Subject: Device won't start following update [Incident: 120314-005797]
From: "TomTom Support Team" <tomtom_uk@mailuk.custhelp.com>
Date: 15/03/2012 7:05 PM



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 Subject (Please be descriptive)
Device won't start following update
 
 Discussion Thread
 Response (Sumit N.) 15/03/2012 08.04 AM
Dear TomTom Customer,

Thank you for taking the time to contact TomTom Customer Support. My name is Susan and we are always happy to help.

The reference number for your query is 120314-005797.

I understand that the device freeze at start up screen and also not recognised by HOME.

I understand how important it is for you to update the device through HOME.

Please be assured, I will provide you with the appropriate information. Kindly confirm if I have understood your query correctly.

First you need to install unzipped folder home images in the device, so that the device is recognised by HOME. Once the device is recognised by HOME, then you need to re-install the device application to fix the issue.

Please visit the below link and follow the mentioned steps:
http://uk.support.tomtom.com/app/answers/detail/a_id/7375/kw/device%20not%20connected%20to%20home

Then click on 'Device not recognized by HOME' on the website.

Download the home_images file on your computer.

Then unzip the downloaded file and copy the unzipped folder home_images to the root directory of your TomTom device.

Open TomTom HOME again. HOME should now recognize your device.

If the issue persists, try to connect device by installing HOME on another computer.


Then follow the below steps in HOME to re-install the device application.

First backup the device through HOME.
- Connect device to HOME through USB cable
- Click on 'Manage my XXL' icon in HOME
- Click on 'Items on device' tab
- Select map and click on 'Copy to computer'
- Done

Then follow the below steps to reinstall the device application.

STEP 1 - Delete the application from device

- Connect the device to the computer and open TomTom HOME
- Go to Manage My XXL
- Click ‚€˜items on my device‚€™.
- Select the application (navcore). Do not select the map, voice or speed cameras.
- Click ‚€˜remove items from device‚€™

STEP 2 - Delete the applications from the computer

- Go to Manage My XXL
- Click ‚€˜items on computer‚€™
- Select the applications (there may be more than one navcore application). Do not select the map, voice or speed cameras.
- Click ‚€˜remove items from computer‚€™

STEP 3 - Re-download the application

- Go to ‚€˜Update My XXL‚€™
- Select the application
- Click on ‚€˜Update and install‚€™
- Repeat this process until no more applications are offered.

Safely disconnect device by clicking the blue eject button at the bottom of the HOME.

Then Soft-Reset the device.
Visit the below link to know the steps to soft reset the device.
http://uk.support.tomtom.com/app/answers/detail/a_id/6965/kw/reset

This should fix the issue.

Let us know, did the above steps resolve the issue.

I look forward to hearing from you soon.


Please do not hesitate to contact our support team, we are available Monday to Friday 9.00 am to 5.30 pm on 1300 135 604 for Australia or 0800 450 973 for New Zealand.

With Best Regards

Susan N
TomTom Customer Support Team

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