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andy-xr

Original Poster:

9,266 posts

84 months

[news] 
Friday 14th November 2008 quote quote all
Plugged my TT One v2 in, Home decided it needed an update, and now none of my stuff is in the damn thing. And I hadnt backed up a few new favourites, damn piece of st

Anyone else had this problem?

robwales

1,196 posts

90 months

[news] 
Friday 14th November 2008 quote quote all
Had exactly the same problem as you.
Luckily I didn't have many favourites and I had a backup. But also it wiped my "warn near POI" alerts for 30 types/limits of speed cameras.

Courtesy of Andy_P at PocketGPSWorld:
said:
If you have a look at some of the other recent posts, you'll see this is normal behaviour. The latest update needs to re-write the MapSettings file where your favourites and recent destinations are stored as the file format is different.
If you have a backup, you can easily recover them. Mike Alder wrote up the steps in one of the posts.

RUSSELLM

4,948 posts

127 months

[news] 
Saturday 15th November 2008 quote quote all
Mine's recently come back from repair & it suggested I connect to tomtom home. After the repair the favourites were still in it, but tomtom home deleted mine aswell last week.

andy-xr

Original Poster:

9,266 posts

84 months

[news] 
Saturday 15th November 2008 quote quote all
I dont remember seeing a warning that it would alter the content, and I'm normally quite careful with that kind of thing.

Reasons not to buy another TomTom #1

AAT1981

380 posts

71 months

[news] 
Tuesday 18th November 2008 quote quote all
andy-xr said:
I dont remember seeing a warning that it would alter the content, and I'm normally quite careful with that kind of thing.

Reasons not to buy another TomTom #1
Same as, no warnings, all my fav's gone....

Never buy another crap nav.
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andy-xr

Original Poster:

9,266 posts

84 months

[news] 
Wednesday 19th November 2008 quote quote all
Looking again at it, there's a list of changes which directs you to the website, in my case www.tomtom.com/6141

It still doesnt warn you that you'll lose the favourites though

tomtom website said:
Version 7.900
(TomTom GO, GO x00, GO x10, ONE 1st Edition, ONE 2nd Edition)

Support for map version 8.15
Not being entirely happy with that I called TomTom support. I've heard a few things about the level of their support, so was quite surprised when they answered the phone.

Apparently the map update and wiping of the favourites is a bug thats only recently been discovered, and there's a way to retrieve the old favourites. The support guy is going to email it to me, I'll post if if different to what anyone else has added


RUSSELLM

4,948 posts

127 months

[news] 
Wednesday 19th November 2008 quote quote all
Please do post it, as that latest version of home appears to have deleted my old version, that had my back ups on it.

Thanks smile

andy-xr

Original Poster:

9,266 posts

84 months

[news] 
Wednesday 19th November 2008 quote quote all
Not so good news I'm afraid.

Raise a support call to let them know if you're unhappy about the wipe, but dont expect a fix if you've not backed everything up

Here's the outcome of my incident, I've edited out some details

Discussion Thread
Response (Bobbie F. (UK)) 19/11/2008 01.38 PM
Dear Mr andy-xr,

Thank you for contacting TomTom Customer Support with regards to your <insert issue here>
Your reference for your query is


Just to reiterate I apologise if I misled you in this situation. As I stated on the phone this does not happen often and when it does it only seems to have done it with the 7.9 application. We certainly don't want you to lose confidence in our product as we are constantly trying to make improvements with our updates to make the our TomToms work more efficiently.

Just in case you want to update your device again when it prompts you I suggest you back up your device manually (just to protect the information you have stored). Here is the procedure.


STEP 1 Create a backup folder

- Connect your TomTom to your computer and switch it on
- On a PC, create a new folder on your desktop and call it 'Backup'

- On a Mac, create a folder on the desktop and call it 'Backup'.


STEP 2 Copy the contents of your TomTom to your Backup Folder

- On a PC, Open 'My Computer', you will see the TomTom as a removable storage device, e.g. TomTom (Esmile, double left click into it.
- Click on Edit -> Select All, then click on 'Edit -> Copy'
- Go to your Backup folder on your desktop that you have created, double left click into it and click on 'Edit -> Paste'

- On a Mac, you will see the TomTom device on the Desktop, double click into it.
- Select and copy all of the contents of the TomTom device.
- Go to your backup Folder that you have created and double click into it.
- Paste all the files into the backup folder.

Please also look at the following webpage in how to do this:-
http://www.tomtom.com/3171

Depending on which TomTom device you have and which maps you have installed, a backup can take anything up to 1 hour to complete.

With Best Regards

The TomTom Customer Support Team

Bobbie

With Best Regards

The TomTom Customer Support Team
Customer ( 19/11/2008 01.13 PM
Hi Bobbie

Thanks for your quick response.

Please find contact numbers below;




Andy
Response (Bobbie F. (UK)) 19/11/2008 01.03 PM
Dear

We would like to thank you for your correspondance with TomTom Customer Support.

I would like to talk to you about this situation.

Please state the phone number that I can call you on, and also state the best times to contact you between the hours of Monday to Friday 9am to 5.30pm.


When you call us, please quote the Reference Number of this email communication:-

With Best Regards
Bobbie
TomTom Customer Support Team
Customer ( 19/11/2008 12.48 PM
Hi Bobbie

Thanks for the email.

In our conversation we discussed that I had not backed up my device in around 6 months, and that installing 7.900 to my One v2 had wiped favourites.

While I could restore from my previous backup, you suggested that it may be possible to recover the "lost" favourites post backup.

This appears to not be the case.

The list of updates on HOME do not make any mention of the feature/characteristic/bug which basically deletes content, all it says on HOME is "We recommend you update so you have the latest features and the best performance on your TomTom"

I agree with that, and checked the warnings...:

"For a list of changes made in this application please see www.tomtom.com/6141"

So, 6141 tells me:

"Version 7.900
(TomTom GO, GO x00, GO x10, ONE 1st Edition, ONE 2nd Edition)

Support for map version 8.15 "

It does not mention that it will delete favourites and alter content

I think you need to look at firstly adding a warning to the website and HOME, secondly there may be a legal position of altering personal content and information

I've lost confidence in TomTom to support their products because of this, and will consider moving to another technology

I look forward to your response
Response (Bobbie F. (UK)) 19/11/2008 12.13 PM
Dear Mr

Thank you for contacting TomTom Customer Support
Your reference for your query is

Unfortunately this will only bring back the favourites you have saved from the last backup.

- Connect your device to the pc

- Copy the mapsettings.cfg out of the mapfolder from the backupfolder to the mapfolder on the device

- Start TT home and go to operate my device

- Go to Change Preferences > Manage POIs (you need to have ‘Show all menu options’ enabled)

- Tap Add POI category

- Type a name for the POI category (i.e. Favourites)

- Select a marker (icon) for the POI category, which will appear on the map

- Tap Add POI and select the category you have just created

- Tap Favourites and select the Favourite you would like to add to this POI category

- Do not rename the poi

- Now for the other favourites > add poi> select the same favourites category> tap favourite> Select the desired favourite and add



With Best Regards

Bobbie

The TomTom Customer Support Team

Should you wish to update your TomTom Question, please log in to your TomTom account via the TomTom website.
Click on 'Support -> My Questions History', click on the title of your question then click on 'Update Question'.

You can also attach documents to the question by clicking on 'Browse' and find the document you wish to attach to the question, then click on 'Add Attachment'.

Question Reference #
Product Level 1: All-In-One Navigation
Product Level 2: TomTom ONE 2nd Edition
Category Level 1: TomTom HOME
Date Created: 19/11/2008 12.01 PM
Last Updated: 19/11/2008 01.38 PM
Status: Answered
App version:
Operating system PC:



Ranger 6

4,710 posts

129 months

[news] 
Wednesday 26th November 2008 quote quote all
Yup, just upgraded mine and that fix doesn't work....

MarkwG

1,193 posts

69 months

[news] 
Monday 1st December 2008 quote quote all
Kind of, oh sh!t, but at least I'm not the muppet I thought I was...! Bloomin' 'puters, where's me map...

Ranger 6

4,710 posts

129 months

[news] 
Monday 1st December 2008 quote quote all
Couldn't be arsed to mess the other night. Having read the thread before updating I had backed it up - then restored it to see what happened - bingo favourites back smile

Tip: don't use TT home to back it up, just copy the contents of the SD card and then copy back again once you've done the firmware upgrade.

HTH
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