Screen Issues when using TomTom route

[Milby3183]

I have a new go expert 6 which I use as a coach driver. I can plan the routes using the online Tom Tom planner and they sync perfectly with the device. The issue is when using the nav on the route at random points within the route the screen will go black then come back within a few seconds. It’s at random and random intervals of times. Sometimes it appears again in a few seconds sometimes it takes 20 seconds. When it reappears it will then look at whole route again and give me a new eta. The nav works perfectly with no issues when just using one destination just an issue when using a “route”.

Anyone had a similar issue or knows a fix ?

Thought it was faulty to start with but because it works fine on normal navigation it can’t be. I have tried a factory reset and the device has connectivity and is up to date.

Thanks in advance.

 

[GreeceRudy]

What you describe happens to me identically with the Go Navigator 7”.
I create routes in Google Maps, paste the link in Maps to GPX and import this GPX file into the device via MyDrive Connect.
With my old Go5000 I have done it this way for years without the described ‘blackouts’.

I also reset the factory settings but without the desired result. With great difficulty I was able to contact TomTom Customer Service, who suggested several solutions but that was also not successful.

A direct route from A to B, set in the device went without any problems.
But even more strange things happened to me. I always drive with the computer voice set. If the screen went black and the ETA was reported upon return, it immediately broke off again and went black. And the same thing over and over again.
As if this voice could be the culprit. As a test I set a spoken voice, but as soon as the route was broken off both voices came to report the ETA. This happened 2 to 3 times after which only the computer voice could be heard.
When checking which voice was set, it turned out to be the spoken voice.

The problem is very annoying, especially when you are driving in a city where you are unfamiliar and this happens to you regularly.

I am very curious how TomTom will deal with this, especially now that I am going to report to my contactperson that there are more users with the same problem with a different type of device.

 

[RetroAndy]

I have raised an issue over this also, A while ago my TomTom had this issue and a subsequent software update fixed it. It’s now back again and even worse than before.

I’ll report back once I get an update.

 

[LefkasRuud]

Just an update on my experiences with TomTom customer service.

It takes a lot of effort to get in touch at all, the incoherent email contact is extremely difficult. I have now had email contact with a total of 6 different people.

They come up with all kinds of solutions that you have already read and implemented on their website. They ask for evidence, which forces you to make video recordings during a ride that are assessed, but do not provide a solution.

After more than 6 weeks, my problem was finally presented to a technician who came up with yet another, known solution. I tried that once again, since 'Big Brother is watching'. They could tell that I had made certain attempts, so they know that you are actively thinking along. I made another test drive to make a new video recording. That also went with the known problem.

I contacted them again and reported the experience. I heard nothing for a week, until I received a few emails with the request to have the device with cable and holder delivered to an address in Romania by UPS.
How this will end is a mystery to me, since I do not have a UPS drop-off point within a radius of 300 km. There is a possibility to have it picked up at a point where UPS can receive it. Where I live, a UPS courier comes somewhere once a week, but where and when that is not indicated. That depends on the driver, so how I should deliver my package is a mystery to me.

I have reported the situation and am awaiting their response. If this is not sufficient or unsatisfactory, I will write letters of complaint to the management in Amsterdam. Because with an annual turnover of 140 million and rising share prices, an amount of 240 euros does not seem to me to be a problem to send a new device. So I am waiting to see what TomTom will come up with.

 

[RetroAndy]

I chased up my ongoing conversation with customer services and this is what I got back…

‘ The MyDrive mobile app is no longer compliant with our latest software and security standards and those of app store partners.   Therefore, it has been decided to discontinue the MyDrive mobile app and remove it from the Google Play Store and the Apple App Store by DATE TO FOLLOW’

Looks to be a copy and paste answer.

 

[Willy875]

I chased up my ongoing conversation with customer services and this is what I got back…

‘ The MyDrive mobile app is no longer compliant with our latest software and security standards and those of app store partners.   Therefore, it has been decided to discontinue the MyDrive mobile app and remove it from the Google Play Store and the Apple App Store by DATE TO FOLLOW’

Looks to be a copy and paste answer.

Weird answer? Whether on Google Play Store or Apple App Store, the phone app is always available.

 

[Mike_J]

This is a very poor response from TomTom. I have exactly the same issue with my Navigator 7" which I bought only four weeks ago. When following a route the screen goes blank (always at the most inconvenient time). The route is stored in the device isn't it? Why should it need to be connected to wi-fi/internet/mobile phone data? Is TomTom saying that this issue cannot/will not be fixed????????

 

[Paul Devall]

Apologies for joining in. I have a Camper Max that has started to do the same. I am sure it was since a software update.

If I use the search for a destination on the unit there is no problem at all.

Like I have always done with my motorcycle TomTom I plan a route. I am using the plan.tomtom website with multiple waypoints and sync to the Max.

The screen blanks immediately after a junction/turn and every few minutes in between.

I have a forum thread open and although another Max user has joined the conversation no one from TomTom tech has got involved.

It does look as though we have the same problem with the units.

 

[TheRamraider]

I've just updated my GO Superior to the latest software version and this issue has started for me too, exactly as described by you all.

Only routes synced from plan.tomtom.com (same if I export as a .gpx and then import as well)

I have contacted Tomtom support but I guess not much hope of a solution given what you guys are saying.

My device is effectively useless to me now.

I dont suppose anyone has heard anything (useful) back have they?

 

[Johnmorganpowell]

Welcome to the club. I think you have done what you can in raising with their support and getting a ticket from TT. You can add that you have read about the problem on this forum too. My ticket remains open and I will follow up at regular intervals like I hope everyone else will. They say they are working on it - but they have not given any updates. In the meantime I use the device directly from the screen which is not great - and adding stopping points etc or devising routes it hard work - but at least it doesn't keep cutting out.

 

[TheRamraider]

@Johnmorganpowell

Thanks John, Not a club I wanted to be in but there we are.

I'm on road trip in the US at the moment (from the UK) so being able to go where I want and not where TT decides is important.

I'll bookmark this thread and update is I get anything useful back too.

My workaround has been to use the plan.tomtom.com interface in a browser, but just place points in strategic places so that the route goes the way I want.

Then I just add the points to my favourites with a number suffix then just use the devise to plot the route from point to point as I go.

I find it easier for half a dozen points and as you say, at least it isnt shutting down all the time.

 

[Johnmorganpowell]

Hi - That sounds like a work around I should try as we are off to France this week and I would definitely like to choose my routes. I followed up with Tomtom again and I'm waiting for their reply. Have fun on your trip it sounds interesting.

John

 

[LefkasRuud]

De arrogantie van een bedrijf als TomTom is niet te beschrijven. De klantenservice laat je gewoon barsten, nadat zij hun verplichting hebben gedaan en je een reparatievoorstel met alle benodigde papieren hebben gemaild.

Op de uitleg welke problemen er ontstaan om je te verplichten gebruik te maken van een als slecht staand koeriersbedrijf gebruik te moeten maken helpt niet. Het gevolg is volledig radiostilte.

Als Nederlander woonachtig in Griekenland heb ik de CEO, H. Goddijn rechtstreeks aangeschreven. Na het verstrijken van de gestelde termijn om te reageren, heb ik een maand later opnieuw een herinneringsbrief verstuurd met Track and Trace.

Toen bleek dat deze brief in ontvangst was genomen, kreeg ik een paar dagen later opnieuw van die klantenservice een pakket papieren gemaild met het dringende verzoek contact op te nemen met UPS om te regelen dat het apparaat kon worden opgehaald. Blijkbaar is er daar bij TT intern iets ondernomen. Maar de policy is dat klachten via de klantenservice worden afgehandeld. God zegen de greep.

Troost je met het idee dat die zoektocht op de site van UPS, om ergens contact te kunnen opnemen, net zo verlopen als die contracten met de TT klantenservice. Uitzichtloze energie verspilling. Daarbij komt nog dat er voldoende verhalen te vinden zijn over de reparatie van apparaten. Als je het überhaupt retour ontvangt, maar dan is er nog steeds hetzelfde probleem als waarvoor je het opstuurt voor reparatie. Ze doen alsof ze hun uiterste best doen je te helpen, maar de praktijk is volledig anders.

Mijn enige conclusie is dat wij, gebruikers van die TT navigatiesystemen als melkkoeien worden gebruikt. Dit heb ik ook in die brief aan die CEO zo gesteld.

> "Men hoeft geen econoom te zijn om te begrijpen dat omzet wordt verkregen door de verkoop van producten. En daar heb je, geld genererende éénheden voor nodig, in de volksmond ook wel klanten genoemd, en daar ben ik er één van.

Maar ik ben nu wel zover te denken dat TomTom meer geeft om jaarcijfers en het uitbetalen van dividend aan de aandeelhouders, dan serviceverlening en klantenbinding".<

Terwijl je op het internet gaat zoeken naar de negatieve reacties over TT, je toch als bedrijf zou moeten gaan inzien dat er iets serieus mis gaat. Ik blijf erbij dat de mogelijkheid om met de nieuwe GO apparaten en de MyDrive Connect koppeling om GPX-bestanden te importeren naar het apparaat iets goed misgaat.

Mijn oude GO5000, waar dezelfde GPX-bestanden in worden geïmporteerd, heeft geen enkel probleem. Ik blijf dan maar gebruikmaken van deze trouwe reisgezel.

Maar ja, ooit zullen ze wel gaan merken dat TT als bedrijf klanten gaat verliezen, maar dan ben ik allang afgehaakt. Ik verwacht ook helemaal niets meer van dat bedrijf om service te verlenen. Gelukkig was het maar 238 euro, maar ik ben klaar met deze zakkenvullersbende.

Ik blijf alles wel volgen en hopelijk komt er een keer een oplossing voor alle gedupeerden.