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Posted: Tue May 15, 2007 6:42 pm Post subject: Can't install TTNav6 & Western Europe Map via TT HOME
Hi all.
Have had a similar nightmare to the OP on thread #55273
I have a MITAC MIO A201, currently running TTNav5 with UK Maps only.
I (stupidly) purchased the Western Europe Maps (incl TTNav6 upgrade) from tomtom.com and chose the "download" option via TomTom HOME. I entered what I thought was my device code (followed instructions on screen) but it appears that I was incorrect with what I entered, as TomTom HOME will not recognise my device and link it to my account.
If I unplug the device I can download the maps under my account entitlements, the problems start when I try to load them.
I've been going back and forth with TomTom Customer Support for a full month now and have covered the following suggestions from them:
On 17-Apr they suggested...
1- Make a backup of your TomTom device selecting the option " make backup" in TomTom Home.
2. Exit TomTom Home. Right Click on the Red hands on the bottom of the screen near the clock and select exit
3- Go to Start MyDocuments TomTom Home Downloads
4- Delete the contents of the Downloads folder
5 - Open TomTom Home again
6- Login to TomTom Home
7- Click on 'ctrl' + 'F8"
8- When asked if you want to search for updates select yes.
9 - The information from all of your plus services should come up and then you will be alllowed to install them to your TomTom device.
That didn't work as I can't do a backup of the PDA via TTH due to the device code link problem.
Between 17-Apr and 26-Apr the device code finally got changed to the one shown when I tried to change maps. I thought at this point that I now had the right code. Apparently I was wrong because when I connected the PDA and logged into TomTom HOME I was greeted with...
Your account is not linked with this device.
Do you want to login with a different account?"
We then had exchanges about the device code until 2-May (during which I gave them both options which I *thought* it was), when the support person suggested that the problem was actually because I had TTNav5 installed and this needed to be uninstalled because it was causing the problem.
On 3-May I complained and asked to speak to someone. They gave me a call centre number which was never answered, but just hung up after saying "we're busy". They then emailed me the software and told me to:
a) uninstall TTNav5 from the PDA
b) then download the attachment from the email and extract it. Paste all of the extracted files to your SD card. From your Pocket PC run the setup file that you have copied to the SD card.
On 4-May I then installed TTNav6 from the files sent, but then this wouldn't recognise any maps.
On 9-May they finally called me (Bank Holiday slowed things) and told me to "try downloading the file [map] without your PDA being connected and then paste the map to the root folder of your SD card." That didn't work, an error message appeared during the copying process.
To summarise.
i) If I log into TomTom HOME without my PDA attached to my PC, I can see my entitlements available.
ii) If I try to log into TomTom HOME with my PDA attached to my PC, it says the account is not linked with the device and I can't continue.
iii) If I try to copy the map files across to the PDA SD card via explorer, this fails during the copying process.
iv) If I try to copy the map files across to the PDA SD card via TomTom HOME, this fails during the unpacking process.
Any suggestions gratefully received. I'm at my wits-end with this and ready to just call VISA and reclaim my money back from TomTom.
Have you logged on to your account on the Tom Tom website and checked what device is selected as current?
I seem to remember that I had to change my device, as per your item ii), to get the new software and maps to upload correctly.
Mike
Hi Mike,
Yep, I did that. The key issue seems to be finding out what the "true" device code for my PDA is. The one which I "think" is the right code from TTNav5 is different to one the software tells me when I try to change a map. I've tried with both codes, and neither works.
I presume the device code is static and does not change?
If you go to your account on Tom Tom website, the PLUS services page tells you what the current device, software and device code you have registered. Without giving codes away, does the info represent your old or new installation?
Mike _________________ Mike
TT GO6000 (Europe); iPhone and iPad Pro with iOS TT GO & MyDrive + CamerAlert
Just had a look at the Tom Tom site, and on the PLUS services page you select 'My products' on the bottom of the right hand menu box down the side and you will be presented with the products you have registered including the product code, if you click the product you're interested in it gives you the device code and activation date.
Mike _________________ Mike
TT GO6000 (Europe); iPhone and iPad Pro with iOS TT GO & MyDrive + CamerAlert
Just had a look at the Tom Tom site, and on the PLUS services page you select 'My products' on the bottom of the right hand menu box down the side and you will be presented with the products you have registered including the product code, if you click the product you're interested in it gives you the device code and activation date.
Mike
Mike, you could just be "the man" my friend. Will plug in the product name and codes tomorrow when I'm back at home and see if it brings up the device code. Here's hoping...
Update to close out this thread and for the benefit of anyone else who has similar issues.
Firstly, Mike thanks for your assistance, it certainly helped to confirm my device code. Wierdly though it showed 2 different device codes for 2 different products. I have no idea how or why the device code would ever change, but there you go.
Secondly, the solution (I finally managed to talk to someone at TomTom who actually knows something about their software):
Apparently TomTom HOME v1.5 has a *feature* which *checks* the device code everytime it connects, and when it does so sometimes gets it wrong. In my case, this is what was causing part of the problem. Having uninstalled it from my PC and uninstalled TTNav5 from my PDA I was then instructed to manually install TTNav6 on my PDA (using files emailed to me) and then download and install TomTom HOME v1.3 to my PC (this can be obtained from http://www.tomtom.com/6656).
Now I was able to see my entitlements in TomTom HOME and commence the downloads to my PDA (it recognised it as being the correct device). However one final hurdle needed to be overcome, as although the software would unpack to the PDA without issue, when it was unpacking there was an error message about the .cab file and the install aborted.
The solution was to use an SD card reader, at which point everything installed just fine.
As I noted to TomTom, whilst I'm pleased the problem is now resolved, I find it frustrating and annoying that due to a glitch in their software I had to go out and purchase a card reader just to serve this purpose. Clearly the TomTom HOME Software hasn't been developed to work fully with all PDA's, and at no time during the purchase process was my PDA flagged as being incompatible (which it clearly is).
Additionally, I think it's pretty poor that it took their support team over one calendar month to get to this. When I complained yesterday I was told:
Quote:
To install Navigator 6, we always recommend to all of our customers that they use a card reader, as it eliminates any further potential problems with Activesync or other synchronization programs for PDA's.
The nature of SD card technology requires installation of software to be done using a card reader. Using a card reader to install software is faster and more stable.
If they'd told me to get a card reader from the off, or if this was stated on their website at the point of sale I'd have saved myself a wild-goose chase with their less than helpful support staff. Actually, they're missing a trick here - they should charge a few quid more and sell you a card reader with the software!
You probably have 2 device codes as the Nav5 will have 1 and Nav6 the other, i.e. you can still run Nav5 on the machine that the device code works for and the same for Nav6.
In my case that's the same machine unfortunately.
Mike _________________ Mike
TT GO6000 (Europe); iPhone and iPad Pro with iOS TT GO & MyDrive + CamerAlert
The whole device code issue is a joke. it isn't without problems but it would appear that tech support are briefed that incorrect code issues are dealt with scepticism and no amount of time will be given over to studying emails, no matter how in depth they are. I should know, see here:
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