Using Windows 10, MyDrive Connect does not recognise my device

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When you connect your navigation device to your computer and the computer recognises your device, the device displays the Network Status screen with the message "Your computer and device are now connected".

When you are using Windows 10, MyDrive Connect may not be able to recognise your navigation device when you connect it to your computer. If you don't see the Network Status screen, first make sure the USB cable is connected directly to your computer and not to a USB hub.

Important: Make sure that you are not using the windscreen mount to connect to your computer.

Please note that programs such as anti-virus or firewall software may prevent MyDrive Connect from recognising your device. You can check the settings of those programs to be sure they allow connectivity with external hardware.

If your device is still not recognised by your computer, do the following:

  1. Turn your device on.
  2. Connect your device directly to your computer and not to a USB hub or keyboard.
  3. Reset your device.
  4. To do this, see our FAQ How do I reset my device?

If your device is still not recognised by your computer, do the following:

  1. Uninstall the driver.
  2. To do this, open Device Manager by right clicking the Start button and click Device Manager.

    In Device Manager, double-click Network adapters to open it. Right-click TomTom and click Uninstall.

    Tick the box in the confirmation window to confirm that the driver software will be deleted and click OK.


  3. Disconnect the device from the computer.

  4. Uninstall MyDrive Connect.
  5. To do this, open Programs and Features by right clicking the Start button and clicking Programs and Features.

    You will see MyDrive Connect in the list of installed programs.

    Select it then click Uninstall/Change. Confirm the action by clicking Uninstall.


  6. Restart the computer.

  7. Reinstall MyDrive.
  8. For instructions on how to install MyDrive Connect see our FAQ: How do I install MyDrive Connect on my computer?


  9. Reset your device.
  10. To do this, see our FAQ How do I reset my device?


  11. Reconnect your device to the computer.
  12. Windows will automatically update the latest drivers for your device and MyDrive Connect should now recognise your device.

If MyDrive Connect does not recognise your device after following these steps, connect your device to another computer. If your device is still not recognised, click here to contact us.

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