Rider 500 stuck on PC to TomTom cable (with x and red triangle) screen

ZRider
ZRider Registered Users Posts: 4
Apprentice Seeker
Hello everyone,

my Rider 500 was working fine until today. I connected it to a new wifi network and right after that it shut down (actually wrote shut down on the screen) and then keeps restarting at the screen mentioned in the title.

Pressing the on/off button will just bring you to this same screen. Even if I keep it pressed for 20 secs I get not tomtom sound and no boot screen. Just the tomtom logo and then the title screen.

Additionally my pc (win10) will not recognize it as a device at all, like it's not there. Tried different usb ports and cables.

Any help would be greatly appreciated. It decided to do this 2 days before a two week trip abroad.

Answers

  • nabu
    nabu Posts: 16,890
     Superuser
    edited July 2021
    Hello

    reset to default values factory setting

    Settings / System / Reset device
  • ZRider
    ZRider Registered Users Posts: 4
    Apprentice Seeker
    It will not boot the OS to do this. I have to access to settings.
  • nabu
    nabu Posts: 16,890
     Superuser
    edited July 2021
    So tomorrow send an email to TOMTOM after-sales service

    https://help.tomtom.com/hc/en-gb
  • ZRider
    ZRider Registered Users Posts: 4
    Apprentice Seeker
    I managed to get the pc to recognize the tomtom and connect to mydriveconnect but soon after it says device not responding.

    Thanks
  • ZRider
    ZRider Registered Users Posts: 4
    Apprentice Seeker
    Just an update on this.

    Contacted Tom Tom support and after getting through the same old troubleshooting instructions on the chat box I was informed that someone would get back to me. This is on July 30th. Sent them another email on August 10th since I hadn't heard from them. Still nothing two months later (sent another email today as a final attempt) . In the meantime my warranty has expired so I don't know if they'll do anything even if, against odds, someone gets back to me.

    Sad really since I liked the product for as long as it was working. Their support though seems horrible and a sure way of not buying anything from the tomtom brand again.
  • YamFazMan
    YamFazMan Posts: 20,967
     Superuser
    edited September 2021
    Hi
    @ZRider
    looks like Recovery Mode has automatically started on your device....

    Firstly... Do you have Maps installed on a Micro SDHC Memory Card ??? If 'Yes' See... https://discussions.tomtom.com/en/discussion/comment/1776461/#Comment_1776461

    Note... The Recovery Mode procedure will >> NOT << work with the device connected over Wi-Fi....
    For Recovery Mode to work, MyDrive Connect >> MUST << be running on your PC, and be capable of displaying as >> CONNECTED << in MyDrive Connect...
    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....

    Installing MyDrive Connect....
    Here... https://help.tomtom.com/hc/en-gb/articles/360013959499-Installing-MyDrive-Connect
    ___________________________

    See Tomtom FAQ... Navigation device not starting or displaying a cross....
    See... https://help.tomtom.com/hc/en-gb/articles/360013959579-Navigation-device-not-starting-or-displaying-a-cross
    If Recovery mode has Auto Started, it will bypass the Text screen and the 3 presses of the power button... And will already be at a stage of Recovery somewhere between the 'Spinning-disk' image shown in bullet point (5) and the bullet point (7) image showing the recovery progress count up to 100%

    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 of the device... Recovery Mode will continue to attempt to connect to MDC until the Server eventually times-out
    ___________________________
    End
    ___________________________

    You may need to Contact Tomtom Support....
    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)
    Chat will be available during Normal Office Hours
    Email will be available outside of Normal Office Hours

    See… Step by Step tips when Contacting Tomtom Support....
    Here... https://discussions.tomtom.com/en/discussion/comment/1771083/#Comment_1771083
    ________________________

    Tomtom FAQ … How to Contact Tomtom Support....
    Here… https://help.tomtom.com/hc/en-gb/articles/360015568919-How-to-contact-TomTom-support
    __________________________
    End
    __________________________

    If all else fails ??? Maybe try....
    If I'm having problems with MyDrive Connect....
    I find deleting the "HOME3" and the "MyDrive Connect" folders in the MyDrive Connect Program will usually bring MyDrive Connect back to life...
    See Step-by step instructions Here... https://discussions.tomtom.com/en/discussion/1134289/connection-problems-mydrive-connect-delete-the-home3-mydrive-connect-folders

    Stay Safe... ATB YFM