Stuck on screen with red x and wire

TammyS Registered Users Posts: 2
Apprentice Seeker
edited December 2021 in Devices using Wi-Fi®

What do I do with this? It’s stuck here. I’m supposed to be able to connect to WiFi but I can’t even get to that screen. I have tried connecting to a computer with no luck. I have tried resetting by holding in the button on the back I want to do a factory reset hoping that will work but I can’t because I can’t get to the screen. Anyone?


  • YamFazMan
    YamFazMan Posts: 21,017
    edited August 2020
    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....

    See Tomtom FAQ... Navigation device not starting or displaying a cross....
    I think the device is somewhere between bullet-point (7) & (8)

    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....

    This is a Tomtom User Forum where Users help each other....
    You may need to contact Tomtom Support on Monday....

    Due to COVID-19 the Tomtom Support phone service has been suspended
    For Tomtom Support Email or Chat lines...(Normal Office Hours)
    The way of contacting Customer Services has changed

    Stay Safe... ATB YFM
  • TammyS
    TammyS Registered Users Posts: 2
    Apprentice Seeker
    I have done recovery several times now but the TomTom doesn’t seem to be able to establish a connection to my drive. It does keep trying but just wont work. I have tried different ports on different computers so assume that’s not the problem. Anything else I can do since there is no phone support right now? Is there another way to do a factory reset without needing the TomTom screen,? And would that help?
  • DougLap
    DougLap Posts: 9,966
    Hi @TammyS

    There is not another way to factory reset. You need to contact Customer Support to see if they can help.

    There are no phone lines available with many working from home so see this.

This discussion has been closed.