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Solved: New update is broken!

Tags:
freeze, android app, splash screen, GO Mobile app,

vale09022014 Author

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16 February 2017, 20:38

With the last update tomtom go mobile not work!!
The app remain blocked on the splash screen!!!
Samsung J7

PS: i tried to remove all the cache..all the files, uninstalled and reinstalled it...nothing.. not work!!
Marked as answer: MikkoK on 17 February 2017, 09:25

Hi vale09022014,

This issue is addressed in the v1.15 release. We've released it now to 20 % of users and will continue the release as soon as we make sure there are no major issues with it. I'll announce it here as soon as it's available for everyone.

Cheers, Mikko

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  • MikkoKMikkoK Answer

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    17 February 2017, 09:25

    Hi vale09022014,

    This issue is addressed in the v1.15 release. We've released it now to 20 % of users and will continue the release as soon as we make sure there are no major issues with it. I'll announce it here as soon as it's available for everyone.

    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
  • vale09022014 Author

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    17 February 2017, 12:47

    now i can't use TomTom! for my job is a damage :-/
  • reznekgergo

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    17 February 2017, 13:47

    Hello MikkoK,
    I have been in touch with Customer Service with the same error (app cannot connect to TomTom. Check your phone's internet connection). Care reference: 2588 [Incident: 170207-xxxxxxx].
    After your post here I went to see Play Store and can see that only version 1.14.1 is available but latest updated on 15th February 2017, 2 days ago. Is this update include fix for the issue?
    Just for the record, I have tried all step a week ago (uninstall, log off, delete files, restart, log back, reinstall) but was no success. Should this new update work or shall I wait until I can see version 1.15?
    Many thanks!
    Gergo

    Mod edit: Please don't post personal information on a public forum.Thanks!

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  • MikkoKMikkoK

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    17 February 2017, 15:31

    Hi Gergo,

    Welcome to the Community!

    I believe the date is for last update of the page, not the app. V1.15 is not available for everyone yet. I'll announce it here as soon as it is so stay tuned :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
  • otas_pe

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    17 February 2017, 15:53

    MikkoK wrote:

    Hi vale09022014,

    This issue is addressed in the v1.15 release. We've released it now to 20 % of users and will continue the release as soon as we make sure there are no major issues with it. I'll announce it here as soon as it's available for everyone.

    Cheers, Mikko



    I have app out of order since 1.14 release, more than 2 months. It is nice that there is 1.15 for 20% of users but not for affected users as me.TomTom, anymore after my purchase will finishes. Very poor support, very slow development.
  • MikkoKMikkoK

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    17 February 2017, 16:37

    Hi otas_pe,

    I understand your frustration! Unfortunately, we're able to target the phased releases like that. But it shouldn't be long until the full release :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
  • EthoZ

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    17 February 2017, 17:36

    MikkoK wrote:

    We've released it now to 20 % of users and will continue the release as soon as we make sure there are no major issues with it.

    As I don't see any feedback I guess you selected the wrong 20 %.:D
  • JvdZ

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    17 February 2017, 19:00

    I have it running since yesterday without issues, but didn't have any with 1.14.x either. :)

    Jos
  • reznekgergo

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    19 February 2017, 16:16

    Thanks Mikko.
    Can you estimate the wait for the new release of version 1.15? Can it take weeks, months, maybe just few days?
    Thanks, Gergo
  • Zsolt

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    19 February 2017, 18:33

    Usually it takes a few days only between partial and full release, if there is no major issue to roll back the update. I suppose it is either in alphabetical or other order, or random X amount of users.
    Report map errors at: http://www.tomtom.com/mapshare/tools; Have a look at some TT official support videos here: tomtom.com/videosupport; Some old NAV2 PNDs (using TomTom HOME) are "End-of-life" devices with no support. For further information, see this: https://uk.support.tomtom.com/app/topic/name/end-of-life
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    19 February 2017, 18:38

    @vale09022014: Have you tried to restart your phone?
    Report map errors at: http://www.tomtom.com/mapshare/tools; Have a look at some TT official support videos here: tomtom.com/videosupport; Some old NAV2 PNDs (using TomTom HOME) are "End-of-life" devices with no support. For further information, see this: https://uk.support.tomtom.com/app/topic/name/end-of-life
  • JvdZ

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    19 February 2017, 19:05

    Zsolt wrote:

    I suppose it is either in alphabetical or other order, or random X amount of users.


    Don't think it is alphabetical as my lastname is pretty much towards the end of the alphabet.
    This is one of the first times I am in the initial group as I usually read about new releases here first before I get it presented.
    Maybe it is just the first 20% of users for which the "check for app updates" is ran by the playstore app?

    Jos
  • IanS100

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    21 February 2017, 12:22

    reznekgergo: Should this new update work or shall I wait until I can see version 1.15?

    At the current rate of development you may have to wait for version 6 to be released :)
  • reznekgergo

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    22 February 2017, 09:30

    Hi,
    This morning v1.15 is available for me. Question to all experts: shall we just download or would you suggest to delete cache, restart, etc before downloading?
    Thanks, Gergo
  • reznekgergo

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    22 February 2017, 09:33

    [At the current rate of development you may have to wait for version 6 to be released :)[/quote]

    I am using go mobile app for Android, new release of v1.15 is now available, should this work?
  • reznekgergo

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    22 February 2017, 10:23

    Hi,
    question to all experts: as v1.15 is now available for me, shall I proceed with installing the app, or would you recommend to carry out other procedures before installing e.g. clear cache, log off, restart, anything?
    Is v1.15 was developed to fix "cannot connect to Tomtom. Check your internet connection" and similar issues? Is it safe to install now?
    Many thanks.
    Gergo
  • Zsolt

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    22 February 2017, 10:29

    Works for me without a hitch. However can't say how your phone would behave.
    Report map errors at: http://www.tomtom.com/mapshare/tools; Have a look at some TT official support videos here: tomtom.com/videosupport; Some old NAV2 PNDs (using TomTom HOME) are "End-of-life" devices with no support. For further information, see this: https://uk.support.tomtom.com/app/topic/name/end-of-life
  • reznekgergo

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    22 February 2017, 10:52

    Zsolt wrote:

    Works for me without a hitch. However can't say how your phone would behave.



    Thanks Zsolt. Did you have the same error as me?
    Gergo
  • Zsolt

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    22 February 2017, 11:09

    Nope.
    Report map errors at: http://www.tomtom.com/mapshare/tools; Have a look at some TT official support videos here: tomtom.com/videosupport; Some old NAV2 PNDs (using TomTom HOME) are "End-of-life" devices with no support. For further information, see this: https://uk.support.tomtom.com/app/topic/name/end-of-life
  • reznekgergo

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    22 February 2017, 11:27

    Zsolt wrote:

    Nope.



    Can anyone confirm that fresh install of v1.15 works after having the error of "cannot connect to Tomtom. Check your internet connection" of previous version (1.14)?
    I had this error with fresh install of v1.14 even after trying all troubleshooting advised here.
  • MikkoKMikkoK

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    22 February 2017, 11:46

    Hi reznekgergo,

    I'd recommend you to just update the app in the normal way. Should you run into any problems, please post back here so that we can help you :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
  • Zsolt

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    22 February 2017, 11:50

    Usually rebooting the phone helps. Also what language do you use on the phone/app?
    Report map errors at: http://www.tomtom.com/mapshare/tools; Have a look at some TT official support videos here: tomtom.com/videosupport; Some old NAV2 PNDs (using TomTom HOME) are "End-of-life" devices with no support. For further information, see this: https://uk.support.tomtom.com/app/topic/name/end-of-life
  • reznekgergo

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    22 February 2017, 11:58

    Zsolt wrote:

    Usually rebooting the phone helps. Also what language do you use on the phone/app?



    Köszi Zsolt. I am using English. as the device's default setting anyway. Do you suggest to reboot the phone after installing the app from Play Store and before opening the app? Or before installing?
    Thanks, Gergo
  • Zsolt

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    22 February 2017, 12:27

    It should make no difference really. However when you start the app and experience the issue, definitely restart it. Also make sure that you use either Wi-Fi or mobile data, but not both.
    Report map errors at: http://www.tomtom.com/mapshare/tools; Have a look at some TT official support videos here: tomtom.com/videosupport; Some old NAV2 PNDs (using TomTom HOME) are "End-of-life" devices with no support. For further information, see this: https://uk.support.tomtom.com/app/topic/name/end-of-life
  • reznekgergo

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    22 February 2017, 13:22

    Hi,
    I can confirm that v1.15 has been installed successfully on my Xperia Z5 compact on Android 7.0.

    During installation a message appeared on screen that I have reached the maximum number of installs though. The message also said that I should upgrade or wait 30 days. Of course I have a year subscription so I logged in and the app seems to be working with all new feature like navigate to photo with geotag.

    However can anyone confirm what this warning mean? Can I install the app on another device and log in with my credentials? As Tomtom allows users using the same account on up to 10 devices, I expect this to be working but don't want to mess up. The app has been working though on my gf's phone even when I was experiencing the error.
    I probably tried to install the app more than 10 times in the last moth due to this error. Does it create a footprint of each installation thus this warning with the new install?
    Thanks.
    Gergo
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