Tomtom Won't Boot Up Options

[chazzle]

After logging onto tomtom home a couple of nights ago it recommended me to update the software on my 720 to the new 7.21 version. Since then my tomtom won't start up. It gets to the internal disk booting up screen and then gets stuck with a big flashing red cross on the screen next to the image of the tomtom. When I connect it back to my PC the PC is still recognising the device but still home is recommending the 7.21 upgrade. I ran the upgrade again but it has not done anything. I have also reset the device and run a system restore but to no avail. I have emailed support and am awaiting their response but just wondering if anyone here has any handy hints or have had the same problem. Thanks.

[Pirate3000]

Hi
If you have a backup? the best thing to do would be to restore it to a working backup version, and then see if this boots, then try the update again..

Steve

[chazzle]

Hi Steve,

I tried a system restore through home but this didn't work, the thing still wouldn't boot up.

Chaz

[Pirate3000]

Hi
You could delete everything off the ttg and then do a restore from a working backup and see if that works as it might be a file that is on the TT unit that is stopping it.

Steve

[Antoeknee]

Though not using a 720 my 500 wouldn't startup after upgrade to 7.16. Always stuck on the first splash screen.

After conncting to Home I chose Operate my Go and another file was downloaded. After this the device would boot up norammly when not connected to my PC.

Might be worth a try.

[radavis]

I have also got a 720 and the same thing has just happended to me, the device worked perfectly before upgrade and after it gets stuck on the red circle with white cross, used reset button still doesnt work, Tried backup I had made via Home, it appeared to load only a couple of files and it still doesnt work. I tried to run the device via Home but says that the file I need to download is at present not avalable.

Help anybody??????????????!!!!!!!!!!!!!!!!

Thanks

Raymond

[sysinfo]

It is probably a corrupt file that the boot up sequence has found. 1st did you make a backup using windows explorer before you downloaded the new version. If you did you could wipe the 720 clean and copy back the backup. Backup, using home will store it on your computer under the home folder in backups, you could again wipe the 720 clean and restore using windows explorer rather than the home.

[chazzle]

Hi guys,

I have fixed the problem.

Thanks for the suggestions guys, they worked.

Using explorer (not home) I cleared the internal memory on tomtom and copied and pasted the back up files I had made prior to the messed up download.

Things seem to be working just fine now.

Thanks again,

Chaz

[radavis]

Same hear, Deleted everything off of my 720 and copied my Home backup onto the device and it all works again.

Thanks

RAymond

[Andy_P]

HOORAY FOR BACKUPS!!!!
If you haven't got one (and you know who you are!) DO ONE NOW!

Otherwise, you've got no one to blame but yourself if you get into problems later and no one can help....

[sysinfo]

I second "Hooray for Backups", but not using home

[David10]

For the record - I had the same problem as above. Following the suggestions above resolved the problem.

Also for the record I logged a question with Tom Tom support 4 days ago when it first happened ...... waiting...waiting...waiting....waiting

[TomTomDude]

There appears to be a suprising amount of people who are experiencing glitches and faulty hardware after updating their device with the latest software from the TomTom website.
Upon purchasing my 720, I plugged it in at home and installed the relevant software from the accompanying CD. A message then popped up to ask me to upgrade my version of TomTom HOME to the latest version from the website.
After this, I was given the option to upgrade my TomTom device software to version 7.2. This is when the problems began! Before doing so, I attempted to make a back up of my device. This would not work for some reason, so I decided to go ahead with the upgrade anyway...
I now have a completely unfunctional SatNav, thanks to software that came directly from TomTom! I cannot believe that this fault has not been rectified and that the harmful upgrade software has not been removed from their website. I have found reports all over the net dating back to last year concerning problems with this upgrade software! Yet TomTom have made no efforts to fix the issue.

Some links for you, regarding these flaws:

http://www.ebuyer.com/product/131112/show_product_reviews
http://www.yournav.com/forum/lofiversion/i...php/t10770.html

In fact, all you need to do is Google "TomTom Go 720 upgrade boot problems" and you will soon realise the amount of people who have experienced issues with upgrading their device.

Currently, there are now only two options for me.
1) Go home, plug it back into my PC and play about to see if I can restore the original settings.
2) Take it back to the retailer, get a new one and just NEVER upgrade it.

If I find a technical fix, I will post it here.

Shame really, this device had such promise.

[Andy_P]

I attempted to make a back up of my device. This would not work for some reason, so I decided to go ahead with the upgrade anyway...

....Which is where you went wrong!

If you try to update ANYTHING computer-based without a backup, I'm afraid you deserve everything you get.
The first thing you should have done was Google that problem and you would have found instructions for making a full backup with Windows Explorer.

As for the reliability or otherwise of the update procedure, of course we only ever hear of the times it has gone wrong, and many, many times it ends up being something the user has done (like not using the "safely remove hardware" button on the PC before EVER disconnecting the TomTom.

For perspective, I NEVER use Home for backups, (as recommended on all the forums), but I have used it to update software and maps MANY times now (for both my own units and several peoples' at work), and have never had it fail on me once, so it's not a simple matter of repeatably duff software.

Would you like us to go through some simple suggestions to try to restore it to functionality?

[TomTomDude]

Well, regardless, not making a backup did not make a difference either way.
Finally, TomTom have taken notice of this problem and have come up with the following solution to fix this upgrade flaw.

In brief...
1) Backup all files and folders from your TomTom. (Either through HOME or drag and drop in Windows.)
2) Delete all files off the root directory of your TomTom. Do NOT delete any folders.
3) Disconnect device, reset it, then reconnect it.
4) Reinstall all the software... and you're done!

Here's the email from TomTom.

--------------------------------------------------------------------------------
Thank you for contacting TomTom Customer Support.

As discussed, you are experiencing a software issue and the problem lies within the application on your device.

In this email you will find the solution for the error on your TomTom. This solution can be used in the following situations:

• The device hangs in the start screen (splash screen)
• An SD-card with a red cross is displayed on the screen
• A picture with a red dot and white cross is displayed
• The device can’t be turned off

If you haven't already done so, please download and Install TomTom Home from http://www.tomtom.com/7602

If you don’t have a full backup of your TomTom yet we advise you to make one before continuing with the steps in this email. You can make a backup by following the steps below:

1. Reset your TomTom device: http://www.tomtom.com/6965 and connect it to your computer.
2. Click on 'Backup and Restore -> Backup' in TomTom Home 2.0
3. Enter a name for the backup and click [OK]
• IMPORTANT: When the software is asking to delete parts from the backup click [NO]

After the backup is made you delete the files from the root directory of the TomTom. Follow the steps below to do this:

1. Reset your TomTom device: http://www.tomtom.com/6965 and connect it to your computer.
2. Open My Computer in Windows, or Finder in Macintosh from your desktop and turn on your TomTom device.
3. On your screen a new removable disk appears, this is your TomTom device, click on the disk to open it.
4. You will see a list of folders and a list of loose files
5. Delete all of the loose files. IMPORTANT: The folders with their content must NOT be deleted.
5. Close the window when all files are deleted by clicking on the [x].

Next we will reinstall the application via TomTom HOME.

1. Start TomTom HOME on your computer
• TomTom Home should automatically check for updates and prompt you to install them, if not:-
2. Click on 'Update my device'. If you get the message 'No Items Available', or there is not an application to download, click on 'Add Maps, Traffic, Voices etc -> Items on my computer', select the application and click on 'Add'.
3. Select the Application update.
4. Click on 'Device -> Disconnect Device', then turn off your device when it is done installing and disconnect it from your computer.
5. On a PC, in the System Tray by the computer clock, click on the 'Safely Remove Hardware' icon and disconnect the TomTom also in this way.

When switching on the device it should boot as normal again.

With Best Regards
The TomTom Customer Support Team
----------------------------------------------------------------------------------------

Good luck!

[Andy_P]

Well, regardless, not making a backup did not make a difference either way.

Why not? If you had a good backup, you could have been up and running again straight away.

Delete all files off the root directory of your TomTom. Do NOT delete any folders.
3) Disconnect device, reset it, then reconnect it.
4) Reinstall all the software

That was basically what I was going to suggest next. It's the first thing we recommend if the reset/Clear Flash tool/Revert to Factory settings, methods don't work.

You don't say whether it has actually worked for you...
Assuming it has, then I'd suggest you make that Windows Explorer backup immediately, (instead or as well as their suggestion of a 'Home' created one) as you've failed to get a working backup from 'Home' before.
Instructions HERE if you need them.

[TomTomDude]

Apologies, yes, the solution I posted above did work, without any data loss! All my files and settings remained intact, which I really did not expect!

I made an immediate back up (which worked this time!) and also made a manual backup via Windows Explorer.

I just feel sorry for the people who have ended up taking their devices back to the retailers and getting refunds, when such a simple fix like this could have been distributed more widely by TomTom when you download their upgrade software.

One thing I will add. If you have any further issues, PHONE them, do not rely on just emailing them. They do get the email, but christ knows when they will eventually respond. The support worker I spoke to on the phone acknowledged receipt of my email (that I'd sent 2 days previously) and promised a reply within 10 minutes - which I got. So my advice is to send them a quick email, then get on the phone and start bugging them!

[Andy_P]

Glad it's all worked out out fine.