GO Android app will not start - permanent app loading and spinning wheel

[purrlyne]

This problem started about a month ago. Almost every time I start the app, all I get is the 'app loading' message and the spinning wheel. The system is useless as it will not start 90% of the occasions I start it.

I have tried force stopping the app, deleting the cache, uninstalling and reinstalling the app. I have doine all these several times. Nothing works.

I sent a message to Tomtom a week ago saying all this. No reply.

Has anyone get any ides what I can try to solve this problem?

Thanks in advacne for any help you can give.

 

[Willy875]

Is your phone connected to the internet all the time?
Is it in airplane mode?

 

[purrlyne]

Phone is always connected either by WiFi or mobile phone network. Never in aeroplane mode or with data switched off.

 

[canderson]

Phone is always connected either by WiFi or mobile phone network. Never in aeroplane mode or with data switched off.

It would be VERY unusual if your phone could pass along a connection that it obtained via WiFi. Typically, a phone can only provide a WiFi hotspot if connected via cellular. If your phone is WiFi connected, I would not expect it to in turn provide data to your TomTom.

Be sure that this isn't why you sometimes have a connection and sometimes do not.

 

[purrlyne]

Phone is always connected either by WiFi or mobile phone network. Never in aeroplane mode or with data switched off.

But it worked perfectly for many years on several different phones. It has worked perfectly for over two years on my current phone. It now works only about 10% of the occasions I start the app and it doesn't matter wheter I am connected to wifi or the phone network.
A wifi connection provides data to the phone and therefore the Tomtom app in exactly the same way as the mobile phone network. The transfer of the mode of connection is seamless when moving from a wifi network to a mobile phone network. It has never caused a problem before.

It can't be the network connection for all the reasons I have put above. Has anyone got any ideas for what has changed in either the app or in the phone to cause this problem?

 

[canderson]

But it worked perfectly for many years on several different phones. It has worked perfectly for over two years on my current phone.

As may well be. But I'm warning you that when your phone's own data source is WiFi (home router, whatever), it will not act as a WiFi hotspot to yet another device. To provide WiFi data to another device, your phone needs to be connected to your cellular provider. If you're sitting in your driveway with your phone connected to your home WiFi, it's not going to supply any data to your TomTom. So be sure that's not the kind of situation you're dealing with.

I'm working from YOUR statement "Phone is always connected either by WiFi or mobile phone network."

The former connection is no good. Only the latter connection will work.

 

[kacnje]

Check if your internet connection goes through VPN.

 

[purrlyne]

Sorry, but think you misunderstand my messages. The Tomtom GO app is on my phone. There is no other device involved. There is no hotspot involved. The data only needs to be provided to the Tomtom app by the phone via whichever network it is connected to. I don't use a VPN.

So the problem is either being caused by the Tomtom app or the phone. It worked perfectly on this phone (a Samsung s20 FE) for over two years until about a month ago. It could conceivably be a problem with the phone, but highly unlikely as I get the same problem now with another phone I tried to use the app on.

 

[kacnje]

Here (check issue #20) is why I'm asking if you use a VPN.
If I use a VPN (which also blocks ads) I have the same problem.

 

[purrlyne]

And it makes no difference whether I am at home and connected to wifi, or a long way from home and the phone is connected only to the mobile network. In both cases the app will not launch 90% of the times I start it.

 

[purrlyne]

Thanks for the suggestion about the adblocker. I do use an adblocker (which I had not thought of as a VPN). However I have been using it for years without problems with Tomtom, so it seems unlikely, but I will disable the adblocker and see whether it work.

Thanks again.

 

[kacnje]

Yes, adblocker is the main problem. My English isn't good enough and maybe I wasn't clear.
Usually, VPN goes through AdBlock also and this causes the problem. Check.

 

[canderson]

Sorry, but think you misunderstand my messages. The Tomtom GO app is on my phone. There is no other device involved. There is no hotspot involved. The data only needs to be provided to the Tomtom app by the phone via whichever network it is connected to. I don't use a VPN.

So the problem is either being caused by the Tomtom app or the phone. It worked perfectly on this phone (a Samsung s20 FE) for over two years until about a month ago. It could conceivably be a problem with the phone, but highly unlikely as I get the same problem now with another phone I tried to use the app on.

You are indeed correct. I usually work only with the "new messages" feature here, not specific forum areas, and sometimes do not correctly observe which forum section a message is in. I see now that this has nothing to do with the PND side of TomTom and phone connections, just the Android GO app.

There is already a thread related to this issue, and TomTom is actively working on this one, and users have been discussing work-arounds. It seems to have to do with whether the phone has a proper connection to the internet that isn't interfering in some unexpected way with access to TomTom's servers. There appears to be quite a variety of ways for a user to get into this ditch, and different work-arounds for each. Of course, that should not be necessary for the app to start properly, which is why TomTom is involved.

Not possible to start TTGo Nav app without internet connection

Hi, With the last update I've tried to start app in Air plane mode - application stops on "Loading application" screen. I gave up after 15 minutes of waiting. Some versions ago there was no problem with starting the app in that mode - moreover it was the only choice with very weak internet...

www.tomtomforums.com

 

[JimJay40]

The problem's being going on since late last year, with no sign of a fix. I've been corresponding with TomTom's "support" for some time and just get the usual BS and run-around. Why they don't test their "updates" properly before releasing them is simply unfathomable; apparently rolling back the one that's causing the problem is something that's not in their playbook. There was another update a few days ago but nothing's changed and it still doesn't work. It's been over two months now and no fix - I appreciate that these (avoidable) screwups take time to fix but my questions about an extension of my subscription has also been studiously avoided....

I'm currently using Sygic while I wait for someone at TomTom to actually DO something, apart from fob me off, but I'm not impressed so far!

 

[andy.w.clifton@blueyonder]

This problem started about a month ago. Almost every time I start the app, all I get is the 'app loading' message and the spinning wheel. The system is useless as it will not start 90% of the occasions I start it.

I have tried force stopping the app, deleting the cache, uninstalling and reinstalling the app. I have doine all these several times. Nothing works.

I sent a message to Tomtom a week ago saying all this. No reply.

Has anyone get any ides what I can try to solve this problem?

Thanks in advacne for any help you can give.

I had a similar issue a couple of weeks ago, did all you said you have done with no joy.

In the end up uninstalling Android auto and re-installing it, re-pairing the phone and that seemed to sort the issue. and

 

[Aad]

Er zijn hier altijd een hoop betweters die denken dat ze het weten. Ook al werkt iemand al jaren op een bepaalde manier. Het is fijn dat die betweters er zijn, want soms lossen ze iets op. Maar net als TOMTOM luisteren ze niet naar het werkelijke probleem. Ik heb het hier genoemde probleem ook en ik heb ook de oplossing van andy.w.clifton@blueyonder gebruikt en dat is het enige dat helpt. Maar zo hoort het niet te zijn met een betaalde app. En er mist nog meer. In de Android-versie wordt er in het blauwe infovak linksboven geen weginformatie gegeven. Alleen in hele kleine letters op de kaart. En de huidige straatnaam waar je rijdt, vergeet het maar. Tom Tom zou meer aandacht moeten besteden aan de wensen en klachten van zijn klanten. Ik ben technisch genoeg om dat zelf op te lossen, maar veel betalende klanten niet. TOMTOM, VERBETER JEZELF.

 

[purrlyne]

Update. The idea provided by Kacnje that it is an adblocker/VPN causing the problem seems to be correct. I have been experimenting and the app works when the adblocker had been completely disabled. It also works when the addresses that Tomtom goes to when the app starts have been allowed through the adblocker.

So thank you again Kacnje. His address is https://www.tomtomforums.com/members/kacnje.82971/

 

[Aad]

Update. Het idee van Kacnje dat het een adblocker/VPN is die het probleem veroorzaakt, lijkt correct te zijn. Ik heb geëxperimenteerd en de app werkt wanneer de adblocker volledig is uitgeschakeld. Het werkt ook wanneer de adressen waar Tomtom naartoe gaat wanneer de app start, zijn toegestaan door de adblocker.

Dus nogmaals bedankt Kacnje. Zijn adres is https://www.tomtomforums.com/members/kacnje.82971/

Zeker, deze oplossing werkt, maar al die andere dingen die TomTom belooft en nooit levert, hoe is dat. Elke keer als er een vraag wordt gesteld, zeggen ze dat het hun aandacht heeft en dat het besproken zal worden. Sommige vragen zijn zo oud dat mijn telefoon versleten is, de wereld in oorlog is Elan Musk is gek geworden etc. etc. Kom op TomTom, doe iets met de vragen en klachten van je trouwe klanten.

 

[JimJay40]

"an adblocker/VPN causing the problem seems to be correct.

NO! It's something dumb that TomTom have included in last year's update that's causing the problem! Nothing's changed on my phone, and I don't use any of the TT on-line services. The app should work on my phone - I'm not interested in configuring my phone to suit a bug in an app..

 

[canderson]

"an adblocker/VPN causing the problem seems to be correct.

NO! It's something dumb that TomTom have included in last year's update that's causing the problem! Nothing's changed on my phone, and I don't use any of the TT on-line services. The app should work on my phone - I'm not interested in configuring my phone to suit a bug in an app..

Just so we understand, though ... are you using an ad blocker?