GO Premium - Operation of on-screen Menu icon appears to have been corrupted

[DavidB@#8]

GO Premium, bought May 2022, still under warranty.

Notification of new map and other updates; completed 29 Nov 2022.
Was also notified to update MyDriveConnect on my Win11 laptop (always bang up-to-date).

Now when I tap the Menu icon the screen goes black for about 10 secs and then returns to the home/map screen.
This happens no matter whether I tap the Menu icon on the home/map page ( .... Menu ) or when in a selected route view ( .... )

I have carried out several soft resets of the device as well as completing several software recovery procedures, as advised in TOMTOM web pages.

Nothing has changed. The Menu icon just does the same thing over again.

Occasionally, after taping the Menu icon the device will shut-down and re-boot.

In all othe respects the device seems to function - I can obtain routes to my saved places; routes to selected points on the map etc.

But I cannot change any settings without a functioning Menu icon since none of the slectable function icons can be brought onto the screen. I cannot Search without being able to access the Search icon..

What can be done to remove this corruption to the Menu icon?

 

[dhn]

Did the software Recovery process actually take place?

See here for proper method:
How to recover your device - YouTube

 

[DavidB@#8]

Thanks for your reply.
Yes, the restore did complete.
I watched the % progress indication on the MyDrive Connect screen.

There was a difference on my device at the point when I needed to plug the USB cable into the device. The on-screen iconography was not of a spinning wheel but a graphic of a computer and a device with a red triangle and an exclamation mark in it. Beneath these was a graphic of a cable that was shown connected to the device and then a red X at the end close to the computer graphic.

I think this is a poor piece of graphic representation of the status / action required.

Does the red X suggest that the computer and device are to be disconnected?
Does it suggest that now is the time to link the two devices?
Does it suggest that the two should be kept disconnected?

Why not use a few words to make things clear?

I decided that now was the time to connect the two devices (computer & SatNav)

As I have mentioned I have gone through this recovery process several times, if for no other reason than to be sure that i followed the instructions closely and it was successfulI.

 

[DavidB@#8]

Retrieving an e-mail address from a TomTom support tech. from a long time ago, I have managed to make contact once again.

But, it was a direct email that prompted contact, not a Chat-bot.

Second But, I am having to respond to all of the same questions: "Have I tried a Soft Reset?" "Have I tried a Software Restore?"

I shall continue to post progress, as / if it takes place.

 

[dhn]

Was it this email address? Apparently, it does work:

(e-mail address removed)

 

[DavidB@#8]

Retrieving an e-mail address from a TomTom support tech. from a long time ago, I have managed to make contact once again.

But, it was a direct email that prompted contact, not a Chat-bot.

Second But, I am having to respond to all of the same questions: "Have I tried a Soft Reset?" "Have I tried a Software Restore?"

I shall continue to post progress, as / if it takes place.

First level responder not capable of fathoming the problem. Now referred to "a senior support person"...... and the days tick by!

 

[canderson]

If the device does not respond to the Recovery procedure, I'd be very much inclined to return it to the retailer in trade for another Premium.

Just curious - does your Premium's serial number start with ZR, ZS or ZT? Does it include inbuilt cellular (SIM) capability, and how much internal memory?

I'm trying to validate my serial number list here.

 

[DavidB@#8]

If the device does not respond to the Recovery procedure, I'd be very much inclined to return it to the retailer in trade for another Premium.

Just curious - does your Premium's serial number start with ZR, ZS or ZT? Does it include inbuilt cellular (SIM) capability, and how much internal memory?

I'm trying to validate my serial number list here.

I'm not holding breath but TomTom has finally decided to arrange shipment of my device to Romania for investigation (and fix?).

Yes to both questions. As the title to my thread says it's a GO Premium, so it has the memory that it was built with.

 

[canderson]

I wasn't clear enough. Can you help by identifying  which of the 3 prefixes matches your serial number? Does yours include cellular connection ability to get traffic data, or must you use a phone for data connection? Trying to keep my serial number chart correct.

 

[DavidB@#8]

The questions were clear and I answered 'Yes to both' I.e. the SRL of my Premium begins with one of those prefixes and it does have its own SIM.

Forum members from far away places like Colorado, seeking specific details which uniquely identify someone else's property, might consider explaining their interest more clearly than "keeping MY serial number chart correct. Why should I consider that helpful or important to resolving my problem?

I'm not interested to become a TomTom problem solving expert, I just want to be able to use the product that I purchased only 5 months ago.

 

[Arno]

I am a tad disappointed with your reply to canderson's post.
In the first place, if you were to read, you will see that he is a Moderator.
Secondly, only TomTom can identify the Original purchaser of a device but, for that the complete serial number is required. He never asked you for the serial number he only wants the 2 letter prefix to make sure he labels the GO Premiums correctly as to the 2 different sizes of memory and whether it is a device with 2nd SIM card to get a live data feed.

Right now, he is extremely busy preparing a structure change of the Forum to accommodate the huge influx of new members and their different devices.
canderson has the power to ban you for good from this site, not that he would do it.

This is a peer-to-peer Forum and you have given valuable advice already please, let's keep it that way.

 

[canderson]

The questions were clear and I answered 'Yes to both' I.e. the SRL of my Premium begins with one of those prefixes and it does have its own SIM.

Forum members from far away places like Colorado, seeking specific details which uniquely identify someone else's property, might consider explaining their interest more clearly than "keeping MY serial number chart correct. Why should I consider that helpful or important to resolving my problem?

I'm not interested to become a TomTom problem solving expert, I just want to be able to use the product that I purchased only 5 months ago.

Had I asked for your full serial number, that would indeed be reason for concern. That would indeed uniquely identify your property.

Sorry ... missed the intent of your "yes" reply.

Assuring that we have an accurate list of two character serial prefix vs. model features here at tomtomforums assures that we are providing accurate responses to those who ask for help. The three I mentioned happen to be a set where I have questions about the list accuracy, so I solicited your assistance. You declined. That's OK.

If you frequent this forum, you will find that we often ask for the 1st two characters to be sure we fully understand which model and 'sub-model' the user owns so we can be sure any answers or suggestions are more properly tailored to the device in question.

Is that a more adequate explanation for my query?

 

[DavidB@#8]

Yes, thanks.

My device is stand-alone for all services; it is a ZS xxxxx and has, i believe, 16Gb of internal memory of which 2.9Gb is currently free.

 

[DavidB@#8]

I am a tad disappointed with your reply to canderson's post.
In the first place, if you were to read, you will see that he is a Moderator.
Secondly, only TomTom can identify the Original purchaser of a device but, for that the complete serial number is required. He never asked you for the serial number he only wants the 2 letter prefix to make sure he labels the GO Premiums correctly as to the 2 different sizes of memory and whether it is a device with 2nd SIM card to get a live data feed.

Right now, he is extremely busy preparing a structure change of the Forum to accommodate the huge influx of new members and their different devices.
canderson has the power to ban you for good from this site, not that he would do it.

This is a peer-to-peer Forum and you have given valuable advice already please, let's keep it that way.

Arno,
I note your intervention. Allow me to (briefly) set out the measure of my disappointment, which in ‘tad units’ is high.
Firstly, the dictionary definition of Moderator (in this context): - someone who audits for the outrageous or unreasonable. None of my comments can be classified in that way; I have either asked questions or provided answers, sometimes with a modifier. So, the implied threat, “canderson has the power to ban you for good from this site” is unwelcome and unwarranted. It also sets the Forum in a poor light.
To help understand:
1. After being bombarded by TomTom’s emailed advertising over several yrs and my GO 6000 being 7 yrs old in May 2022, I decided to buy a GO Premium directly from TomTom. When placing my order there was no offer to choose from different configurations. So as far as I have been concerned, the label ‘GO Premium’ is fully definitive.
2. After responding to a pushed notification from TomTom about a map update and an essential software update, the problem ‘GO Premium - Operation of on-screen Menu icon appears to have been corrupted’ was immediate - 28/29 Nov 2022.
3. With the total closure of TomTom technical support I was pushed towards this Forum for the first time (Nov 30, 2022). The site search engine is poor; it repeatedly returned no information, no matter how I inquired about this issue. That left me with the prospect of reading hundreds/thousands of existing threads, which I rejected. I raised my own. No advice has been forthcoming, other than to try processes that I had originally stated, I have tried several times
4. I decided to post a new thread: ‘In-Warranty returns for repair; UK - HOW?’, since once more, the site search engine was unhelpful.

Finally, it was my own initiative that enabled me to make contact with TomTom. I searched back through old support emails with TomTom, from way back. Just after this, elton from Ammanford posted a similar suggestion, for which I thanked him. This is included in the thread identified at bullet 4 above.

Still, no one answered my question, “Why should I consider that helpful or important to resolving my problem? until canderson’s further posting late last night (UK time), to which I shall now reply.
I shall also share my experience/progress, UPS having just collected my device which I hope is winging its way speedily to Romania. I have asked for a statement on findings.
Pax.

 

[canderson]

Yes, thanks.

My device is stand-alone for all services; it is a ZS xxxxx and has, i believe, 16Gb of internal memory of which 2.9Gb is currently free.

Much appreciated, Dave.
There so many TomTom models out there with the same model name/number with slightly different features and configurations that keeping track of the nuances can be quite difficult at times. Your "ZS" contribution did indeed fill in a gap in our knowledge. Thanks.

 

[DavidB@#8]

Well, I have my GO Premium device back from repair in Romania and all seems to be fixed. I haven't driven with it yet!
As a reminder to the core of this thread, after an update of the device operating system software, map and speed cameras, none of the Menu item icons would appear. The response was some sort of reset (screen went black and after 10-20 secs returned to the same status). In most other respects it seemed to function normally.

After much frustration trying to make ccontact with corporate TomTom, i suggested there must be a connection. But the TomTom support person insisted that this could not be, because all software is thoroughly tested before release.

Here is the text of TomTom's repair centre report which i insisted upon: "We have been able to reproduce the defect under our testing environment. Defect found: Software - Files Corrupted We repaired your unit, reprogrammed to factory specifics, installed the latest fully functional software release and reimaged all software contents, including maps".

 

[canderson]

Here is the text of TomTom's repair centre report which i insisted upon: "We have been able to reproduce the defect under our testing environment. Defect found: Software - Files Corrupted We repaired your unit, reprogrammed to factory specifics, installed the latest fully functional software release and reimaged all software contents, including maps".

It is for corrupted file situations such as this that the 'Recovery' process exists, and it usually solves the problem since it loads a fresh copy of the firmware which can then deal with other files better. I was surprised when it did not work for you.

Glad to hear that they got your unit clean again and back to you working properly!