Rider 550- Bluetooth issues — TomTom Community

Rider 550- Bluetooth issues

ChillingbikerChillingbiker Posts: 2 [Apprentice Traveler]
edited September 2019 in RIDER
Having problems with this TomTom rider 550
im using an iPhone 5se and scala rider q3 head set and using 02 network
i can get live traffic to work but when it comes to getting Siri to work well
thats just not happening
2 weeks ago traffic was working with help from TomTom advice
so I ask for help to get Siri to work
this week got Siri to work but no live traffic
everything is showing connected i.e. Bluetooth,4g
but traffic was still trying to connect
so when I parked up I turned off unit and phone and tried again
this time got traffic to work but no Siri ????
ive tried connecting TomTom 5/6 times with these 2 problems
and all I get back is how to connect phone with Bluetooth
will ive done this and still have problems
i owned the TomTom 450 and had no problems
so when this new rider 550 come out thought wow this looks brilliant
so I brought it from TomTom and had these 2 problems which I just can't seem to get working properly

any help
«1

Comments

  • smudger64smudger64 Posts: 55 [Supreme Trailblazer]
    I brought a 550 and had the same issue. Just spoke to them and its a 'known problem'. No indication as to when its going to be fixed so its going back.

    You say you had a 450 and that worked ok? Were you able to connect both Bluetooth channels ok? I may just downgrade to that.
  • ChillingbikerChillingbiker Posts: 2 [Apprentice Traveler]
    Hi their
    With my rider 450 I have both channels working
    I'm debating on returning the 550
    It's a shame cos it's so quick and if they do get the software issue fixed it will be a good unit would be really cool to be able to use siri has well but at the moment so many issues need to be fixed
  • Kipper KendallKipper Kendall Posts: 12 [Master Traveler]
    I've shared this with others and it's sorted things

    Try a fresh start.

    https://en.discussions.tomtom.com/rider-51/rider-550-not-connect-sena-20s-and-iphone-1036323
  • JosseJosse Posts: 5 [Apprentice Traveler]
    Same thing : 400-Series worked well, 550 is a nightmare. Impossible to connect Iphone.
  • jyorkejyorke Posts: 5 [Master Traveler]
    Hi All,
    Has anyone experiencing the following.
    I have just purchased a 550 (upgraded my 400) turned it on, bluetooth to my phone (P20 Pro) and scala q3 headset no issues, brill, happy man...
    UNTIL I power off the 550. Set the cradle up on my motorbike with the ignition, everything good, tested, bluetooth failed to connect to my phone.
    Phone thinks it is connected, the mydrive app has a red cross (not connected) on the 550 seeing bluetooth bouncing "connected" "not connected".
    After resetting bluetooth on phone, 550 and app. All connected again, but when turning off the 550, turning back on bluetooth fails to connect.

    I can't keep defaulting my bluetooth on my phone and 550 then having to re-learn everything headset, phone etc... nightmare.

    Thanks

    James
  • Triumphtiger98Triumphtiger98 Posts: 2 [New Seeker]
    edited March 2019
    Hi i am also pi**ed about the new 550 i have tried to connect my sena 20s evo and my iphone 6s and rider 550 so i can listen to spotyfy, anwer a call and hear voice command from the rider 550 now the support say thats not posible beacause the my drive app doesen´t support that.Or is there someone here who has a different oppinion.
  • jyorkejyorke Posts: 5 [Master Traveler]
    Just to keep you all in the loop,
    I have now tried 3 smartphones
    Sony Xperian Z5
    P20 Pro
    Mate 10 Lite

    Both P20 Pro and the Sony fail to reconnect after the first initial BT connection. I have to power off the Sony and to erase the BT settings from my P20 Pro and then add the P20 pro to the 550 until I power off the 550, then have to repeat this every time.
    However the Mate 10 lite (also made by Huawei) works every time without fail.
    I have requested additional help from Huawei to look at the p20 Pro, but I am not getting anywhere from TomTom.

    Come on TomTom support, can you give us some clues what the issues are?
    The Rider 550 is not a cheap satnav, without BT connectivity the main features for this it becomes rather useless.

    Please Support can you update us on the BT problems?

    THanks

    James
  • nospoonnospoon Posts: 1 [Apprentice Seeker]
    Same issue here, it's not reconnecting after being powered down. It's rather shocking that TomTom don't seem to be interested at all in fixing such a major issue. If I knew this beforehand I'd probably consider getting a different nav, from some company that gives a sh**.
  • RoadRiderRoadRider Posts: 485 [Supreme Pioneer]
    edited April 2019
    Welkom to the wonderful world of Bluetooth. ;)

    Many Phones have trouble with the new Bluetooth low energy connection the Rider 5x0 uses. Most Fitness trackers also use Bluetooth low energy and have the same problems with these phones. Searching the internet for solutions with these trackers for your Phone type can point you to the solution for your rider.

    As a alternative solution you can also pair the Rider 550 the Rider 4x0 way. To do so, do not use the pairing option in the MyDrive App. And setup Bluetooth tethering on your Phone. (sorry just like the Rider 4x0 no Sire or Google Now this way)

    (Many Phones also do not clear the hidden Cache. Searching the internet how to reset the hidden Cache or a full recovery for your phone solves many BT problems)
  • beemerbrucebeemerbruce Posts: 3 [Apprentice Traveler]
    I have a similar problem when my phone has wifi on. Now I turn off the phone's wifi before turning on the TomTom 550 (or waking it up from "sleep"). It connects reliably as long as the phone's wifi is off.

    Phone is a LG G7 Thin Q. Headset is a Sena 20S.
  • botherasbotheras Posts: 4 [Neophyte Traveler]
    I've just bought a 550, found this issue between my Nokia 8.1 and Sena/Shoei Neotec 2 system... Appears to be OK providing the phone is off WiFi before the 550 is switched off
  • smudger64smudger64 Posts: 55 [Supreme Trailblazer]
    Anyone got anything from Tomtom about a fix for this? I'm currently arguing for a full refund. They sell the 550 specifically as integrating with Siri. It doesn't. Better of to simply use the money to update to a new waterproof iphone and use tomtom on that
  • coullie411coullie411 Posts: 1 [New Traveler]
    Just used the 550 on first trip, no traffic updates, just filling stations and camera warnings, bit of a pain when you've spent all this money. Would think Tom Tom have an obligation to fix it or refund
  • smudger64smudger64 Posts: 55 [Supreme Trailblazer]
    Well I'm getting the run around from them so have just sent this message.

    'Hi
    I haven’t heard anything from your technical department.
    Since this issue is clearly NOT related to my device and is down the current software build (as admitted by your e-mail to me and is attached), you are obliged to offer me a full refund under EU regulation.
    This is for the following reasons;
    1 the Tomtom rider is specifically marketed as being designed to work with an iPhone
    2 I notified you within 28 days of purchase that there was an issue
    3 you informed me by e-mail that the issue is known to you and affecting other units
    4 you advised me you were working to fix it as a priority
    5 I have again raised the issue with you and have so far not received a satisfactory outcome. This is after giving you an excessively reasonable amount of time to rectify the fault.

    My next step will be report you to my local Trading Standards Office if I haven’t received a full refund within 7 days. This is because you have failed to protect my rights under EU regulation. You are also still marketing a defective product and making false claims about its functionality.

    I have retained a copy of all of my communications with you.

    Please be as kind as to escalate this to the correct team and not attempt to suggest further delays to my receipt of a full refund.

    Thank you '



    I'm getting a little bit irritated now.
  • TidusTidus Posts: 34 [Master Explorer]
    the rider from 400 version at least had a issues with bluetooth connectivity.. the buyers have been reporting them and requesting a solution and never have been solved.. for this reason I have returned/sell my riders (400 and 450) and as I can read now the 5xx haven't been solved at all..

    Sorry to told you this but, didn't expect to have it solved.. I accepted it.. but after I got a ticket because I was not aware of a radar.. I decided to sell it..
  • Trev_HTrev_H Posts: 2 [Apprentice Traveler]
    I recently upgraded from the TT Rider 2 which I had no problems with except for no more map updates.

    Purchased the Rider 550 and I have to say it has been a nightmare to set up and I consider myself a bit of a technical whiz but I was ready for throwing this thing at the wall.

    The problem I was having is that I could pair the Rider 550 and the Scala Q3 to my Samasung S8 but if both were turned on at the same time, neither would connect and it seemed they were both trying to connect to the same bluetooth channel on the Scala Q3 even though I had set them on different channels. After many hours trying different things, I have finally got the Rider 550 to work exactly as it should but there is a method to as follows:

    Pairing sequence:
    1. Make sure all pairings on your Rider 550, your Scala Q3 and your phone are deleted.
    2. Pair your phone to bluetooth channel 1 on the Scala Q3 and wait until it connects and shows that it is paired.
    3. Turn off bluetooth on your phone.
    4. Pair the Rider 550 to bluetooth channel 2 on the Scala Q3 and wait until it connects and shows on the Rider 550 that it is connected.
    5. Turn off the Scala Q3.
    6. Pair the Rider 550 to your phone and wait to see that it is connected.
    7. Turn off or put Rider 550 to sleep.

    Turn on sequence:
    1. Ensure bluetooth on your phone is enabled.
    2. Turn on the Scala Q3 and wait for it to connect to the phone. Sometimes it will disconnect then within a few seconds it will reconnect. (you want it to show that it is connected for Calls and Audio). If not, turn bluetooth on your phone off and then back on again.
    3. Turn on the Rider 550. It should connect to the headset and then phone OK now.

    Everything should now work correctly.

    If you leave the bike for any reason with your helmet still on and the Scala Q3 still attached, first turn off the Rider 550 or put it to sleep. When you return to the bike, ensure the phone is connected to the Scala Q3 first before you turn the Rider 550 back on.

    I have spent many hours today testing this and it has worked for me every time. Although not 100% ideal, it has solved my problem and I now have a fully functional TomTom Rider 550 with all features (including voice dial) working.

    Hope this helps.
  • Trev_HTrev_H Posts: 2 [Apprentice Traveler]
    jyorke wrote: »
    Just to keep you all in the loop,
    I have now tried 3 smartphones
    Sony Xperian Z5
    P20 Pro
    Mate 10 Lite

    Both P20 Pro and the Sony fail to reconnect after the first initial BT connection. I have to power off the Sony and to erase the BT settings from my P20 Pro and then add the P20 pro to the 550 until I power off the 550, then have to repeat this every time.
    However the Mate 10 lite (also made by Huawei) works every time without fail.
    I have requested additional help from Huawei to look at the p20 Pro, but I am not getting anywhere from TomTom.

    Come on TomTom support, can you give us some clues what the issues are?
    The Rider 550 is not a cheap satnav, without BT connectivity the main features for this it becomes rather useless.

    Please Support can you update us on the BT problems?

    THanks

    James
    jyorke wrote: »
    Just to keep you all in the loop,
    I have now tried 3 smartphones
    Sony Xperian Z5
    P20 Pro
    Mate 10 Lite

    Both P20 Pro and the Sony fail to reconnect after the first initial BT connection. I have to power off the Sony and to erase the BT settings from my P20 Pro and then add the P20 pro to the 550 until I power off the 550, then have to repeat this every time.
    However the Mate 10 lite (also made by Huawei) works every time without fail.
    I have requested additional help from Huawei to look at the p20 Pro, but I am not getting anywhere from TomTom.

    Come on TomTom support, can you give us some clues what the issues are?
    The Rider 550 is not a cheap satnav, without BT connectivity the main features for this it becomes rather useless.

    Please Support can you update us on the BT problems?

    THanks

    James

    Give this a try:
    I recently upgraded from the TT Rider 2 which I had no problems with except for no more map updates.

    Purchased the Rider 550 and I have to say it has been a nightmare to set up and I consider myself a bit of a technical whiz but I was ready for throwing this thing at the wall.

    The problem I was having is that I could pair the Rider 550 and the Scala Q3 to my Samasung S8 but if both were turned on at the same time, neither would connect and it seemed they were both trying to connect to the same bluetooth channel on the Scala Q3 even though I had set them on different channels. After many hours trying different things, I have finally got the Rider 550 to work exactly as it should but there is a method to as follows:

    Pairing sequence:
    1. Make sure all pairings on your Rider 550, your Scala Q3 and your phone are deleted.
    2. Pair your phone to bluetooth channel 1 on the Scala Q3 and wait until it connects and shows that it is paired.
    3. Turn off bluetooth on your phone.
    4. Pair the Rider 550 to bluetooth channel 2 on the Scala Q3 and wait until it connects and shows on the Rider 550 that it is connected.
    5. Turn off the Scala Q3.
    6. Pair the Rider 550 to your phone and wait to see that it is connected.
    7. Turn off or put Rider 550 to sleep.

    Turn on sequence:
    1. Ensure bluetooth on your phone is enabled.
    2. Turn on the Scala Q3 and wait for it to connect to the phone. Sometimes it will disconnect then within a few seconds it will reconnect. (you want it to show that it is connected for Calls and Audio). If not, turn bluetooth on your phone off and then back on again.
    3. Turn on the Rider 550. It should connect to the headset and then phone OK now.

    Everything should now work correctly.

    If you leave the bike for any reason with your helmet still on and the Scala Q3 still attached, first turn off the Rider 550 or put it to sleep. When you return to the bike, ensure the phone is connected to the Scala Q3 first before you turn the Rider 550 back on.

    I have spent many hours today testing this and it has worked for me every time. Although not 100% ideal, it has solved my problem and I now have a fully functional TomTom Rider 550 with all features (including voice dial) working.

    Hope this helps.

    Trev
  • Nito_ptNito_pt Posts: 1 [New Seeker]
    edited September 2019
    In my case one thing that works when I try to reconnect the phone (xiaomi android) to the rider is on the phone go to the notification accesses (this option appears the first time we connect with the mydrive app) and turn off and turn on in the option of the app "mydrive", after doing this, the phone connects and with caller ID and message reading options
  • RossieDRossieD Posts: 1 [New Traveler]
    Trev_H wrote: »
    jyorke wrote: »
    Just to keep you all in the loop,
    I have now tried 3 smartphones
    Sony Xperian Z5
    P20 Pro
    Mate 10 Lite

    Both P20 Pro and the Sony fail to reconnect after the first initial BT connection. I have to power off the Sony and to erase the BT settings from my P20 Pro and then add the P20 pro to the 550 until I power off the 550, then have to repeat this every time.
    However the Mate 10 lite (also made by Huawei) works every time without fail.
    I have requested additional help from Huawei to look at the p20 Pro, but I am not getting anywhere from TomTom.

    Come on TomTom support, can you give us some clues what the issues are?
    The Rider 550 is not a cheap satnav, without BT connectivity the main features for this it becomes rather useless.

    Please Support can you update us on the BT problems?

    THanks

    James
    jyorke wrote: »
    Just to keep you all in the loop,
    I have now tried 3 smartphones
    Sony Xperian Z5
    P20 Pro
    Mate 10 Lite

    Both P20 Pro and the Sony fail to reconnect after the first initial BT connection. I have to power off the Sony and to erase the BT settings from my P20 Pro and then add the P20 pro to the 550 until I power off the 550, then have to repeat this every time.
    However the Mate 10 lite (also made by Huawei) works every time without fail.
    I have requested additional help from Huawei to look at the p20 Pro, but I am not getting anywhere from TomTom.

    Come on TomTom support, can you give us some clues what the issues are?
    The Rider 550 is not a cheap satnav, without BT connectivity the main features for this it becomes rather useless.

    Please Support can you update us on the BT problems?

    THanks

    James

    Give this a try:
    I recently upgraded from the TT Rider 2 which I had no problems with except for no more map updates.

    Purchased the Rider 550 and I have to say it has been a nightmare to set up and I consider myself a bit of a technical whiz but I was ready for throwing this thing at the wall.

    The problem I was having is that I could pair the Rider 550 and the Scala Q3 to my Samasung S8 but if both were turned on at the same time, neither would connect and it seemed they were both trying to connect to the same bluetooth channel on the Scala Q3 even though I had set them on different channels. After many hours trying different things, I have finally got the Rider 550 to work exactly as it should but there is a method to as follows:

    Pairing sequence:
    1. Make sure all pairings on your Rider 550, your Scala Q3 and your phone are deleted.
    2. Pair your phone to bluetooth channel 1 on the Scala Q3 and wait until it connects and shows that it is paired.
    3. Turn off bluetooth on your phone.
    4. Pair the Rider 550 to bluetooth channel 2 on the Scala Q3 and wait until it connects and shows on the Rider 550 that it is connected.
    5. Turn off the Scala Q3.
    6. Pair the Rider 550 to your phone and wait to see that it is connected.
    7. Turn off or put Rider 550 to sleep.

    Turn on sequence:
    1. Ensure bluetooth on your phone is enabled.
    2. Turn on the Scala Q3 and wait for it to connect to the phone. Sometimes it will disconnect then within a few seconds it will reconnect. (you want it to show that it is connected for Calls and Audio). If not, turn bluetooth on your phone off and then back on again.
    3. Turn on the Rider 550. It should connect to the headset and then phone OK now.

    Everything should now work correctly.

    If you leave the bike for any reason with your helmet still on and the Scala Q3 still attached, first turn off the Rider 550 or put it to sleep. When you return to the bike, ensure the phone is connected to the Scala Q3 first before you turn the Rider 550 back on.

    I have spent many hours today testing this and it has worked for me every time. Although not 100% ideal, it has solved my problem and I now have a fully functional TomTom Rider 550 with all features (including voice dial) working.

    Hope this helps.

    Trev

    Unfortunately, no success for me but worth the try. At some point it did connect but a second later the Q3 shut down again. I even tried to change A2DP to HSP. Tried to set 'Intercom' as prior in the Cardo Community, but no go for me... I really think this is a major Tomtom issue. I would not recommend the Rider 500 or 550 to anyone as long as these issues are not solved.
  • RoadRiderRoadRider Posts: 485 [Supreme Pioneer]
    RossieD wrote: »

    Unfortunately, no success for me but worth the try. At some point it did connect but a second later the Q3 shut down again. I even tried to change A2DP to HSP. Tried to set 'Intercom' as prior in the Cardo Community, but no go for me... I really think this is a major Tomtom issue. I would not recommend the Rider 500 or 550 to anyone as long as these issues are not solved.

    Dit you reset the Q3 to factory default before pairing?
    In most cases this is the solution for paring issues with headsets. (Comparable with clearing the BT cache on a phone when there are pairing issues with the phone)

    I don’t have pairing issues between my headset and Rider 550 so it can work.
  • AdM_58AdM_58 Posts: 1 [New Seeker]
    I have connected the TomTom Servicedept. because it is impossible to set the volume of my bluetooth earplugs with the 550. I only use them for the trafficmessages. The (quick) answer was that in the next software-update this known problem could be salved. Well... yesterday I downloaded the newest update but..., still not working. If I have know this issue sooner I just did not buy the 550...
  • Paul1dogPaul1dog Posts: 5 [Apprentice Traveler]
    I have a 550, a Honour 8x phone and a Shuberth Sc1 comms and have had nothing but problems regarding bluetooth connection, I mean 4 months of emails to TomTom. I have tried 5 different phones borrowed from family and some of them would connect but on powering down and then switching everything back on, the phones were not recognised so it meant wiping all bluetooth settings and starting over but even then the bluetooth was unreliable. In the end they sent it off to Romiania to be fixed but when I got it back and read the report it said Defect found: "Software issue-application freeze & restart" and apparently reprogrammed to factory specifics and installed the latest fully functonal software release... freeze & restart was never an issue so I've no idea was that's all about! Has anyone found a phone that works with the 550?

    I have been on the phone to TomTom AGAIN and now they are telling me they are aware of the problems with the 550 and are working on finding a solution but have no idea when this will be. Here is an email I've just received from them:

    Thank you for calling TomTom Customer Support Team. My name is Noble and I am glad to have assisted you.

    I do apologize as I cannot offer you an immediate solution for the challenge you are experiencing.

    As discussed on the call, we are aware of this ongoing issue as we are getting calls from our customer with same issue. I will appreciate your patience till a solution is in place by our technical team .

    There’s no timeline as and when this will be fixed hence we will make sure to update you as soon as this is resolved.

    We thank you for your patience and cooperation all this while.

    Have a wonderful day ahead!
  • electronfelectronf Posts: 1 [New Traveler]
    I have had the same problem as you guys for a long time now. I seem to have managed to get mine stable now. Connects to the phone everytime. Brings up phone icon, connects to live traffic etc.

    I have had this problem with other phones where various things stop working (eg bluetoth devices such as my car connect but pressing play pause doesnt work and sopme apps dont show notifications. In both of those cases (and a few others) opening the app on the phone before bluetooth connects makes things work.

    So the problem appears to be the power saving on a lot of android phones which is so aggressive it kills off practically anything in the background. So the answer for me was to do a couple of things. Firstly, there will be an optiion to lock the app in memory. If you go to the task view or what ever it is that shows you the list of tasks running you can do something like swipe the app down or click on a menu icon which should give you the option to lock the app. Secondly, go into the app management section of your phone and select allow startup. Now these things should not get killed.

    So in the case of the Rider 550, I opened the MyDrive app on the phone, did the lock thing and enabled auto startup. From then on, it has worked for me for over two weeks now.

    I guesss the easiest way to try this and see if it is going to work is to go to the phone and open MyDrive before turning on the Rider.

    I have gone from visions of throwing the unit at a brick wall to getting on my bike, switching on my sena, turning on the key and then waiting for the gps to connect to everything and away I go. Every time.

    ps, you also have the option of install tasker and getting it to start the MyDrive app when your gps bluetooth is conencted.

    I have had other issues similar to these on other devices including car stereos and using Sony, Samsung and OPPO devices. I believe the issue is that the GPS unit needs to talk to MyDrive and if it cant then it bails.

    I hope this helps others.

  • MitoMito Posts: 7 [Master Traveler]
    ¡SOLVED!

    Garmin XT connects with iOS 13.6 as a charm.
    TomTom "reaver" 550 gone to the basket of "never again".

    (by the way, my 17 years old Garmin GPS12 still running. My TomTom One gone to the Week Number Rollover heaven forever... Already said "never again"?)
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