540 LIVE rebooting/hanging: Pocket GPS files to blame?

BackSeat · Occasional Visitor Joined: Sep 21, 2005 Posts: 11

I have a 540 LIVE. Occasionally - maybe once every couple of weeks - it will either reboot or hang. I've escalated this problem to TomTom support. Part of our exchange, after they asked for the configuration information printout from TomTom Home:

TT: Looking at at the system information I can see a lot of third party downloads on the device, as third party software voids the software warranty and is not recommended for our device I suggest you restore a backup to it's factory spec and avoid the other non tomtom files.

Me: There is no third party software installed on this device at all - if you believe that there is, can you give some indication of what 3rd party software you are talking about?

TT: The Pocket GPS files are 3rd party software and may cause issues with our software.

So, according to TomTom, installing files from this site "voids the software warranty" and "is not recommended for our device". All I have are some POIs and the speed cameras. To my mind, that is data rather than software; however, I can see that being a hard argument to win with TomTom support.

Can anyone offer any advice as to how to handle this with TomTom? I don't really want to have to remove all the POIs and the speed cameras and then wait to see if the problem has been resolved.

Thanks,
Keith

PaulB2005 · Posted: Wed Jan 14, 2009 10:33 pm Post subject:

So basically TomTom supply a facility but it voids the warranty if you use it??? Shocked

Have you tried running the unit without the 3rd party "software" to prove it's not the POIs that are the issue?

Darren · Posted: Wed Jan 14, 2009 10:40 pm Post subject:

Good 'ol TomTom! Our POI files are just text files and can have absolutely no effect on your device in this way. POI files are not 'software' files they are 'data' files. TomToms are advertised as supporting 3rd party POI data files so any suggestion that installation of these will void a warranty is wholly false.

I'm running a 940 that reboots occasionally and it doesn't have our files on it. It's just one of the bugs present in the device. However I am less than pleased to hear TT spouting this rubbish yet again. They had a habit of blaming 3rd party POI files a while back, after we took this up with them direct they stopped. Looks like I need to yell at a few people once again which I shall do first thing tomorrow!

By all mean remove the POIs and wait for the reboot, it'll happen regardless.
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Darren Griffin

MaFt · Posted: Wed Jan 14, 2009 11:09 pm Post subject:

garmin have also tried this line as well... most annoying when it is in fact (and quite clearly) they're dodgy software!!!

if it voids the warranty then why not ask them to stop offering free poi files through tomtom home - it'd save us a lot of time reporting copyright breaches!!

MaFt

MrT · Posted: Thu Jan 15, 2009 8:25 am Post subject:

A corrupt POI file can crash the device and the files (any file) can become corrupted when transferring to the device and the device is disconnected when the PC (home) is accessing it. You can always access the TT device from the PC (preferably without Home running) and run a diskcheck with fix on the TT drive (which is the device memory) which will cure a file allocation error.

The other likely cause of a crash on a 940 (or other TT) is a problem with the bluetooth connection. I suspect this as when this happens I also get problems with my phones which need restarting. I have seen this also with other non TT bluetooth connections on phones and other devices.

I suspect a HD live service that became corrupted on download could also cause the same problem.
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Drivelux

GerryC · Posted: Thu Jan 15, 2009 10:57 am Post subject:

Just had a look at the tomtom.com support pages and asked where I could download more POIs from. Well, it appears the best place is here!

Where can I find more Points of Interest (POIs)?

Not like them not to know what they are telling their customers to do. Rolling Eyes

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Gerry
TomTom730T
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Mick_1959 · Posted: Thu Jan 15, 2009 12:38 pm Post subject:

All hail TomTom for consistancy

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Mick
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BackSeat · Occasional Visitor Joined: Sep 21, 2005 Posts: 11

Thanks for all the replies. I've gone back to TomTom support and pointed out that they suggest people use the POIs here, so they can't really claim that doing so is unsupported. I've also pointed out that if their software can't handle (unsubstantiated) errors in POI data files, that is a software error. Finally, if there were problems with the data files here, no doubt these forums (and TomTom support) would be inundated with complaints. I don't see that happening.

Whether any of the the above will make any difference only time will tell. Maybe I'll get a response that says, "We apologise for the problems you have been having. We are aware that there are some glitches to iron out on the x40 systems, and we are working hard to resolve them. In the meantime, we'd like to offer you a half-price LIVE subscription as a gesture of goodwill." Unlikely, but I wonder if TomTom realise that, if they did do that, it would be perceived as a very positive and honest move?

BS

Andy_P · Posted: Sat Jan 17, 2009 2:19 am Post subject:

We've been trying to tell them that for years!
They have an incredibly loyal user-base, most of whom are quite prepared to put up with things not working very well at first, SO LONG AS they are upfront and honest about where the problems lie and how (whether?) they intend to fix them.
But some of the garbage excuses spouted by their "ambassadors" in tech. support have to be heard to be believed!
Can't wait to hear their reaction to seeing their own "Help" page recommending the files they blame for your problems! Twisted Evil

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