Serial no

[Tom]

I have a tomtom rider 500.
I cannot get it to reset therefore i would like to send it back to tomtom.
On the tomtom assistant i get to the point of being asked my 12 character serial no.
I input this and the assistant says that is not a valid serial no and i can get no further.

Is there a another way of contacting tomtom or recommendations for repairs elsewhere?

 

[canderson]

Let's be sure you have a good # there.
It should start with KF or KG.
Also, be careful of any confusion between a 0 and an O. The serials are traditionally built as LLNNNNLNNNNN where L = letter and N = number.

 

[Tom]

OK i have got further with the Tomtom assistant.
Serial no recognized.
Purchase date.
Name
Phone no
Address
Then i get asked to verify the warranty (it is out of warranty, came with a second hand motorcycle)

I can get no further, how do i solve this?

 

[canderson]

It's really no risk at this point - so go ahead and provide us with your serial number so we can see if the formatting makes sense. Type it here just as you would for the assistant.

Also, what trouble are you actually having? You said "I cannot get it to reset..."
What kind of reset are you trying to perform, and what is happening? Be as specific as you can.

 

[Tom]

KG4179I01231
When i turn the sat nav on the tomtom screen with the black background comes up drums sound.
Then from left to right at the bottom of the screen a line appears.
Once this line goes fully to the right the tomtom screen with the black background appears without drums.
Then a screen with a black background and a tomtom and computer screen appear showing a broken link between them.

I have tried to reset by getting to the black and white screen and pressing the on and off button three times, without success.

The unit is unusable as it is.

 

[canderson]

Are you getting to the black and white screen? If so, there's a bit of a technique involved in the '3 quick presses'.

 

[Tom]

Yes i am getting to the black and white screen.
I have pressed three times with no success.

 

[canderson]

The three presses need to be done quickly. I know that I mess it up about 20% of the time myself, and I've had experience.

I don't know if you have seen it already, but the 'Recovery' procedure is described in the bottom half of this page:

How to Reset to Defaults - or - Perform 'Recovery' on an Inoperable Device

This section covers two different possibilities with two different techniques: If you wish to reset all features and settings on your device, returning them to their factory defaults, or are asked to do so as a troubleshooting step for a device that is misbehaving, this video outlines the...

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