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Hema Alpha Program

UPDATE TO HEMA DIGITAL PLATFORM DISRUPTION

We are contacting you as a valued customer about significant and ongoing disruption to a number of Hema Maps digital products and services. The following products and services have been impacted:

    • Hema HX-2 GPS device
    • Hema HX-2+ GPS device
    • AeroPro AMHXD-3
    • HXD-N in-dash device
    • 4x4 Explorer - iOS App
    • 4x4 Explorer - Android App
    • Hema Maps Cloud - cloud.hemamaps.com/ 

 

Two key issues are affecting customers' use of Hema Maps digital services. While the core functionality of our devices and apps continues to work, the following matters may impact the usability of some of the above products and their functionality:

    1. Hema Maps Cloud remains offline
      Cloud.Hemamaps.com may remain offline for some time. While still secure, this will mean no access to your account information, subscription details, or synced data for the time being. We understand and apologise for the significant inconvenience caused by this disruption. We are confident that your data is safe and secure, and we are working to regain access for our customers to this information.


    2. Software updates with critical errors
      The following software updates were issued last week by the developer without the knowledge or acceptance of Hema Maps and are causing significant impacts to customers as they affect software functionality and restrict access to customer information:
      • Hema HX-2+ Version 1.1.5
      • Hema HX-2 Version 1.5.6
      • AMHXD-3 and HXD-N Version 1.1.6
      • 4X4 Explorer iOS and Android app Version 2.0.6

 

 

PLEASE DO NOT INSTALL THESE VERSION UPDATES AS THEY WILL MOST LIKELY RENDER THE SOFTWARE INOPERABLE.

 

 

Next steps:

  1. If you have NOT installed the updates listed above:
    Hema devices: avoid installing any further software updates or map updates until we notify you. Your device will continue to operate normally, in particular if operating offline.
    4x4 Explorer App: Switch app to offline mode and continue to use the app with your previously downloaded maps.It is important that you turn off automatic updates on your device to avoid it updating inadvertently. 
    Our recommendation is to use your existing versions offline where possible.
  2. If you have experienced performance issues using one of our products:
     Please contact appsupport@hemamaps.com.au for further instructions. 

More information can be found here: kb.hemamaps.com/license-activation-failed

 

Our commitment to you:  

We understand how essential the Hema Cloud service is to your adventures and daily navigation, and we are committed to resolving this situation as soon as possible. While we work towards a solution, please know that we are here to support you every step of the way.

Need assistance? 

Our customer support team is available to assist you with any questions or concerns you may have, including guidance on securing your important trip data. Please contact us at appsupport@hemamaps.com.au and we will do everything we can to provide the help you need. 

We will continue to update you as we work through this process. Thank you for your understanding, patience and continued trust in Hema Maps.