Tomtom Go GPS forgetting mydrive password

[Ludwig]

Having configured, and reconfigured - including a complete device reset & re-setup - my Tomtom car GPS GO620, it is still forgetting the MyDrive password entered into "Settings / MyDrive". Not sure exactly how long it lasts remembering, but I suddenly find it's not logged in and I have to reenter it. Weirdly it still knows that there are updates that are waiting to be applied. It also is remembering my wifi password and remains connected (when in range).

Happened this morning. It reports 2 updates (198Mb) waiting to be applied, so I took the GPS into the house to get wifi connectivity. Lo & behold it told me it needed my password to MyDrive again. Surely a GPS cannot forget what it's been given!??

 

[canderson]

Surely a GPS cannot forget what it's been given!??

You wouldn't think so, but it does happen for some reason, and I've never been able to pin down any particular sequence of events that causes it. I use a GO620 fairly frequently here, and have seen the same thing. Looking back at my logs, I first reported this issue to TomTom re my GO600 eight years ago. Never did get a resolution to that.

 

[Ludwig]

Thanks for your reply.

Sadly support is .. well .. lacking nowadays. There's no way to report a problem (e.g. this one!). There's no email address to contact support, there's no phone number to ring to them, no web form that I've been able to locate to contact them either!
A user unofficial support forum like this can't "fix" bugs in their software, only help people on how to use what TomTom provide us with.

 

[Willy875]

How to contact TomTom support https://help.tomtom.com/hc/en-gb/articles/360015568919-Comment-contacter-le-support-client-TomTom​

 

[canderson]

How to contact TomTom support https://help.tomtom.com/hc/en-gb/articles/360015568919-Comment-contacter-le-support-client-TomTom​

Prato has been out of production for a while now, and old bugs have been entirely neglected for quite some time. 'Sustaining Engineering' for previous generation devices hasn't been a priority for TT for some while, either.

The only new code that may appear for production Prato units will be that which resolves a problem with connecting these units to the TomTom 'cloud' that was caused almost a year ago by a change to the TT 'cloud' server. I expect no further improvements, so don't think that contact with customer support is worth the effort.

 

[Ludwig]

I actually tried that page the other day .. useless. Chatbot couldn't understand my question, only offered me three options - "I have forgotten my password", "I have not received the password reset email", and "I have reset my password but I am still unable to login". All three are totally unrelated to my question!
Only option at that point is Cancel/Ask something else.
Then it asks me to "... rate your chat experience"!! I guess thumb down is the only true answer to that.
So it asked me "what went wrong?" & I chose "Bot didn't understand". It replied "Did we resolve your problem(!!?!!)" - select answer "No".
Then it says "Do you want to contact our support team?" and gives me 5 options - Yes, No, Request a Refund, Book a Repair, and View our support videos.
...
Take the "Yes" route. "We don't have a Customer Support number. We offer chat support during most weekdays and email support for the rest of the time". However, no email address supplied to make that contact! Says I need to be logged in (I am!).
It ends up taking me to https://help.tomtom.com/hc/en-gb which has at the bottom right corner .. you guessed it, that now infamous "Contact us" button. So now I'm back with the Chatbot. I'm not into this sort of loop.

Hence .. useless support.

 

[Willy875]

You can contact Tomtom by chat.
If chat is available, that is, during normal business hours Monday through Friday, you should have the option to tap live chat.
If this is an after-hours chat, you should be offered a messaging option.


Regardless, Tomtom prefers to sell new products rather than fix bugs.