There is no route

[jefklets]

Hi to all,

I'm a car mechanic and for every car we sell we give a Tom Tom one (30series) to the costumers.
No there is one costumer who has the following problem. When she turn on the Tom Tom she gets to see on the bottom left: there is no route. When she wants to create a route she gets the message: error in route planning.
I update the machine already, also did a factory restore,... Still no success.

Does anyone know why this happens?

Thanks allready

 

[mvl]

Sounds like it has a corrupt map. If she had used "Latest Map Guarantee" within the first 30 days of ownership, she should be able to reinstall the new map again via tomtom HOME.

If not, she should call Tomtom phone support, they'll walk her through troubleshooting steps and probably load another map onto her account to redownlaod. Or if the internal memory is bad they'll just warranty-swap it.

 

[jefklets]

Thank you for the fast response. I ask her tomorow.
Regards

 

[CynicX]

Agreed, that is an error you get with a corrupt map. I wouldnt be surprised if she updated it and it got messed up and now bringing you the broken pieces...

If you can get your hands on the device, touch the area where the satellite signal bar, then on the right will be a small box that says APP 8.xxx (something like that) touch that, then on that screen look at the map version. Its very unlikely it came shipped with v830.xxxx. If it is, she has probably updated it and something got messed up in the transfer giving her that error. In that case have her remove and redownload the map.

If its an older map (anything less then 830) and its still less the 30 days old (since turned on) then its eligible for a free map update.

If it was in business/customer service I would just give her a new one. Fix the one you have and give it too another customer (maybe one that buys a cheap new car )...