Moto G5 Plus and TomTom Go- It is stuck on loading screen,

barrygritz
barrygritz Registered Users Posts: 4
Neophyte Traveler
Have just purchased a new Motorola G5 plus and downloaded the GO app. When opening the app it get stuck on the loading screen. Have tried deleting and reinstalling but the same happens. There is plenty of memory available (over 20GB). The phone is running Android 7.0. It worked perfectly on my old Moto G4. Anyone else have this problem?

Comments

  • MikkoK
    MikkoK Retired TomTom Employee Posts: 23,905 Retired Community Managers and Staff
    Hi Barry,

    Welcome to the Community!

    Please, follow the steps below to sort this out:
    • Uninstall the app\
    • Log out of the Playstore
    • Delete Android / data / com.tomtom.gplay.navapp and Android / OBB / com.tomtom.gplay.navapp
    • Open the Playstore log in and reinstall

    Please, post back here if you have further questions :D

    Cheers, Mikko
  • barrygritz
    barrygritz Registered Users Posts: 4
    Neophyte Traveler
    Hi
    Have tried to do that as seen that as a previous response. Unfortunately there are no folders/files (Android / data / com.tomtom.gplay.navapp and Android / OBB / com.tomtom.gplay.navapp) to be deleted. The app doesn't open for any maps to be downloaded.
  • MikkoK
    MikkoK Retired TomTom Employee Posts: 23,905 Retired Community Managers and Staff
    Hi Barry,

    I'm sorry to hear the problem persists!

    Do you have the app installed on a memory card or internal memory? If it's on memory card, which brand and speed is the card?

    Cheers, Mikko
  • barrygritz
    barrygritz Registered Users Posts: 4
    Neophyte Traveler
    Hi. I first installed without any memory card. It downloads, tells me what's new the when I click Done all I get is Loading App and a spinning wheel.
    • Phone model: • Android / Motorola G5 plus
    • App ID: Not found in About

    Are you using an Sd-Card? No but have tried it with a SanDisk Extreme 64GB card to no avail
    What is the type/class of the SD Card? Class 10, UHS Speed Class 3 (U3) and Video Speed Class 30 f
    Is the SD card encrypted? No
    Did you recently remove the SD card from your phone? No
    If the test without the SD Card does the issue persist? Yes
  • foxhunter2
    foxhunter2 Registered Users Posts: 17
    Outstanding Wayfarer
    Somehow enable network in background. For the S7 Edge the solution was in the battery settings.
    https://en.discussions.tomtom.com/tomtom-go-mobile-and-navigation-for-android-156/solution-app-loading-hang-on-s7-edge-1027021