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. For help, see: How do I know if I'm using the latest version of MyDrive Connect?

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.

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" or "TomTom #...", where ... is a number.

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 #...

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.

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

  1. Right-click the TomTom navigation device (for example TomTom #2) and select Update Driver Software.
  2. Select Browse my computer for driver software and select the folder that is applicable for your computer’s operating system:
    • Windows – 64 bit: C:\Program Files (x86)\MyDrive Connect\Driver\INF
    • Windows – 32 bit: C:\Program Files\MyDrive Connect\Driver\INF
  3. Click Next to install the driver.
  4. When the installation has finished, restart your computer.

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

When the computer fails to assign the driver automatically, you can install it by following the instructions below.

  1. Click on the Apple menu in the top left hand corner of your screen and choose System Preferences.
  2. Open Network or Modem. You will see the navigation device listed as a network card or as a modem.

If the device is listed as anything else, follow the steps below.

  1. Select the network service for the navigation device in the left hand pane.
    Tip: If you are not sure which service refers to the device, disconnect it, then re-connect it to the computer.
  2. Delete the network selection service for the navigation device by clicking the minus (-) symbol at the bottom left and then click Apply.
  3. Click the plus (+) button at the bottom left and select the TomTom Interface.
  4. Click Create, then Apply.

The computer should now recognise the navigation device.

For more help, see our FAQ: My device is connected to the computer, but nothing happens.

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