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


Userlevel 6
Once again I find myself having to come on here and complain about bloody lane guidance.
After the latest update it worked for about a day and then stopped yet again so after yet more reboots it works again for only about a day.
Can someone at Tomtom tell me why after nearly 4 years that this bloody feature will not work as it should.
My go5000 had the same issue and now my go6200 is just as useless .
I have set it up to display split screen view and I was hoping this update would be the one to get it working...but no still the same piece of junk it was before the update.
Obviously the poi shown on screen is a brill new long awaited feature as is the main screen speed camera report button.

Come on Tomtom please get this issue fixed as it's driving me mad....no pun intended

269 replies

Userlevel 5
Same thing here, worked on journey into work...not on the way home.
Userlevel 6
it really is getting beyond a joke now...this has been happening for ages and despite various software fixes over the years it's still garbage
Userlevel 5
Not working again this morning but did a soft reset as noticed buildings had disappeared from UK map as travelling through Nottingham city centre. Touch wood journey after to and from customer split screen all worked ok.

This is a very nice feature when it works I have to say.
Userlevel 6
i was told by customer services to do a factory reset which i did and after a few hours it has stopped working again...can anyone with the same issue please comment on here as they say that nobody else has the issue which i find hard to believe
Userlevel 6
had a message from customer service...saying this pic shows lane guidance is working on my go6200 but obviously it's not showing images as it should.
this is the m6/m42/toll junction going north...can anyone tell me if the lane guidance shows up for them
Userlevel 2
Same here. Also mentioned in another thread. It is probably hard to find and a pain in the ass, a very annoying issue. And I know more people who experience the same problem.
Userlevel 7
Badge +6
Hi CovKid62,

When you say it stopped working do you mean you got a Lane Guidance image on the same junction where you now don't get it anymore? Please, update Customer Service with this information so that they can continue researching your case.

From what I can see they're on the right track. As they've mentioned, we don't have images for all junctions and unless you're experiencing what I described above, it might just be that we don't have an image for this junction.

Unfortunately, there's no easy way to get to the bottom of this as we can't try to reproduce this with a route preview without being in the location.

Cheers, Mikko
Userlevel 6
Hi mikko. This junction is a major interchange where the m6 meets the m42 and the m6 toll so are you telling me that one of the most complicated motorway junctions in the midlands has no lane images where it used to on my go1000 from a few years ago. I have just travelled the same route now and still it isn't working. Just left the m42 at junction 9 and no lane images. Advanced lane guidance is not working at all for any junctions. I have done a factory reset as customer service told me to but it makes no difference. This feature has not worked properly on these nav4 devices since they came out. If I do a drum roll reboot it will work for a few hours then stop again. That junction I mentioned hasn't worked for as long as I can remember so tomtom need to check if the current map has a lane guidance image. Junction 3a on the m6 northbound
Userlevel 6
Badge
Just to add my voice to this, lane guidance has been very intermittent for me too.

After the last firmware update I reset to factory settings, and although it initially worked on my commute, I don't recall it appearing since when approaching junctions.

One that springs to mind is the A3 junction of the M25 (junction 10) when coming off the motorway clockwise. The first 1 or 2 times after the firmware update/reset, and the lane guidance appeared. Since then, nothing.

The firmware was installed a day or so after it was released, and I use the device on my daily work commute (which includes this junction).
Userlevel 6
Cheers for that input Dmulv. At least it's not just me having the issue even though tomtom don't seem to want to admit it's a problem
Userlevel 5
My ALG has stopped working too though I know if I soft reset it will come back.

Definitely less reliable compared with previous 16.6 software IMO.
Userlevel 6
Cheers brucey. Mine will work for a few hours after a drum roll reset but it will only work for a few hours
Userlevel 6
The first pic shows what my settings are and the second one shows the images as it should but after a few hours of a drum roll reset the images no longer appear. Now is that what advanced lane guidance is or not
Userlevel 7
Badge +6
Hi all,

Thanks for all your feedback regarding this!

I've logged these to the ticket about this issue. I'd recommend you to also report to Customer Service as they'll be able to gather the required details for our technicians to investigate this. The following information would be helpful:
  • The exact location and driving direction of the junction where you've experienced this (link to MyDrive would also be helpful)
  • Have you experienced the lane guidance working/not working in the same junction?
  • Picture/video describing the issue

@ CovKid62: Your old device used a different map so it is possible - although unlikely - that he image is missing from the map. If you can reproduce the issue (working and not working) at the same location, that would shed some light to this. If you're not too far from this location you could also try this by running a route preview.

Thanks, Mikko
Userlevel 6
Mikko that junction I have mentioned has already been proved not to work on quite a few occasions and customer services have had various videos and pictures and of that junction showing no images and still they insist lane guidance is working so can you speak to them as they haven't got a clue what I mean
Userlevel 6
hi Mikko...i tried a route demo of the journey to Sutton Coldfield and junction 3a of the m6 did not show any images but junction 9 of the m42 did show the images so there is obviously a problem with the map....just take note i had to do a drum roll reset to get it working again (apart from junction 3a of the m6 ) but i'm sure by the time i go out to work tomorrow it won't be
Userlevel 6
hi Patjepeeer..So you are having the same issue as me with lane guidance not working as it should...if you know of others with the same issue can you get them to post here so we can try and get Tomtom to realise this is an issue....Cheers
Userlevel 7
Badge +6
Hi CovKid62,

Thanks for the additional info!

My point was that if you sometimes get the images and sometimes not in the same junction you're experiencing a device issue. If you never get the image for a certain junction, the issue is very likely in the map data and we're missing the image.

Please, continue updating your case at Customer Service with this info. They can best help you with this.

Cheers, Mikko
Userlevel 6
As I said Mikko I did a route demo after a reset and that junction 3a is still not showing lane images but the other junction appeared fine so to me it's a problem with the map. Losing the will to live with customer services to be honest after about a dozen emails that it took for them to realise what I was on about
Userlevel 2
Covkid62 wrote:

hi Patjepeeer..So you are having the same issue as me with lane guidance not working as it should...if you know of others with the same issue can you get them to post here so we can try and get Tomtom to realise this is an issue....Cheers



I, and others, experience exact the same problem. It is wat Mikkok says... "if you sometimes get the images and sometimes not in the same junction you're experiencing a device issue". Actually, it is a software issue. The device is oke! What I could say from my own experience is that I suspect start failing ALG will occur if traffic will increase on the journey. Sometimes it only shows the ALG picture once and it then stops, sometimes when I'm lucky it works for max two days but only with less traffic.

For other people I know owning a GO 5200 it is even worse! They mostly see the ALG picture only once. TomTom should go on the way to reproduce this issue, it's very easy. Drive around on the higway near Amsterdam and voila! From within the "lab" I'm convinced it will always work.

@Mikkok, I can pick you up at TomTom office in Amsterdam and show you exactly what happens!
Userlevel 6
Hi patjepeeer. I had a long email session with tomtom customer services about this problem and sent various videos and pictures and because those silly little arrows appear at the top of the screen they were adamant that my lane guidance was working and despite sending pictures of split screen lane images they still insisted it was working. What chance have we got when customer services don't know about their own product. Like you said it's easy to reproduce but they seem reluctant to even try and reckon there is no problem
Userlevel 7
Badge +3
Hi Covkid62

I had a look at the incident you have started with the customer service and I see the details you provided have been added to the ticket which is already under investigation.

Unfortunately, we will not be able to quote on a fixed date as to when this will be resolved. Sorry about the inconvenience.

Regards
Vikram
Userlevel 6
Thanks for the reply Vikramk. This issue has been going on since these nav4 devices came out about 4 years ago. My go5000 had the same issue and now my go6200 is just as bad. Seems tomtom are not taking this issue seriously as you can probably check I have raised a ticket for this issue a few times and still it's useless. Tomtom need to pull their finger out and get this issue sorted
I too can confirm that this ALG on my device also seems to not work. I only recall ever seeing it once just after the last update. Did not think much of it until reading these forums and now realised this feature is not working. But did not miss it as never had it beforehand... Also the clock has an issue I preferred 24h format but keep reverting to 12hs? Believe also update related.
Userlevel 6
Cheers for your input on this issue.
You will find if you do a drum roll reset alg will start working again but mine fails again after a few hours of use.
I drive thousands of miles a year on motorways for work so for me it's important this feature works as it should....if you don't do much motorway driving you won't realise it's useless.
As far as that issue with the clock it's when you do a speed cam update..that's when it changes to 12 hour and once again it's a fault i have reported to Tomtom but still not been adressed in the latest update

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 Cookie settings