TomTom GO 620 Troubleshooting Manual

Brand: TomTom

Model: GO 620

Type: Troubleshooting Manual

This manual is also suitable for

Troubleshooting guide

My GO 6200, GO 5200, GO 620, GO 520, GO

PROFESSIONAL, GO ESSENTIAL or VIA 53 shows an

error message

Click here to see which products/categories this applies to.

If your GO 6200, GO 5200, GO 620, GO 520, GO PROFESSIONAL or VIA 53 displays an

error, you need to connect it to the computer so that the MyDrive Connect software can help

your device recover.

If you don’t have MyDrive Connect installed, you can see how to install it on our FAQ:

Installing MyDrive Connect.

Once MyDrive Connect is installed, connect your device to the computer using the USB cable

that came with the device. Make sure to connect the USB cable into the computer and not into a

USB extension, or a USB port on keyboard or monitor.

When your device has been connected to the computer, MyDrive Connect starts and will recover

the software on your device.

Transferring items from MyDrive to your navigation device

Click here to see which products/categories this applies to.

In MyDrive, you can add POI (Point of Interest) files, Favourites and your active destination and

sync all these to your device. If you ever have to reset your device, you just log into your

TomTom account to sync them.

Which devices can I use?

This feature is compatible with the following devices: GO 40, GO 50, GO 51, GO 60, GO 61,

GO 400, GO 500, GO 600, GO 510, GO 610, Rider 410, Rider 400, Rider 40, GO 5000, GO

6000, GO 5100, GO 6100, Trucker 5000, Trucker 6000, START 40, START 50, START 60,

Start 42, Start 52, Start 62, VIA 52, VIA 62, GO 520 Wi-Fi, GO 620 Wi-Fi, Rider 500, Rider

550, GO 5200 Wi-Fi, GO 6200 Wi-Fi

To use MyDrive, you must have the latest software version installed on your navigation device.

To find out what the latest software is for your device, see our FAQ: What has changed in the

updated software for my device?

Note: For GO 40, GO 50, GO 51, GO 60, GO 61, GO 400, GO 500, GO 600, GO 510, GO 610,

Rider 410, Rider 400, Rider 40 - to transfer MyDrive items to your navigation device, connect

your device to the internet via your smartphone, or to your computer using a USB cable.

For START 40, START 50, START 60 - to transfer MyDrive items to your navigation device,

connect your navigation device to your computer using a USB cable.

Before you start

Make sure that there is at least 400 MB of free space on your device before syncing your device

with MyDrive. If there is not enough space, the POI file will not be synced. You can check the

amount of available space by going to Help and then About in the menu on your navigation

device.

Syncing large files to your device may take some time, so we recommend that you always do this

before starting your journey. If you want to speed up the process you can connect your device

directly to your computer using a USB cable.

To transfer items using a USB cable, you need to have MyDrive Connect running on your

computer. For more information, see How do I install MyDrive Connect on my computer?

Adding Favourites

To add a Favourite, follow the steps below:

1. Go to MyDrive.

2. Click on the My Places menu.

3. If you are not already logged in with your TomTom-account, log in now.

4. Click on Favourites then click on Add a new place.

5. Search for the location you want to add. You can search using an address or coordinates.

6. Give your Favourite an optional name.

7. Once you’ve finished, click Done. You can see your Favourite immediately in the

MyDrive map.

8. To see the Favourite on your device, log in to your TomTom-account on your device

[show me how...]

Tip: You can also add a Favourite either by zooming and panning on the map to find the desired

location, or using the Search menu. Once you’ve found the location, use the menu button to

store the location as a Favourite by adding it to My Places.

Adding POI files

You can import OV2 files with a maximum size of 2MB from your computer using the following

steps:

1. Go to MyDrive.

2. Click on the My Places menu.

3. If you are not already logged in with your TomTom-account, log in now.

4. Click on POI files.

5. Click Import POI file.

6. Click Select File to browse your computer for the file you want to upload.

7. If your device is connected to your computer with a USB cable the .OV2 file will be

synced right away. If not, syncing will happen the next time you switch on your device

and log in to your TomTom-account [show me how...]

You will find your POI files under the My Places menu on your device. The My Places category

will have the same name as the OV2 file you uploaded.

Tip: You can display your POIs on the map with a custom icon. Go to Settings in the main menu

on your device, tap Appearance then Show POI lists on map and select a POI category and

icon.

Adding GPX files

You can import GPX (track) files with a maximum size of 15MB from your computer using the

following steps:

1. Go to MyDrive.

2. Click on the My Routes menu.

3. If you are not already logged in with your TomTom-account, log in now.

4. Click Import a GPX file.

5. Click Select File to browse your computer for the file you want to upload.

6. Once the GPX file is uploaded the tracks are extracted and show under the My Routes

menu.

7. If your device is connected to your computer with a USB cable the track will be synced

right away. If not, syncing will happen the next time you switch on your device and log

in to your TomTom-account [show me how...]

Send to device

Once you’ve found the location you want to drive to, you can select Send to device to set the

location on your device. If you are logged in to your TomTom-account on the device, the

destination shows up on your device immediately.

Getting a GPS signal on your navigation device

IMPORTANT: If your navigation device doesn't receive a GPS signal, you might be impacted

by the GPS Week Number Rollover. Click here for more information.

If your navigation device doesn't receive a GPS* signal, your driving view may appear grey,

your location icon may appear grey, or you may see an error message on the screen, depending

on which device you have. Note that even under optimal circumstances it can take a couple of

minutes for your device to receive a signal.

There are several possible causes for GPS issues. Follow the checklist below to find the solution

that works for you.

 Your view is obstructed. If you are in a wooded area, near tall buildings or water it can

take longer than normal for your device to receive a GPS signal. Try moving to an area

with an open view of the sky if possible.

 The software or QuickGPSfix file for your device needs to be updated. In order to

quickly receive a GPS fix, your device needs to have the latest software installed.

Connect to TomTom HOME or MyDrive Connect and download any software and

QuickGPSfix updates.

Detailed steps for devices that use MyDrive Connect

Detailed steps for devices that use TomTom HOME

If you have a connected device that receives TomTom Services through your Smartphone

or a built-in SIM card, you receive automatic updates for QuickGPSfix as soon as they

are available. For Smartphone Connected devices you need to connect to a compatible

Smartphone in order to receive updates.

 You have moved to a different location since last using your navigation device. If you've

moved a significant distance, for instance by plane, since last using your navigation

device, it can take up to 45 minutes to receive a GPS fix.

 Your navigation device is not working correctly and needs to be reset. In some cases, if

the software on your navigation device is not working as expected, you may need to reset

the device. See how to reset your device here. Note that it can take a little while after

resetting a device before you receive a GPS signal.

*Some newer TomTom navigation devices use the GLONASS system in addition to GPS but the

steps remain the same. For more information about GPS and GLONASS, see our glossary.

Installing MyDrive Connect

Click here to see which products/categories this applies to.

For detailed steps to install MyDrive Connect, select your operating system below.

Windows

Mac OS X

The steps below refer to Internet Explorer. If you are using another browser the steps may vary.

1. Make sure your computer is compatible with MyDrive Connect .

2. Download MyDrive Connect:

Download for Windows Do you use Windows XP or Vista ? Download here

We recommend downloading the file to your computer by clicking Save.

3. Once the download is complete, click Run.

Note: If you accidentally close the Download complete window, locate the file

InstallMyDriveConnect.exe on your computer and double-click it.

4. If you get a User Account Control window, click Yes. If you get a security warning,

click Run.

5. To read the end user licence agreement, click the link Licence Agreement.

6. To accept the terms in the licence agreement, select I Agree, then click Next.

7. Click Install to accept the default installation folder, or click Browse to select a different

installation folder and then click Install.

Once the installation of MyDrive Connect has completed, a pop-up will ask you to confirm the

settings. You can select any of the options and click OK. Then you can connect your navigation

device to start using MyDrive Connect.

 If you already have a TomTom account, you can now log into MyDrive Connect to

manage the content of your navigation device.

 If you are a first-time user, you need to create a TomTom account and then log in to

manage the content of your navigation device through MyDrive Connect

Navigation device not starting or displaying a cross

Your navigation device shows a spinning cogwheel or a spinning wheel and then a device with a

red cross on the screen when the TomTom software is not installed correctly.

First, you must reset your navigation device to see if that resolves the issue.

Step-by-step instructions

1. Charge your device for at least 2 hours.

2. Make sure that you are using the latest version of MyDrive Connect.

3. Click the MyDrive Connect icon ( or or ) in the Windows notification area or

Apple menu bar and then click MyDrive Connect.

4. Connect the USB cable that came with your navigation device to your computer.

Important: Do not connect the USB cable to your navigation device yet.

Tip: You should plug the USB connector directly into a USB port on your computer and

not into a USB hub or USB port on a keyboard or monitor. Use ONLY the cable supplied

with your device. Other cables may not work. You cannot use the mount to connect your

device to your computer.

5. Switch on your navigation device.

6. Press and hold the On/Off button. Do not release the On/Off button when the device

restarts with a drum sound. Instead, keep holding the On/Off button until the device

shows a black screen with white text. Only release the On/Off button when you see that

screen. This can take 10 seconds or longer.

7. While the black screen with white text is displayed, press and fully release the On/Off

button 3 times, quite quickly as in "1-2-3". Getting this timing right is one of the critical

steps of this process.

The screen goes black, and then after a few seconds the device reboots into recovery

mode. It shows a screen with a spinning cogwheel or wheel depending on which device

you have.

If you do not see a spinning cogwheel or wheel, turn off your device and start again from

step 6.

8. Quickly connect the USB cable to your navigation device. You need to connect the cable

while the spinning cogwheel or wheel is shown.

9. As soon as your device is connected to the computer MyDrive Connect starts restoring

the TomTom software on your device.

Do not disconnect your device.

You can check the progress in MyDrive Connect.

Critical: The recovery process can take between 5 and 30 minutes, depending on your

internet connection. Do not disconnect your device from your computer during the

recovery process or you might corrupt the device. Even when 100% of the download is

done, leave your device connected.

Wait for your navigation device to restart.

10. Once your navigation device has restarted you can disconnect it from the computer.

If the software was restored successfully the device will start normally without displaying a red

cross.

My device is connected to the computer, but nothing

happens.

Click here to see which products/categories this applies to.

You need to have MyDrive Connect installed on your computer in order to communicate with

your device. If you do not have MyDrive Connect installed, see How do I install MyDrive

Connect on my computer?

Make sure that your navigation device is connected

When you start up MyDrive Connect you see the name of your device and the connection status

on the main screen.

If your navigation device shows as not connected, check the connection between your navigation

device and your computer. more

Windows

Mac OS X

 Reset your navigation device and make sure that your device is switched on before you

connect it to the computer.

[ show me how... ]

 Connect your navigation device to a different USB port on your computer.

You should plug the USB connector directly into a USB port on your computer and not

into a USB hub or USB port on a keyboard or monitor.

 We recommend that you always use the original USB cable provided with your device,

however, in rare cases the USB cable may have developed a fault. To test this, try

connecting your device using a different USB cable.

 Make sure you are logged in as an 'Administrator' to ensure that you have sufficient rights

to connect new hardware to your computer.

 Make sure you have the latest Service Pack for Windows installed.

 Firewalls, antivirus scanners and pop-up blockers can also interfere with MyDrive

Connect. It may be necessary to configure your firewall and router to allow MyDrive

Connect full access to the internet.

 If you are using MyDrive Connect on a business network, for example at your workplace,

be aware that your company may have restrictions and access policies that may prevent

MyDrive Connect from connecting to TomTom servers. Also, if you are using a public

network, it could be an unstable internet connection and could cause a download or an

installation failure.

Downloading and installing your map (MyDrive Connect)

Before you start

1. Make sure that you are using the latest version of MyDrive Connect.

2. Check if there is sufficient free space on your computer. You need a minimum of

8GB. more

Note: Security settings on your computer or internet router may prevent MyDrive Connect from

downloading files. For more information, go to What should I know before downloading

updates?

Tip: To save time, you can set MyDrive Connect to download updates automatically even when

your device is not connected. You can then install the updates next time you connect your

device. To use this feature, go to Settings, open the Downloads tab and select to Schedule the

download of updates.

Downloading and installing your map

1. Connect your navigation device to your computer. Switch on your device.

2. If MyDrive Connect doesn't open automatically, click the MyDrive Connect icon ( or

) in the Windows notification area or Apple menu bar and then click MyDrive

Connect.

3. If you are not already logged in, enter your email address and click Log in. You can

select "Remember my email address" so you don't have to enter it next time.

4. You see an overview of the number of available updates ready for your device and, if

applicable, any items which have expired or are about to expire.

5. Click My Content at the top left of the page.

6. Under MY MAPS, click Update on the map you want to update.

Note: This button is called Install if the map is not installed on your device. Click Install

to install the map on your device.

MyDrive Connect downloads and installs the map on your device.

Note: As long as there is enough space in the internal memory of your navigation device,

MyDrive Connect installs your map in that memory. If there is not enough space in the

internal memory, MyDrive Connect lets you create free space in the internal memory or,

if available, use a memory card installed in your device.

During the download and installation, MyDrive Connect shows the progress of the two

operations: download to the computer and then installation on the navigation device.

Important: Do not disconnect your navigation device. Your navigation device will

display a message to say when it is safe to disconnect it.

Once the installation is complete, you will see the message YOU'RE READY TO GO! in

MyDrive Connect. Click the My Content button to return to the MY CONTENT page.

7. When you see the message on your navigation device that the installation has completed,

disconnect your navigation device from your computer.

You can now use your navigation device with the installed map.

Note: If you have installed a map of a new region, you have to switch maps on your

navigation device to use that map

Navigation device not connecting to computer (MyDrive

Connect)

If your computer doesn't detect your navigation device while it is connected, we advise you to

check if the USB cable is connected properly.

 You should plug the USB cable directly into a USB port on the computer and not into a

USB hub or USB port on a keyboard or monitor.

 Use only the USB cable supplied with the device. Other USB cables may not work.

 Some devices come with a car mount that can also be used to charge the device using the

computer.

Note: You cannot use the car mount when installing updates on your navigation device, because

the car mount will not be recognised by the computer. You must connect the USB cable directly

to the device.

Important: Make sure you have the latest version of MyDrive Connect installed on your

computer.

Didn't solve the issue?

If the device is still not recognised, the software, or driver, required to detect the device may not

be installed correctly.

By default, the computer will automatically download and install the driver when the navigation

device is connected. However, this feature may have been disabled by a computer setting or by

your company’s security policy.

Watch video

For detailed steps to resolve this issue, select your operating system below.

Windows

Mac OS X

When Windows Device Manager fails to assign the driver automatically, you can install it by

following the steps below.

1. Open Windows Explorer, right-click Computer (or My Computer) and select Manage.

Note: If you receive a message asking to confirm administrator permission, confirm by

clicking Yes or OK.

2. Select Device Manager.

3. Double-click Network Adapters.

The navigation device can be listed as "unknown device", "TomTom #...", where ... is a number,

"RNDIS" or "Remote NDIS Compatible Device".

Note: if the device is not listed under Network Adapters, double-click Other devices

For detailed steps to resolve this issue, select the device that is listed, below.

 Unknown device

 TomTom #... / RNDIS / Remote NDIS Compatible Device

If the navigation device is listed as "unknown device", follow these steps.

1. Right-click "Unknown device" and select Uninstall.

2. Soft reset the navigation device. For help, see How do I reset my device if it freezes or

does not start?

3. Restart the computer.

When the computer has restarted, the navigation device should be recognised when you connect

it to the computer.

TomTom GO 620 Troubleshooting Manual

Brand: TomTom

Model: GO 620

Type: Troubleshooting Manual

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TomTom GO 620 Troubleshooting Manual

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