Rider 550 "no power shutdown" message while riding

[kickstandsup]

I have 2 Rider 550 devices. The older of the 2 started displaying the "no power shutdown" screen often while I was riding and the device was in the power cradle on the bike.

The newer unit has now started to do the same thing.

If I "toggle" the mount locking tab, the device will restart and work properly...for a while. Then, the same thing happens again, sometimes frequently, sometimes infrequently, sometimes not at all.

It is not the mount/cradle...the same thing happens on two different mounts on two different bikes, on two different continents.

I've rebooted multiple times, to no effect. This is incredibly frustrating, and dangerous.

Any suggestions welcome.

 

[Bloodboy]

I did have a similar problem but that was a poor electrical connection, which seems unlikely in your case if it is happening on two different bikes, not much help I'm afraid.

 

[kickstandsup]

I opened a trouble ticket with TT support. They suggested it was a possible "bug" in the software and that I go through the "recovery" process detailed on this link:

Navigation device not starting or displaying a cross

Note : These steps do not apply to the following devices:GO Superior, GO Expert Plus, GO Expert, GO Exclusive, GO Camper Max, GO Navigator, GO Discover Your navigation device shows a spinning cogw...

help.tomtom.com

I did that on both devices, then went for a 65 mile ride, testing each device.

Perhaps the worst possible outcome: the newer device shut down 3 times in 33 miles. The older Rider 550 did not and worked as expected during it's 30 mile test.

No clear direction with this outcome, I've updated TT support and am awaiting a reply.

 

[Willy875]

It may be a bad contact between the GPS and the contacts of the support, the solution is to clean them.

 

[kickstandsup]

It may be a bad contact between the GPS and the contacts of the support, the solution is to clean them.

Thanks for the suggestion, but it is not the mount or the contacts. 2 different mounts, have cleaned them all, 2 different devices doing the same thing. This is some kind of software/hardware problem.

 

[Willy875]

Software problem, I don't think so. Otherwise, all rider 550 would have the same problem.
Hardware problem on one GPS, yes maybe, but on two GPS I don't think so.

 

[kickstandsup]

What TT want me to do now is a "factory reset," which loses all my places and routes on the device, and to STOP syncing with MyDrive.

Before I do this, I've expressed my concern that without the ability to sync and have my planned routes appear on the Rider, it is virtually worthless to me. Seems unreasonable that this would be the solution.

Still awaiting a response from TT.

 

[Willy875]

Check on your Mydrive account if your planned routes and locations are saved.
If yes, you can do a factory reset.

On the support, there are small nubs.

Check that these small nubs move well, add penetrating oil if necessary.

 

[kickstandsup]

Check on your Mydrive account if your planned routes and locations are saved.
If yes, you can do a factory reset.

On the support, there are small nubs.

Check that these small nubs move well, add penetrating oil if necessary.

I appreciate the response. Yes, all my routes and locations are saved in MyDrive. But what TT wants me to do is a factory reset (which will eliminate all that info on the device itself) AND not sync back up with MyDrive. Without syncing back up with MyDrive, I'll no longer have access to my routes and locations, nor will I be able to plan new routes on MyDrive and use them on the Rider. As I said, makes it virtually worthless.

I'm still waiting on a response to this issue from TT.

And, yes, I've cleaned and lubricated the contact points on the mount. This has happened on 2 different mounts.

 

[Willy875]

If all your planned routes and locations are saved on Mydrive
you can perform a factory reset.

To find your planned routes and locations.
You re-enter your login details on the GPS corresponding to your Mydrive account.

 

[kickstandsup]

If all your planned routes and locations are saved on Mydrive
you can perform a factory reset.

To find your planned routes and locations.
You re-enter your login details on the GPS corresponding to your Mydrive account.

Right, but that is what TT wants me NOT to do. Don't log back in, don't sync. Making the device virtually useless.

 

[Willy875]

Right, but that is what TT wants me NOT to do. Don't log back in, don't sync. Making the device virtually useless.

Well, it's completely stupid of Tomtom to tell you not to reconnect and sync.

 

[kickstandsup]

Well, it's completely stupid of Tomtom to tell you not to reconnect and sync.

Exactly my point. We'll see what they say.

I'm about ready to give up and install a Chigee android auto mirroring device and use the TT GO app so I can get access to all my locations and routes, and still use TTs planner for route planning.

 

[kickstandsup]

The email conversation I'm having with TT about this issue is quite frustrating. They are telling me, again, that to resolve this problem, then next 2 things I need to do are a factory reset, then a soft restart...and to NOT log in to my MyDrive account with my current email address.

I've explained at least 3 times that without being able to sync with MyDrive and have access to my locations/routes, and the ability to plan new routes that sync with the device, the Rider might as well be a brick, it is worthless to me.

The most recent email asked me to take a short video of what happens when the Rider shuts down. An insane request for something used on a motorcycle.

I need a reliable satnav system to use here in the US and in Europe, and I want to use TT's Planner system. I use the TT GO app in my car, and will likely just install a Chigee mirroring device on both bikes, using Android Auto and the TT GO app.

I'm tired of banging my head on the concrete with TT support. The video request was the last straw; they obviously don't have any understanding of how a Rider is actually used.

 

[kickstandsup]

After the idiotic request of asking for a video of the problem, I explained why that would not be possible while riding a motorcycle...and this is TT's response:

"We appreciate your efforts in following all the relevant troubleshooting steps. I appreciate your valuable time and patience, while we were working on it.

It seems that this is something unusual and unexpected and we appreciate you for highlighting it.

Our Developers are actively testing and working hard on this challenge, and we will notify you through our support channels once we have a permanent resolution."

Basically, I now have 2 unreliable satnavs, and TT is "trying."

I'm moving on to a Chigee mirroring device.