.m. to 5:30 p.m.
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  • Graeme in Sydney

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    25 April 2017, 22:52

    Hi
    I have tried the fix but I can't download the Beta version to fix the problem as all I get the the spinning ring.
    What else can I do or is it a problem at the tom-tom end ?
  • nnc

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    26 April 2017, 21:08

    Thanks Niall. I do not always get back by 5:30 but will make contact when I can. Should be by Tuesday at latest.
  • zemellar

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    26 April 2017, 23:00

    I hav not been able to connect the device for 2 months now,and its still not work with the beta.
    What the h.... is going on:(
    zemellar
  • dhn

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    26 April 2017, 23:03

    Have you called support:

    Sverige (Sweden)
    077-662-00-10
    Måndag-Fredag: 10:00-17:00
  • zemellar

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    26 April 2017, 23:12

    Hi.
    No,maybe I will do that!

    RZ
    zemellar
  • AAndersen

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    27 April 2017, 09:16

    Tried the above instruction, do not get any beta update. How I am going to get in to my drive connect?
    Really anoying :-(
  • Niall

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    27 April 2017, 09:48

    @AAndersen

    In MyDriveConnect click on the Union Jack and select "About" then you need to select "Install Beta versions when available" see

    1 Attachment

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  • AAndersen

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    27 April 2017, 10:07

    Hi Niall, thanks for prompt reply. Tried this already, but is not offered the possibility of getting the beta version? bit desperate, what to do?
  • KasperTH

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    27 April 2017, 10:19

    What I nightmare! Did not expect to spend several hours on a simple map-update.

    Downloaded the latest map-update to my Mac but during the update of my device the system froze - and now I can't connect my device to MyDrive.

    Tried updating to the betaversion - still no connection
    Tried reinstalling the normal version - still no connection
    Tried resetting my Go5000 to the factorysettings - still no connection

    Going on Holiday tomorrow and now I have a navigation unit with a 3 year old outdated map. Super frustrating! :@:@
  • dhn

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    27 April 2017, 11:45

    Call support, Kasper:

    Danmark
    35 25 65 14
    Mandag-Fredag: 10:00 til 17:00
  • KasperTH

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    27 April 2017, 12:50

    Thanks. Struggled to find a telephone number. Unfortunately they are closed today due to some national Holiday in the Netherlands?! And we leave on Holiday tomorrow. :(
  • tugman

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    27 April 2017, 15:11

    Look as if you will have to use road signs and paper maps
  • stiffen

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    29 April 2017, 13:27

    dhn wrote:

    Call support, Kasper:

    Danmark
    35 25 65 14
    Mandag-Fredag: 10:00 til 17:00



    Hello dhn
    would you be so kind and provide the contact number for Italy too?
    Thanks
  • dhn

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    29 April 2017, 15:24

    Italia
    0245281004
    lunedì-venerdì: ore 09:00-17:30 CET
  • YamFazMan

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    30 April 2017, 23:55

    Hi
    To Contact Support by Email or Phone
    (1)... Scroll to the bottom of this page
    (2)... Find the "Support links" Click on "Contact Us"

    (3)... Scroll to the bottom of the Support page and check if your Countries Flag is correct... If not Click on the link and correct
    (4)... Scroll back up and choose an appropriate Category e.g... "Updating your Device"
    (5)... Click on "Pick Your Product" and Select your device from the menus...
    (6)... Click on the Green Menu "Contact customer Care"...
    (7)... Select "Email Us" or "Phone Us"

    Or using the Direct Link...
    https://uk.support.tomtom.com/app/contact/p/4303
    After Clicking on the above link, Scroll to the bottom of the Support page and check if your Countries Flag is correct... If not Click on the link and correct
    Click on "Pick Your Product" and Select your device from the menus...
    Click on the Green Menu "Contact customer Care"...
    Select "Email Us" or "Phone Us"

    ATB YFM
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  • stiffen Modbreak

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    6 May 2017, 18:53

    dhn wrote:

    Italia
    0245281004
    lunedì-venerdì: ore 09:00-17:30 CET



    I solved the problem following the procedure (reinstalling the driver for Remote NDIS... ) suggested by the support. It's working fine.
    Thanks
  • MikkoKMikkoK Author

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    11 May 2017, 13:46

    Hi all,

    We've just released a new production version of MyDrive Connect to replace this beta version. For more information, please see here.

    I'll close this topic as the beta version is no longer available. Let's continue the discussion elsewhere :D

    Cheers, Mikko
    Help others identify useful content: - Did someone answer your question? Click Mark as Solution - Did someone post something helpful? Click the kudos button - Need help with your TomTom device? Add details about the TomTom device to your post: Device name, Application- and Map version. Check our support videos at tomtom.com/videosupport
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