Traffic and Cloud down Sun 6 Sep 26 PM?

[stupotstu]

Anyone else’s Go Expert app on IOS not logging into Traffic and Cloud this afternoon? Can’t get either my Wife’s or my apps to show traffic and cloud services.

 

[Willy875]

Exactly, it's the same for me; traffic and the cloud connection haven't been working since this morning.

 

[Suslik]

And when trying to log into the system... it also returns a 500 Internal Server Error.

...We suspect that one or more server-side updates deployed shortly before 6 September may have triggered the current authentication failure. Fresh TomTom sign-in requests are reaching the backend but are returning HTTP 500, so we recommend reviewing infrastructure and package changes made during 3–6 September.

Possible triggers:

Linux kernel security updates released on 4 September. If these were installed on TomTom nodes, they may have caused reboots, node replacement, pod rescheduling or restarted services with different runtime state. Ubuntu published new kernel security updates on 4 September.

OpenSSH update released on 3 September. This is unlikely to break OAuth directly, but if deployment, secrets distribution or administrative automation depends on SSH, the update could have affected provisioning or restart procedures.

libssh2 update released on 3 September. If internal automation, SFTP-based configuration delivery or deployment tooling uses libssh2, this is worth correlating with the incident start time.

rabbitmq-c security update released on 3 September. This is particularly interesting if authentication, entitlement or account services communicate through RabbitMQ. A package/library restart, TLS change or connection incompatibility could cause downstream failures that surface externally as HTTP 500.

APR-util update released on 3 September. If any Apache-based gateway, reverse proxy or service component depends on APR/APR-util, this should be checked against recent package upgrades and service restarts.

Automatic unattended-upgrades followed by reboot. Even if the updated package itself is not the direct cause, a reboot can expose a latent problem: a Secret is no longer mounted, an environment variable is missing, a certificate is not reloaded correctly, a DNS dependency changes, or an old working pod is replaced by a new misconfigured one.

Kubernetes node or container-image rollout. Check whether nodes were drained, replaced or rebooted, whether pods were recreated, and whether a new image digest became active around the time the failures started.

Secret or OAuth signing-key rotation. This remains one of the strongest candidates. A newly rotated JWT signing key, KMS key, client secret or certificate could prevent creation of new authentication tokens while already authenticated users continue to work temporarily.

Certificate or CA trust-store update. The public endpoint is reachable, but an internal call from the authentication service to another TomTom service may now fail TLS validation because of a changed certificate, CA chain, trust store or mTLS policy.

Redis/session-store update or restart. If new sessions are stored in Redis and Redis was upgraded, restarted, failed over, or had its credentials/certificate rotated, fresh login could fail while existing cached sessions remain usable.

Database update or schema migration. A new authentication service version combined with an incomplete database migration could easily produce HTTP 500 specifically during account authentication.

API gateway / ingress update. Check recent changes to routing, headers, body handling, WAF rules, service mesh, upstream configuration and timeouts.

Identity-provider or entitlement-service deployment. The /oauth2/authenticate endpoint may itself be healthy but failing when calling an internal account, entitlement, KMS or identity service.


We propose checking, in this order:

1. Correlate the first HTTP 500 timestamp with every deployment, reboot, package upgrade, secret rotation and certificate change from 3–6 September.


2. Inspect the actual backend exception behind POST /api/v3/oauth2/authenticate -> HTTP 500.


3. Compare currently running pods and image digests with the last known-good version.


4. Verify OAuth/JWT signing keys, KMS/HSM access, client secrets and certificate rotations.


5. Check Redis, databases, RabbitMQ and internal identity/entitlement dependencies.


6. Review Kubernetes events, node reboots and unattended-upgrade logs.


7. If the incident correlates with a recent rollout, temporarily roll back to the last known-good server configuration/image.


8. Test separately:

existing authenticated session;

refresh-token flow;

completely fresh username/password login;

clean installation with no cached token.




The most suspicious pattern is still:

server/security update or restart → pods recreated → new secret/configuration/certificate state becomes active → fresh OAuth token issuance fails → HTTP 500.

 

[Greg999]

Can’t log on to the app with my iPhone now. Any ideas?

 

[Willy875]

Are you unable to open the application, or are you unable to connect to the traffic services and the cloud?

 

[stupotstu]

Are you unable to open the application, or are you unable to connect to the traffic services and the cloud?

Yes, can open app and it runs, but the traffic and cloud icons have a diagonal line through them. Tried logging out but now won’t let me log back in again; get a ‘oops, something went wrong!’ message which is really helpful… (said with a whole load of English Middle Aged man sarcasm!)

 

[Willy875]

Yes, can open app and it runs, but the traffic and cloud icons have a diagonal line through them. Tried logging out but now won’t let me log back in again; get a ‘oops, something went wrong!’ message which is really helpful… (said with a whole load of English Middle Aged man sarcasm!)

The message was intended for @Greg999.

 

[stupotstu]

The message was intended for @Greg999.

Ah, sorry!

 

[Suslik]

All the problems on the TomTom server are most likely related to a recent kernel update of Linux. They may have installed this update, and now everything is not working. Therefore, we have to wait until they restore it. It's very strange that it has already been a day, and they still have not restored it.

Unfortunately, all this time they still haven't made a reverse import of favorites into the system. You can export through the planner, but there is still no import. At some point, this poses a risk that you will lose all your favorites.

We need to demand that they develop a way or even better an application for Android to import favorites. It's not difficult to do this at all. It can be easily solved within a day. This does not require waiting for years. I don’t know how to explain this to them.

 

[Willy875]

Upon checking, the problem did not originate today, September 6.
However, on Friday, September 4, I added new favorites via the online planner, but they were not added to the app.

 

[Greg999]

Are you unable to open the application, or are you unable to connect to the traffic services and the cloud?

I am unable to connect to the traffic services and cloud. In won’t let me log in and says “Oops something has gone wrong”.

 

[stupotstu]

I am unable to connect to the traffic services and cloud. In won’t let me log in and says “Oops something has gone wrong”.

This is exactly the same as ours. Seems the problem is widespread and TomTom need to get a grip to get it sorted.

 

[RoBe59]

This is exactly the same as ours. Seems the problem is widespread and TomTom need to get a grip to get it sorted.

Still the same error here… It takes a long time to solve this?

 

[Willy875]

Still the same error here… It takes a long time to solve this?

It takes a lot of time because TomTom doesn't work on weekends.

 

[Willy875]

I think the best way to avoid losing all your favorite locations in the app is to sign out of MyDrive within the app's TomTom service.

Then wait for TomTom to restore the service.

 

[Willy875]

TomTom Support:

Connection issue with the GO Expert app

The GO Expert app is currently experiencing a connection issue.

We are aware of this problem, and our team is actively investigating the cause in order to resolve it. However, no fix is available at this time. We apologize for the inconvenience and thank you for your patience and understanding while we work to resolve this issue.

 

[Willy875]

It's even worse now; I can't open or close the app.

 

[maho88]

Just confirming the same problem here in the US. I can not log into my TomTom account via iOS or Android. So I can not sync tracks with my devices.

No problems with log in to the website.

 

[stupotstu]

Where’s the ‘not like’ emoji! I hope there’s some sort of refund or compensation on its way, I pay for TomTom for reliability and it’s certainly not been that for a while…

TomTom Support:

Connection issue with the GO Expert app

The GO Expert app is currently experiencing a connection issue.

We are aware of this problem, and our team is actively investigating the cause in order to resolve it. However, no fix is available at this time. We apologize for the inconvenience and thank you for your patience and understanding while we work to resolve this issue,

 

[Willy875]

It's nothing serious; traffic is back to normal.

The only thing that still isn't working is the synchronization between the app and the online planner.