Frequently Asked Questions

We highly value our users’ privacy. Unlike other navigation apps, such as Google Maps and Waze a.o., we do not collect any location or user data, nor do we share this information with third parties.

Navigator only requests access to the essential data needed to provide you with the expected functionality and features.

• access to location given
  by device GPS – for navigation and location features
• notifications permission – for an easy access to the app from the notification area and information on new updates
• access to read and write to internal storage or SD card – for maps storage and their use
• permission to read phone state (only Android 10  and lower) – for identification of your purchases

If Navigator cannot find your route, please check whether your start and/or destination is not set in a restricted area (private parking etc.). If so, try moving the location to a standard/non-restricted road.
Also, check your vehicle settings in Settings/Vehicle profiles to ensure that relevant road types have not been disabled and correct vehicle profile is set.

If the problem persists, please contact our Support team by email with the exact GPS coordinates of your start point, waypoints, and destination so we can investigate further.

1. Go to your device’s Android settings.
2. Navigate to Application manager > Navigator > Storage > Clear data.
3. Reboot your device
4. Restore your Navigator settings.

If you are using NavigatorFREE with maps from OpenStreetMaps, all map updates are for free.

Professional TomTom maps are a paid add-on. Navigator subscribers (Android and iOS yearly maps or PRO subscription) have all quarterly TomTom map updates included in their subscription.
If you are using PC/Pocket Navigator (Windows) with TomTom maps, we offer a discount for the TomTom map upgrade.

OSM maps are updated monthy. New TomTom maps are released aprox. every 3 months.

• iOS The log files can be sent from the Main Menu of Navigator – Settings – Advanced – Report a problem. Please describe in detail the problem and what was foregoing it.
• Android The log files can be sent from the Main Menu of Navigator – Settings – Advanced – Send logs. Please describe in detail the problem and what was foregoing it.
• PC Navigator – Windows
  Run Navigator Setup Utility on your PC by START/Programs/Navigator X/Setup Utility/Setup Utility. Click on “Send error report”. Please describe in detail the problem and what was foregoing it.
• Windows Phone a Windows 10 Mobile
  The log files can be sent from the Main Menu of Navigator – Settings – App – Send feedback – click on “Send Feedback” button and choose to include log files in your message. 

PC and Pocket Navigator will work with any GPS device that can output NMEA data. This is the standard output format that is support by 99% of all GPS manufacturers. You can use for example this GPS/GLONASS USB device.

Note: Be aware, that not all GPS devices work with OS Windows 10.

Go to My Computer/Control Panel/System/Hardware/Device Manager. In the list expand Ports (COM & LPT). Your device should be listed here.

There is nothing wrong in this instance. In fact, if you see this message, it means that the GPS is connected and communicating with MapExplorer. The message is simply a warning that a position cannot be displayed because the coordinates being sent by the GPS are outside the currently opened map.

There are two reasons for this:

1. If you have an older version of MapExplorer, make sure that you have the correct map opened.
2. The GPS has no signal. This is generally a problem with brand new units which have never acquired a signal in your country. Most devices remember their last position and transmit it when they have no signal. The GPS is probably reporting a position from the country of manufacture. The problem will disappear as soon as your GPS acquires a signal in your country.