Tomtom go premium unable to do a hard reset

[cjs1281]

Hi, I have a tomtom go premium. Suddenly has a red x displayed between the device and a computer. Tried a hard restore. Pressed the On button and held for a few seconds until the white writing on a black background appears. Press the on button 3 times very quickly. At this point a revolving wheel supposed to appear to allow it to connect to the laptop to restore. It never does despite many many attempts. The device won't connect to the laptop. Any help or guidance appreciated.