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No GPS signal

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DitteDitte Author

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Community Manager
Replies: 1855
Expert (Car navigation)

Expert (Car navigation)

2 April 2012, 10:32

Hi all,


 


Since Saturday 31st March some devices have been having issues getting a GPS signal.  


 


We have identified the root cause of the issue which has caused some of our GPS models to not get a GPS position.  The issue is caused by a leap year bug in our GPS firmware.  


 


Please see this FAQ on how to get the GPS signal restored.


 


Update 5th April: 


The installation process has been simplified. MyTomTom will now automatically start the update when you connect your device to your computer. 


 


Update 6th April 19:50 CET: 


A new update has been released (v11.037) which further simplifies the process. 


 


Additional tips:



  • Check that the latest 11.037 application version has been installed to your device.

  • If version 11.037 isn't on your device, try clearing the cache in MyTomTom and redownload.

  • To clear the cache click on the TomTom icon in the lower-right corner of your computer screen to open the MyTomTom support application. Then click Settings, select the Cache tab, click Empty the cache and finally click Save settings.

  • If you have been unable to get the software update using Internet Explorer, you might want to try another browser, such as Firefox or Chrome. You can also try using Internet Explorer in compatibility mode.

  • If you have version 11.037 of the application installed, and still have no GPS signal, manually reset the device until you hear the drum sound and check the connection outdoors.


 


Please accept our sincere apologies for the inconvenience caused.


 


Thank you for your attention. :)


 


-Ditte

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1977 comments

  • solebreaker

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    Apprentice Traveler
    Replies: 1

    2 April 2012, 10:48

    my tomtom1535 doesnt work.! help!

  • Marco66

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    Master Traveler
    Replies: 4

    2 April 2012, 11:00

    Hello
    Im living in Italy and i have the same problem!
    I have updated my go live 1000 whit last update on march and no detected signal GPS have try whit reset and get signal and when turn off and turn on again the signal was no detect again :(
    Is a bug of the last update of appliacation?
    thanks
  • fishy0208

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    Master Explorer
    Replies: 5

    2 April 2012, 11:00

    Ditte
    It maybe worth just adding how to send the units info if the device will connect. My device (120live -) will not locate a signal but yet will connect to TomTom home. However will not update and informs me that 'something went wrong'. I am unsure as to when this started but can only imagine that it is in the bracket of 31st March.
    Thank you for your time

     

    Serial number: FM2500H01551 (0)17.7)

    App 11.035.890538.74 (0) (3010, 21/3/2012), OS 824205

    GPS 2. 16.201 88313 , Boot 569469

    Map: 'United_Kingdom_and_Republic_of_ireland' v865.3243

    Release date: 1/2011

    Language: English UK

    Start of issue: Unsure exactly but certainly no signal on 31st March

    Last action: Dowloaded new map, Application, Speed Cameras etc. Soft reset has not worked, Completed all updates.

    If your device connects to TomTom HOME, you can send the system information. (Unsure how to..!)

  • norfolkgal

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    Apprentice Traveler
    Replies: 2

    2 April 2012, 11:04

    Hi

    I bought my Tomtom 1000EU  new yesterday, and had this problem from the start.  I was not best pleased!  The restart does the trick but that's really not good enough.  I trust this issue will be sorted out soon otherwise it may be going back to the shop.

  • Sixes

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    Outstanding Wayfarer
    Replies: 25

    2 April 2012, 11:11

    Tomtom VIA 220 (Australia) Model 4EN42Z1230

    Map version 8.85

     

    Start of issue: 31 Mar 12. Purchased new, removed from the box, turned on and it worked fine. Drove home, installed latest updates (Tomtom 3.1.0.530). After update, went outside and could not get any signal. Reset the unit (drum beat) and it worked fine.

     

    Powered it off, then on again and it will not pick up anything (waiting for a valid GPS signal)

     

    Seems like a software glitch on Tomtoms end

  • jayvee

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    Apprentice Traveler
    Replies: 2

    2 April 2012, 11:11

    Same problem here.

     

    Tom Tom Start 20 Model No 4EN42 Z1230 DSerial No AP5161G01674
    Device AP5161G01674 (0) 10.5

    App 11.035.890538.74 (0) (3010,21/3/2012), OS 8234205
    GPS 2.16.201 88313, Boot 642776

    MAP Europe v875.3611 Release date 7/2011

    Living in UK

     

    Start of issue 31/03/2012

    Last Action Connected to MyTomTom, installed 25 new updates. Issue not resolved by updates.

     

  • cyberhose

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    Neophyte Traveler
    Replies: 2

    2 April 2012, 11:14

    directly after the (auto) update to app 11.035.890538.74 (0) 3010, 21/3/2012), os 824205

    Really stuffed me up as had loaded lovcations for my wife to support me while doing the Paris Roubaix.

    Do you guys user test your new releases?

    It looks like in future we should not updrade software that is already working on the pretence of getting some new functionality

    Please do allow the option for rollback to previous versions...at least we dont end up with a useless device...

     

    soft reset does not fix the problem...

     

    re golive 1005

    sa3480k04456 (0) (12.0)

  • MiguelMX

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    Master Traveler
    Replies: 4

    2 April 2012, 11:15

    I'm in the middle of a trip, and i don't know this city. My tomtom Via 1535 isn't working (recent update to 11.035)

    It's there a fix?

  • parfz61

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    Neophyte Traveler
    Replies: 3

    2 April 2012, 11:17

    My Tomtom Live 1005 stopped picking up gps on Sunday 1 April. It stuttered a cpl of times throughout today ( Monday 2 ), enough to get a brief location of where I was, but only for a cpl of seconds. Still no gps signal. Have even resorted to factory reset but this hasnt fixed the problem. Annoying " much " !!!

  • phileasdown

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    Outstanding Explorer
    Replies: 12

    2 April 2012, 11:28

    Soft reset does solve issue temporarily but still takes a long time to find sats, started hapening Sunday 1st about 12pm (UK) .

    Did the latest firmware update on Saturday afternoon.

    The firmware updates do seem to cause unnecessary problems when applied to tomtom VIA 120, have had constant update issues.....
  • JJ0521

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    Apprentice Traveler
    Replies: 1

    2 April 2012, 11:32

    Hi Ditte

     

    My device also doesn't work since Mar 31th after lunch!

     

    Device: FN2480H06139 (0) (7.9)

     

    We are living in Zurich. When can you fix this problem by?? As we (and I am sure a lot of other people as well) will be going on a road trip on Friday for Easter holiday! Please help!!!!!

     

    Or let us know any retail outlets we can go to fix our device, or at least if there is any outlet that we can borrow a temporary one for the time being due to the technical problem of TomTom.

     

    Many thanks.

  • phileasdown

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    Outstanding Explorer
    Replies: 12

    2 April 2012, 11:35

    EDIT -

     

    Device - FN4460h09902 (0) (7.7)

     

  • parfz61

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    Neophyte Traveler
    Replies: 3

    2 April 2012, 11:36

    Device SA2271k01561 (0) (20.7)
    App 11.035.890538.74 (0) (3010, 21/3/2012), OS 824205
    GPS 2.16.201 88313, Boot 569469
    Map 'Australia' v885.4019, Release date 1/2012
    Language :English UK
  • fishy0208

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    Master Explorer
    Replies: 5

    2 April 2012, 11:40

    Could I ask, how have you inputed the device information? please advice.
    Thank you.
  • loscaps23

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    Outstanding Explorer
    Replies: 10

    2 April 2012, 11:42

    DOWNLOADED ON FRIDAY I THINK UPDATE WHICH WAS AVAILABLE
    STOPPED WORKING ON AT 31.03.2012 AT 1400HRS
    FACTORY RESET
    SOFT RESET WORKS FOR A BIT THEN STOPS OR WHEN TURN OFF CANT GET IT ON
    NOW CANT GET IT ON AT ALL
    MO GPS
    WAITING FOR GPS
  • paulsimmons29

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    Master Traveler
    Replies: 3

    2 April 2012, 11:44

    Device: SA1071K03375 (0) (8.7)

    APP: 11.035.890538.74 (0) (3010, 21/3/2012, OS 824205

    GPS 2.16.201 88313 , Boot 569469

    Map: `Europe` v885.4007, Release Date: 1/2012

    Language:English UK

     

    Since the install of the new application and maps the Tomtom connects to GPS after a soft reset  then when power is turned off the GPS signal is lost until another soft reset, My TomTom only lasts for 10-20seconds after the power is lost even though the battery says 75% and the option to turn off when external power is lost is not selected. 

    I am slowly loosing confidence in TomTom, which is a shame as I have always raved about the equipment since having a Go 510, Go 720, then this one Go Live 1005, seems very buggy and doesn't always work as expected.

     

    Sort it out Tomtom as I do believe that many of your customers feel exactly the same as me!

  • paulsimmons29

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    Master Traveler
    Replies: 3

    2 April 2012, 11:57

     
    fishy0208 wrote:
    Could I ask, how have you inputed the device information? please advice.
    Thank you.

    Turn Tomtom on and goto Settings, then select Me and my Device,then About My Device, you should get all the ifo you need.
  • fishy0208

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    Master Explorer
    Replies: 5

    2 April 2012, 11:59

    Thank you every so much, and thank you for your time.
  • RobsH

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    Neophyte Traveler
    Replies: 3

    2 April 2012, 12:00

    Hi Ditte,

     

    Can you please update your info page - and be honest?:

    http://uk.support.tomtom.com/app/answers/detail/a_id/386/?locale=en_GB

     

    With "limited number of devices", do you mean models, or indeed devices?

    I lost the GPS signal on Sat, 31st March on my Live 1000 as well, WITHOUT having applied any updates (at least not knowingly - do they get pushed down automatically?) and not using the device any differently as before.

     

    A soft reset solves the issue until you turn the device off - and then the same procedure starts again, and again, etc.

    Reading this forum, all of the new devices are affected, aren't they?

     

    It would be nice to be honest to us and not "spin" the info you have to make is the issue sound smaller than it is!

    You just make people anxious that something is wrong with their devices, what in fact it is a software issue, isn't it?

    Why are the satellites being picked up after a reset, but not if I turn on the device normally out of a sudden?

     

    Would be nice to be treated as knowledgeable adults. Again, I would appreciate if you would be honest and tell us what is going on.

     

    Thanks

  • Kenneth

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    Retired Employee
    Replies: 222

    2 April 2012, 12:08

    Hi RobsH,


     


    At the moment we don't have any further information about this issue, or any confirmed details that we can share.  Our technical teams are working on it  - we will be open and honest, and will let you know the moment we get more information.


     


    Kenneth

  • CrazyFrog

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    Outstanding Wayfarer
    Replies: 32

    2 April 2012, 12:09

    Ditte,

     

    Due to some issues with 9.4 and the new 9.43 I'm still on 9.061.

    With my 750 GO Live I have no problem at all with connecting to Live services.  It appears  that the problem coincides with the recent release of the updates to change safety cameras to the new danger zones. 

     

    Were the updates fully field tested? 

  • design

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    Apprentice Traveler
    Replies: 1

    2 April 2012, 12:11

    I have a Start 20 one month old shall I take it back to Halfords today for replacement I have waiting for a valid GPS signal for 3 days now.

     

    Regards

     

    Desperate .................

  • Penfound

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    Outstanding Explorer
    Replies: 11

    2 April 2012, 12:21

    I used my Live 1005 on 31st MArch to go to Gatwick airport and it was working fine. First thing Sunday 1st April it was stuck on the location I had ended up in the previous day. So I suspect it actually at midnight on the 1st April. and it is still looking for a valid GPS signal.

     

    I got two of these devices and they have both failed at the same time - some coincidence:)

     

    I've done all the soft reset and factory reset and application updating.

    Serial No SA5370h02261

    Map Europ v860.3104

    App: 10.040.584798.31

     

    Cheers

    Penfound

  • parfz61

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    Neophyte Traveler
    Replies: 3

    2 April 2012, 12:24

    APRIL FOOLS !!!!:robotmad:

  • Penfound

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    Outstanding Explorer
    Replies: 11

    2 April 2012, 12:28

    Feels like it:)
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