| View previous topic :: View next topic |
| Author |
Message |
Milesey
Regular Visitor
Joined: Mar 07, 2006
Posts: 80
Location: Holmfirth
|
 Posted: Thu Mar 18, 2010 2:43 pm Post subject: TomTom 940 (etc) screen freeze |
 |
|
Just an update on the screen freeze issue that quite a few of us have been discussing on and offline lately ...
I sent the TomTom 940 back to TomTom on Monday and received it back this morning. Great response and service so far.
They returned my original unit, stating "no fault found". I called TomTom support immediately (ready for battle!) but was immediately reassured that the unit had been reflashed and reloaded from scratch (with an apology that the leter was misleading). Again, so far so good.
I then immediately backed up the TomTom's contents to disk (full drive copy - not using TT Home). Although I've already followed TT's reflash/reload instructions 3 times, I noticed that the contents from their reflash differs from the backup I made after my own reflashes/reloads - therefore I'm still hopeful this may make a difference.
I'm now going to run the TT in this vanilla state for a few days. I'll then let TT Home upgrade the TT App and maps. Finally, I'll add back my custom POIs (including PGPSW speedcams).
Hopefully this will sort the issue for good but I'll post an update as things move on. Anyone else had success with this approach ? |
|
| Back to top |
|
 |
MrT
Frequent Visitor
Joined: Nov 14, 2003
Posts: 2143
Location: Surrounded by A1, M1 & M25
|
| Posted: Thu Mar 18, 2010 7:47 pm Post subject: |
|
|
One thing I have noticed is that the screen freezes usually occur just after a traffic update and that when HD traffic is not working, there are far less freezes.
_________________
Drivelux |
|
| Back to top |
|
|
Milesey
Regular Visitor
Joined: Mar 07, 2006
Posts: 80
Location: Holmfirth
|
| Posted: Thu Mar 18, 2010 10:46 pm Post subject: |
|
|
| MrT wrote: | | One thing I have noticed is that the screen freezes usually occur just after a traffic update and that when HD traffic is not working, there are far less freezes. |
Yes, agreed that's what I've seen too - and always when I've had a route planned in (which I guess is when traffic updates are pulled every three mins). Over ther next few days, as I build the system back step-by-step to where it was, I'll keep a route always planned in to have the best chance of recreating the freeze (or hopefully, not!).
_________________
(Older kit: TomTom Go Original, 910, 940 Live, 1005 Live and Snooper S4 Neo. Mazda TomTom NB1 built-in). |
|
| Back to top |
|
|
Milesey
Regular Visitor
Joined: Mar 07, 2006
Posts: 80
Location: Holmfirth
|
| Posted: Mon Mar 22, 2010 2:54 pm Post subject: |
|
|
Well, several days in and quite a few motorway and local journeys, all seems good so far. Have now installed a completely fresh version of TT Home (killing everything in My Docs\TomTom and Applications Data, etc before reinstall). Then I've allowed Home to fully upgrade the "virgin" TT to later maps, latest app, TT speedcams, petrol, etc. Have also added back all my custom POIs (with the PGPS speedcams switched off in terms of Show On Map, but warnings are on).
Fingers crossed for next few days ...
_________________
(Older kit: TomTom Go Original, 910, 940 Live, 1005 Live and Snooper S4 Neo. Mazda TomTom NB1 built-in). |
|
| Back to top |
|
|
Milesey
Regular Visitor
Joined: Mar 07, 2006
Posts: 80
Location: Holmfirth
|
| Posted: Mon Apr 12, 2010 1:32 pm Post subject: |
|
|
Final update to this ... hope this helps anyone with the same issues.
Since getting the unit back from TomTom, I've not had one single screen freeze (sods law what will happen on my way home now though ...). That's now 3 weeks and quite a few long journeys.
So anyone with this problem, I'd recommend you get the item back to TomTom within your warranty period. Mine was returned after just 4 days which was very impressive.
_________________
(Older kit: TomTom Go Original, 910, 940 Live, 1005 Live and Snooper S4 Neo. Mazda TomTom NB1 built-in). |
|
| Back to top |
|
|
Orac1
Banned
Joined: Apr 02, 2010
Posts: 38
|
| Posted: Mon Apr 12, 2010 1:43 pm Post subject: |
|
|
| Milesey wrote: | | So anyone with this problem, I'd recommend you get the item back to TomTom within your warranty period. Mine was returned after just 4 days which was very impressive. |
What does the TomTom service documentation show in terms of what they have supposedly done to the unit to fix the problem?
As I have a 940 that never had a map freeze (while voice navigation continues) in the first 6 months of its life but has now done this several times in recent months I personally reckon this issue is not hardware related.
Also my relative's newer TomTom 750 unit is periodically experiencing the same issues. I doubt that TomTom have done anything other than a test of the hardware and a reinstall of the software. |
|
| Back to top |
|
|
Milesey
Regular Visitor
Joined: Mar 07, 2006
Posts: 80
Location: Holmfirth
|
| Posted: Mon Apr 12, 2010 5:13 pm Post subject: |
|
|
| Orac1 wrote: |
What does the TomTom service documentation show in terms of what they have supposedly done to the unit to fix the problem?
...
Also my relative's newer TomTom 750 unit is periodically experiencing the same issues. I doubt that TomTom have done anything other than a test of the hardware and a reinstall of the software. |
You're right - check my first post in this thread. All they did was a full reinstall ("the unit has been reflashed and reloaded from scratch" - to quote the person from TT support).
I had already performed a similar procedure myself (3 times), however it was done using instructions provided by their Support team and not from an original backup. As soon as I received the unit back, the first thing I did was to make a full backup of this working state just in case the problem comes back.
_________________
(Older kit: TomTom Go Original, 910, 940 Live, 1005 Live and Snooper S4 Neo. Mazda TomTom NB1 built-in). |
|
| Back to top |
|
|
Orac1
Banned
Joined: Apr 02, 2010
Posts: 38
|
| Posted: Mon Apr 12, 2010 6:08 pm Post subject: |
|
|
| Milesey wrote: | | I had already performed a similar procedure myself (3 times), however it was done using instructions provided by their Support team and not from an original backup. As soon as I received the unit back, the first thing I did was to make a full backup of this working state just in case the problem comes back. |
At the end of the day the screen lock ups are an inherent current defect in the x40 x50 units in conjunction with the current Navcore. Sooner or later through one of the many software glitches we all experience such as the unexplained occasional spontaneous hard reset starts etc an x40/x50 unit will end up in a condition where it starts to screenfreeze from time to time (even though the spoken navigation instructions continue).
TomTom is showing its usual head in the sand reaction here by trying to make out that the end user is at fault in some way and has done something wrong when the reality is that it needs to get on and release a Navcore update for the x40 and x50 units that overcomes the problem. Or they could come up with a downloadable tool that detects the state of files on the unit are involved in the screen hang condition and resets them to a known factory default condition where they work correctly. Forcing customers to pack up and return to Holland units that are not actually physically defective is a ridiculous approach for TomTom to take.
But this is the same as their response to the numerous out of date petrol prices and phantom dead petrol station issue where their response to a massive problem is to simply try and make it hard for customers to log a complaint with support rather than just getting on with the perfectly easy task of cleaning up their database by removing dead petrol station entries and threatening to strike out a price listing for any petrol company who does not have a way to automatically supply TomTom with a new price at least once every 24 hours. |
|
| Back to top |
|
|
newsagent
Lifetime Member
Joined: Dec 13, 2005
Posts: 23
|
| Posted: Thu Apr 15, 2010 7:10 pm Post subject: |
|
|
I'm in Normandy at the moment and for the last 3 days my 750 is locking up every 5-20 minutes. Never had this problem before and the unit is only a few months old. It keeps losing track of my position also, showing me in the middle of fields and trying to send me down non existent roads.
To say it is annoying is an understatement, I've thought about throwing it out the window a few times. |
|
| Back to top |
|
|
Milesey
Regular Visitor
Joined: Mar 07, 2006
Posts: 80
Location: Holmfirth
|
| Posted: Thu Apr 15, 2010 9:17 pm Post subject: |
|
|
| newsagent wrote: | | I'm in Normandy at the moment and for the last 3 days my 750 is locking up every 5-20 minutes. ... |
Definitely get it back to TomTom as soon as you can.
Orac1 is right in that TomTom should take responsibility for this issue - either by fixing their code to trap for these freezes properly or by implementing a fix for the so-called "corruption". However, unless users log these faults with TomTom and subsequently cause them cost for the collection, reloading and returning of the units, there's little incentive for them to prioritise the work.
So - anyone with this issue - please contact TomTom.
_________________
(Older kit: TomTom Go Original, 910, 940 Live, 1005 Live and Snooper S4 Neo. Mazda TomTom NB1 built-in). |
|
| Back to top |
|
|
hoolahoops
Lifetime Member
Joined: Aug 07, 2007
Posts: 49
Location: Milton Keynes
|
| Posted: Wed Apr 21, 2010 8:51 am Post subject: |
|
|
I sent back my 3 month old 950 last week (after a week of TT support suggesting the usual re-format and re-install rigmarole which as expected had made no difference - the unit was still locking up a couple of times a week).
They sent me a replacement out the same day they received it. The only problem now is I can't get the live subscription working on the new unit (says operation cancelled every time I enter my account details). Currently waiting for TT to find a fix. Ho hum.
_________________
Kev
TT Go 950 Live. Fixed Brodit mount
Motorola Moto 4G |
|
| Back to top |
|
|
hoolahoops
Lifetime Member
Joined: Aug 07, 2007
Posts: 49
Location: Milton Keynes
|
| Posted: Thu Apr 22, 2010 1:08 pm Post subject: |
|
|
Update: TT support says the "operation cancelled" problem can't be fixed. They are arranging for a 2nd RMA and another replacement unit. Have offered 2 additional months Live subs in "compensation".
_________________
Kev
TT Go 950 Live. Fixed Brodit mount
Motorola Moto 4G |
|
| Back to top |
|
|
Juniper
Occasional Visitor
Joined: May 30, 2006
Posts: 28
Location: Bristol
|
| Posted: Sun May 02, 2010 10:40 pm Post subject: |
|
|
Found this thread by searching, because I have just hit this problem. I only got my 750 on 5th April, but this weekend I did Bristol to Croydon to Canterbury to Bristol, and the screen froze 4 times. The first 2 occasions, tapping the screen then Done to get back sorted it out. The 3rd, I ended up holding the power button for ages to kill it, then again to restart. It produced some kind of error dump that I regret not photographing - certainly a screen full of writing, but given that I was driving, I used the power button twice and all was well for the next 150 miles.
I used Home to do updates when I first got it - am I to assume that another update isn't going to help, and I should get TomTom to take it back and do something with it? |
|
| Back to top |
|
|
Milesey
Regular Visitor
Joined: Mar 07, 2006
Posts: 80
Location: Holmfirth
|
| Posted: Sun May 02, 2010 11:27 pm Post subject: |
|
|
| Juniper wrote: | | I used Home to do updates when I first got it - am I to assume that another update isn't going to help, and I should get TomTom to take it back and do something with it? |
As you've seen from my experience, I ended up messing about with this issue for months and only a return to TomTom fixed the issue (which I'm pleased to say is still the case).
If you have a backup from when the item was first switched on, then that is probably worth restoring, however if in any doubt, I would contact TomTom ASAP and get them to sort the unit. Also, the more people that do this, the more that TomTom will be inclined to fix this issue properly.[/b]
_________________
(Older kit: TomTom Go Original, 910, 940 Live, 1005 Live and Snooper S4 Neo. Mazda TomTom NB1 built-in). |
|
| Back to top |
|
|
mikealder
Pocket GPS Moderator
Joined: Jan 14, 2005
Posts: 19638
Location: Blackpool , Lancs
|
| Posted: Mon May 03, 2010 7:51 am Post subject: |
|
|
| To reset your device press and hold the on/ off button until the device plays the drum roll at this point release the button or the unit will display a black screen covered in white writting (which is probably what you saw on the unit) this is quite normal. No idea why the x40/ x50 units do this annoying screen freeze, lets hope for a Navcore update to rectify this snag soon - Mike |
|
| Back to top |
|
|
|
![]() Posted: Today Post subject: Pocket GPS Advertising |
|
|
We see you’re using an ad-blocker. We’re fine with that and won’t stop you visiting the site.
Have you considered making a donation towards website running costs?. Or you could disable your ad-blocker for this site. We think you’ll find our adverts are not overbearing!
|
|
| Back to top |
|
|
|
Forum FAQ
Search
Usergroups
Profile
Log in for private messages
Log in
