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Question: XL IQ Route - problem with map


Daveb2814 Author

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Master Explorer
Replies: 4

13 February 2012, 14:28

Hi

 

I was updating my Tom Tom XL while connected to the computer and opening an account.  I then used the Route Planning feature by moving across to New Zealand then disconnected my Tom Tom.  However I the had some error screens appearing.

 

screen with the words -

Problem with map you cannot use this map on this device: Australia-386. 

 

I selected th OK option (only one) and a new screen appears with Select a Map at the top and Australia listed as the only map showing.  I tap the Australia option and a new screen appears with Switching to Australia at the top in ble for a few seconds then it reverts to the previous screen - You cannt use this map on this device etc

 

If I look at my Manage my Tom Tom screen it shows I have Australia loaded.

 

I have switched off the Tom Tom and restarted it but the same fault appears.

 

How can I get it to work normally

 

Thanks

 

Dave

  • Bogi

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    Revered Pioneer
    Replies: 794

    13 February 2012, 14:33

    I assume that you have an issue with your license file. Check whether there is a dct.file in your map folder with the same name as the map has, something like Australia.dct. If not, take a look on your computer, somewhere in a folder where the map has been downloaded the file may be. If so, copy it in the map folder on your device.

     

    If you can not find this file, please call customer support and be prepared that they need a proof of purchase, Then they should be able to help you.

  • Daveb2814 Author

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    Master Explorer
    Replies: 4

    13 February 2012, 14:46

    I cannot find a map folder either on the Tom Tom or on my computer where I did a back u on first connecting to my computer as suggested by the menu.. I will try to back load the Tom Tom from the computer and see if anything new happens. Any other suggestions as to where these maps are stored on either the Tom Tom or computer (there 3 Tom Tom folders now in my Programs area (XP operating system)
  • Bogi

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    Revered Pioneer
    Replies: 794

    13 February 2012, 15:23

    The map folder has a name like "Australia" or similar, not exactly "map".

     

  • Daveb2814 Author

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    Master Explorer
    Replies: 4

    13 February 2012, 21:50

    Hi Boji,

     

    Ok I have found the folder and there is an Australia DCT file on my Tom Tom about 1 KB in size.  I also had a look at the HELP file in the Tom Tom looking through the computer and I have found that under there are many lists of loaded items and system information.  The last list is about bif options

     

    ttgo.bif file contents there are lots of information relating to the tt set up but there is no map listed against the current map.  It shows as

     

    CurrentMap=

     

    So I think that is the problem.  The TT system does not know which map to use.  Again the Australia map is listed in the system OK at 139.7 Mb.

     

    Can I rreset this or do I have to go to Customer Support.

     

    Appreciate your help and time

     

    Dave

  • Bogi

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    Revered Pioneer
    Replies: 794

    14 February 2012, 08:31

    Copy the map folder to a folder on your pc, then delete it from the device. Start TomTom Home and go to add map. See whether the Australian map is offered and install it.

     

    If this is not possible or working, then call CS.

  • Daveb2814 Author

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    Master Explorer
    Replies: 4

    14 February 2012, 13:05

    Hi Bogi,

     

    I deleted the Australia folder from the device after copying it to a folder in my laptop. I started TT Home but have yet to add a map as I get error messages as per below

     

    I always get an error messag when my computer checks with TT Home.  The Error Report is copied below.  I am unsure if these errors are related to my map problem but it may be that the internet connection is a bit flakey.

     

    Anway I wil continue with your advise and see if I can reload the Australia Map.  I will report shortly about adding the Austrakia Map.

     

    ERROR: -3/#https://community.tomtom.com/shop/getNewestVersions: Error from server: Severe server error: return code header missing
    Severe server error: return code header missing
    Error code: -3
    URL: https://community.tomtom.com/shop/getNewestVersions
    Additional information: info = [object]
    info.func = [string] shop/getNewestVersions
    info.args = [object]
    info.args.price = [string] free
    info.args.includeMissing = [boolean] true
    info.args.deviceCode = [string] AKTGGBJM5A
    info.args.deviceModel = [string] xl2009_plus_2048_tts
    info.args.deviceCapabilities = [string] CarSymbol Caymann Documents Durham HomeBackup InternalFlash Itinerary Leeway LinkVolumeToSpeed MapOverlays MapShare MultipleMaps Newyork NotAutomotiveEmbedded PermanentMapCfg PlusEphemeris PlusFuelPrices PlusOrRDSTMCTraffic PlusSafetyCamerasDynamic PlusSafetyCamerasStatic RDSTMC RichPOI SDK SettingsOverride StartupImage SuspendImage TTS TTSCompressed TTSLoquendo700 Traffic USBAccessories VoiceBrowser WarningSounds screensize=480x272
    info.args.deviceParameters = [string] {"ApplicationVersion":"851694.2","ApplicationVersionVersionNumber":"9400","VehicleBrand":"","VehicleModel":""}
    info.args.deviceSerial = [string] RU7389B00628
    info.args.deviceNavcoreVersion = [string] 9.400
    info.args.deviceNavcoreBuild = [string] 851694.2
    info.args.publicBeta = [boolean] false

    info.method = [string] POST
    info.useCache = [string] true
    info.dryRun = [string] false
    info.xmluploadbody = [xml]
     
        http://num1.id.tomtom.com/13128?version=9.400"/>
        http://str1.id.tomtom.com/voice/Burt%20Reynolds%20Copyright%202007%20Wanderlust%20Media%2C%20LLC%20v1.2?version=1.2"/>
        http://str1.id.tomtom.com/voice/Kim%20Cattrall%20v1.1%20Copyright%202008%20Wanderlust%20Media%2C%20LLC?version=1.1"/>
        http://str1.id.tomtom.com/voice/English(US)%20-%20Mandy?version=4"/>
        http://str1.id.tomtom.com/voice/English(US)%20-%20Richard?version=4"/>
        http://str1.id.tomtom.com/voice/Snoop_0.6a_UK?version=0.6"/>
        http://str1.id.tomtom.com/voice/EnglishUK%20-%20Homer0.9?version=0.9"/>
        http://str1.id.tomtom.com/voice/English(UK)%20-%20Jane?version=4"/>
        http://str1.id.tomtom.com/voice/UK%20English%20-%20Mr.%20Burns?version=1"/>
        http://str1.id.tomtom.com/voice/English(UK)%20-%20Tim?version=4"/>
        http://str1.id.tomtom.com/voice/Fran%C3%A7ais%20-%20Catherine?version=4"/>
        http://str1.id.tomtom.com/voice/Fran%C3%A7ais%20-%20Jacques?version=4"/>
        http://str1.id.tomtom.com/voice/Deutsch%20-%20Lisa?version=1"/>
        http://str1.id.tomtom.com/voice/Espa%C3%B1ol%20-%20Antonio?version=4"/>
        http://str1.id.tomtom.com/voice/Espa%C3%B1ol%20-%20Marta?version=4"/>
        http://str1.id.tomtom.com/carsymbol/-default?version=1"/>
        http://str1.id.tomtom.com/carsymbol/BlueCar?version=1"/>
        http://str1.id.tomtom.com/carsymbol/ClassCar?version=1"/>
        http://str1.id.tomtom.com/carsymbol/FamilyCar?version=1"/>
        http://str1.id.tomtom.com/carsymbol/FinnedCar?version=1"/>
        http://str1.id.tomtom.com/carsymbol/GreyCar?version=1"/>
        http://str1.id.tomtom.com/carsymbol/Oldtimer?version=1"/>
        http://str1.id.tomtom.com/carsymbol/RaceCar?version=1"/>
        http://str1.id.tomtom.com/carsymbol/RedCar?version=1"/>
        http://str1.id.tomtom.com/carsymbol/SportsCabrio?version=1"/>
        http://str1.id.tomtom.com/carsymbol/SportsCar?version=1"/>
        http://str1.id.tomtom.com/carsymbol/SUV?version=1"/>
        http://str1.id.tomtom.com/carsymbol/YellowCar?version=1"/>
        http://str1.id.tomtom.com/startupscreen/splash?version=1"/>
        http://str1.id.tomtom.com/startupscreen/splashw?version=1"/>
        http://str1.id.tomtom.com/suspendscreen/antitheft?version=1"/>
        http://str1.id.tomtom.com/suspendscreen/antitheftw?version=1"/>
        http://str1.id.tomtom.com/shutdownsound/suspend?version=1"/>
        http://str1.id.tomtom.com/loquendovoice/English%20(US)%20-%20Susan?version=700"/>
        http://str1.id.tomtom.com/loquendovoice/English%20(UK)%20-%20Kate?version=700"/>
     



    Severity: 1103
    Stack:
    0. chrome://tthome/content/logic/comm.js:468
                                                    xmluploadbody: this.xmluploadbody
    1. chrome://tthome/content/logic/comm.js:430
                this._doneCallbacks();
    2. chrome://tthome/content/logic/comm.js:277
                this.request.onload = function() { me._done(true); }

    Time: Tue, 14 Feb 2012 11:57:21 GMT

  • Bogi

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    Revered Pioneer
    Replies: 794

    14 February 2012, 13:26

    Yes, try that, the only thing I can read from the error message is your passion for the Simpsons...:smileywink:

  • Daveb2814 Author

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    Master Explorer
    Replies: 4

    14 February 2012, 14:02

    Unfortunately it still will not work.  I have copied the Australia folder back to the device and it is there in the system but the HELP system data still shows no map in the CURRENT MAP area.  I could not get the system to load a map.  One option is to buy a 12 month upgrade plan but before I do that I need to speak with CS

     

    I have copied it below so you can see what I mean.

     

    How do I contact Customer Support - I cannot find a number or email address.  I am in Brisbane Australia

     

    Cheers

     

    Dave

     

     

     

     

     

    Profile folder = C:Documents and SettingsPattie BowdenApplication DataTomTomHOMEProfilesfzsgynnt.default
    Installation folder = C:Program FilesTomTom HOME 2
    Plugins folder = C:Program FilesTomTom HOME 2xulplugins
    Data folder = C:Documents and SettingsPattie BowdenMy DocumentsTomTomHOME
    Version = 2.8.3.2499
    Language = en-US
    User name = dandpbowden@gmail.com
    Login status = User is logged in
    Server = https://home.tomtom.com/redir/
    Connection settings = Direct connection to the Internet (default)
    Installed add-ons = Map status indicator 1.7.1, TomTom HOME default theme 1.0.2, Emulator 9.400.851694.1
    Name = TomTom XLS IQ Routes Edition
    Device Code = AKTGGBJM5A
    Serial number = RU7389B00628
    Capabilities = CarSymbol Caymann Documents Durham HomeBackup InternalFlash Itinerary Leeway LinkVolumeToSpeed MapOverlays MapShare MultipleMaps Newyork NotAutomotiveEmbedded PermanentMapCfg PlusEphemeris PlusFuelPrices PlusOrRDSTMCTraffic PlusSafetyCamerasDynamic PlusSafetyCamerasStatic RDSTMC RichPOI SDK SettingsOverride StartupImage SuspendImage TTS TTSCompressed TTSLoquendo700 Traffic USBAccessories VoiceBrowser WarningSounds screensize=480x272
    Storage devices = Internal Memory (E:) - Active
    Installed Items = program/Navigator 9.400, startupscreen/splash 1, startupscreen/splashw 1, suspendscreen/antitheft 1, suspendscreen/antitheftw 1, shutdownsound/suspend 1, carsymbol/-default 1, carsymbol/BlueCar 1, carsymbol/ClassCar 1, carsymbol/FamilyCar 1, carsymbol/FinnedCar 1, carsymbol/GreyCar 1, carsymbol/Oldtimer 1, carsymbol/RaceCar 1, carsymbol/RedCar 1, carsymbol/SportsCabrio 1, carsymbol/SportsCar 1, carsymbol/SUV 1, carsymbol/YellowCar 1, loquendovoice/English (UK) - Kate 700, loquendovoice/English (US) - Susan 700, voice/Deutsch - Lisa 1, voice/English(UK) - Tim 4, voice/English(UK) - Jane 4, voice/English(US) - Richard 4, voice/Español - Marta 4, voice/Kim Cattrall v1.1 Copyright 2008 Wanderlust Media, LLC 1.1, voice/Français - Jacques 4, voice/EnglishUK - Homer0.9 0.9, voice/UK English - Mr. Burns 1, voice/Snoop_0.6a_UK 0.6, voice/Français - Catherine 4, voice/English(US) - Mandy 4, voice/Español - Antonio 4, voice/Burt Reynolds Copyright 2007 Wanderlust Media, LLC v1.2 1.2, map/Australia 875.3613, poi/7-Eleven-AU 0, poi/Accomadation 0, poi/Airfield-Au 0, poi/ALDI_au 0, poi/Aldi_Melbourne 0, poi/Aldi_Stores_Australia 0, poi/Ampol_Service_Station 0, poi/Anaconda 0, poi/Bait_Tackle 0, poi/BigW 0, poi/Boat_Ramp 0, poi/BP_Fuel 0, poi/Bunningswarehouse 0, poi/Bunnings_Warehouse 0, poi/Caltex 0, poi/Camps_Australia_Wide 0, poi/CBA_ATM_AU 0, poi/CBA_ATM_s 0, poi/Coles 0, poi/David_Jones 0, poi/dick_smith_electronics 0, poi/Dominos_au 0, poi/Dump_Points_All_Oz 0, poi/Fishing 0, poi/Harvey_Norman 0, poi/Harvey_Norman_Stores 0, poi/Haunted-Locations 0, poi/Hook_Turns 0, poi/Hungry_Jacks 0, poi/IGA_Store-AU 0, poi/IKEA_au 0, poi/Jaycar_Electronics-au 0, poi/Kmart_au 0, poi/LPG_Autogas-au 0, poi/Medical_Centrr 0, poi/Mitre10 0, poi/Mobil_au 0, poi/National_Park_AU 0, poi/Pharmacy_AU 0, poi/Pizza_hut_au 0, poi/Postcodes 0, poi/Postcodes_Aust 0, poi/Public_Toilets_-_Vic_Australia 0, poi/RedLight Cameras 0, poi/Rest_area-AU 0, poi/Rest_Area_s 0, safetycamera/Safety_Cam_AU_TomTom 13181, poi/School_Zones 0, poi/School_Zone_Warning 1, poi/Shell_Fuel 0, poi/Speed Cameras 0, poi/Supercheap_Auto 0, poi/Target_Stores_au 0, poi/Target_Stores_Aust 0, poi/Tourist_locations_au 0, poi/Tourist_Locations_Aust 0, poi/Uhf_Rptrs_V1 0, poi/Westfields 0, poi/Woolworths 0, poi/Woolworths_Petrol 0, poi/Woolworths_Stores 0
    Error incident IDs = 91531512, 91540825, 91546415
    * Computer info:

            Operating system: Windows XP (build 2600, Service Pack 3)
            Free memory: 357294080 bytes
            User home directory: "C:Documents and SettingsPattie BowdenMy Documents""
            Home volume space: 22565 / 72181 MB
            Temporary directory: "C:DOCUME~1PATTIE~1LOCALS~1Temp""
            Temp volume space: 22565 / 72181 MB
            Install directory: "C:Program FilesTomTom HOME 2xulrunner""
            Install volume space: 22565 / 72181 MB
            External volume devices: E: [internal] 1643 / 1958 MB
            OS login name: "USER ID"
            Host name: "Pattie"
            Date and time: 2012-02-14 22:59:03

    * HOME info:

            DLL Version: 2.8.3.2499
            MapShare DLL Version: 2.8.3.2499
            Language: en-US

    * Connected device: "TomTom XL IQ Routes Edition"

            ID: "AKTGG BJM5A"
            Type: "xl2009_plus_2048_tts"
            Serial: "RU7389B00628"

            MapShare information:
                Patch format version: 2.4
                Map patch downloads: true
                POI patch downloads: false
                Feedback email address:
                Patches to upload: 0
                POI Subscriptions:

            ttgo.bif file contents:
                [TomTomGo]
                DeviceName=TomTom XL IQ Routes Edition
                DeviceVersionHW=XL IQ Routes Edition
                DeviceSerialNumber=RU7389B00628
                DeviceUniqueID=AKTGG BJM5A
                RamDiskVersion=20120201
                BootLoaderVersion=55136
                LinuxVersion=802398
                ApplicationVersionVersionNumber=9400
                ApplicationVersion=851694.2
                UserLanguage=English UK
                UserName=dandpbowden@gmail.com
                LastConnectionTime=Never
                GPSFirmwareVersion=2.16.201 77382
                BuiltInColorScheme0=Belgica
                BuiltInColorScheme1=Brittanica
                BuiltInColorScheme2=America
                BuiltInColorScheme3=Germanica
                BuiltInColorScheme4=Australia
                BuiltInColorScheme5=Deuteranopia
                BuiltInColorScheme6=Greys
                BuiltInColorScheme7=Antarctica
                BuiltInColorScheme8=Africa
                BuiltInColorScheme9=Astra
                BuiltInColorScheme10=Asia
                BuiltInColorScheme11=Brasilia
                BuiltInColorScheme12=Concordia
                BuiltInColorScheme13=NewAnglia
                CurrentColorSchemeBuiltIn=11
                CurrentVoiceInfo=Kate
                CurrentMap=
                CurrentMapVersion=0.0
                Traffic=N
                CurrentFuelpricesType=
                CurrentFuelpricesTypeString=
                CurrentFuelpricesLastFullUpdate=
                ValueRatio=AuOI0Lpiu3yp4WytnQ==
                Features=PlusOrRDSTMCTraffic,PlusEphemeris,PlusSafetyCamerasDynamic,PlusSafetyCamerasStatic,PlusFuelPrices,HomeBackup,TTS,TTSCompressed,TTSLoquendo700,VoiceBrowser,LinkVolumeToSpeed,MapShare,Newyork,Itinerary,Caymann,Durham,Leeway,CarSymbol,RichPOI,PermanentMapCfg,RDSTMC,InternalFlash,SettingsOverride,SDK,USBAccessories,MultipleMaps,Traffic,MapOverlays,Documents,WarningSounds
                UnsupportedFeatures=PlusDownloadDynamic,PlusDownloadGeneral,PlusDownloadMap,PlusDownloadPOI,PlusDownloadScheme,PlusDownloadUpgrade,PlusDownloadVoice,PlusDownloadRingTone,PlusMessageNotification,PlusForceMessageNotification,PlusPushChannel,PlusTraffic,PlusWeather,PlusBuddies,PlusRoadConditions,PlusFuelPriceTimestamp,HDTraffic,Hercules,HerculesTraffic,Oxford,TrackMe,PlusTripReporting,OnDevicePayments,HidRemote,GPRSEngine,VoiceRecording,ASR,ASRCnC,TTSUncompressed,TTSNuance51,MP3,IPOD,MusicPlayer,PhotoViewer,PhotoJPGViewer,PhotoBMPViewer,Games,LinkVolumeToNoise,ZeroVolumeSupported,CaymannAlwaysOn,MAC,DepartureAdvisor,RouteInfoBackToSummary,VehicleProfile,MapShareVehicleProfile,Handsfree,PhoneFeatures,3DCarModels,TextureRendering,ExtraSounds,UserSkin,FrequentDestinations,InternalModem,Prague,Bluetooth,HardDisk,SDSlot,Microphone,ExternalModem,SMSSupported,Keyboard,SupportKeyControl,SupportGetAMap,Work,WorkEnabled,WorkPromotion,WorkTuria,WorkMurcia,WorkBremen,WorkUsePlus,WorkStartUpPromotion,LiveServices,SimpleMapBrowserButtonBar,HTTPActivation,AltDefaultCarSymbol,ArrivalSounds
                SupportedPatchTypes=3F
                NrSupportedErrorTypes=138
                UserPatchDatVersion=102
                CompressedPatchVersion=200
                MapServerPatchDatVersion=105
                DeletedPoiDatVersion=200
                ServerLineIndexDatVersion=102
                ServerNameIndexDatVersion=102
                MapShareSupportedProviders=243
                CharacterSet=TTU
                VehicleBrand=
                VehicleModel=
                VehicleOptions=

            tthome.bif file contents:
                [TomTomHOME]
                UserName=dandpbowden@gmail.com
            IL #1: 'Internal Memory' 1643 free/1958 total MB Block Size 32768 Media Name 'InternalMemory' serial $b62f0302, Writable

  • Lupus1

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    Elite Voyager
    Replies: 3967

    14 February 2012, 14:05

    Hi Dave,

     

    to contact CS please follow the steps listed under the link posted below.

     

    How to contact customer support (hyperlink)

     

    If the page doesn't look like in the pictures of that guide you'll have the options to call them or to mail them directly on the support page.

     

     

    Regards

    Lars.

  • dhn
    dhn

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    Exalted Vanguard
    Replies: 14199
    Expert (Car navigation)

    Expert (Car navigation)

    14 February 2012, 14:16

    Oz Support: 1300 135 604

  • jona7007

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    Apprentice Traveler
    Replies: 1

    3 June 2012, 23:29

    Hi Im due to live in canada very shortly and I have family in Seattle so I decided to purchase Canada and America mapping yesturday, which clearly advertises that it includes Washington State mapping. Although, alas it seems that whoever wrote the software seems to have forgot seattle (located in Washington State) in its entirety as its not to be found anywhere in my devices drop down lists ALTHOUGH, it claims that Washington State was to be included.  I spent quite awhile choosing this download on the pretenses that I would get what I'm paying for.

     

    I have tried in vein to go direct by simply typing seattle then searched by post code and even by attempting to find the nearest town but no joy.  If I've made a mistake in choosing the correct mapping my question would be Why hasn't Tom Tom made it clearer? 

  • GYMflesh

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    Apprentice Traveler
    Replies: 2

    18 July 2012, 03:18

    Just called customer support. Apparently TomTom released an update 6 months ago (for the first time in 2 years) that scans your unit for pirated maps. If you were unlucky enough to have bought your tomtom online (like me) it most likely has a pirated map installed. The operator I spoke assured me that if I bought the new AUSTRALIAN map (for $99.00ish) it would restore my XL Route to working order.

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