I can't reset or recover smart25

[cwellens3]

Please can anyone help me,i haven't used my smart 25 for a while but when ive I tried to use it all I get it the dark screen with tomtom and circle with hands on. ive tried doing reset but nothing changes I just get the drum roll over and over again no white writing. also when trying to do reset/updates no computer is recognising my device. what can I do im not very good at tech stuff so if anyone can help a dummy like me id be very grateful

 

[Arno]

Welcome to TomTomForums.

Did you download and install the program MyDrive Connect from the TomTom web site?

With a fully charged device open the MDC software, connect your device via PC cable and tell us what you see there, step by step.

 

[cwellens3]

Yes I've installed my drive connect but it says connect device where it shows my products but I just can't get the add new device to find it no matter how I unplug it restart etc I've tried holding on/off button for 10 minutes but just keep getting drum roll tried different usb ports and different leads to no avail

 

[canderson]

Holding the power button down for an extended period should bring up the white on black text screen no matter what else is wrong.
Need to be 100% sure that the device is being adequately charged. Do you have a 'wall wart' that you can use to charge it, rather than a USB port on the PC, and do you have another cable you can swap for the one you have been using?

 

[cwellens3]

I will try again holding the button in hopefully it works but what if that doesn't work and yes been charged fully

 

[canderson]

If you can't bring the white on black diagnostic screen up with a prolonged press of the power button, you've got something pretty unique happening that I don't think we can help with. A problem of that sort would indicate something wrong with the underlying boot code of the device.

 

[cwellens3]

Well left on charge through wall usb charger but still doesn't reset so does this mean it's for the bin then