Tom Tom 5 re-install

I had a problem with my PDA Tom Tom 5, it kept freezing and could not get it to load. I decided to remove the programme from my PDA and reinstall it. I used the remove programmes but the disc would not load onto my PDA. It says “unable to retrieve mobile device information, please reconnect and try again” yet the PC and active sync says it is connected, also when I try to explore whats on my PDA from active sync it comes up with “critical communication services have failed to start. Try resetting mobile device then connect again” again active sync shows a connection. I have an upgrade to Tom Tom 5 on my HP 5500, I now have over £500 of PDA and GPS that I cant get to work, any help with this would be much appreciated.

Regards Dave

Usually a hard reset will rectify this. However try a soft reset first as this involves less messing about with backups etc.

Originally Posted by daveburnett99

.........It says “unable to retrieve mobile device information, please reconnect and try again” yet the PC and active sync says it is connected, also when I try to explore whats on my PDA from active sync it comes up with “critical communication services have failed to start. Try resetting mobile device then connect again” ...............
Regards Dave

I have had the same experience and Tomtoms support team got me going again. If you can just follow the instructions in this cut and paste job from the reply I got.

Thank you for your mail. Please first check if your PDA is compatible with Navigator 5. Please refer to the following FAQ to see a list of currently supported devices.

http://www.tomtom.com/3094

If your device is compatible, please check the following:

Ensure that you have the latest version of Activesync ( 3.8). This is a free download from (www.microsoft.com). Also ensure that if you are on a network that you have full adminstrator rights.

If security settings are set too high this can also affect installation.

Then, carry out the following installation:

1) Soft reset your PDA.
2) Go to Add/remove programs on the PDA, remove all TomTom, maps, and GPS connections.
3) Visit our website, download, and install the TomTom 3.07 GPS driver (http://www.tomtom.com/1438)
4) Install the TomTom GPS 3.07 driver
5) Connect your PDA to the PC via microsoft activesync
6) Insert the TomTom Navigator 5 "Application/Manual" CD. Follow the setup instructions.
7) When finished, insert a map Cd. Follow the setup instructions.

Reset your PDA whenever prompted to do so.

With best regards,

The TomTom Customer Support Team

It worked for me so I hope you get going again soon.

Best Regards