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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)
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
  • Jools1071

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    Apprentice Traveler
    Replies: 2

    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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    Elite Vanguard
    Replies: 25099

    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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    Replies: 149
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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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    Apprentice Traveler
    Replies: 2

    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:@
  • Herb W

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    Apprentice Traveler
    Replies: 1

    25 April 2017, 18:13

    What a complex support service!!! Was given note on my Factory installed (2014 Mazda 6) satnav to remove map card and install my drive direct, insert map card in computer and get free map upgrade. No joy.....
    Followed instructions no joy. Hope my next car has Garmin.
    Can you help???
  • dhn

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    Elite Vanguard
    Replies: 25099

    25 April 2017, 21:21

    Call support:

    877-757-7137
    Monday - Friday: 9:00 a.m. to 8:00 p.m. EST
    Saturday: 10:00 a.m. to 6:00 p.m EST
  • nnc

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    Apprentice Traveler
    Replies: 1

    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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    Replies: 4337
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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.
    Help others identify useful content :- - If I posted something that was helpful? Click the Like button - If I answered your question? Click Mark as Solution
  • Graeme in Sydney Modbreak

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    Apprentice Traveler
    Replies: 1

    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 ?

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