Subject: Device won't start following update [Incident: 120314-005797]
From: "TomTom Support Team" <tomtom_uk@mailuk.custhelp.com>
Date: 16/03/2012 9:50 PM

Dear Sir or Madam,

Recently you requested personal assistance from TomTom Customer Care.

Below is a summary of your request and our response.

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 Subject (Please be descriptive)
Device won't start following update
 
 Discussion Thread
 Response (Sumit N.) 16/03/2012 10.50 AM
Dear David,

Thank you for your reply.

Your reference for your query is 120314-005797.

I understand that the HOME crashes itself and you are unable to update the device.

To resolve this issue, I would suggest you to completely remove TomTom Home from your computer and reinstall TomTom Home once again.

To do this can I ask that you carry out the below steps:

Step 1 - Uninstall TomTom HOME:

- Click on Start->All Programs->TomTom->Uninstall TomTom HOME 2
- Click on Start->Run and type %appdata% and press enter
- Delete the yellow TomTom Folder
- Go to C:\Program Files and delete the yellow folder called TomTom HOME 2

Step 2 - Deleting the temp files from the computer:

To delete the contents of user profile specific Temp folder

1. Press windows Key + R . This opens the Run Box .
2. In this Run box Type temp and hit ok or Enter .
3. Select the TomTom folder (if present)
4. Press delete key on the keyboard or Right click Delete.

Step 3 - Do a Disc Cleanup on Your PC:

- Open My Computer
- Right click on your C: Drive and go to Properties
- Select Disc Cleanup
- Once it has loaded, please tick all the available options and click on OK
(Please note, this can take a while depending on the size of your C: Drive)

Step 4 - Reboot your PC and Reinstall HOME 2:

- Once the Disc Cleanup has been completed, please restart your PC
- Once your PC has loaded up again, please download and install TomTom HOME from: http://www.tomtom.com/home
- If you are on Windows Vista or Windows 7, right click on the TomTom HOME installer file and select properties. Now click on compatibility, and tick the box which says "Run this program in compatibility mode for". Also make sure that Windows XP is selected in the drop down box.
- Now click on OK, and then double left click on the downloaded file to install it.

You should now be able to log in to your account in TomTom Home and update the device.

If the issue persist, the try an alternate computer to check if it is computer issue.

Also provide us the device System Information for further investigation.

The System Information can be found by following the steps below:
€ Connect your device to the computer, turn it on, and then open TomTom HOME
€ Click on Help >System information
€ Click on Copy to Clipboard and then click on Done (you won€™t see anything happen at this point)
€ Now open http://www.tomtom.com and log in to your account in the top right
€ Click on Support on the grey bar at the top, and then on the right hand side under support links, click on My questions
€ Click on the Question with reference 120314-005797
€ You will see a box here that says Add additional information to your question - right click inside this white box and left click on Paste
€ Click on Submit to update the question

- If you are unable to send the device system information following the above steps, then you can send it as an attachment in MS-Word file or you can paste the system information in the message box provided to write customer query.

Once I have this information, I will be able to have an in depth look at your TomTom and resolve the query more effectively.

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

Should you wish to update your TomTom Question, please log in to your TomTom account via the TomTom website.
Click on 'Support -> My Questions History', click on the title of your question then click on 'Update Question'.

You can also attach documents to the question by clicking on 'Browse' and find the document you wish to attach to the question, then click on 'Add Attachment'.

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