Device stuck on recovery screen

knwoko_1

Hi guys, The image below has been on my screen since yesterday and my device is not coming on.

YamFazMan

Hi
@knwoko_1
Welcome to the site....
It looks like Recovery Mode has initialized on your device....

When the device is in Recovery Mode... The device MUST be connected to your PC using the supplied USB Cable with MyDrive Connect running in the background for the Recovery process to complete....

MyDrive Connect must be running on your PC, and be capable displaying as CONNECTED on MyDrive Connect...

Installing MyDrive Connect....
Here... https://help.tomtom.com/hc/en-gb/articles/360013959499-Installing-MyDrive-Connect

See Tomtom FAQ... Navigation device not starting or displaying a cross....
I think the device is somewhere between bullet-point (7) & (8)
See... https://help.tomtom.com/hc/en-gb/articles/360013959579-Navigation-device-not-starting-or-displaying-a-cross

Once Recovery Mode is initiated, and if a connection to MyDrive Connect has NOT established....
Recovery Mode will continue to attempt to connect to MDC until the Server eventually times-out
Any attempts at a Restart... The device, will continue to display a Splash screen with image of a PC and a Red Cross or a Screen displaying a spinning disc, until Recovery mode can establish a connection to MyDrive Connect or the Server eventually times-out....
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This is a Tomtom User Forum where Users help each other....

You may need to contact Tomtom Support....
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
(1)... A couple of Tips when Contacting Tomtom Support....
Here... https://discussions.tomtom.com/en/discussion/comment/1714844/#Comment_1714844
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(2)... The official way to Contact Tomtom Support....
Here… https://help.tomtom.com/hc/en-gb/articles/360015568919-How-to-contact-TomTom-support

Stay Safe... ATB YFM

knwoko_1

Thanks for the reply, but I have not made any progress. Mydrive connect is running, the screen now displays the Tomtom logo alone

YamFazMan

Hi
@knwoko_1
Did you actually see the Tomtom Restoring Screen and the percentage counter reach 100% ???


ATB YFM

knwoko_1

Yes it shows a count from 0% to 100% Restoring your device", then device goes blank with ith the single boot line coming up, and then the restore screen with the cross reappears. This has been all I have been seeing since Jan 5th

YamFazMan

Hi
@knwoko_1
I think you need to contact Tomtom Support on Monday... By Chat or Email
See my initial post... How to contact Support....
They will be able to check out the problem/s on their back-end systems....

Stay Safe... ATB YFM

Lochfrass

Sometimes inserted Memory Cards make problems. So if you have inserted a Memory card in your device, take it out and try again