TomTom 4PN60 - User Manual

Troubleshooting guide
My GO 6200, GO 5200, GO 620, GO 520, GO
PROFESSIONAL, GO ESSENTIAL or VIA 53 shows an
error message
Click here to see which products/categories this applies to.
If your GO 6200, GO 5200, GO 620, GO 520, GO PROFESSIONAL or VIA 53 displays an
error, you need to connect it to the computer so that the MyDrive Connect software can help
your device recover.
If you don’t have MyDrive Connect installed, you can see how to install it on our FAQ:
Installing MyDrive Connect.
Once MyDrive Connect is installed, connect your device to the computer using the USB cable
that came with the device. Make sure to connect the USB cable into the computer and not into a
USB extension, or a USB port on keyboard or monitor.
When your device has been connected to the computer, MyDrive Connect starts and will recover
the software on your device.
Transferring items from MyDrive to your navigation device
Click here to see which products/categories this applies to.
In MyDrive, you can add POI (Point of Interest) files, Favourites and your active destination and
sync all these to your device. If you ever have to reset your device, you just log into your
TomTom account to sync them.
Which devices can I use?
This feature is compatible with the following devices: GO 40, GO 50, GO 51, GO 60, GO 61,
GO 400, GO 500, GO 600, GO 510, GO 610, Rider 410, Rider 400, Rider 40, GO 5000, GO
6000, GO 5100, GO 6100, Trucker 5000, Trucker 6000, START 40, START 50, START 60,
Start 42, Start 52, Start 62, VIA 52, VIA 62, GO 520 Wi-Fi, GO 620 Wi-Fi, Rider 500, Rider
550, GO 5200 Wi-Fi, GO 6200 Wi-Fi

Summary

My GO devices show an error message

Transferring items from MyDrive to your navigation device

Getting a GPS signal on your navigation device

MyDrive Connect Devices

Detailed steps to resolve GPS signal issues for MyDrive Connect users.

TomTom HOME Devices

Detailed steps to resolve GPS signal issues for TomTom HOME users.

Installing MyDrive Connect

Navigation device not starting or displaying a cross

My device is connected to the computer, but nothing happens

Verify Device Connection

Ensure the navigation device is properly connected to the computer.

Downloading and installing your map (MyDrive Connect)

Before You Start

Preparations required before downloading and installing maps.

Navigation device not connecting to computer (MyDrive Connect)

Further Troubleshooting Steps

Additional steps if the device is not recognised by the computer.

Overview

1. Function Description
2. Key Features and Usage
3. Important Technical Specifications (Implied/Explicit)
4. Maintenance Features

This document provides troubleshooting and usage instructions for various TomTom navigation devices, including the GO 6200, GO 5200, GO 620, GO 520, GO PROFESSIONAL, GO ESSENTIAL, and VIA 53, as well as several other GO, Rider, Trucker, START, and VIA models.

Function Description:

The primary function of these devices is to provide navigation services. They offer features such as displaying maps, calculating routes, and guiding users to their destinations. The devices are designed to be updated and managed through the MyDrive Connect software, which runs on a computer. MyDrive Connect facilitates software recovery, map updates, and the transfer of various items to the navigation device.

Key Features and Usage:

• Error Message Resolution: If a device displays an error, users are instructed to connect it to a computer with MyDrive Connect installed. MyDrive Connect will then attempt to recover the device's software. It's crucial to use the original USB cable and connect it directly to a computer's USB port, avoiding extensions or ports on keyboards/monitors.
• MyDrive Integration: MyDrive is a platform that allows users to add Points of Interest (POI) files, Favourites, and active destinations. These items can then be synced to the navigation device. This feature ensures that personal navigation data is retained even if the device needs to be reset, as users can log into their TomTom account to resync.
• Software Updates: To use MyDrive features, the navigation device must have the latest software installed. MyDrive Connect is used to download and install these updates.
• Space Requirements: Before syncing with MyDrive, ensure at least 400 MB of free space is available on the device for POI files. For map downloads, a minimum of 8 GB of free space is required on the computer.
• Adding Favourites: Users can add Favourites by navigating to MyDrive, clicking "My Places," logging into their TomTom account, selecting "Favourites," and then "Add a new place." Locations can be searched by address or coordinates, named, and then synced to the device. Favourites can also be added by zooming and panning on the map or using the Search menu on MyDrive.
• Importing POI Files: OV2 files, with a maximum size of 2MB, can be imported from a computer. The process involves going to MyDrive, "My Places," "POI files," "Import POI file," and then selecting the file. If the device is connected via USB, syncing occurs immediately; otherwise, it syncs upon the next device power-on and TomTom account login. Imported POI files appear under "My Places" on the device with the same name as the uploaded OV2 file. Users can customize POI icons and display them on the map via device settings.
• Importing GPX Files: GPX (track) files, up to 15MB, can be imported via MyDrive. Users go to "My Routes," "Import a GPX file," and select the file. Tracks are extracted and shown under "My Routes." Similar to POI files, syncing is immediate if connected via USB, or upon next power-on and login.
• Sending to Device: Once a desired location is found in MyDrive, users can select "Send to device" to set it as a destination. If logged into the TomTom account on the device, the destination appears instantly.
• GPS Signal Acquisition: The document addresses issues with GPS signal reception. Causes can include obstructed views (wooded areas, tall buildings, water), outdated software or QuickGPSfix files, significant changes in location since last use (e.g., after air travel, requiring up to 45 minutes for a fix), or a need to reset the device. Connected devices receiving TomTom Services (via smartphone or built-in SIM) receive automatic QuickGPSfix updates.
• MyDrive Connect Installation: Detailed steps are provided for installing MyDrive Connect on Windows and Mac OS X. This includes downloading the installer, accepting the license agreement, and choosing an installation folder. Users are advised to log in or create a TomTom account after installation.
• Device Not Starting/Displaying a Cross: This indicates incorrect TomTom software installation. The troubleshooting steps involve charging the device, ensuring the latest MyDrive Connect version, connecting the device to the computer (after specific steps), and performing a "soft reset" by holding the On/Off button until a black screen with white text appears, then quickly pressing the On/Off button three times. This initiates recovery mode, where MyDrive Connect restores the software.
• Device Connected, but Nothing Happens: This issue points to MyDrive Connect not recognizing the device. Solutions include ensuring MyDrive Connect is installed and running, checking the USB connection (direct to computer port, original cable), resetting the navigation device, trying different USB ports or cables, ensuring administrator rights on the computer, and having the latest Windows Service Pack installed. Firewalls, antivirus software, pop-up blockers, and business network restrictions can also interfere.
• Navigation Device Not Connecting to Computer: Similar to the "nothing happens" issue, this section emphasizes proper USB connection (direct, original cable) and highlights that car mounts cannot be used for updates. If the device is still not recognized, it may be a driver issue. Users are guided to check Device Manager (Windows) for "unknown device," "TomTom #...", "RNDIS," or "Remote NDIS Compatible Device" under Network Adapters (or Other devices) and uninstall the driver, then perform a soft reset and restart the computer.
• Downloading and Installing Maps: Users connect their device, open MyDrive Connect, log in, go to "My Content," and click "Update" (or "Install" if not already present) under "MY MAPS." MyDrive Connect downloads the map to the computer and then installs it on the device. It can also create free space or use a memory card if internal memory is insufficient. Users are warned not to disconnect the device during this process.

Important Technical Specifications (Implied/Explicit):

• Storage:
  • Minimum 400 MB free space on device for POI sync.
  • Minimum 8 GB free space on computer for map downloads.
  • OV2 files: Maximum size 2MB.
  • GPX files: Maximum size 15MB.
• Connectivity: USB cable (original supplied cable recommended), internet connection for MyDrive Connect and updates.
• GPS/GLONASS: Devices use GPS, and newer models may also use GLONASS for improved signal acquisition.
• Software: MyDrive Connect (for Windows and Mac OS X).
• Power: Devices require charging (at least 2 hours for troubleshooting startup issues).

Maintenance Features:

• Software Updates: Regular updates via MyDrive Connect are crucial for optimal performance, GPS fix, and access to new features.
• QuickGPSfix: Automatic updates for QuickGPSfix on connected devices help in faster GPS signal acquisition.
• Device Reset: A soft reset is a common troubleshooting step for various issues, including software malfunctions and GPS problems.
• Driver Management: For connectivity issues, managing device drivers through the computer's Device Manager is a key maintenance step.
• Account Syncing: Logging into a TomTom account allows for syncing personal data (Favourites, POIs, destinations), acting as a backup and restoration mechanism.

TomTom 4PN60 Specifications