Live Services Unavailability ?

Discussion in 'Technical Support' started by Monty205, Nov 2, 2019.

  1. Monty205

    Monty205

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    TomTom Model(s):
    Go Live 1005 Camper and Go 730
    There are several threads, in this forum, relating to this problem, but non of the solutions offered seem able to fix my weary 1005 Camper, which by the way has recently been recovered from its status as a paperweight.

    Most of the menu suggestions relate to items and icons that do not appear on this magnificent piece of TomTom engineering.

    For some odd reason I am unable to connect to Live Services.

    I receive the message: Cannot connect to Live Services. Please try again later.

    My subscription is valid until December 24th but for the last few days the connection to Live Services has not been possible.

    I also notice that my connection status in 'Network' is disabled.

    I don't know what is going on.

    Does anybody have any ideas ?

    I am not holding my breath on this one as I know the unit is now non-repairable, unsupported and generally obsolescent.

    It was working nicely just a couple of days ago, but now,.... Zilch ?!
     
    Monty205, Nov 2, 2019
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  2. Monty205

    canderson Moderator

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    TomTom Model(s):
    GO720 GO 740 GO1535 GO1605 VIA1535 GO 600
    "I also notice that my connection status in 'Network' is disabled."

    Once in a great while, I would get that message on my GO 1535 Live. The 'power button reset' method would usually bring things back into line again. I assume you've tried that.
    If that doesn't get it, a call to tech support is in order to assure your subscription is still valid on TT's server, though if it's showing a later expiration date, that should be where that date originates anyway.
     
    canderson, Nov 2, 2019
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  3. Monty205

    Monty205

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    TomTom Model(s):
    Go Live 1005 Camper and Go 730
    Thanks Canderson, I tried that several times, with no luck.

    I will give it a few more tries, before I communicate with the powers that be at TomTom.

    I did notice that the e-mail I received from TomTom telling me that the Service had expired, was dated incorrectly.

    When I last renewed, they gave me an extra two months, as compensation for the complete cock-up that had been made with my Live Services payments.

    Maybe the folk who deal with payments and the folk who deal with updates use different computer systems and don't talk to each other very much?

    If there has been a mistake with the date due to their inefficiency, I'll see if I can scrounge another couple of months out of them again; that is if I bother to renew at the end of December?
     
    Monty205, Nov 2, 2019
    #3
  4. Monty205

    Monty205

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    TomTom Model(s):
    Go Live 1005 Camper and Go 730
    The powers that be have sorted it out after a couple of "communications".

    So all is well, apart from the constantly buffering symbol in 'MyDrive Connect / My Account', and the fact that the voice "Daniel" has stopped working.

    Support tells me that these problems will hopefully be resolved in the next update ?
     
    Monty205, Nov 9, 2019 at 8:43 AM
    #4
  5. Monty205

    Steve10250

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    TomTom Model(s):
    GO 520 Wifi
    I have happily accessed Live Traffic for the last 2 years on my Go520 Wifi without issue. In the last couple of weeks it has sporadically connected to Live Traffic while driving, often fixed by a power off/on. Lately it has not wanted to connect at all during driving. However, if I am in the driveway at home it will connect and show Live Traffic. This indicates to me that there are no subscription issues. It is connected to my Samsung S8+ by Bluetooth (usually) and today I tried connecting by WiFi to the phone's hotspot while driving without success. The Bluetooth (and Wifi) both show as connected. I have been fiddling with this for several days now and am stumped.
     
    Steve10250, Nov 11, 2019 at 10:38 PM
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  6. Monty205

    canderson Moderator

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    It sounds as though you have a rock solid WiFi connection to your home router, but not much else. Device must be correctly logged into the server or you wouldn't get data from the home router. Does that about sum it up?

    When you connect to your S8+ with WiFi hotspot tethering, it should behave the same way. The device doesn't care about the method as long as there's a WiFi connection.
    When this happens, I assume the web browser on your S8+ is working normally? And for the sake of any experiment, don't allow attempts at connection by BT and WiFi at the same time. Shut off the BT while we work on the WiFi.
     
    canderson, Nov 11, 2019 at 11:26 PM
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  7. Monty205

    Steve10250

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    TomTom Model(s):
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    Thanks for your reply canderson. I did think of the home wifi connection and I am pretty certain that I had made sure that there was no connection between the two. With Bluetooth, there seems to be two connections - one for calls and one for data. is this correct? Do calls work equally as well using Wifi only? I will check out home Wifi connection issues when I get back there. Cheers
     
    Steve10250, Nov 12, 2019 at 12:22 AM
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  8. Monty205

    canderson Moderator

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    You'll need BT for the other (non-cloud) connection, but at present, just trying to isolate the WiFi issue to start. And yes, there are two different logical connections going on since the data for traffic uses a different BT profile than the audio.

    The only reason I suggested a good home WiFi connection was the comment "However, if I am in the driveway at home it will connect and show Live Traffic."
    If your 520 is simply in 'sleep' mode when it shuts down (not a full power off), when it wakes up in your driveway and seeks a connection, it should be as likely/unlikely to get a traffic connection from WiFi on your phone as it would be on the road.

    If, OTOH, you're set up such that it is able to grab a signal from your home WiFi router from the driveway, that would be a variable that we'd have to isolate first so we'd know if it was only an issue when the connection was by phone. We don't have quite enough data yet.

    FWIW, my S8 and my 620 play very well together. Later, we may want to talk about what build level is on each.
     
    canderson, Nov 12, 2019 at 5:11 AM
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  9. Monty205

    Steve10250

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    TomTom Model(s):
    GO 520 Wifi
    Following your advice I managed to drive home with the Tomtom connected to Live Traffic via Wifi tethered to the phone. It connected straight away once I shut down the Bluetooth connection. I tried it later but it denied the connection, possibly because the Wifi hotspot was off when I started the Tomtom.

    I then tried to reconnect via Bluetooth, only successful with phone connection but not data. This is where I'm stuck.
     
    Steve10250, Nov 12, 2019 at 8:00 AM
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