Can't open HOME - software security alert


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Mar 13, 2015
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<img src="/styles/default/custom/flags/gb.png" alt="United Kingdom" /> United Kingdom
TomTom Model(s)
GO 750 LIVE
I've been trying to open HOME to update the map on my GO 750 LIVE but I keep getting a warning message stating the following:-

SECURE CONNECTION FAILED
home.tomtom.com:443 uses an invalid security service
The certificate is not trusted
(error code: sec_error_untrusted_issuer)


It goes on to say there could be a problem with the servers configuration or it could be someone trying to impersonate the server.

I've tried closing and reopening HOME, disconnecting my device etc and closing and reopening the PC with the same results. I've got the same anti-virus programme and not had any problems before with HOME or any other programme. I've atached a snapsot of the message.

Any help/advice please?
 

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mvl

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GO 2535 LIVE, GO 1535 LIVE, GO 740 LIVE, Go 930
That error means that Tomtom Home detected that something is intercepting its secure connection. It could be certain versions of Kapersky and McAfee antivirus (which intercepts all secure traffic to test for viruses), or you may have the Lenovo superfish spyware or other viruses on your machine.

What virus scanner are you using? If McAfee or Kapersky, try disabling it while using Home. If another brand, make sure its up to date and scan your whole computer for viruses.
 
Joined
Mar 13, 2015
Messages
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Location
Essex
Country
<img src="/styles/default/custom/flags/gb.png" alt="United Kingdom" /> United Kingdom
TomTom Model(s)
GO 750 LIVE
Thanks for both of your suggestions. I downloaded Revo Uninstaller and I've now tried 3 times to completely remove all elements of HOME and reinstal it but I'm still getting the same message.

I'm using Kaspersky but have done so for over 1 year without any problems so I'll now try to scan for any viruses.
 
Joined
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Messages
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Location
Essex
Country
<img src="/styles/default/custom/flags/gb.png" alt="United Kingdom" /> United Kingdom
TomTom Model(s)
GO 750 LIVE
I've now done a complete scan which has found no problems, done a fresh install of HOME and am still getting the same result.

I haven't discovered how to disable Kaspersky so that's the only item left to try.
 
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Joined
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Country
<img src="/styles/default/custom/flags/gb.png" alt="United Kingdom" /> United Kingdom
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GO 750 LIVE
Thanks for the suggestions, I've still not found out how to disable Kaspersky to try the second one. For reference I am using a current version of Kaspersky Total Security and I can't follow the suggested route shown in another link, possibly because my version shows different headings etc. I also can't seem to open the Debug link and find the Menu and Certificate Manager so I can't follow that route either.

I've also got a ticket open with TomTom Support but so far I'm not happy with their suggestions. Their first didn't do anything at all and the latest involves doing a lot of things with my GO 750 device such as a soft reset and re-formatting the drive, and part also involves doing a manual back-up when I can't use HOME!

As far as I can see this problem has nothing to do with my actual device and is all about the validity of the certificate used in the computer link with TomTom HOME. I don't want to play around with my device unnecessarily as I've had many problems before which have taken a long time to resolve with TomTom "help". I've tried attaching a copy of their suggested solution but I can't find how to attach a Word document.
 

canderson

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Create a zip of it and post it that way.
 

canderson

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Argh -- none of what they recommended addresses your problem at all, and you'll do well to avoid the brain damage of following any of those instructions. Your assessment is correct -- the problem has nothing at all to do with your unit.

It might be worth going to the Kaspersky forum and advising that you have a situation where you need to deal with bogus security certificate but on a trusted site and see if they can help you work around this problem by a 'rules' exception for the url in question.
 
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Joined
Mar 13, 2015
Messages
15
Location
Essex
Country
<img src="/styles/default/custom/flags/gb.png" alt="United Kingdom" /> United Kingdom
TomTom Model(s)
GO 750 LIVE
The Kaspersky link does seem to be a similar problem but I can't follow all the terminology. In the meantime I've had a very quick and positive exchange with Kaspersky Support (much better than TomTom) and they have given me a few things to check and report back to them.

I've copied their response below for anyone interested, but I now have a new problem. I can't download a fresh copy of HOME. Before doing anything I completely removed HOME using Revo Uninstaller but when I opened the download from TomTom it appeared to work alright but opened an Installer which only gave the option to Modify, Repair, or Remove. I expected a simple Install. I've attached a copy.I went through the first 2 options which took a while but finished up with nothing, so I can't test Kaspersky's suggestions until I resolve this new problem.

Kaspersky suggested:-
1) Please exit Kaspersky and see whether the issue persists. To do that, simply right-click on the red & black Kaspersky icon in System Tray (on the bottom right corner of your screen) and select “Exit”.

If the issue persists despite exiting Kaspersky, please let us know. Otherwise, proceed to step #2.

2) Please pause Kaspersky protection and check whether the issue persists. To do that, simply right-click the red & black Kaspersky icon in System Tray (on the bottom right corner of your screen) and select “Pause Protection”. If the issue persists despite pausing Kaspersky, proceed to step #3. Otherwise, please let us know.

3) Please, try to diagnose which Kaspersky Protection component causes the issue:
* Open the main Kaspersky window and go to “Settings” –> "Protection Center" -> here you will find the list of protection components in order. Please turn off all protection components by clicking their switches to the left so that they become red. Switch the first component (File Anti-Virus) 'ON' by clicking the switch to the right.
* Check whether the issue persists.
* If it doesn’t, turn the second component on (Mail Anti-Virus), but leave the first one enabled.
* Keep turning components on one by one until the issue kicks in.

Please specify which component caused the issue.
 

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Joined
Mar 13, 2015
Messages
15
Location
Essex
Country
<img src="/styles/default/custom/flags/gb.png" alt="United Kingdom" /> United Kingdom
TomTom Model(s)
GO 750 LIVE
In case anyone is still interested I've now resolved the problem with the help of Kaspersky. They told me to replace my Total Security with a new copy and it's now fine. For reference their advice was as follows (although I didn't need to go to stage 2):-

"Please install the latest Kaspersky Total Security by following the instructions below:

1. Download Kaspersky Total Security: http://products.kaspersky-labs.com/english/homeuser/kts4/kts15.0.2.361en-gb.exe
2. Uninstall the older version via the Control Panel
3. After the download is complete please run the downloaded file.
4. Follow the setup wizard.
5. At the activation step type in your 20-character activation code.
6. Detailed description of the installation process is available here: http://support.kaspersky.com/11355

Your activation code is fully compatible with our latest version.

Should the issue persist, please try the following:

Please do the following in order to add a website to the trusted URLs:

1) In the Kaspersky main window go to "Settings => Protection => Web Anti-Virus => Advanced Settings => Configure trusted web pages
2) Click on "Add", enter the address of the website you wish to add and set the status to "Active"
3) Confirm by clicking on "Add"

Please then, perform these steps:

1) Please mark all networks, except for "Internet" as trusted in Kaspersky Firewall settings. To do so go to "Settings" - "Protection Center" - "Firewall" - "Networks" - select a network - Edit - mark it as Trusted Network.

2) Please allow Local Services in Kaspersky Packet Rules:

In the main Kaspersky Window go to "Settings" - "Protection Center" - "Firewall" - "Configure Packet Rules" - Select, Edit and Allow "Local Services TCP" and UDP.

Moreover, if you are using a software regarding TomTom, please create an exclusion. To create an Exclusion please go to Kaspersky Settings – Additional – Threats and Exclusions – Specify trusted applications – Add – browse a path to the executable and check all six boxes.

Please also navigate to the following path:
Main Kaspersky Window- Additional- Network- Advanced Settings- Install certificate

Please report back to us, as soon as possible, with the progress of your case. We will be waiting for your updated reply."


10 out of 10 for Kaspersky v. TomTom. They're very quick, efficient and don't give you totally illogical directions!
 
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canderson

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TomTom Model(s)
GO720, GO740TM Live, GO 1535 Live, Via 1535, Via 1605, GO 52, GO 600, GO 620, GO 630, TomTom Bridge
Much appreciated, Mike. It's been quite a while since we've seen Kaspersky try to get into the middle of a TomTom session with bad results. To be fair, Home senses what it believes to be a man-in-the-middle attack taking place. TomTom should have had a better response, but Home is showing it's a bit more secure in some ways than much other web interface software. It wasn't being fooled by the certificate that Kaspersky was presenting.
 

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