Duplicate entries in Live services

psyskiesman · Last edited by psyskiesman on Wed Sep 08, 2010 3:37 pm; edited 1 time in total

I have had minor problems twice in the last week. Live services have gone down followed by a message saying my subscription has expired. I've checked my Live services listing and it shows 2 entries for HD traffic, one expired 4/1/2010 and the other 4/8/2011. It also lists Live services twice, one dated 4/8/2011 and the other 4/8/2010. I'm wondering if this is causing the problem, and if so, is there any way to delete the expired entries?

MrT · Posted: Wed Sep 08, 2010 3:30 pm Post subject:

I and several others had this problem. For me the result was Google would not work so TomTom support then added a free month to my unit (not my account) and I am running off the unit without a logon. When the month has passed (next week) I am supposed to logon to my account again and all will be fixed.

I suggest you contact TomTom support.
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psyskiesman · Posted: Wed Sep 08, 2010 4:13 pm Post subject:

I've logged this complaint with TomTom and will report back when I get their reply.

psyskiesman · Posted: Thu Sep 09, 2010 2:49 pm Post subject:

Had a reply from TomTom today suggesting the following.

Step 1 - Remove the Application

- Connect your navigation device to your computer.
- TomTom HOME starts.
- If HOME offers a new application, click Back.

- In HOME, click Manage My GO
- Select the Items on device tab and then select Applications.
- Click Remove Selected Items from the Device.
- Click on Manage My GO again.
- Select the Items on computer tab and then select Applications.
- Click Remove selected items.

Step 2 - Update the Application Once

- Select 'Update my GO
- Update and Install any software applications that are offered
- Click on "Device" in the top left of HOME and then Disconnect
- Disconnect your TomTom device from your computer

Is this likely to mess things up with that silly update that was losing Live Sevices for anyone unfortunate enough to accept the update?

MrT · Posted: Thu Sep 09, 2010 3:11 pm Post subject:

Your TomTom is seeing duplicate entries as that is the information being provided to it by the TomTom servers. I cannot see how reinstalling your application can change any information coming from the TomTom servers.
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Drivelux

PaulB2005 · Posted: Thu Sep 09, 2010 4:00 pm Post subject:

As MrT says the only way to sort this is to get TT to sort out the data at their end. However don't bank on them not messing it again later. I gave up trying to get mine sorted then one day it was all ok. Not entirely sure it's still that way now as I gave up caring by then.

Reinstalling the NavCore is the TT response when CS don't know the answer or didn't understand the question.

psyskiesman · Posted: Thu Sep 09, 2010 4:27 pm Post subject:

Thanks for these replies; sounds like I should just sit tight for now and see if it sorts itself.

zardoz · Lifetime Member Joined: Jan 03, 2006 Posts: 76

As this is still happening to peoples accounts after weeks of constant complaints to TomTom CS, I think the "sit back and wait" method is not going to work. I suggest that you tell them that you are fully aware that this is affecting multiple users and that you are monitoring these forums.

You have been given the standard "fob off" response and it will NOT fix the problem.

I have also been given the "free" extension to the device "demonstration" period while they sort out my real account.

See this thread http://www.pocketgpsworld.com/modules.php?name=Forums&file=viewtopic&t=84191 for more.

psyskiesman · Posted: Thu Sep 16, 2010 10:20 am Post subject:

After supplying TomTom with system information they have manged to delete some of the duplicate entries. They did say that was related to some problems they were having at their end. As for the error message "Subscription expired" I did have that again on Tuesday, but now I won't be using my TomTom until next week, so I don't know yet if the problem has been fixed.

MrT · Posted: Sun Sep 19, 2010 9:07 am Post subject:

My free month not on my account ran out this weekend and I logged in using my own account. It has been extended but my device now shows my expiry dates and the free expiry dates but oddly enough it does not say expired on the free dates but will expire on a date that has past.
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Drivelux

julianbarker · Lifetime Member Joined: Apr 12, 2005 Posts: 431

I had these symptoms, and as from two days ago I now get a message tellign me I need a subscription, no Live services work, and when I go to the live Services screen I get told subscription info cannot be downloaded from the database. My device is shown as connected. I presume there is not some sort of universal LIVE outage in the UK.

When I go to TT wwebsite to see the status of the query I originally raised with them whe nmy subscription started palying up, they said had been escalated to second line, I find it closed and I am told I can't update it and I should start again!

Do their customer service people work for Garmin or something?

julianbarker · Lifetime Member Joined: Apr 12, 2005 Posts: 431

I had these symptoms, and as from two days ago I now get a message tellign me I need a subscription, no Live services work, and when I go to the live Services screen I get told subscription info cannot be downloaded from the database. My device is shown as connected. I presume there is not some sort of universal LIVE outage in the UK.

When I go to TT wwebsite to see the status of the query I originally raised with them whe nmy subscription started palying up, they said had been escalated to second line, I find it closed and I am told I can't update it and I should start again!

Do their customer service people work for Garmin or something?

MrT · Posted: Mon Sep 20, 2010 6:45 pm Post subject:

I had a free month of Live Services with no logon but now I am back on my account I am getting the "Something went wrong" message when I try to Google search.

I don't think TomTom did anything with my account on the server when I was on the no logon account and it is now just back to its faulty state. It is not my unit as it worked on the no-logon account.
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Drivelux

zardoz · Lifetime Member Joined: Jan 03, 2006 Posts: 76

WTF are they playing at? I also am back to square one. Here is my latest complaint to them.

MrT · Posted: Mon Sep 20, 2010 9:15 pm Post subject:

Yes, I sent almost exactly the same. TomTom support were going to contact me at the end of the embedded service month but they did not.
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