I can't reset or recover smart25

Discussion in 'Technical Support' started by cwellens3, Aug 8, 2019.

  1. cwellens3

    cwellens3

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    TomTom Model(s):
    smart 25
    Please can anyone help me,i haven't used my smart 25 for a while but when ive I tried to use it all I get it the dark screen with tomtom and circle with hands on. ive tried doing reset but nothing changes I just get the drum roll over and over again no white writing. also when trying to do reset/updates no computer is recognising my device. what can I do im not very good at tech stuff so if anyone can help a dummy like me id be very grateful
     
    cwellens3, Aug 8, 2019
    #1
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  2. cwellens3

    Arno Moderator

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    TomTom Model(s):
    930; GO 620; Start 63
    Welcome to TomTomForums.

    Did you download and install the program MyDrive Connect from the TomTom web site?

    With a fully charged device open the MDC software, connect your device via PC cable and tell us what you see there, step by step.
     
    Arno, Aug 9, 2019
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  3. cwellens3

    cwellens3

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    TomTom Model(s):
    smart 25
    Yes I've installed my drive connect but it says connect device where it shows my products but I just can't get the add new device to find it no matter how I unplug it restart etc I've tried holding on/off button for 10 minutes but just keep getting drum roll tried different usb ports and different leads to no avail
     
    cwellens3, Aug 9, 2019
    #3
  4. cwellens3

    canderson Moderator

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    Holding the power button down for an extended period should bring up the white on black text screen no matter what else is wrong.
    Need to be 100% sure that the device is being adequately charged. Do you have a 'wall wart' that you can use to charge it, rather than a USB port on the PC, and do you have another cable you can swap for the one you have been using?
     
    canderson, Aug 9, 2019
    #4
  5. cwellens3

    cwellens3

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    TomTom Model(s):
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    I will try again holding the button in hopefully it works but what if that doesn't work and yes been charged fully
     
    cwellens3, Aug 10, 2019
    #5
  6. cwellens3

    canderson Moderator

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    If you can't bring the white on black diagnostic screen up with a prolonged press of the power button, you've got something pretty unique happening that I don't think we can help with. A problem of that sort would indicate something wrong with the underlying boot code of the device.
     
    canderson, Aug 10, 2019
    #6
  7. cwellens3

    cwellens3

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    TomTom Model(s):
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    Well left on charge through wall usb charger but still doesn't reset so does this mean it's for the bin then
     
    cwellens3, Aug 12, 2019
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