tom tom

I submitted a help request to tom tom:

Customer (Ray Koenig) via channel 'CSS web' 04/30/2019 08:02 AM

Tom Tom Home doesn't recognize my Tom Tom Start. I'm logged in my Tom Tom account. my Tom Tom Start is on and connected to my computer. I entered Tom Tom Start and GZ (1st 2 letters of my serial number). Tom Tom Home says that my Tom Tom Start is not connected. it is connected.


Here was their reply:

Staff Account (Mayur M (US)) via channel 'E-mail' 04/30/2019 10:55 PM

Dear Mr Koenig,

Thank you for contacting TomTom Customer Support. My name is Mayur, and I am glad to have assisted you today.

As you mentioned that your START device is not recognised by your computer.

We apologize for the inconvenience this may have caused.Please be assured that I will put my best efforts to assist you.

I understand your issue and this might be due to connection issue. I request you to please try connecting the device with alternate USB cable also please try to connect the device to some other USB port.

Please follow the steps mentioned in the link to troubleshoot the issue for device not recognised.

YOUR NAVIGATION DEVICE IS NOT RECOGNISED (TOMTOM HOME)

If you have any further questions or concerns, please do not hesitate to email me using this link Click here to reply

to reply or call us at 877-757-7137 Monday through Friday, 9:30 a.m. to 6:00 p.m. EST.

With Kind Regards,

Mayur M.

TomTom Customer Support

If you have any further questions you can update us by replying directly to this email. You can also find a list of your questions on https://us.support.tomtom.com/app/questions/list/. Alternatively we have our support website http://www.tomtom.com/support our YouTube channel; http://www.tomtom.com/videosupport. You can also ask questions and find answers from other TomTom customers on the Discussions forum: http://discussions.tomtom.com/ After 3 days your incident will be automatically set to Answered. However, should you need to update us, you can still reply to the incident within 28 days.


Here was my reply:

Customer (Ray Koenig) via channel 'CSS web' 05/01/2019 07:00 AM

other problems: 1. my device apparently updated by itself. 2. the screen displays are different. 3. a new version of the mapping appears on top of the old version (i.e., both versions appear). 4. clock displays as either time remaining (when on a trip) or 12:00 am (at start up). my device doesn't respond to "set clock". 5. when I reset the device to default it displayed a foreign language that I couldn't recognize. ... 6. the problem isn't with my computer's USB port or cable.

Here was tom tom’s reply:

Dear Ray,

Thank you for updating the incident. I am Mayur again.

We apologies for the inconvenience caused to you.

Ray, I checked your device details and I found that there were two maps one is of 9.25 version and the other one is higher version and therefore you can see couple of maps.

As you mentioned that this device is not showing the correct time. I would like to inform you that this device was affected by WNRO ( Week Number Roll Over ) update which needs to be downloaded on the device before 6th April 2019

The GPS Week Number Roll Over effects the GPS communication between satellites and GPS receiver chips. This means that some Satnavs lost the ability of certain functions. The roll over happened on the 6th of April 2019.

I request you to check if the application on the device is of Version 9.541 and if the device is updated I can only suggest you to perform soft and factory reset on the device.

If you have any further questions or concerns, please do not hesitate to email me using this link Click here to reply to reply or call us at 877-757-7137 Monday through Friday, 9:30 a.m. to 6:00 p.m. EST.

With Kind Regards,

Mayur M.

TomTom Customer Support


it took a while. I had given up hope. but, a month later I received an email with a link to fix my tom tom. I suppose that all's well that ends well.