| Recurring |
one_organization |
(a) The software failure incident related to TomTom's decision to stop providing map updates for older devices is an example of a recurring issue within the same organization. TomTom had previously promised 'a lifetime' of map updates for certain devices, but due to increased map sizes and software demands, they had to backtrack on this promise, leaving many customers with outdated devices [66883].
(b) This incident is not explicitly mentioned to have happened at other organizations in the provided article. |
| Phase (Design/Operation) |
design, operation |
(a) The software failure incident related to the design phase can be seen in the decision made by TomTom to stop providing map updates for older models of their navigation devices. The company mentioned that some of their older generation navigation devices do not have sufficient resources to run the newest maps and software available, citing memory demands for accurate mapping as the main reason for this move [66883].
(b) The software failure incident related to the operation phase can be observed in the backlash from users who were angered by the decision to stop updating maps for their devices. Users took to Twitter to voice their disgust at the company's decision, with some vowing to never use a TomTom device again. This backlash highlights the impact of the operation or use of the system on user satisfaction and loyalty [66883]. |
| Boundary (Internal/External) |
within_system |
(a) The software failure incident related to the TomTom devices can be categorized as within_system. The failure was primarily due to the company's decision to stop providing map updates and software support for older models [66883]. TomTom mentioned that the older generation navigation devices do not have sufficient resources to run the newest maps and software available, leading to the devices becoming inaccurate and out-of-date [66883]. This decision was driven by the increased memory demands for accurate mapping, with the size of maps growing significantly over the years, making it challenging for older devices to handle the updates [66883]. The company's move to discontinue support for these devices led to dissatisfaction among customers and backlash on social media platforms [66883]. |
| Nature (Human/Non-human) |
non-human_actions, human_actions |
(a) The software failure incident occurring due to non-human actions:
The software failure incident in this case is primarily due to the increasing memory demands for accurate mapping. TomTom mentioned that the size of maps has significantly increased over the years, making it challenging for older devices to handle the newer maps and software updates. This non-human factor of memory size growth is cited as the main reason for the decision to stop supporting certain older models [66883].
(b) The software failure incident occurring due to human actions:
The decision to stop providing map updates and software support for certain older TomTom devices was a result of a company policy change. TomTom communicated to customers via email that they would no longer be able to renew maps or receive new software updates for specific models. This decision angered many customers and led to backlash on social media platforms like Twitter. The company's clarification on the meaning of 'lifetime' support also contributed to the dissatisfaction among users [66883]. |
| Dimension (Hardware/Software) |
hardware, software |
(a) The software failure incident occurring due to hardware:
- The article mentions that older models of TomTom sat-nav devices will no longer receive map updates and new software updates because they do not have sufficient resources to run the newest maps and software available. The company pointed to the increased memory demands for accurate mapping as the main reason for this decision, indicating that the hardware of these older devices cannot handle the larger map sizes and software updates [66883].
(b) The software failure incident occurring due to software:
- The failure in this incident is primarily attributed to the software aspect, as the decision to stop updating maps and services for older TomTom devices was driven by the company's acknowledgment that the older generation navigation devices do not have sufficient resources to run the newest maps and software available. This indicates a limitation in the software compatibility and performance on these devices [66883]. |
| Objective (Malicious/Non-malicious) |
non-malicious |
(a) The software failure incident related to the TomTom sat-nav devices can be categorized as non-malicious. The failure was not due to any malicious intent but rather a decision by the company to stop providing map updates and software support for older models due to memory constraints and increasing map sizes over the years. This decision angered many customers who relied on the promised 'lifetime' updates for their devices [66883]. |
| Intent (Poor/Accidental Decisions) |
poor_decisions |
(a) The software failure incident related to the TomTom devices can be attributed to poor decisions made by the company. TomTom decided to scrap its promise of 'a lifetime' of sat-nav map updates for 66 older models, leading to anger among customers [66883]. The company mentioned that some older generation navigation devices do not have sufficient resources to run the newest maps and software available, indicating a lack of foresight in ensuring ongoing support for these devices [66883]. Additionally, the decision to discontinue map updates for numerous models, rendering them inaccurate and out-of-date, showcases a poor decision that has upset users and led to backlash on social media [66883]. |
| Capability (Incompetence/Accidental) |
development_incompetence |
(a) The software failure incident related to development incompetence can be seen in the case of TomTom scrapping its promise of 'a lifetime' of sat-nav map updates for 66 older models. The company mentioned that some of their older generation navigation devices do not have sufficient resources to run the newest maps and software available, leading to the decision to stop updating maps for these devices [66883].
(b) The software failure incident related to accidental factors can be observed in the case of TomTom facing backlash from users due to the decision to stop updating maps for older devices. Users expressed their anger and disgust on Twitter, showing that the decision was not well-received by customers and was likely an accidental consequence of the company's strategy [66883]. |
| Duration |
permanent |
The software failure incident reported in the article is more aligned with a permanent failure. TomTom announced that several older models of their navigation devices will no longer receive map updates or new software updates, rendering them out-of-date and less accurate [66883]. This decision by TomTom indicates a permanent cessation of support for these specific devices, leading to their eventual obsolescence. |
| Behaviour |
crash, omission, timing, value, other |
(a) crash: The software failure incident in the article can be categorized as a crash. The TomTom navigation devices are facing a situation where they will no longer receive updates and services, rendering them increasingly inaccurate and out-of-date. This can be seen as a failure of the system losing its state and not being able to perform its intended functions [66883].
(b) omission: The incident can also be related to omission as the older TomTom devices will omit to perform their intended functions of providing accurate navigation due to the lack of support for map updates and new software. This omission of essential updates will lead to navigation becoming less accurate for users [66883].
(c) timing: The timing of the software failure incident can be considered as a factor as well. The decision by TomTom to stop supporting older devices with map updates and new software can be seen as a failure in timing. The company's move to withdraw support comes at a time when the size of maps has significantly increased, making it challenging for older devices to handle the updates in a timely manner [66883].
(d) value: The incident can also be linked to a failure in value. Users who purchased TomTom devices with the promise of 'a lifetime' of map updates are now facing a situation where their devices will no longer receive these updates, leading to a decrease in the value of the product. This failure in providing the promised value of continuous updates has angered many customers [66883].
(e) byzantine: There is no clear indication of the software failure incident in the article being related to a byzantine behavior, which involves inconsistent responses and interactions within a system. The focus of the incident is more on the lack of support for older devices rather than on erratic or inconsistent behavior [66883].
(f) other: The other behavior exhibited in this software failure incident could be categorized as a failure in communication. The decision by TomTom to discontinue support for older devices without providing a satisfactory solution or compensation to affected customers has led to backlash and anger among users. The lack of effective communication and resolution strategy has contributed to the negative impact of the incident [66883]. |