My Go Premium X take forever to start fully

arc202
arc202 Registered Users Posts: 10
Apprentice Seeker
edited December 2021 in Devices using Wi-Fi®
I recently bought a TomTom Go Premium X device direct from TomTom.

I have been using TomTom navigation for many years, since before they even produced their own hardware and it was just software that ran on Personal Digital Assistants.

I am very disappointed in the performance of this device when it is started up from ‘cold’ (AFTER it has gone through the boot-up sequence) or even from sleep mode. It performs this part of the process far slower than any other TomToms I have owned before.

When I get into my car, the first thing I want to do is to is to enter a destination – but the screen is extremely unresponsive to any touch commands for sometimes as long as 1-2 minutes. I can touch the menu button several times, and even though it beeps to register that I have indeed touched it, nothing happens. It can take me sometime 20-30 seconds to get to the screen where I can (try to!) enter the address, and even then it can take 1-3 seconds between me entering a letter or digit and it appearing on the address search bar. Matching to an address in the database is also very very slow.

One possibility that occurs to me that in this specific device type, or in the latest version of the system software, it may be prioritising the acquisition of a solid GPS signal over interactions with the user. If so, I would argue that this is exactly the wrong way round. I want to set my destination as quickly as possible; it does not (in general) matter that for the first 30-40 seconds after I enter my destination that the device does not actually know where it is and therefore can’t display the very first part of my route. That’s fine – let it sort that out as I put on my seat belt, start the car, reverse out of my drive etc. I generally know what direction I will be heading in and don’t care if the guidance is not immediate.

But I care very much if I am forced to sit there twiddling my thumbs for perhaps 1-2 minutes before I can interact sensibly with it 😊

Answers

  • YamFazMan
    YamFazMan Posts: 20,786
    Superuser
    edited October 2021
    Hi
    @arc202
    My GO Premium is not laggy....
    Some users find logging out of MyDrive in the Setting menu on the device is beneficial....
    I have multiple Tomtom devices, so I have always logged out of MyDrive in the Setting menu on the devices by default (So I can't comment if it's beneficial or not) ???
    Logging out of MyDrive fix for Multiple device using one Account
    See... https://discussions.tomtom.com/en/discussion/comment/1725859/#Comment_1725859
    ____________________

    I also find the Wi-Fi devices are more stable and more responsive in general use when I 'Forget' the Wi-Fi connection....
    Unless you're using a personal My-Fi Hotspot in the car for your data connection, the only other reason for a live Wi-Fi connection is for updating the device....
    I always turn off (Forget) Wi-Fi by default and only login for updates....
    It's no big deal for updates, you only have to enter your Wi-Fi password...
    See... https://discussions.tomtom.com/en/discussion/comment/1763247/#Comment_1763247

    I guess the fewer Data Connections in use on the device, at any one time, the less load on system resources ???

    Stay safe... ATB YFM
  • arc202
    arc202 Registered Users Posts: 10
    Apprentice Seeker
    What you say may well be the case - but it does not alter my basic complaint - WHATEVER is going on in the background, priority should be given to letting the user enter a destination. Period.
  • YamFazMan
    YamFazMan Posts: 20,786
    Superuser
    edited October 2021
    HI
    @arc202
    Try turning off 'MyDrive' Syncing in the settings menu on the device and or forget 'Wi-Fi'... What have you got to lose ???
    See... https://discussions.tomtom.com/en/discussion/comment/1784360/#Comment_1784360

    I use my GO Premium daily, who cares about 2 to 3 of seconds wait for the device to be ready to use... My GO Premium start-up from Sleep Mode and is ready for use... 3.35 seconds (Stopwatch)
    If your GO Premium is used on a regular basis... Sleep Mode is OK

    GO Premium start-up from 'Turned off Mode' and Ready for use.... 48.53 Seconds
    My iPad & iPhone from a cold start, 35.00 seconds
    My Dell Win10 PC, 36.60 seconds to boot up and ready for use....

    If my GO Premium is turned off... I simply turn it on as I leave the House, walk to and enter the Car on the drive, put the GO Premium on the Mount, and it's ready to go....

    Stay Safe ATB YFM
  • Lost_Soul
    Lost_Soul Registered Users Posts: 410
    Supreme Pioneer
    Hi @arc202

    I am experiencing similar “laggy/ the screen is extremely unresponsive to any touch commands” with my TomTom Devices to yourself.

    I have only been using TomTom for just over 5 years and was immediately frustrated by the slow screen responses and the time it took on the Go 60 (first device) to set up a destination………...

    I quickly migrated through several iterations of PND to purchase a Go Premium X and whilst initially was a bit quicker than previous devices it also deteriorated to how you describe, i.e. taking several seconds between menu presses and selection, randomly rebooting and taking several minutes before a destination could be selected……………

    I started setting my destinations, including Favourites on MyDrive (PC web based) and sending them to the device which worked reasonably well, but I still had several minutes delay as the Go Premium would randomly reboot itself after waking up from Sleep mode and often the destination would not be set for some 5 miles into my journey!!

    I contacted the TomTom Customer Care Team who advised me to do a factory reset, which did improve matters for a short while but then the device reverted back to its now “normal semi-unresponsive” self. I actually bought another Go Premium X to see if I had a rogue isolated device, but the second device also responded in this slow cumbersome almost unusable at times manner…………...

    Speaking to a colleague who has both a Go 6200 and a Go Premium confirmed that he too was suffering with the very slow and cumbersome operation of his PND’s.

    He also mentioned disappointment his device was taking him down narrow one track roads, something which I had also experienced and getting in touch with TomTom who advised that either a 6250 or a Go Camper would be more suitable.

    I bought a Go 6250 in Mid 2019 which was a real disappointment as firstly it would not acknowledge the existence of the Dartford Crossing but it also suffered the slow response and issues as my other devices!

    But I sold it quite swiftly as for example it would not recognise the Dartford Tunnel crossing coming from Kent back into Essex. I also had issues being sent on circuitous or crazy routes locally which appeared to be partially linked to heights and weight restrictions.

    I was told that TomTom were aware of the issue but did not have a deadline to cure it, and have since read replies on the forum:

    “We have a ticket raised for this and the investigation is underway. However the team has not been able to identify the root cause for this “.

    I have seen other users complaining in recent months so assume the issue is still ongoing some 2 and ½ years later!

    I was then recommended to get a Go Camper and whilst that recognised the Dartford Crossing, almost immediately I reported more crazy and illogical routing which "supposedly was to be cured" by a specialised map update to overcome this “feature”................

    Fast forward almost 2 years and the crazy and illogical routing situation still persists on the Go Camper. I do wonder if TomTom has the capability or inclination to remedy the issues given the limited number of Truck / Camper units that are sold versus the Go 6200 / Go Premium which are their more popular mainstream device?


    Shortly after the 21.100 mandatory software update released at the end of September both my Go Campers and Go Premium X started to randomly reboot whilst driving and the already lengthy lag between selecting a menu and the screen changing (like watching paint dry!) became even more erratic.

    Attempting to deactivate My Drive synchronization as suggested was not really possible due to the devices constantly rebooting and the lack of response to the Menu presses plus my normal mode is to plan my routes in MyDrive (web) and send the stops to my device as I found this was the only means to avoid lengthy waiting times – I do not want to waste 5 minutes or more trying to set a destination on the devices!!

    I would love to have the same speedy response mentioned by @YamFazMan but given the large number of TomTom devices I have owned plus yours and many other colleagues which are all exhibiting the same symptom as you described above, viz the screen is extremely unresponsive to any touch commands for sometimes as long as 1-2 minutes, I think that the slow and laggy response is the norm and the experience of @YamFazMan is the exception.

    Even using the MyDrive method to set my route I can be several miles down the road before the destination is received and the device starts navigating, which for some of my routes / with traffic delays can mean I am already driving the wrong route!

    I have done factory resets on all my devices and this appeared to have partially resolved the issue when planning routes from home but on making my first drive out a week or so ago to the Dentist in St. Albans (only 5 miles away but there is always traffic in the City Centre) the device did not receive my destination nor was traffic being detected for the whole of my journey plus the Go Camper was randomly rebooting.

    On arriving with no help from the TomTom (luckily my Garmin was working perfectly!) I found that I was not logged into MyDrive even though I had logged in the night before after doing the factory reset!

    Logging in, resulted in the destination appearing from MyDrive (web) and the device then confirmed I had arrived. Too little and too late.

    The drive back was even worse as the device just kept on rebooting all the time providing absolutely no navigation advice. I swapped over the device when I got back home and discovered my other Go Camper and Go Premium X were all exhibiting the same defects.

    I trust that this issue is being fixed urgently by TomTom - @VikramK please confirm.

    I have looked online here but have not seen any communication from TomTom either confirming the issue is being looked at or advice if it will be resolved.

    I have not contacted the Customer Care Team as I have been writing almost daily since June this year on another subject without any resolution and to be honest feel it would just be another waste of time.

    Having done factory resets on all my affected devices and forgetting Wi-Fi; the issue is still continuing following the latest software update issued by TomTom. As there have been so many users reporting similar problems it begs the question does TomTom not test their software for potential defects before release??

    I will at some point attempt yet another factory reset and then as a last resort place them into Recovery mode but if that fails then I will have to return the in warranty devices to TomTom for replacement/repair and consign my out of warranty device to the bin as it would be uneconomic to repair.

    But currently I cannot use any of my TomTom devices for navigation as they all have been converted by this latest software update to be as effective as pet bricks!

    Is this the end for TomTom???


  • YamFazMan
    YamFazMan Posts: 20,786
    Superuser
    edited November 2021
    Hi
    @Lost_Soul
    Quote from previous post....
    YamFazMan wrote: »
    (Snip)
    My GO Premium start-up from 'Sleep Mode' and and ready for use... 3.35 seconds (Stopwatch)... If your GO Premium is used on a regular basis... Sleep Mode is OK
    GO Premium start-up from 'Turned off Mode' and Ready for use.... 48.53 Seconds
    (Snip)
    Just updated my GO Premium to the v1080 Maps, followed by a Drumroll/Soft restart + MyDrive... Syncing 'Turned OFF' & Wi-Fi 'Forgotten'... Connected to a Mains USB power supply... Battery 100%....

    (1)… GO Premium Start-up from ‘Sleep Mode’….
    Ready for use....1.33 seconds.... (Stopwatch)
    (2)… GO Premium Start-up from 'Turned off Mode'….
    Ready for use.... 44.75 seconds....

    The RF shielding on my PC sound system is not very good, and I can hear the Tomtom SIM Data exchange and the Card logging in/out....
    The SIM data burst exchange starts a few seconds after the Map is displayed, Live Traffic is displayed on the Map at 1 Min 16.39 secs from start-up (Turned-off Mode)
    Note... The data bust is much longer after a restart from Turned-off Mode....

    If you have a small portable AM Radio set to around 800kHz, you can hear the SIM card Data exchange and the Card logging in/out

    Stay Safe... ATB YFM.
  • Lost_Soul
    Lost_Soul Registered Users Posts: 410
    Supreme Pioneer
    Hi @YamFazMan

    Welcome to the TomTom Slow-Laggy-Unresponsive-Rebooting Club.

    I finally managed to get one of my Go Campers to do a factory reset after multiple reboots and then updated it to the v10.80 maps but the crazy illogical routing that I reported on in detail in relation to previous map updates is still continuing, i.e. I am getting the same crazy results from v10.80 as I did from mid-2019 using the v10.30 maps on my Go Camper. (see my other post on this subject). I have still to test this on an extended drive to see if the random reboots has been eradicated.

    I have not as yet been able to get my other devices reset as the random / constant rebooting is stopping me easily getting to the right menu option to do a Factory reset. I may have to attempt Recovery mode on both of these, but will attempt this when I have a day to waste.

    So currently these are two pet bricks ………………. :s

  • YamFazMan
    YamFazMan Posts: 20,786
    Superuser
    edited November 2021
    Hi
    @Lost_Soul
    My Wi-Fi Connected devices do not crash, and are not slow or laggy….

    Users are finding that logging out of MyDrive in the Setting menu on the device is beneficial....
    I have multiple Tomtom devices, so I have always logged out of MyDrive in the Setting menu on the devices by default (So I can't comment if it's beneficial or not) ???
    Logging out of MyDrive fix for Multiple device using one Account
    See... https://discussions.tomtom.com/en/discussion/comment/1725859/#Comment_1725859
    It's no big deal for updates, you only have to enter your password in the MyDrive Menu on the device....
    _____________________

    I also find the Wi-Fi devices are more stable and more responsive in general use when I 'Forget' the Wi-Fi connection....
    Unless you're using a personal My-Fi Hotspot in the car for your data connection, the only other reason for a live Wi-Fi connection is for updating the device....
    I always turn off (Forget) Wi-Fi by default and only login for updates....
    It's no big deal for updates, you only have to enter your Wi-Fi password...
    See... https://discussions.tomtom.com/en/discussion/comment/1763247/#Comment_1763247

    I guess the fewer Data Connections in use on the device, at any one time, the less load on system resources ???

    Stay safe... ATB YFM
  • Lost_Soul
    Lost_Soul Registered Users Posts: 410
    Supreme Pioneer
    Hi @YamFazMan

    I had previously posted that I have turned off (Forget) Wi-Fi, but so far I have not noticed any improvements to the performance of my devices………...

    I require MyDrive Synchronisation being switched on (it is almost the last redeeming feature of the TomTom devices) to synchronise places where it is so much easier and quicker to set up a new Favourite in My Places using MyDrive and a large keyboard and to send a destination / or stops to the device to avoid any unnecessary delays before I set off driving.

    Until you get live traffic information on a PND you cannot finally plan a journey (I typically have 3 or more options when I start a journey, all are dependent on the traffic) and using your timings it would take another minute or so to key in on the device / plan a route to get to the final result of “Let’s Go”. That is Slow…… :o

    I am however glad you are not experiencing the issues I and other users are subject to.

    As an aside I have, whilst my regular devices are “pet bricks” been using the Go Discover, but that too has faults; if using MyDrive to send a destination/stops to the Discover before it has detected any traffic delays, it does not recalculate the route once it has detected traffic regardless of any settings (set as Automatic) and I have to cancel the route and submit it again to take into account the traffic delays !

    Plus the Discover suffers from a reduced Traffic Horizon, in general most users of TomTom PND’s find their device detects traffic in a rolling 50 mile radius from the current location.

    The Go Discover only detects ~ half that range and will often send me off in the wrong direction straight into a long traffic jam on the M25, often missing hour long traffic delays………

    I have been almost in daily contact with TomTom's Customer Care Team since the middle of this year on this and other issues I have experienced on the Go Discover and in the last day or so had confirmation:

    “I have now discussed this issue with our 2nd line technical team and we do have same issue reported by some other customers as well. Based on this we have created a ticket to be investigated on this and forwarded it to the developers.

    Our developers are actively looking into this issue impacting some owners of some TomTom devices. I regret that at this time they have not determined the underlying cause and cannot therefore give me any reference point on when they will have the issue fixed.

    We continue to investigate the issue and look forward to pushing an update via MyDrive / Updates and New Items on device to resolve this issue as soon as possible.”


    I was pleased to note that TomTom will "resolve this issue as soon as possible" However the term “As soon as possible” doesn’t convey any sort of time frame.

    But the wording and the preceding paragraph seemed familiar .............

    Checking back , I found I have received similar generic updates from TomTom on other queries, including one that is still unresolved from 5 1/2 years ago.............

    So will I have to wait another 5+ years...................... to get a working device????? :s