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Rider 40/400 stopped working after recent software upgrade

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rider, update, stopped working, Rider 40/400,

thewombat Author

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6 March 2017, 04:17

My TT40/400 is 11 months old. Until recently it has worked very well. The problem started after the recent major software update was downloaded. When I turn it on after a few moments it goes blank then the start up screen (blue/gray map of the world) appears. The menu options freeze and don't allow me to navigate and I can't do anything but turn it off and back on and I may get a successful restart that displays the map and the menu options work again, but a short period it crashes again. I deleted and reinstalled the maps, as it appeared the maps were failing to load into the unit's memory, just in case corrupted map files were causing the problem. When this did not resolve the problem I reset the unit to factory settings but that has not worked either. Just meant I've lost all my favorite settings, routes and places. Strangely today the unit still recorded trip statistics, even though the screen was blank (no map). However, the headset and i-Phone connected OK and were and working. This makes me think the issue is a software problem, not a hardware problem. I need help. Can anyone advise me how to get my Tom Tom 40/400 working again?

132 comments

  • dhn

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    6 March 2017, 11:45

    Call support but it seems like a wonky device that (since under warranty) should be returned for repairs:

    Australia
    1300 135 604
    Monday-Friday:9:00 am to 5:30 pm AEST
  • thewombat Author

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    6 March 2017, 12:41

    Thanks for the advice dhn. I called Tom Tom support later today when I realized my efforts were not going to be successful. T T said they are aware of this problem. The latest software update has a bug which prevents the Rider 40/400 from accessing the maps. The upgrade works fine with all the other TT devices except the Rider 40/400. Their software team are working to resolve this and they will be issuing a new upgrade soon which should fix the problem. Meantime I should use paper maps to navigate! My assessment was not that far wrong. It is a software problem and it started with the upgrade released in early February.
  • MikkoKMikkoK

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    7 March 2017, 11:24

    Hi thewombat,

    Welcome to the Community!

    I've assigned the Oceania map on your account and you can install it with MyDrive Connect. Can you test if that works better, please?

    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
  • thewombat Author

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    7 March 2017, 12:59

    Mikko, Thanks for your quick response. I downloaded the Oceania map and my tom Tom Rider 40/400 now seems to be working fine. Because it is late night here I have not tested it riding the bike on the road. Noted the Australia map uninstalled from my device (presumably it was replaced by the Oceania map). I will not attempt to re install the Australia map unless you advise me to do this. The first attempt to download the new map failed (after about 10 minutes a screen came up advising the download had failed and I should try again. The second time it downloaded and installed without any problem (quite fast as I've had a new fiber optic cable internet connection installed a few months ago, which is three times faster than my previous ADSL2+ copper wire connection). So it seems the problem has been resolved, thank you. I will let you know if everything is now OK after I re set my routes (I lost them when I did a factory reset) and test the device on my motorbike, but the initial impression is that it will work fine.
  • MikkoKMikkoK

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    7 March 2017, 14:03

    Hi thewombat,

    Thanks for coming back!

    I'll certainly let you know when the issue with the Australia map is fixed :D And for the next time you need to do a factory reset: You can save and restore My Places with MyDrive.

    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
  • thewombat Author

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    8 March 2017, 00:09

    Hi Mikko,
    My TomTom Rider 40/400 now is loaded with the new Oceania map. All the functions I've tested so far, search new addresses, set up new routes, add to my routes/places, BT connections to the headset and i-Phone, including hands free calls, all work fine. However, it appears my device is not receiving live traffic information although the network status on the Tom Tom services screen displays 'activated' for traffic, speed camera updates and My Drive. This is peak hour in Sydney and normally a lot of slow moving traffic and traffic jams occur and would show up on my device, but today my device is not showing any? Is this because I'm using the Oceania map instead of the Australia map, or is there something else I need to do to get this service running again. It is not critical for navigation, but it can be useful at times. A few months ago it got me around a major road closure (due to an accident) and saved me a potential of several hours delay on the M1 motorway by taking me around some very small back roads I would never have found without my TT GPS navigator. I smiled as I observed other cars taking exactly the same unmarked route in front of me and wondered if their confidence in taking these small back roads might be because they too were using a TT GPS navigator. They could not all be local people who knew these detours :D
  • robhag

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    8 March 2017, 01:49

    Hello Wombat,
    Noticed your post. I too had a paperweight Rider 400 for a couple of weeks. Just loaded the Oceania map set, but I had to manually remove the Aussie and NZ maps from my device. So far it seems to work, and my connections are there also. The Traffic is working on my unit, but I am in Melbourne. When I pan out to Sydney there are no traffic updates what so ever outside Victoria. I find that a little strange.
    Might be some other problem.
  • thewombat Author

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    8 March 2017, 02:35

    Hi robhag. Thanks for your comments. I can see traffic updates on My Drive (on my PC) but not on the Rider 400. I did try Melbourne (set up a local ride there) during peak hour so I'm sure there would be some slow moving traffic, but no traffic information either. I still have the NZ map loaded on my device. Since the Oceania map covers both AUS and NZ perhaps I think I should remove it from my device. I'll try, but somehow I don't think that is going to fix the issue. TT's latest map or the firmware upgrade released in February had some bugs which are still causing problems. But at least the device now is working. Sadly all this is taking up time I would prefer to be riding my bike.
  • Paul.R.F.

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    8 March 2017, 03:47

    Good to hear you have it working. I took my unit out for a test today and did a route and several small trips and had no problems. Not sure about the live traffic updates if that is working or not, how do you tell? I also removed all the other maps and have just the OCEANIA map loaded for the time being.

    Cheers, Paul
  • MikkoKMikkoK

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    8 March 2017, 09:04

    Hi thewombat,

    I also don't think your Traffic connection issue is related to the map. I'd first recommend you to reset your device by pressing and holding down the power button until you hear a drumming sound (ca 15 sec).

    Should that not help you sort this out, please factory reset your device by choosing Settings (cog wheel) - System - Reset - Reset. Please note, that this will delete your personal information, e.g. My Places and destination prediction data and trip statistics. You can save and restore My Places with MyDrive.

    Please, post back here to tell us how you're doing with this so that we can help you further, if needed.

    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
  • thewombat Author

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    9 March 2017, 02:33

    Hi Mikko,
    Soft reset and factory reset have not resolved the issue. The device works but does not provide live traffic information. Is it possible the Oceania map v9.85 is not designed to provide live traffic data?
    For your information I reinstalled the Australia v9.85 map and the Rider40/400 immediately froze and became unusable as before. So the software bug would appear to be in the v9.85 Australia map and not the firmware upgrade. I’m happy I can now use the navigation device again, but would like to have live traffic information as before, which can be quite useful at times. Any suggestions?
  • thewombat Author

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    9 March 2017, 03:09

    Hi Paul RF. Seems we have the same issue. My Rider 40/400 is working OK with the Oceania map, but if I reload the Australia v9.85 map it again freezes. However with the Oceania map I do not get live traffic information. How can you tell if live traffic works, plan a route to a notoriously slow traffic spot during peak hour and if the map on the screen does not show areas of slow traffic (the road color on the map changes to amber or red depending on the traffic conditions) you know you are not getting live traffic information. You must be connected through your mobile phone to the internet to receive live traffic information. Riding around Sydney my Rider 40/400 worked a treat as we have a lot of closed roads and other traffic issues. If you don't know how live works maybe your Rider 40/400 was never connected to the source of this information. It can be a really useful feature of the GPS navigator. TT are working on this matter and I'm confident it will be resolved soon. But I'm happy that now I can use my device. After paying over $600 for my device less than one year ago I was not happy when suddenly it started playing up big time.
  • Paul.R.F.

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    9 March 2017, 04:26

    Thanks for that info and glad it is going again.

    Paul
  • thewombat Author

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    13 March 2017, 04:07

    Everything is working properly now. Thanks to everyone for their comments and especially to Mikko for his help. I really like the new audio information on live traffic, a new feature that came with the latest firmware upgrade. Very useful in my opinion. I had a minor glitch today, when checking trip statistics before turning off the ignition on the bike the device stopped responding. When I switched off the ignition (turning off power to the device) the usual screen advising the device would go into sleep mode in x seconds started the count down and froze at 9 seconds. The device did not respond to turning power back on or off or to pressing the on/off button. However after about five minutes in that frozen state, the map home screen came on again and the device worked fine after that. Anyone else have that happen to their Rider 40/400? Not sure what it means.
  • jmdp67

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    13 March 2017, 05:25

    my TT 400 is doing the exact same thing after an upgrade in late Feb just before a 4000km mainland trip. It lasted 10 km into trip and had to use google maps on phone for rest of trip . Tried everything to reset but no luck and came across another motorbike rider in northern Nsw wiyh the exact same problem with his . My 400 is about 18 months old so no warranty !!!!
    Very Annoyed
  • jmdp67

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    13 March 2017, 05:31

    I too would like the oceana map to try as my 400 is doing the same thing .
  • Paul.R.F.

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    13 March 2017, 05:34

    MikkoK will assign one to your Mydrive account as soon as he reads your post or you could try contacting Customer Service and get them to do it. All the best.
  • thewombat Author

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    13 March 2017, 05:52

    The Australia map v9.85 seems to be the culprit in this instance. Tom Tom customer service provided the Oceania v9.85 map to replace it, which includes Australia and New Zealand in one single map, and you download the new map via a USB cable from the My Drive connect app in your PC. Using the Oceania map solved all my problems. I uninstalled the old Australia v9.85 map from my Rider40/400 as loading it onto the device's memory made the system crash. Very unfortunate the problem occurred just as you were starting a long trip. I always take paper maps with me on trips, just in case the electronic ones fail (I do this also when flying, as I am a pilot). However, it is preferable to lose GPS navigation on the road than in the air. In the air you can't stop to ask someone for directions.
  • MikkoKMikkoK

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    13 March 2017, 10:01

    Hi jmdp67,

    Welcome to the Community!

    I've assigned the Oceania map to your account and you can now install it with MyDrive Connect. I'll post back here as soon as I have news about this issue.

    @ thewombat: According to our logs there was a problem with the v980 Australia map installation which might have left corrupt data on your device. I’d recommend you to set your device to recovery mode [support FAQ - Red X]. Please note, that this will delete your personal information, e.g. My Places and destination prediction data. You can save and restore My Places with MyDrive. When your advised to connect your device, skip this step and reset your device instead by pressing and holding down the power button until you hear a drumming sound.

    The first part of the recovery mode process runs a file check on the device which is likely to solve your recent issue. By connecting to computer you can revert to the previous software version and update to the latest again but this is not needed in your situation.

    Please, post back here to tell us how you're doing with this so that we can help you further if needed. Also, please open a new topic about your recent issue as it's not related to the one discussed here.

    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
  • d.mcmillan7

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    18 March 2017, 07:26

    I have the same problem as the other people. It seems I need the Oceania map as well,with instructions to make my rider 400 useable. Otherwise I will require a refund
  • thewombat Author

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    18 March 2017, 07:46

    Hi d.mcmillan. My Rider 400 is working perfectly with the Oceania map. Tom Tom support services can provide you with the Oceania map. Download it to your Rider 400 and remove the Australia map and I believe your GPS device will work perfectly again. It is a simple fix.
  • radar2

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    18 March 2017, 14:53

    I too have a rider 400 that failed after the latest update, any help would be appreciated as I need for an upcoming ride. I have removed and replaced the australian map to no avail as it still keeps shutting down then re-starting.
  • thewombat Author

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    19 March 2017, 06:45

    @ radar 2 you probably need to load the Oceania map and delete the Australia map which seems to be causing the problem. Suggest you talk to Tom Tom Support Team. They will help you fix the problem. In my case it was easy once they sent me the Oceania map and I replaced the Australia map with the Oceania map then everything worked fine again. That simple. Good luck and enjoy your upcoming ride.
  • gas667

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    19 March 2017, 08:10

    I've only had the Rider 400 for 2 days and it's been 2 days of frustration, soft, and factory resets.
    It took 1 minute on Google to find the fix. Why isn't Tomtom pushing out the Oceanic map to all devices? It seems that this is pretty widespread.
    Anyway, I have logged a support email so I hope that I can use the device by next weekend without issue.
  • radar2

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    20 March 2017, 00:26

    Contacted customer support first thing monday morning and had the oceania map assigned to me. Rider appears to be running like it used to before the corrupted australian update. Thanks for the assist.
    Cheers
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