Screen blanking Go Camper Max

[Paul Devall]

Once on a journey the screen blanks for anything from 5 to 10 seconds when transitioning between the localised screen for a junction and returning the normal journey screen.

When it does return it shows the entire journey screen, repeats the destination arrival time before going back to the journey screen with the correct road position.

This has resulted in missing some turns as it blanks at the time a turn is needed.

I have thought of resetting the device. But unsure whether it will correct the fault.

Today over WiFi it did an update.

The application version is 25.100.0002 - 06/02/2025.

What to do?

 

[Willy875]

Are you using the car charger that came with your GPS?

Resetting your GPS can sometimes resolve the problem.

 

[Paul Devall]

Yes. It didn't have this problem from new. It's really only the last few months it has done this.

Will try to reset when I get home. Luckily I know the way home from where I am now. The local councils have signposted the roads.

 

[Johnmorganpowell]

Once on a journey the screen blanks for anything from 5 to 10 seconds when transitioning between the localised screen for a junction and returning the normal journey screen.

When it does return it shows the entire journey screen, repeats the destination arrival time before going back to the journey screen with the correct road position.

This has resulted in missing some turns as it blanks at the time a turn is needed.

I have thought of resetting the device. But unsure whether it will correct the fault.

Today over WiFi it did an update.

The application version is 25.100.0002 - 06/02/2025.

What to do?

Hi Paul,

I have the same issue - and it's ongoing - I have not managed to fix it despite trying all the suggestions from TomTom. The last thing they asked me to try is setting up a new account, new email etc.. Maybe that will work - I don't know but I will try this week.

Good luck

John

 

[Paul Devall]

Hi Paul,

I have the same issue - and it's ongoing - I have not managed to fix it despite trying all the suggestions from TomTom. The last thing they asked me to try is setting up a new account, new email etc.. Maybe that will work - I don't know but I will try this week.

Good luck

John

John,

When you have the problem have you sent a route from https://plan.tomtom.com/en or is it a route that you entered through the Camper Max?

I have tried both for longer trips and so far it looks as though the blanking of the screen happens when I have created a route in the online planner and synced it with the Camper Max. Simply searching on the unit hasn't had a problem.

I am going to do some more research as I have a trip to France coming up and I'd rather not have to enter one stop off at a time!

It was also much simpler when you logged a ticket on TomTom and someone tried to fix the error.

I have a Rider 410 for the bike and I use a different email and login for that. I created a new Gmail account especially for the Camper Max.

 

[Johnmorganpowell]

John,

When you have the problem have you sent a route from https://plan.tomtom.com/en or is it a route that you entered through the Camper Max?

I have tried both for longer trips and so far it looks as though the blanking of the screen happens when I have created a route in the online planner and synced it with the Camper Max. Simply searching on the unit hasn't had a problem.

I am going to do some more research as I have a trip to France coming up and I'd rather not have to enter one stop off at a time!

It was also much simpler when you logged a ticket on TomTom and someone tried to fix the error.

I have a Rider 410 for the bike and I use a different email and login for that. I created a new Gmail account especially for the Camper Max.

Paul,

Thanks for your reply. A very good question. I think so far it probably happens when I have used plan.tomtom.com, but that's because that has been the primary way I have planned routes so far. It is much more convenient to do that before departure. I have only used the Camper Max screen-entry directly for short journeys. The fault normally takes about 30 to 40 minutes into a trip for the fault to appear, and once it does it's fairly frequent; like every one or two minutes between blackouts. I am hoping to get it fixed before we go to France in May - and it will be disappointing if the plan.tomtom.com is not an option for that trip. I will try on Friday a trip one-way by plan.tomtom and 1 hour return trip by screen input to see if that proves anything.

I am surprised TomTom have not looked into this issue further themselves as we are not the only people on this forum with this issue and I saw one on Amazon too. I have sent them a video of the fault, however, when I communicate with them it seems like I am the only person with this fault and they are doing their investigation by asking me to do a lot of different tests.

They asked me to send the Camper max in for testing - it took 3 weeks to go to Romania and back only for them to say they did a factory reset, which caused me to go through all the software and map updates again - but this did not fix the fault. I have about 40 emails between me and their team but we seem to be nearing the end of every possible thing they can ask me to do. Hence the latest is my new account with a different email address.

I think I should also do a test one way with the new account via plan.tomtom, one on the original account via plan.tomtom, and one trip using screen entry. This is going to take a week or so to complete.

I'll update you on these - please keep in touch and I hope you find a solution before your trip to France.

John

 

[Paul Devall]

Paul,

Thanks for your reply. A very good question. I think so far it probably happens when I have used plan.tomtom.com, but that's because that has been the primary way I have planned routes so far. It is much more convenient to do that before departure. I have only used the Camper Max screen-entry directly for short journeys. The fault normally takes about 30 to 40 minutes into a trip for the fault to appear, and once it does it's fairly frequent; like every one or two minutes between blackouts. I am hoping to get it fixed before we go to France in May - and it will be disappointing if the plan.tomtom.com is not an option for that trip. I will try on Friday a trip one-way by plan.tomtom and 1 hour return trip by screen input to see if that proves anything.

I am surprised TomTom have not looked into this issue further themselves as we are not the only people on this forum with this issue and I saw one on Amazon too. I have sent them a video of the fault, however, when I communicate with them it seems like I am the only person with this fault and they are doing their investigation by asking me to do a lot of different tests.

They asked me to send the Camper max in for testing - it took 3 weeks to go to Romania and back only for them to say they did a factory reset, which caused me to go through all the software and map updates again - but this did not fix the fault. I have about 40 emails between me and their team but we seem to be nearing the end of every possible thing they can ask me to do. Hence the latest is my new account with a different email address.

I think I should also do a test one way with the new account via plan.tomtom, one on the original account via plan.tomtom, and one trip using screen entry. This is going to take a week or so to complete.

I'll update you on these - please keep in touch and I hope you find a solution before your trip to France.

John

How did you get through to them on email. I haven't been able to log a proper call. Just this forum.

I am certain the problem lies with the routes sent from the plan.tomtom website.

I have a few routes planned for France that could prove problematic if it's going to continue blanking at key moments

 

[Johnmorganpowell]

Paul,

First of all I logged the fault with them - back in December. After 2 days they came back to me and I had a case number I could then use. The emails are a chain, they reply and it has all the other emails with it. I was able to upload a very short video of the fault. If you reply to an email from them after starting a conversation they reply generally the next day or sometimes later on the same day. If you have to send the item for repair it goes overland by UPS and takes about 10 days to get there. They turned it around in 1day but all they said they did was a factory reset, and then it was 10 days more to get the item back. However it was like starting again with all the software and map updates etc.. However that did not work.

Is it possible there a software update to plan.tomtom that has introduced a problem? I did all my France routes on my original account - now I would need to do them all again - but first I want to do a final couple of tests to see if it is their software on plan.tomtom that is causing the issue.

John

 

[Paul Devall]

I am on a trip this weekend. It's only about 60 miles.

I have planned a route on plan.tomtom and synced it and will test it.

If it has the same problem I will cancel it and enter the destination manually.

What TomTom will do is unknown. Probably nothing.

There is another thread on this I saw on the forum using another TomTom unit.

 

[Johnmorganpowell]

Hi Paul,

Setting up a new account with plan.tomtom and logging in to that on the device does not fix the problem when driving with a planned route using plan.tomtom on the new account. I tested that yesterday and it failed. It took 1 hour and c.40 miles to fail. I think the time to failure may be to do with something like the number of waypoints from the plan.tomtom as it can vary between 30 mins to 1 hour before going blank. After that it goes blank about 1x per minute approximately. I look forward to hearing about you trip this weekend without using plan.tomtom.

John

 

[LefkasRuud]

Same story here. From early November to early January I had frequent contact with TT customer service. My experience is exactly the same.. Poor communication, always different ticket numbers and promises to email back were rarely kept. I too had to do test after test, sent in videos, drove many unnecessary km to come to the conclusion that nothing had changed. Even the intervention of a technical advisor made no difference.

Eventually I was asked to send the device to Romania for repair with UPS. Experiences of fellow residents about the extremely poor service of this courier service, I decided not to use it.

As a Dutchman, living in Greece, I wrote to the CEO of TomTom in Amsterdam. But service is a dirty word there too, so after the proposed term had expired I sent a reminder with track and trace to make sure that receipt had been signed for. But this was also not responded to. What was surprising that after three months radio silence from there side,
I suddenly received an email from customer service stating what I had written in that reminder to the CEO. But according to the content of that email, I am again being offered a repair proposal. with the urgent request to contact UPS to come and pick up the package.

This is basically the same as contacting TT. A hopeless task and a waste of time. Even with a high IQ, there is no page on that site where you can enter data.

There are many similar experiences on the internet with the latest series of TomTom devices. Even the suggestion that the route planner is the cause of the problem when importing a GPX file does not cause TomTom to take any action. I am going to bombard that CEO with letters until the warranty expires in August 2026. In the meantime, I am also contacting the European Consumer Centre because I bought the device from Amazon in Germany and there are hardly any options to have anything repaired in Greece.

The European Consumer Centre exists specifically to hold companies accountable and to provide service. We will see what this will bring. In my last letter I suggested that TomTom cares more about annual figures and paying dividends to shareholders than about service and customer loyalty. But the arrogance of these people is unacceptable.

 

[Johnmorganpowell]

Hi, I'm sorry you went through all that. It doesn't sound like great service to me.

I have received another very polite email today telling me "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." That's fine - but no timeline or sorry your device is useless here's a replacement.

I have asked TomTom by direct reply to the email - a) how long they will take to test this and fix it b) why don't they need my device to do this testing? c) Why if my device is under warranty and does not work have I not had a replacement?

I bought this on Amazon and wish I'd sent it straight back to them on the first time I used it when it went wrong, then I would not have to go through all these hurdles. I have not filled in a review on Amazon yet because I am waiting to see if they come up with a suitable response early next week. I want to give them a final chance to see off they can help me have a working device.

 

[Johnmorganpowell]

@LefkasRuud Have a look at TrustPilot UK search TomTom and you will find people in similar situations to yourself. There are 592 reviews in the last 12 months about TomTom service and 90% of them are 1*. Overall they score 1.2* out of 5. You may find a thread there that is useful to you regarding consumer rights. Good luck.

 

[LefkasRuud]

Hello Tom, just like you I received and receive extremely polite emails from India. The problem with these emails is the request to respond above the red line in that email. That seems to me a direct way to approach the sender, but nothing can be entered there. No idea if you have the same experience.

I cut and paste the email address into a new email and give my answer or comment on the content there. But the tone remains correct, not very cooperative or solution-oriented but polite. An additional problem is that the stated term that is indicated, within 48 hours, when they will respond is never met. I have now been waiting now for an answer for more than 72 hours.

Just like what you describe about returning it directly to Amazon, I also considered it, since I also bought the device there. But TomTom is and remains the responsible party in this and is obliged to provide service and warranty. In both cases it seems very likely that both words are a curse within this organization. The lack of any form of decency to deal with customers in a normal way is completely absent.

The internet is full of comments and complaints about almost all TomTom devices. Not only our problem but a multitude of misery. What you are exposed to as a customer, if you can even get in touch, is in my humble opinion in the time that algorithms, ChatGPT and AI keep us busy with all that described nonsense.

My old device, a TT Go5000, led me through Europe without any problem until I purchased the TT Go Navigator 7". Simply create a route in the route planner via a GPX file. The technical people at TomTom just don't seem to get it that that is where the problem lies. How often do people have to waste their time on the nonsense they are confronted with, without intervention from the management of that company. We remain combative and hopefully they will come to their senses.
Sorry for the language errors, but I have to use Google Translate.

 

[Johnmorganpowell]

I am on a trip this weekend. It's only about 60 miles.

I have planned a route on plan.tomtom and synced it and will test it.

If it has the same problem I will cancel it and enter the destination manually.

What TomTom will do is unknown. Probably nothing.

There is another thread on this I saw on the forum using another TomTom unit.

Hi Paul,

What happened on the 60 mile trip please?

Regards

John

 

[Gungner]

I can just add that my camper max does the same when planing in plan.tomtom.com. When I was going home from a trip I just pressed the home button on the camper and it worked as expected.

If anyone can share a customer service link I’ll create a service ticket. When I try (on the Swedish version) I only get looped around. Must be the worse customer service around (maybe SMA inverters are on the same level?)

I can add that I’ve done a factory reset without any improvement.

 

[Willy875]

How to contact TomTom customer support by chat or email

How to contact TomTom support

Visit our Support Site or browse through our Support Videos for user manuals & quick answers from specific troubleshooting steps to general information on TomTom devices and services. To ...

help.tomtom.com

*
How to contact TomTom customer support by email

Submit a request – TomTom Support

help.tomtom.com

 

[Johnmorganpowell]

I can just add that my camper max does the same when planing in plan.tomtom.com. When I was going home from a trip I just pressed the home button on the camper and it worked as expected.

If anyone can share a customer service link I’ll create a service ticket. When I try (on the Swedish version) I only get looped around. Must be the worse customer service around (maybe SMA inverters are on the same level?)

I can add that I’ve done a factory reset without any improvement.

Screen going blank many times while driving on a route: Thanks: that makes even more people now saying the same thing - that it is plan.tomtom that is faulty. I have messaged TT Customer Care (I do have a ticket for this) and asked them when plan.tomtom was last updated and when will it be updated again. I also asked them specifically to look into this specific claim as there is no smoke without fire. Yesterday they suggested I send my device back to Romania again - for the second time but I am not going to waste my time and theirs if it is plan.tomtom that is faulty. I will see tomorrow if I can get around it for now just using the navigation directly on the screen. Of course this is inconvenient and should not be like this - but let's hope my message to them gets them to look at plan.tomtom. No amount of resetting, changing emails and accounts, or sending your device to Romania will fix the issue based on my experience over the last 5 months of dealing with TomTom. John

 

[Willy875]

I don't think Plan-TomTom is the cause of the problem, otherwise thousands of us would be experiencing this issue on thousands of GPS devices.

From this thread, it seems to me that you all own a Camper Max?

 

[Johnmorganpowell]

I don't think Plan-TomTom is the cause of the problem, otherwise thousands of us would be experiencing this issue on thousands of GPS devices.

From this thread, it seems to me that you all own a Camper Max?

A good point; and yes it's always a Go Camper Max - the problem occurs with plan.tomtom routes so there is some sort of incompatibility - with one or the other. So that's a good place to start looking - what is the difference between a route on plan.tomtom and one entered directly. That might lead to the software bug issue.