Lane Guidance not working after the latest update......again


Show first post

232 replies

Userlevel 1
D-Stream wrote:

Yes only a reboot gets it back. Soon as your unit gets stressed with traffic loads or lots on the route bar. Bye bye alg.



That's absolutely true. Stressed by traffic loads..... bye ALG. After reset, ALG is back for a short time.
Userlevel 7
Badge
The "stressing" of the unit with traffic loads or lots on the route bar as D-Stream noted also causes the 3D buildings to partly or fully disappear until a reboot. I only mention in here since it may or may not be related to the ALG disappearing.
Userlevel 3
Exactly what big said.
Userlevel 6
Good morning,

I have just raised another ticket with customer support regarding this ALG fault so can i please ask anyone reading this thread who hasn't logged a ticket to please do so and then maybe Tomtom will sort this issue out...or maybe they won't :@:@:@
Userlevel 1
I left a review on the GO5200 on Halfords website saying ALG and 3D buildings don’t work. The reply from Cameron was that they fixed the issues back in January - a big fat fib! I will raise another ticket.
Userlevel 6
yeah i agree a total lie Chris as usual from Tomtom and thanks...the more people that complain about this issue the better
Userlevel 3
Here is a perfect example

https://www.youtube.com/watch?v=CXfLJwaOQ28

@2.52 lane guidance missing
@6.49 and once more

Its more interested in the fact your in a speed camera zone on the larger route bar.



This is missing the lane guidance as you can see the other unit has it. These are MAJOR uk junctions and motorways not side roads.

Where as here

https://www.youtube.com/watch?v=H8Q2DcS53yE

@1.13 its working on the right unit.

This is what we are on about.
Userlevel 7
Badge +3
Hi D-Stream

Thank you for sharing this:)

I have already sent this link to our product team. I think the video should help them with the investigation process..

Best regards
Vikram 🙂
Userlevel 6
Had a reply from customer services today regarding this issue and it was just what I thought it would be


The reference number for your query is 171111-xxxxxx
I understand from your email that the advanced lane guidance feature does not work on your device. After the factory reset it works for an hour or so then it does not work.

I apologize for the inconvenience which may have caused.

I am a customer too and I completely understand your frustration. If this would have happened to me I would have felt the same.

I’m glad that you emailed us and I will take care of this immediately.
I have now discussed this issue with our 2nd line technical team and we do have same issue reported by some other customers as well. Based on this we have created a ticket (CCARE: 2556) to be investigated on this and forwarded it to the developers.

Our developers are actively looking into this issue impacting some customers. I regret that at this time they have not determined the underlying cause and cannot therefore give me any reference point on when they will have the issue fixed.
We continue to investigate the issue and look forward to release software update to resolve this issue as soon as possible.

In the interim please accept my sincere apologies for any and all frustrations incurred.

If you need further assistance or have any more queries, please feel free to call us on 02079490134 or simply reply to this e-mail and we will be more than happy to help.
Our working hours are 9:00 am to 5:30 pm, Monday through Friday.
With Best regards,

TomTom Customer Support

Mod edit: Please don't post personal or private information on a public forum.Thanks!!
Userlevel 1
So I reported this issue with my GO 5200 again to customer support and pointed out that I have gone through all the restore, reset and reinstallation steps so please don't ask me to do them again. They replied telling me it will be solved by reinstalling the software. TomTom customer support make you want to scream sometimes. I've replied pointing out that it happened with my GO 520 which they told me to return to Halfords as it must be faulty, and to refer to this thread on the support forum.

TomTom seem to prefer BS to actual action. This is nothing but awful customer care!
Userlevel 6
Hi ChrisL69...I had another message today telling me to do yet another reset despite me telling them not to insult my intelligence by asking me because we all know it does not fix the issue so yes you are right customer services do make you want to scream. I’ve had the same issue with my go5000 and go 6200 but I was told today it has only been a problem for the last year which is nonsense as I have been reporting this fault since the first nav4 devices and yeah customer care is garbage
Userlevel 7
Badge +3
Hi Chris and Covkid

I have reviewed the cases open with the customer service and informed them about your posting here.

The Halford swap indeed is not a fix for this issue unless we get the bug fixed from our side.Also, I asked them to avoid repeating the same troubleshooting in this case.

I can understand the frustration level but believe me we trying everything we can, to get it sorted.

Any information which I find useful here, which will help our Product team with the investigation process, I make sure it gets passed on asap.

Thanks
Vikram
Userlevel 7
Badge +1
Hi
Today NO ALG showing (Setting 'Show Preview only')
Device GO 520
M5 J7 Southbound
M5 J6 Northbound

ATB YFM
Userlevel 6
Hi YFM...i haven't seen any ALG for a while on my 6200 even after reboots
Userlevel 6
Once again bumping this to the top....come on Tomtom get this fault sorted out....or is it beyond your software engineers to fix it...if it is can i have a full refund please as you are selling defective devices.

I have attached some pictures just in case the engineers at tomtom have forgotten what ALG looks like
Userlevel 7
Badge +1
Hi
Same again Thursday NO ALG showing (Setting 'Show Preview only')
Device GO 520
M5 J7 Southbound NO ALG showing
Drumroll restart
M5 J6 Northbound YES ALG showing

ATB YFM
Userlevel 6
I drove up the m1 from Luton today back to Coventry and no ALG at all which is the norm for my 6200 YFM
Userlevel 6
Any news on when an update will be released to fix this issue Tomtom...been going on way too long 😡 😡
Userlevel 6
If a product is advertised and then sold offering Lane Guidance and this feature becomes unavailable,are we legally due a full refund?
Userlevel 6
I've been asking for a full refund Ovalball03 but surprise surprise nobody from Tomtom has got back to me about it...we should all get a full refund or at least payment for being beta testers for the last 5 years
Userlevel 1
Covkid62 wrote:

I've been asking for a full refund Ovalball03 but surprise surprise nobody from Tomtom has got back to me about it...we should all get a full refund or at least payment for being beta testers for the last 5 years



Could be worth raising with Trading Standards. Advertising a product feature(s) and not providing them is the kind of thing they like to investigate.
Userlevel 7
Badge +1
Hi
Went to Ikea Wednesbury Today (I Know, I should Know better) during the journey 3 Major Motorway intersections and 3 Motorway exits, Not a single ALG displayed 👎🏼

ATB YFM
Userlevel 6
YFM i drove to Milton keynes yesterday and not a single ALG image anywhere so still an issue and yeah IKEA...you should know better 😁
Userlevel 7
Badge +3
Hello all

**Update**

We have some news for everyone here.

Our developers have reproduced this bug and have now identified the root cause.

A task has been created for them to get this fixed as soon as possible. Now creating a fix is one thing, but getting it integrated with the new firmware is where the critical job comes into the picture. We would like to stress that this issue has all the attention of our development team. So, for now, we cannot comment on a time frame. As soon as we get an estimated date for the fix we will inform you here.

Important
In the meanwhile, it's highly recommended to avoid using sleep mode, but instead shut down the device when not in use. You should notice an improved ALG performance.

Thank you
Vikram
Userlevel 3
Well that’s a shock and I’m glad you have finally reproduced it in the labs finally.

Assuming this will probably lead to the same houses 3d disappears bug.

Reply

    Cookies

    At TomTom, we're all about helping you get around. That's why we use cookies to improve our sites, to offer information based on your interests and to interact with social media. If you're OK with this, you can continue using our sites. Allow Learn more or manage preferences

    Allow