GO Premium X gets unhappy after about 2 hours of use

ChrisOtt

Hi, My Premium X after about 2 hours of use some functions stop working such as the voice directions, some items in the screen such as the route bar become empty the next exit display on the top disappears. Also the screen buttons become less responsive or slower. I have found the going to the menu and then back to the main screen sometimes fixes it, if that doesn't do it a shutdown and restart is needed then its seems to be ok for a while again. Last week I couldn't get it to shutdown easily by pressing the button on the back, the screen went blank and it was talking directions to me, I performed a power disconnect and it displayed 'No power shutting down to 8 secs' than went screen went blank (still talking to me), I powered it up again (screen still blank) than powered it off again this time it when to 1 sec. Third time it powered off and stopped talking directions. As I said its not happy. I dont really want to be going through this when I'm driving, Any suggestions would be greatly appreciated.

DougLap

Hi @ChrisOtt

I would try the following.

Do a Soft Rese, which is recommended after you do any updates as it helps sort out the system files.

Fully charge the unit , or attach it to a power supply, and when it is working hold the ON/OFF button down for about 20 seconds or so until you hear the drumroll sound.

If that does not cure the problem.

Do a Factory Reset.

Tap menu (4 dots)
Tap Settings
Tap System
Tap Reset Device.

This will delete all your data on the unit but will not change the versions of the software or maps in it. You will then have to set the unit up again as you did out of the box. Before you do the reset go to the My Drive Website and log into your account and check that any favourites (My Places), Poi and Route files you have on your device are recorded there. If so when you have completed setting the unit up it should sync all the data stored in your account back onto the device.

If that does not sort the problem then contact Customer Support. You do not indicate your country of residence so below is the list of Customer support numbers..

https://discussions.tomtom.com/en/discussion/1115662/phone-numbers-to-contact-customer-support-new

Do not answer the questions when you ring but wait for an agent to answer.

All the best

Doug

YamFazMan

Hi
@ChrisOtt

have you got the device stuffed full of Maps... (400 MB is considered the bare minimum Free Space the more Free Space the faster the device will operate)...
Tap 4Dot (.... Menu) --> Setting --> System --> About... Scroll down Free Space...
_________________________

The Previous NAV4 and Latest (NAV5 WiFi) devices are quite power hungry and can go into "Power saving mode" if not supplied with enough power

When the device is In use they are designed to be always connected to a power supply
The Tomtom supplied Power Adapter is rated at 5Volts 1.2Amps
Even after you have recharged the device externally via a mains charger, when in use in the vehicle, they will still require being connected to a Tomtom supplied Power Adapter (Or a proven suitable 3rd party Power adapter)
______________________________________

(1)... Do NOT attach them to a dashboard USB port in your vehicle as they normally only supply 500mAmp (0.5Amp) and are for data transfer and not supplying power: See... Note (1) & (2)

(2)... Using a NONE Tomtom 3rd party underpowered or a mismatched cigarette lighter charger can cause the device to go into Power Saving Mode: See... Note (1)

(3)... On the Models with a built-in SIM, the reduction of power to the SIM can cause the dropping of the traffic info: Note (3)

Note (1)... At an (Undisclosed) percentage of battery discharge, the device will try to save its power requirements by dimming the screen and eventually powers off the device... Devices with a built-in SIM Card may also lose Live Traffic services
Note (2)... A dashboard USB port can also fool a NAV4 Device into entering 'Updating Mode' and display the Connected to your Computer splash screen
Note (3)... I tried connecting my Tomtom GO 6200 to my Cars USB port, checked the connection status it reports 'Connected over USB' --> 'GPRS (SIM) Disconnected'
_______________________________________

Try using the Tomtom supplied cable and Tomtom supplied Power Adapter
The Charger Adaptor and USB Cable supplied by Tomtom WILL run and charge the device at the same time

Many 3rd party Mismatched Charger Adaptors won't run and charge the device at the same time
See... It's not simply a power thing.....
https://discussions.tomtom.com/en/discussion/comment/1182024/#Comment_1182024

ATB YFM

DougLap

Hi @ChrisOtt

I would try the following.

Do a Soft Rese, which is recommended after you do any updates as it helps sort out the system files.

Fully charge the unit , or attach it to a power supply, and when it is working hold the ON/OFF button down for about 20 seconds or so until you hear the drumroll sound.

If that does not cure the problem.

Do a Factory Reset.

Tap menu (4 dots)
Tap Settings
Tap System
Tap Reset Device.

This will delete all your data on the unit but will not change the versions of the software or maps in it. You will then have to set the unit up again as you did out of the box. Before you do the reset go to the My Drive Website and log into your account and check that any favourites (My Places), Poi and Route files you have on your device are recorded there. If so when you have completed setting the unit up it should sync all the data stored in your account back onto the device.

If that does not sort the problem then contact Customer Support. You do not indicate your country of residence so below is the list of Customer support numbers..

https://discussions.tomtom.com/en/discussion/1115662/phone-numbers-to-contact-customer-support-new

Do not answer the questions when you ring but wait for an agent to answer.

All the best

Doug

ChrisOtt

Thanks for you prompt and helpful reply. I will do as your reply says but I do switch the unit off each night and about 3 weeks ago a factory reset, but I will try again and see what happens. All available updates have been uploaded. When its happy , normally in the first 2-3 hrs its a very useful device then it is again after a soft reset. I live in the UK and bought it on the 08/07/2019. Thanks again Yrs. Chris

YamFazMan

Hi
@ChrisOtt

have you got the device stuffed full of Maps... (400 MB is considered the bare minimum Free Space the more Free Space the faster the device will operate)...
Tap 4Dot (.... Menu) --> Setting --> System --> About... Scroll down Free Space...
_________________________

The Previous NAV4 and Latest (NAV5 WiFi) devices are quite power hungry and can go into "Power saving mode" if not supplied with enough power

When the device is In use they are designed to be always connected to a power supply
The Tomtom supplied Power Adapter is rated at 5Volts 1.2Amps
Even after you have recharged the device externally via a mains charger, when in use in the vehicle, they will still require being connected to a Tomtom supplied Power Adapter (Or a proven suitable 3rd party Power adapter)
______________________________________

(1)... Do NOT attach them to a dashboard USB port in your vehicle as they normally only supply 500mAmp (0.5Amp) and are for data transfer and not supplying power: See... Note (1) & (2)

(2)... Using a NONE Tomtom 3rd party underpowered or a mismatched cigarette lighter charger can cause the device to go into Power Saving Mode: See... Note (1)

(3)... On the Models with a built-in SIM, the reduction of power to the SIM can cause the dropping of the traffic info: Note (3)

Note (1)... At an (Undisclosed) percentage of battery discharge, the device will try to save its power requirements by dimming the screen and eventually powers off the device... Devices with a built-in SIM Card may also lose Live Traffic services
Note (2)... A dashboard USB port can also fool a NAV4 Device into entering 'Updating Mode' and display the Connected to your Computer splash screen
Note (3)... I tried connecting my Tomtom GO 6200 to my Cars USB port, checked the connection status it reports 'Connected over USB' --> 'GPRS (SIM) Disconnected'
_______________________________________

Try using the Tomtom supplied cable and Tomtom supplied Power Adapter
The Charger Adaptor and USB Cable supplied by Tomtom WILL run and charge the device at the same time

Many 3rd party Mismatched Charger Adaptors won't run and charge the device at the same time
See... It's not simply a power thing.....
https://discussions.tomtom.com/en/discussion/comment/1182024/#Comment_1182024

ATB YFM