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TomTom Retail Portal

TomTom Traffic or LIVE Services isn't working

In some cases you may not be able to activate LIVE Services. The traffic bar stays grey.

Note : If you see an error message displayed on your device, please write it down, as you may need this information later if contacting Customer Care.

How to solve this depends on the type of navigation device you have. Find your device model in one of the sections below:

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, GO 520 Wi-Fi, GO 620 Wi-Fi, Rider 500, Rider 550, GO 5200 Wi-Fi, GO 6200 Wi-Fi, GO PROFESSIONAL, VIA 53

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Links mentioned in video: Smartphone Connected
Transferring items from MyDrive to your navigation device

To activate Traffic and Speed Cameras on your navigation device, do the following steps.

  1. Make sure that information sharing is enabled on your navigation device.
  2. Make sure that your device has a valid GPS signal . You should see your current positon on the driving view.
  3. Make sure your device is fully charged. A low battery may prevent your device from receiving TomTom Services.
  4. Make sure that you're in a country with TomTom Services coverage.
  5. For Smartphone Connected devices, make sure your phone is compatible and connected to your navigation device .

Note : TomTom Services are not available when your device is connected to your computer.

  1. If you see an error message when trying to use TomTom Services, do the following:

     

    1. Select the Main Menu button then select TomTom Services .
    2. Make sure that the Traffic service subscription is valid and activated.
  2. If you are still not able to access your services, reset your device to factory settings.

    Note: Resetting your device removes all your saved places and settings, including the language, the voice, and the warning settings.

      1. Select the Main Menu button in Map View or Guidance View to show the Main Menu.
      2. Scroll to the right of the screen and select the Settings button.
      3. Scroll to the right of this menu and select System .
      4. In the System menu, select Reset .
      5. Select Reset again to confirm.
      6. A warning screen appears to confirm the deletion of your saved places and settings. Select Reset to confirm.

    Your device resets and restarts.

    1. To sync with MyDrive, log in to your TomTom account in the TomTom Services menu on your device.
  3. If you still cannot see TomTom Services on your navigation device, wait one hour then try to connect again.
    If the issue persists contact TomTom Customer Care.

GO LIVE 1000 series, GO LIVE 800 series, Via LIVE series, PRO 5150 TRUCK LIVE, Blue&Me TomTom 2 LIVE, Mazda Navigation System NB1 LIVE, Sony XNV LIVE, TomTom Connect

To activate LIVE Services on your navigation device, perform the following steps. Please test after every step if LIVE Services are active again.

  1. Make sure that information sharing is enabled on your navigation device.
  2. Make sure that you have a valid GPS signal .
  3. Make sure your device is fully charged or connected to a charger. Low battery may prevent your device from receiving LIVE Services.
  4. Make sure that you're in a country with LIVE Services coverage.
  5. Check that your navigation device is connected to TomTom LIVE Services:

    From the Main Menu, tap Settings , Connections then tap Network .

    Note : For Mazda Navigation System NB1 LIVE: From the Main Menu, tap Settings and Status & Information , then tap Version information and Network .

    The status should be CONNECTED .

    If the status is NOT CONNECTED , check again after completing all troubleshooting steps, and make a note of the connection status in case you need to contact Customer Care.
  6. Check that LIVE Services are activated on your navigation device.
    1. From the Main Menu tap Services and then tap My Services .
    2. Make sure that the Traffic service subscription is valid and activated.
  7. If you are still not able to access your LIVE Services, reset your device to factory settings.

    Note: This removes all personal settings including Favourites. You can back up your Favourites first using MyDrive Connect.

    1. Tap Settings in the Main Menu.
    2. Tap Reset factory settings .
    3. When prompted to select a language, do a soft reset on your navigation device as follows:
      Press and hold the On/Off button until you hear the drum sounds and the device restarts. This can take 30 seconds or more.
    4. Select your preferred settings, then wait for a valid GPS signal.
  8. If you still experience an issue with the LIVE Services, please try again later. If the issue persists contact TomTom Customer Care.

GO x50 LIVE, GO x40 LIVE

If you are unable to use LIVE Services on your navigation device, the Traffic bar looks like one of the pictures below:

Image

Exclamation mark		 Image

White X		 Image

Message
NO SIGNAL 		Image

The traffic bar
stays grey.

 

To solve this, perform the following steps. Please test after every step if LIVE Services are active again.

  1. Make sure that information sharing is enabled on your navigation device.
  2. Make sure that you have a valid GPS signal .
  3. Make sure your device is fully charged or connected to a charger. Low battery may prevent your device from receiving LIVE Services.
  4. Make sure that you're in a country with LIVE Services coverage.
  5. Check that your navigation device is connected to TomTom LIVE Services:
    From the Main Menu, tap Status & Information > Version information > Network .

    The status should be CONNECTED .

    If the status is NOT CONNECTED , check again after completing all troubleshooting steps, and make a note of the connection status in case you need to contact Customer Care.
  6. Check that LIVE Services are activated on your navigation device.

    1. From the Main Menu tap LIVE Services and then tap My Services in the bottom left corner.
    2. Make sure that the Traffic service subscription is valid and activated.
  7. If you are still not able to access your LIVE Services or you see the error code 2024 (unknown username and password combination), reset your device to factory settings by following the steps below. Do not log in on your device after a factory reset. Your LIVE services will start automatically.

    Note : This removes all personal settings including your Favourites. We recommend that you make a backup by clicking Back up and restore in TomTom HOME before you continue.

    1. Tap Change preferences in the Main Menu.
    2. Tap Reset factory settings .
    3. When prompted to select a language, press and hold the On/Off button until the device restarts and you hear the drum sounds. This can take 30 seconds or longer.
    4. Select your preferred settings, then wait for a valid GPS signal.
  8. If you still experience an issue with the LIVE Services, please try again later. If the issue persists contact TomTom Customer Care.

XL IQ Routes LIVE

If you are unable to use LIVE Services on your navigation device, the Traffic bar looks like one of the pictures below:

Image

Exclamation mark		 Image

White X		 Image

Message
NO SIGNAL 		Image

The traffic bar
stays grey.

 

To solve this, perform the following steps. Please test after every step if LIVE Services are active again.

 

  1. Make sure that information sharing is enabled on your navigation device.
  2. Make sure that you have a valid GPS signal .
  3. Make sure your device is fully charged or connected to a charger. Low battery may prevent your device from receiving LIVE Services.
  4. Make sure that you're in a country with LIVE Services coverage.
  5. Check that your navigation device is connected to TomTom LIVE Services:
    From the Main Menu, tap Change preferences > Version information > Network .
    The status should be CONNECTED .
    If the status is NOT CONNECTED , check again after completing all troubleshooting steps, and make a note of the connection status in case you need to contact Customer Care.
  6. Check that LIVE Services are activated on your navigation device:

    From the Main Menu tap LIVE Services and then tap My Services in the bottom left corner. Make sure that the Traffic service subscription is valid and activated.
  7. If you are still not able to access your LIVE Services or you see the error code 2024 (unknown username and password combination), reset your device to factory settings by following the steps below. Do not log in on your device after a factory reset. Your LIVE services will start automatically.

    Note : This removes all personal settings including your Favourites. We recommend that you make a backup by clicking Back up and restore in TomTom HOME before you continue.

    1. Tap Change preferences in the Main Menu.
    2. Tap Reset factory settings .
    3. When prompted to select a language, press and hold the On/Off button until the device restarts and you hear the drum sounds. This can take 30 seconds or longer.
    4. Select your preferred settings, then wait for a valid GPS signal.
  8. If you still experience an issue with the LIVE Services, please try again later. If the issue persists contact TomTom Customer Care.