Crashed 120 Live

flashharry9631 · Occasional Visitor Joined: Jun 03, 2012 Posts: 10

Hi all,
my tomtom 120 live has crashed (gets blocked on start up screen, turns off and starts again on start up screen, turns off etc etc etc) after downloading the tomtom update software 2 weeks ago.
Using Tomtom home, I have re-downloaded the software, but nothing changes, Tomtom's help is for me to pay £100 to get it fixed which seems ridiculous as it is only 13 months old... any solutions would be gratefully received Wink

dhn · Posted: Sun Jun 03, 2012 5:42 pm Post subject:

Make an Explorer, not Home, backup of your unit's contents. If not sure how, see here:
http://www.tomtomforums.com/t17864-how-backup-contents-your-unit-computer-how-restore.html

Then format the unit, don't use quickformat.

Restore the backup. Any better?
_________________
David

marksfish · Posted: Sun Jun 03, 2012 6:04 pm Post subject:

You should be using mytomtom and not tomtom home to update your device, so with the new devices you won't be able to make a backup.

I read this on the TomTom forums to try:

1. Hold the on/off button until it reaches the info screen (where info related to the device is displayed);

2. After entering the info screen press the on/off button 3 times quickly, it should be 3 presses within one second);

3. The device restarts and only shows a cogwheel, it just entered in the 'recovery mode';

4. Make sure to connect the TomTom device to the computer (so it can download the 'last known good application' for your device);

5. Wait for a moment -- wait until you see picture of a TomTom (red x) and a laptop -- then switch off the TomTom unit;

6. Then reset the device, the device should start up normally;

7. Wait 5 minutes.

Mark
_________________
Garmin Drivesmart 51 LMT-D Europe

dhn · Posted: Sun Jun 03, 2012 6:26 pm Post subject:

Thanks for that.....

I got thrown off my reference to downloading the app from Home. My bad. Crying or Very sad

_________________
David

flashharry9631 · Occasional Visitor Joined: Jun 03, 2012 Posts: 10

HI guys, thanks for the replies... sorry I was using mytomtom and not tomtom home Embarassed

Mark, I have tried that but still no good.... Twisted Evil

Tomtom customer service came back and said as my unit is no longer under warranty (3 weeks over ! ! ) it will cost me about £100 to get fixed... seems totally crazy, as it was due to their update that it doesn't work.

I have also noticed you can't search the gps via the computer (as per my old model) to format it and start from scratch... you can only see some files via mytomtom Twisted Evil

Not sure what to do.... pay the money to get it fixed with no guarantee it will start again some day, or pay the same amount and get another satnav.... ( 2nd solution does pee me off as I paid £250 for the satnav just over a year ago).

M8TJT · Posted: Mon Jun 04, 2012 9:43 am Post subject:

@flashharry.
Have a read of this. Not sure whether it helps though.

rfp2001 · Lifetime Member Joined: Mar 28, 2006 Posts: 134

I tackled Amazon quoting the Sale of Goods Act when a pressure washer, used pretty well every week for the cars, failed after 15 months stating I had reasonable grounds for suggesting such a machine should last longer than 12 months home use. After an initial refusal and a further email Amazon relented and sent me a new one together with the means of returning the original at no cost. Because you have a digital storage machine updating it as per the recommendations should have no bearing on your complaint.

Guivre46 · Posted: Mon Jun 04, 2012 10:59 am Post subject:

Second report I've read of 'Recovery Mode' not working. Biggest offputter yet for getting a new unit.
_________________
Mike R [aka Wyvern46]
Go 530T - unsupported
Go550 Live [not renewed]
Kia In-dash Tomtom

marksfish · Posted: Mon Jun 04, 2012 11:57 am Post subject:

Where I got my info from also says:

Try to disable your antivirus and firewall, use Firefox, and make sure that your computer is not going into stand-by or similar.

Clear the cache before each update attempt. Also could do a soft reset before and after the update.

Make sure you have the latest Adobe Flash Player and Java installed.

Make sure you have all the latest updates and hotfixes/patches to your OS.

In case the device looks like hung during the update or the counter stopped, just leave it. It will be fine in a few minutes.

There is a lot of people with "similar" problems discussing how to get a device working again in the TT forum, but don't want to post a link, as not sure of the rules.

Mark
_________________
Garmin Drivesmart 51 LMT-D Europe

flashharry9631 · Occasional Visitor Joined: Jun 03, 2012 Posts: 10

Last update from Tomtom -

"Thank you for contacting the customer services, sorry we couldn't help you, if you have any other questions, please don't hesitate to contact us" !

What a joke.... so you spend £250 on a Tomtom satnav and they don't care... hummm me thinks I won't buy a tomtom again ! Twisted Evil

dhn · Posted: Mon Jun 04, 2012 5:18 pm Post subject:

I would try the Recovery Mode again .....

You said it didn't work but, at what point?

Hold the power button till you get to the diagnostic screen. White rows of data on a black background. Let go of the button.

Now, 3 quick taps of the power button, maybe 1/2 a second apart.

After the 3rd tap, a few seconds later your screen should change to one of a gear in a computer screen.

Connect to the computer and the last known good application should get installed on your unit. May take a minute or so to have it start.

Once done, open up the MyTT web site, log in, and the latest application should be available under 'new items'.
_________________
David

flashharry9631 · Occasional Visitor Joined: Jun 03, 2012 Posts: 10

Hi Dhn,

I have tried this about 5 times now.... no change... the start up screen just starts, stops, starts again, stops etc etc... I have left it on all morning - no change

dhn · Posted: Mon Jun 04, 2012 5:40 pm Post subject:

Flashharry....

I would like to send this thread to a contact I have at TomTom to see if she can help you out. No promises but she has helped others....

But, in order to do so, she'd need your email address. If you trust me, can you send your email address via a private message here to dhn? And then I can send the link.
_________________
David

dhn · Posted: Tue Jun 05, 2012 11:34 am Post subject:

Got some feedback, Flashharry............

This is a slightly different version to the one you guys are posting. Perhaps it's worth a try?

Hold the on/off button past the drum sound until it reaches the black and white bios/info screen.

Immediately after entering the info screen press the on/off button 4 times quickly. Exactly 2 presses per second.

The device restarts and shows a TomTom logo and then a spinning cogwheel, this is recovery mode.

This symbol remains for some minutes.

Connect to the computer with MyTomTom support app open when prompted.

Leave the device connected until it reboots itself and starts working normally.

Disconnect and test.

If recovery mode, through a fully able PC without restrictions and all that, doesn't work there are no other options than a repair.

I'd suggest Flash Harry to call in during business hours to get one of the agents in this building, they may be able to talk a supervisor into allowing him a repair under warranty, but it's not the agents call, nor mine, unfortunately.
_________________
David

flashharry9631 · Occasional Visitor Joined: Jun 03, 2012 Posts: 10

Hi all... well after trying with no success, I finally had to bite the bullet and fork out the £100 to send the gps back to Holland to Tomtom for repair... just arrived this morning, all works (infact I think they have given me a new one or maybe reconditioned) only problem, impossible to connect to the live services Evil or Very Mad

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