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Question: GO Mobile on LG G6 and Samsung S8

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GO Mobile app, LG G6, Samsung S8,

Nbphil2 Author

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Replies: 4

18 April 2017, 18:59

With the imminent release of these 2 phones is there any chance that these will work with the app? They both have screens with unusual apsect ratios 18:9 and 18.5:9 respectively. My phone contract is up for renewal and I am considering these 2 phones.
  • MikkoKMikkoK

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    19 April 2017, 12:34

    HI Phil,

    Welcome to the Community!

    Our product team is constantly busy testing the app with new phones coming to the market. As these two are popular brands and the new phones are within our current requirements for GO Mobile I don't see any reason for concern here :D

    Perhaps someone has already tested these new phones and can share their experiences here.

    Cheers, Mikko
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  • peterwilki

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    Replies: 2

    20 April 2017, 16:34

    I have just taken delivery of a new Samsung Galaxy S8 and the TomTom Go Mobile app won't load. After installation when I try to open the app I get the TomTom GO Mobile splash screen with a spinning icon saying "loading app". The app just sits on that screen for ever and doesn't complete loading. I have been using the app on my previous handset which was running the same version of Android (7.0)

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  • MikkoKMikkoK

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    20 April 2017, 16:55

    Hi Peter,

    Welcome to the Community!

    Unfortunately, we're seeing this issue on other phones as well. The following steps have helped many to sort this out:
    • Uninstall the app
    • Log out of the Playstore
    • Delete Android / data / com.tomtom.gplay.navapp and Android / OBB / com.tomtom.gplay.navapp
    • Open the Playstore log in and reinstall

    Cheers, Mikko
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  • peterwilki

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    20 April 2017, 18:04

    Hi Mikko
    I've tried what you suggested, but it hasn't made any difference
  • vloertegel

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    20 April 2017, 19:36

    Same here. Can't delete the empty directories. New install won't work.
  • MikkoKMikkoK

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    21 April 2017, 09:41

    Hi all,

    If the above steps don't help you get this sorted, please contact Customer Service. They'll be able to get to the bottom of your issue and assist you accordingly :D

    Cheers, Mikko
    Help others identify useful content: - Did someone answer your question? Click Mark as Solution - Did someone post something helpful? Click the kudos button - Need help with your TomTom device? Add details about the TomTom device to your post: Device name, Application- and Map version. Check our support videos at tomtom.com/videosupport
  • Mirel

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    21 April 2017, 10:46

    Hi peterwilki,

    The issue is not because of the screen aspect ratios, is because of the UHD screen resolution which is too high. You have to lower the screen resolution to 1920x1080 before using this app, at least till the app will gets an update to work with UHD resolutions.

    Found this issue with others apps also.
    Everything that has a beginning has an end.
  • Nbphil2 Author

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    21 April 2017, 11:39

    How do we do that?
  • Mirel

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    21 April 2017, 11:52

    From the phone menu, see attached pictures.

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  • Boogoo

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    21 April 2017, 12:02

    unfortunately this is not an option. The S8Plus has thre settings. 1480x720, 2220x1080 and 2960x1440.
    The middle one was the out-of-the-box default. It didn't work. I tried the two other => No TomTom GO..
    Stil have two years payed subscription..
  • Mirel

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    21 April 2017, 13:51

    For me on Galaxy S7 edge this setting solved de issue.
    But one question:
    Did you had an SD card installed on your phone when you tried this ?
    If yes: try removing it and wipe the App's data (in the phone settings > Apps > GO)
    Everything that has a beginning has an end.
  • MikkoKMikkoK

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    21 April 2017, 14:24

    Hi all,

    Thanks for all your feedback here!

    If you're experiencing issues you think might be related to high screen resolution, could you also describe your issue in some detail. Phone model, Android version and the resolution used are also helpful details.

    Thanks, Mikko
    Help others identify useful content: - Did someone answer your question? Click Mark as Solution - Did someone post something helpful? Click the kudos button - Need help with your TomTom device? Add details about the TomTom device to your post: Device name, Application- and Map version. Check our support videos at tomtom.com/videosupport
  • Lapje

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    21 April 2017, 14:33

    I posted the issue to customer support
  • Boogoo

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    21 April 2017, 15:20

    I installed and removed and installed several times. With or without SD card, deleted cache, changed resolution and even told the phone to force TomTom to use the FULL screen (most apps can use only the portion that makes it a normal resolution)
    No change. It needs some sort of fix by TomTom.
    I use the S8Plus, but if this also happens on the S8 (Same resolution) I expect many users to complain. I am just one of the first since I pre-ordered it. :(
  • MikkoKMikkoK

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    21 April 2017, 15:46

    Hi all,

    Thanks for all your feedback here! I've forwarded it to the product team.

    This seems to be related to the similar issues we're seeing on other phones. I'd recommend you to report it to Customer Service so that we get more information for our investigation into this.

    We're very sorry for the inconvenience this is causing you!

    Cheers, Mikko
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  • Chrisa123 Modbreak

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    26 April 2017, 07:30

    Same issue here, just sticks on the load screen. The same happened when I got my note 4, it took over a year for Tomtom to fix. I have had no other Apps that suffer from having a better display, just Tomtom, twice now.

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