Reset of my GO Camper not possible — TomTom Community

Reset of my GO Camper not possible

I have done every step in the Youtube files, but after successfull connecting to MyDrive Connect nothing happens, it shows only "1 Update verfügbar". No recovery starts.

Also it ist NOT possible for me to contact the support, if I klick on support it show "Contact" for one second, but then ist displays another window without "Connect".

Answers

  • YamFazManYamFazMan Posts: 19,253
    Superusers
    edited April 12
    Hi
    @schmiko
    Welcome to the site...
    Why do you want to reset your Tomtom Camper ???

    (1)... Soft Restart...
    Soft/Drum roll restart on the device
    This restarts the devices Operating System afresh
    RESETTING YOUR NAVIGATION DEVICE
    https://help.tomtom.com/hc/en-gb/articles/360013957499-Resetting-your-navigation-device
    Charge the device for at least 2Hrs….
    (Preferably using something like a Smartphone Charger using the Tomtom USB lead)
    OR have the device plugged into a power supply while the device is restarting
    Press and hold the on/off button until you hear a drum-roll sound then release the on/off button.
    You won’t lose anything; it’s just like rebooting your PC
    ___________________

    (2)... Factory Reset....
    On the device... Tap 4Dot (.... Menu) --> Setting --> System --> Reset device....

    Before executing a Factory Reset... Save your MyPlaces, MyRoutes etc...
    By syncing the data to the Tomtom Cloud (The MyDrive Web Route planner)
    Here... https://mydrive.tomtom.com/
    ___________________

    (3)... Recovery Mode....
    Be Aware... I would not use Recovery Mode on just a whim... In my experience, anyone trying to activate Recovery Mode... Without a fully active connection Via a USB Cable & MyDrive Connect could have real problems....

    Tomtom FAQ...
    Navigation device not starting or displaying a cross... (Recovery Mode)
    See... https://help.tomtom.com/hc/en-gb/articles/360013959579-Navigation-device-not-starting-or-displaying-a-cross

    Once Recovery Mode is initiated, and a connection to MDC is 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
    ____________________
    ____________________

    Contacting Tomtom Support….
    Due to COVID-19 the phone service has been suspended
    The way of contacting Customer Services has changed
    For Tomtom Support Email or Chat lines...
    (Monday to Friday Normal Office Hours)
    (1)... A couple of Tips when Contacting Tomtom Support....
    Here... https://discussions.tomtom.com/en/discussion/comment/1714844/#Comment_1714844
    ____________________
    (2)... Tomtom FAQ … How to Contact Tomtom Support....
    Here… https://help.tomtom.com/hc/en-gb/articles/360015568919-How-to-contact-TomTom-support

    Stay Safe... ATB YFM
  • schmikoschmiko Posts: 15 [Outstanding Explorer]
    I had a problem with connection with gprs, everything else works fine at that moment, also connectivity over WLAN access point.

    I tried everything you wrote to my issue:
    1.) Soft reset
    -> doesn't help with my GPRS communication issue
    2.) Use factory reset in my settings...
    -> Does not change anything with my GPRS connectivity, but after that reset, m,y device tried to download anything, 75% to 99% and again and again. I tried this several times, with WLAN, Bluetooth and only USB (with MydriveConnect), but every time it starts this boring download
    3.) Because nothing else helps, I tried Recovery mode
    -> The device shows me the right screens I think (see first two attached screen copy)
    s7dcf25gmqkb.jpeg
    xd4m0h2xki2y.jpeg
    Also a connection to Mydrive Connect was established
    o5x7ik0ebw94.jpg
    But no recovery mode was started (and I waited for a few hours!)

    I also tried to activate a new TomTom account for Mydrive Connect, but also no good result.

    After all this the device still doesn't stop this download If there is any internet connection.

    I tried this very often for hours (ansd I am an IT professional), I think it makes no sense to repeat ist again and again.

    Is it possible to send this device to your support to find a solution?
  • YamFazManYamFazMan Posts: 19,253
    Superusers
    Hi
    @schmiko
    I'm just a user like yourself....
    I think you will need to Contact Tomtom Support
    They may be able to make changes on their Backend Systems....

    Contacting Tomtom Support….
    Due to COVID-19 the phone service has been suspended
    The way of contacting Customer Services has changed
    For Tomtom Support Email or Chat lines...
    (Monday to Friday Normal Office Hours)
    (1)... A couple of Tips when Contacting Tomtom Support....
    Here... https://discussions.tomtom.com/en/discussion/comment/1714844/#Comment_1714844
    ____________________
    (2)... Tomtom FAQ … How to Contact Tomtom Support....
    Here… https://help.tomtom.com/hc/en-gb/articles/360015568919-How-to-contact-TomTom-support

    Stay Safe... ATB YFM
  • DougLapDougLap Posts: 7,732
    Superuser
    edited April 13
    Hi @schmiko

    Just checking, when you do the recovery mode are you attached to a PC with My Drive Connect running and are you using the original cable that came wi the device.?

    Doug
  • schmikoschmiko Posts: 15 [Outstanding Explorer]
    Hi Doug,

    yes my device was connected with my PC, but not before the second screen was showed (exactly as described in the video), also I used the original cable and it was not connected to a hub.

    The connection was established (see screen 3), but nothing else happens.

    My biggest problem is that bring download, which starts automatically, if the device connects to Internet.

    Propably any of TomTom stuff could take a look to my account
  • DougLapDougLap Posts: 7,732
    Superuser
    Hi @schmiko

    Just checking. Are you connecting the Device to the PC which has My Drive Connect running Before it has passed the 3 Tap stage and gone into recovery mode? If you are then you should not do that but connect After it has gone into the Recovery Mode following the 3 Taps.

    Doug
  • schmikoschmiko Posts: 15 [Outstanding Explorer]
    Hello Doug :-)

    as it was described in the video, I connected AFTER the three tap stage!
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