TomTom One - "Device Not Recognized"

Discussion in 'General TomTom Discussion' started by KaelaJael, Nov 17, 2009.

  1. KaelaJael

    dhn Moderator

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    Try a different usb port, one on the back of the computer. Also, are you using the cable that came with the TomTom?
     
    dhn, Sep 16, 2011
    #21
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  2. KaelaJael

    ADC

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    OK. I will try a different port tomorrow. I am also using the OEM cradle.
     
    ADC, Sep 16, 2011
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  3. KaelaJael

    canderson Moderator

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    My guess is that the mass storage driver did not correctly load and/or that you are facing a permissions problem. We may be able to get around those issues by avoiding the folder that has the permission issue. Here's a somewhat off-the-wall but technically reasonable thing to try - it's been known to work for other mass storage devices...

    At the end of each "Part", stop if your TomTom starts to be recognized again.

    Part 1 - Be Sure usbstor File Exists!

    Look in your C:\WINDOWS\inf directory for a file called usbstor.inf. That's the generic usb storage device driver supplied by Microsoft. If you can't see that folder, you've got system folders hidden. You'll need to reconfigure and unhide them first. If the usbstor.inf and .pnf files cannot be found there (and that HAS happened to a few users), there's no point in going further until it's solved - after which you should be golden. That's done this way:


    1. Navigate to C:\WINDOWS\System32\DriverStore\FileRepository
    2. Look for one or more folders called usbstor.inf with appended numbers. If more than one exists, navigate to the most recent one as identified by its date stamp.
    3. Copy the usbstor.inf and .pnf files to C:\WINDOWS\inf
    4. Fire up the Update Driver Wizard and point it at your C:\WINDOWS\inf folder.

    Part 2 - Try Driver Reload

    1. Plug in your TomTom
    2. Right mouse click on My Computer
    3. Left click on Manage
    4. Left click on Device Manager
    5. Expand the USB list
    6. Find the 'unknown' USB device for your TomTom
    7. Right mouse click - Uninstall
    8. Unplug your TomTom
    9. Plug in your TomTom and let Windows find and install the driver

    Part 3 - Check Drive Letter and/or Rescan


    1. Open 'Administration Tools'
    2. Select 'Computer Management'
    3. Click on 'Disk Management' and see if your TomTom can be seen there.
    4. If it does show up there, it probably doesn't have a drive letter assigned. If this is the case, right click on the drive, select "Change drive Letter...', and assign a drive letter to it
    5. If it was not seen there, go to 'Action' on the menu bar, click on 'Rescan Disks' and see if it appears. If necessary assign a drive letter to as described in #4.

    Part 4 - Deal with Possible Permissions w/Workaround


    1. Create a folder C:\usbdriver
    2. From the "inf" folder we talked about above, copy both the files usbstor.inf and usbstor.pnf to your C:\usbdriver folder.
    3. Be sure your TomTom is unplugged.
    4. From Device Manager, once again delete the unknown device.
    5. Plug in TomTom. When Windows asks about a driver, point it to your new C:\usbdriver folder and allow the driver to install from that location.
     
    canderson, Sep 16, 2011
    #23
  4. KaelaJael

    ADC

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    Thanks

    canderson,

    I do not know how you got the info, but the second time around, it worked. I was able to get the device plugged and recognized. I also did a quick backup just in case it won't work again.

    I will venture into unplugging it and see what happens from there. It works! I unplugged it, restarted the program, restarted the PC, and it still works.

    Here is where the problems comes in. When the GPS is soft reset. For some reason, soft resetting ruins everything.

    I clicked on "driver details" and this is what it reads.

    C:\Windows\System32\DRIVERS\AiChargerPlus.sys

    Could this MB be the problem? It's the ASUS P8Z68-V Pro mother board. It has not worked since. I'm running through the steps again. Will keep posted.
     
    ADC, Sep 16, 2011
    #24
  5. KaelaJael

    canderson Moderator

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    This is important. Can you please identify which of the actions taken solved the problem. I hope you stopped and tried as requested after each "Step".
    I need to ask. Are you using proper USB disconnect methods each time you shut down or unplug your unit?!?

    Driver details for what device? That's an ASUS utility, and should not have been disturbed by anything that we have done here.
     
    canderson, Sep 17, 2011
    #25
  6. KaelaJael

    ADC

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    The section that worked was Part 2 steps. I had all of the Part 1 steps in my system, so I moved on to part 2.

    I had to repeat part 2 a few times before the PC recognized it. I did just remove the device from the cradle without proper USB disconnect methods. Since the device was not recognized and the driver uninstalled, I just removed it from the dock.

    As far as the ASUS utillity, when the device is not recognized, those are the driver details it shows. i think that maybe it interferes with the proper driver install.

    I could email you the actual usbstor.inf and .pnf files for you to see.
     
    ADC, Sep 17, 2011
    #26
  7. KaelaJael

    canderson Moderator

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    Is that reset being performed with the device live and connected to your PC? What exactly is 'ruined'?
     
    canderson, Sep 17, 2011
    #27
  8. KaelaJael

    ADC

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    The reset is being performed off the cradle. I was testing out various scenarios to see if the problem would show itself again. "Ruined" means that I had to do the steps again and the GPS was not recognized.
     
    ADC, Sep 19, 2011
    #28
  9. KaelaJael

    canderson Moderator

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    So you are saying that all works fine (GPS-wise, anyway) provided you do not perform a soft reset on the device while it is disconnected from the PC?

    That's all very strange. The identification of the device is the function of the boot-loader ... something that isn't modified, even with a device re-format! It's why you can in fact format the thing, and plug it back in, and have it identified by Windows (when everything is working). You've got a real head-scratcher there. Do you ever have any issues with thumb drives on your PC?
     
    canderson, Sep 19, 2011
    #29
  10. KaelaJael

    jsloots

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    Device Manager unknown device now solved

    I recently bought a new "Start 20". The unit works perfect in my car but the problem begins when I connect it to my PC. The device manager cannot connect to the TomTom and it appears as "unknow device" having an asterisk.
    I've tried a Win7 and WinXP system, multiple USB ports and even multiple "Start 20". The problem was still there.
    After calling the TomTom support desk they indicated the unit as DOA and I have to return it.

    I first installed TomTom home v1.6 but this unit is too old. Downloading Home v2.8 wasn't succesful: the install file "TomTomhome2winlatest.exe" fails. After searching the Internet I found the file "cnet_TomTomhome2winlatest.exe" and this will install v2.8. however, still no luck.

    to make a long story short: i've downloaded the "My TomTom" suite from "www.tomtom.com/getstarted", although this feature is only suitable for the One, Go and Via (not for the Start-series). However, after installing the setup "InstallMy TomTomSA.exe", the web browser utility My TOMTOM recogize the Tom Tom and automatically upgrades the map to the latest version !

    In the device manager, the TOMTOM is displayed under Network Adapters.

    The installation of the new map (3Gb) takes 80 minutes and after 60 minutes a "Server failure" disrupted the upgrade. However, after a retry, everything is OK now.
     
    jsloots, Oct 3, 2011
    #30
  11. KaelaJael

    dhn Moderator

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    The Start 20, along with all 1X, 2X, Via and Go 800 models MUST use the MyTomTom web interface (as you've found out).

    IF CS didn't know that, well............ :noidea:
     
    dhn, Oct 3, 2011
    #31
  12. KaelaJael

    Andy_P Moderator

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    Then they are idiots... no other word for it.

    Not quite... MyTomTom is for all models that use Navcore 10 or above.

    This includes the Go1000/2000 models, the VIA models and the Start 20 and 25. NOT the ONE models.

    Half the problem is that TT keep re-using the same model names. The Start 20/25 are totally different beasts from the old Start and Start2.
     
    Andy_P, Oct 4, 2011
    #32
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