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Random black screen

  • J

    Hello,

    I have just made a trip of more than 7 hours. On the way, the unit's display has turned off 4 times. I could only turn it back on by pressing with a paper clip on reset until the side buttons flashed and the unit started up again. When the display was off, the side buttons reacted to the headlights coming on, i.e. when I turned on the car headlights, the side buttons lit up, but the display was black.

    Every time the problem occurred I was using Google Maps and with the FM radio tuned.

    I removed the USB pen with which I play music and turned off the radio tuning and it worked perfectly until I opened Spotify in the background and it happened again soon after.

    It seems to be a software problem as I made sure, as you can see from other posts, that I have all my cables secured so they don't come loose. There seems to be a problem when playing music at the same time as having Google Maps running, at least in my case. It is ruled out that it is due to voltage from connecting a USB pen, as the last shutdown happened with Spotify + Google Maps, without the pen connected and, the moment I opened Spotify, within minutes the unit shut down again.

    It must be a MCU or firmware management problem.

    Please investigate this problem and fix it as soon as possible, as I had to use the GPS at the same time of my cell phone when this problem occurred and while driving.

    My MCU version is 4.14e and firmware G13-20241121. Order #SP-DA-5676.

    Thanks in advance.

    Regards.

    0 likes
  • SD

    @JoMaRS 

    Hi,

    If possible, could you please assist to provide the logcat operation data as well at your convenience?
    So that we can figure out the issue better.

    Please kindly try to follow the instruction below and Record a video of the whole procedure.
    Step1.
    Go Settings > Factory settings(password: logcat).
    Step2. 
    Open the Spotify ,Google,radio to see if the black screen will happen.
    Step3. 
    If the black screen happen,please power up the unit ,Go App"FileBrowser" to copy the ".txt" file to the USB driver, and then send the txt file and Step1 video to us.

    Here enclosed the operation video for your reference.
    https://www.dropbox.com/scl/fi/g6pb2leb02d49b9s0kzx0/logcat-video.mp4?rlkey=0afgrn7eidcvfa1op0lgsgb3v&dl=0

     

    0 likes
  • J

    Hello,

    I will try to reproduce the failure, but you must keep in mind that this failure has been happening to me while driving long distances and, if it happens again, it will be impossible for me to do the steps, let alone record the whole operation.

    I have partially identified the time slots in which these failures occurred, so if I generate a file with "logcat", surely the failure can be identified when I send the file to support. I will specify in the mail when these errors occurred.

    Anyway, there are numerous cases on the forum of more users who have had a similar unit shutdown problem, even on px6, Vivid11 or G12 units. It seems to be a common problem.

    It is a serious thing because, on a long trip, the unit leaves you without displaying GPS, something that can cause a lot of problems.

    Please find a solution for this kind of problem by collecting information from all users with the same problem. If the failure is temperature, try to make a fix for the cooling of the unit for those who are already users and, if it is MCU/Firmware, try as soon as possible to patch this error.

    I will send you the file as soon as possible.

    Thank you.

    Regards.

  • J

    I should also mention that, if it is a temperature problem, keep in mind that some users, like me, live in an area where in the summer season, temperatures are quite high, but that does not cause any problem to the original Toyota units, at least. I tell you this because my unit has very little time and, if you do not solve this, possible (we still can not know), some users will have many problems and, in my case, I would not like the warranty of my unit to expire without being able to solve the problems.

  • IG

    Install CPU-z app to check temperatures....

  • SD

    @JoMaRS Hi，if the unit will black screen when open Spotify ,Google,radio when parking?

    0 likes
  • SD

    @Iker Gomez Hi lker,

    The unit will pop out a tips when the temperatures is higher.

    0 likes
  • J

    @Support Dasaita On the return trip, the unit randomly shut down 5 times. At 13:29, 13:33, 13:52, 17:54 and 18:20.
    The first time, at 13:29, instead of shutting down, it restarted. On the other occasions it shut down and I had to use a paper clip to reset and turn the unit on.
    This first time I did have a USB inserted, but with nothing playing, it only had Google Maps running. On the other occasions I took the USB pen out to observe the operation.
    As I said, then, the unit only had Google Maps running. I did not have Spotify open, nothing plugged into the USB ports radio or other sound source.

    There was no high temperature warning or anything like that, only the display turned off and only the touch buttons on the left side of the display were illuminated and they reacted by turning the car's lighting on or off, but the unit could only be turned on with a clip on the reset button.
    Since I made a short stop along the way around 17:00, I entered the “logcat” command in the vehicle menu and the unit shut down again at 17:54. It is curious, because other times that I have entered the “logcat” command, the unit has collected data from other dates, however, this time, it collected only data from 13:53 (the unit was turned off at 13:52) until the unit was turned off again at 17:54.
    As I told you, as this problem occurred randomly while driving, as you will understand, it was not possible for me to record the process.
    I attach the generated file:

    https://www.dropbox.com/scl/fi/46y7c4ej30ysqgayxn04e/2024-12-29-17-12-44_android.txt?rlkey=edbcuzujdloanmzdhvc4b8s5m&st=jbiqdbw8&dl=0
    Best regards.

    0 likes
  • SD

    @JoMaRS

    Hello,

    Thank you for your time and cooperation so much.

    No worries, we’ll forward this issue to our technical department and keep you updated once we received their response.

    2025 Happy New Year and all the best!

    Best regards,

    Dasaita

  • SD

    @JoMaRS Hello ,

    To better confrim the issue,are your still MCU version  4.14e and firmware G13-20241121?

    Or you've updated to the suitable Vivid version we sent.

    Looking forward to your reply.

     

     

    0 likes
  • J

    @Support Dasaita Hello,

    Firmware G13-20241121 and 4.14e MCU.

    0 likes
  • SD

    @JoMaRS Ok ，thank you for your reply.

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