We are sorry, an unknown problem prevents starting up — TomTom Community

We are sorry, an unknown problem prevents starting up

MattiGMattiG Posts: 21 [Outstanding Explorer]
Additional instructions: Go to the forum, etc.

Huawei Mediapad M3 Lite (CPN-L09). Android 7.0. No issues earlier. In use since Sep 2018. Go 1.18.1. Scandinavia map.

The diagnostics does not get five stars. Any hits to get it working again?


  • lampardlampard Posts: 5,393 Moderator
    edited April 2020
    Hi @MattiG

    Welcome to the Community! I would advise you to make a clean re-installation of the App on your Android device, see the steps below:
    • Go to the Settings of the Phone.
    • Go to ‘Applications’ (maybe called different depending on the OS version used).
    • Go to ‘Application Manager’ (maybe called different depending on the OS version used).
    • Find the app in the list you’d like to uninstall and tap on it.
    • Click ‘Force Quit/Force Stop’.
    • In the ‘Storage’ section, tap first ‘Clear Cache’ and then tap ‘Clear Data
    • Here, tap on ‘Uninstall’.
    • Log out of the Playstore.
    • Delete Android / data / com.tomtom.gplay.navapp and Android / OBB / com.tomtom.gplay.navapp.
    • Open the Playstore login and reinstall the app on the internal memory (Not on SD Card).
    • Once done please close all the apps which are running in the background reboot the phone.
    • Reopen the TomTom app and test.
    If still no joy, please attach a screenshot of the error for better understanding.

    Regards, lampard
  • MattiGMattiG Posts: 21 [Outstanding Explorer]
    Hard to believe that this would provide with useful additional info. :-) Pressing the green cancel button quits the app.

  • MattiGMattiG Posts: 21 [Outstanding Explorer]
    I managed to get some time to re-install. The first attempt failed, but the second one succeeded. The initialization routines were able to give a useful message of the root cause: Lack of space in the internal storage. Did some cleanup and now the app works again.
  • lampardlampard Posts: 5,393 Moderator
    Glad to hear that @MattiG ! :)

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