GO Premium X battery not charging

Steve_2000

My brand new GO Premium X battery is not charging via a USB wall charger nor the laptop. The charging symbol came on temporarily earlier not know the battery status is just red with warning messages being displayed. Please help. Thank you,

YamFazMan

Hi
@Steve_2000
Welcome to the site.....

Is the GO Premium charging when using the supplied Tomtom Power adapter ???

What is the claimed power output of the USB wall charger....

Is the laptop connected to the mains ??? If the laptop is running on the internal batteries the laptop may be cutting power to the USB Ports to conserve battery power
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The Previous NAV4 and Latest (NAV5 Wi-Fi) devices are quite power hungry and can go into "Power saving mode" if not supplied with enough power
Are you using the Tomtom supplied cable and Tomtom supplied Power Adapter
The Charger Adapter and USB Cable supplied by Tomtom WILL run and charge the device at the same time

Many 3rd party Mismatched Charger Adapters 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
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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 main's 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)
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(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'

Stay Safe... ATB YFM

Steve_2000

Many thanks for your reply, YamFazMan. I finally managed to charge my TomTom via the USB wall charger however I had to force press the TomTom power end into the device in order for it to pick up the charge. I have to do this every time I need to charge which must be a loose connection.

I have also tried the following tests:

- Lost some charge on battery, plugged in USB wall charger: no reaction.
- Pushed in power with force and charge indicator came on.
- Disconnected cable and reconnected to see if battery icon would change - no good. I only got charge once TomTom power was force pressed into device again.
- When I repeated this action with the power still in the battery, the charging symbol stopped.
- When I force pressed in the TomTom cable into the device again the charge kicked in.
- I then disconnected the power altogether and the battery charging symbol was still showing.

There is obviously an issue with the battery charge connection as you should not have to force a new product to accept charge. This device was fresh out of the box this week.

Refund due I feel.

YamFazMan

Hi
@Steve_2000
Due to COVID-19 the phone service has been suspended
For Tomtom Support Email or Chat lines...
(Monday to Friday Normal Office Hours)
The way of contacting Customer Services has changed
See... https://discussions.tomtom.com/en/discussion/comment/1714844/#Comment_1714844
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The official way to Contact Tomtom Support.....
https://help.tomtom.com/hc/en-gb/articles/360015568919-How-to-contact-TomTom-support

Stay Safe... ATB YFM