Answers

• DougLap Posts: 7,191
  Superuser

  February 2020 Accepted Answer

  Hi @Yellabelly51
  
  Try a Factory Reset
  
  Tap Menu
  Tap Settings
  Tap System
  Tap Reset Device.
  
  This will return the unit to the Out of the box situation although it will not affect your current versions of the Operating software and Maps on the device. You will need to set the unit up again and when it turns on and reconnects to your Account it should restore your Favourites (My Places), and any POI and Route files you may have loaded on it. So before you d the rest go to the My Drive Website and check that all you r data is saved there ready for restoring.
  
  Doug

  9
• Yellabelly51 Posts: 5 [Apprentice Traveler]

  February 2020

  That seems to have sorted the problem. Thank you so much

  1
• DougLap Posts: 7,191
  Superuser

  February 2020

  Hi @Yellabelly51
  
  Glad you are sorted.
  
  Doug

  1
• YamFazMan Posts: 18,669
  Superusers

  February 2020

  Hi
  @Yellabelly51
  
  Further to Doug's post... Check how much Free Memory there is for working space, 400MB is the bare Minimum
  Tap 4Dot (.... Menu) --> Settings --> System --> About... Free Space
  
  ATB YFM

  1
• Yellabelly51 Posts: 5 [Apprentice Traveler]

  February 2020 edited February 2020

  
  ok so basically it now works but if I pair it to my iPhone it returns to the same issue. I did a check following the suggestion from YamFazMan and I seem to have plenty of spare memory.Tried it with MyDrive app installed and without and seems to make no difference.

  0
• DougLap Posts: 7,191
  Superuser

  February 2020

  
  
  There have been problems with iPhones since the issue of IOS13 which means that it no longer connects via Bluetooth where the My Drive App is involved. This usually means that you cannot get the traffic data. There have not been any suggestions on here that it causes it to freeze or turn off when trying to find the route.
  
  It may be an idea to try a Recover my Device as per the following video as this should restore the Operating software properly. The tricky bit is the 3 taps.
  
  https://discussions.tomtom.com/en/discussion/1034277/how-to-recover-your-device/p1?new=1
  
  Before you do this could you confirm if the only map you have on the device is on the Extra memory card. If it is it may be that @VikramK could add a small map to your account which will load onto the internal memory and you can then try it without the extra memory card in.
  
  Doug

  1
• Yellabelly51 Posts: 5 [Apprentice Traveler]

  February 2020 edited February 2020

  that is the only map on my device Plus I only need the UK map

  0
• VikramK Posts: 11,097 Moderator

  February 2020

  @Yellabelly51
  
  Could you send me the device serial number through a private message ?
  
  Thanks
  Vikram

  0
• Yellabelly51 Posts: 5 [Apprentice Traveler]

  February 2020 Accepted Answer

  Thank you DougLap, YamFazMan and VikramK for your patience and support. The problem is now resolved. You all played a role in helping this newbie.
  
  You guys are amazing!
  
  Thanks again
  Yellabelly

  1
• DougLap Posts: 7,191
  Superuser

  February 2020

  Hy @Yellabelly51
  
  Glad you are sorted.
  
  Doug

  0