Help with a GO 52

Discussion in 'Technical Support' started by Roger L, Jan 20, 2019.

  1. Roger L

    Roger L

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    Location:
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    TomTom Model(s):
    GO 2505M, Go 520
    I really need some help and information here as I'm about to give up on this thing. As I stated in my two previous threads, yesterday I bought a GO 52 from Best Buy. It apparently really is a VIA 53. According to the box and the documentation this unit is supposed to come with lifetime maps and lifetime traffic service through a connected cell phone to TomTom Services. When I check on the installed apps in the device, it says that my Traffic Service expires on 2/1/19, and directs me to the TomTom website to renew. When I go to the website and check the devices in my account, for the VIA 35, it shows under TomTom Traffic, TEMP 2WK, then under TomTom GO Connected services it also states TEMP 2WK. If I do go to the page to renew the traffic service it has a disclaimer that it does not apply to either the GO 52 or the VIA 53. (They are not mentioned in the list of supported devices.) So what's up? I'm supposed to have lifetime traffic yet the device states otherwise and when I go to the website to renew, the site says the update is not for my device. I'm about to throw in the towel and return this thing. I can't believe how inconsistent TomTom is in their documentation and support of their devices. I hope someone on here can help me with this. I dread calling TomTom as I'm familiar with their support or lack of support, whichever is more appropriate.
     
    Roger L, Jan 20, 2019
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  2. Roger L

    canderson Moderator

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    TomTom Model(s):
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    I understand the confusion. Here's a set of recommendations to set everything up.

    There are three different MyDrive pieces involved
    a) The application for your PC that you can (but do not have to) use to update your 52
    b) The web interface that allows you to move data to your 52 (POI files, favorites, routes, etc)
    c) The phone app that shuttles traffic data from the TT server to your 52.

    Do not re-use the email/password pair that you used for your 2505, if any. This may keep things simpler down the road.

    1) Download and set up the MyDrive Connect application on your PC >> https://www.tomtom.com/en_us/mydrive-connect/
    If you don't have a good WiFi connection, a cabled connection with MyDrive running will get you updates on a hardwired connection because the app can act as a hardwire intermediary for that purpose, though there's nothing on the MyDrive screen that would suggest that.
    2) Set up an account on MyDrive web using the same information. You may well find that useful later for other things as well >> https://mydrive.tomtom.com/en_us/
    3) Set up the MyDrive app on your phone (download as needed from Google Play or Apple), Use the same account information. >> https://play.google.com/store/apps/details?id=com.tomtom.mydrive.eu&hl=en_US or the Apple site
    4) Pair your phone and 52 per the instructions in the MyDrive app on your phone when you fire the app up.
     
    Last edited: Jan 20, 2019
    canderson, Jan 20, 2019
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  3. Roger L

    Roger L

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    Location:
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    TomTom Model(s):
    GO 2505M, Go 520
    Thanks for the quick reply. I have MyDrive installed on my computer and my phone. Creating a new account for this might be a good idea, TomTom is probably associating the two machines somehow on the same account. I can follow most of what you described but I have a question about item b above. What is the web interface that you mentioned? When I connect it to MyDrive on my computer I can't do anything to the unit. I don't see any options on either the phone or in the TomTom device menu. I'm still just thinking I'll return it as I found a GO 500 on ebay for half the price. Thanks again, I look forward to hearing from you again about the web interface.
     
    Roger L, Jan 21, 2019
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  4. Roger L

    Roger L

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    Location:
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    TomTom Model(s):
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    Thought I'd give it another chance. I reset it and set it up again and created a new account. Then I paired my phone. In the MyDrive app it shows my phone as "generic not paired," but in the TomTom it showed the correct connection to my Galaxy. In the MyDrive app, the Traffic service and the maps still expire on 2/1/19 and it said that my device was not compatible with smartphone messages and hands free. This information in the MyDrive app directly contradicts the documentation that came with the unit. On the TomTom in the Bluetooth tab, when I tap on my phone under the "paired phones," item, and look at the "Data for Traffic & Other Services" it says "unable to connect," even though the slider is turned on and when I checked the TomTom the menu items, it showed traffic as being enabled. The TomTom also shows that it's connected for hands free calling and smartphone messages. I upaired the TomTom in my phone and deleted and repaired it to the TomTom three times with the same result. There are so many conflicting messages coming from the TomTom and the app, I don't what to believe. Is there more than one version of MyDrive for portable devices? My app name is just MyDrive but everyone keeps referring to an app named MyDrive Connect. I may try calling tech support tomorrow to see what they say but I'm planning on returning it anyway.
     
    Roger L, Jan 21, 2019
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  5. Roger L

    canderson Moderator

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    The MyDrive app on your PC isn't designed to do anything with your particular unit since it normally expects to be updated by WiFi, but as I say, if it's cable connected with the MyDrive app running on your PC, the cable can also be used for updates.
    The MyDrive web page is an ENTIRELY different animal. Some of us ASKED TomTom not to use the MyDrive name for every doggone piece of this, but ...
    I supplied the url for the web page, and again, it can be used for moving custom content on/off your device including custom POI files and routes and favorites.

    On to the next message...
     
    canderson, Jan 21, 2019
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  6. Roger L

    canderson Moderator

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    Location:
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    TomTom Model(s):
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    Yeah, I'd definitely call support. Once the end-to-end connection is made, it should be evident to the phone app that your device should be getting iifetime traffic. Tech support may have to manually tweak this setup.
     
    canderson, Jan 21, 2019
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