Sports Connect Won't open on Windows 10 PC

dbadgerw
dbadgerw Registered Users Posts: 1
New Traveler
edited January 24 in TomTom Sports
Hi, I have been using the runner 2 for 6 months with no issues however when I doc'd it with my PC 3 days a go MySport Connect wouldn't start. I have uninstalled and reinstalled it a few times but can't get it to open. When I doc my runner to the Screen flashed a symbol with two hands on it and a blue light flashes under TomTom. What do i need to do to get the MySport Connect working again? I am running Windows 10.

Thanks

Comments

  • tfarabaugh
    tfarabaugh Posts: 16,943
    Superuser
    dbadgerw wrote:
    Hi, I have been using the runner 2 for 6 months with no issues however when I doc'd it with my PC 3 days a go MySport Connect wouldn't start. I have uninstalled and reinstalled it a few times but can't get it to open. When I doc my runner to the Screen flashed a symbol with two hands on it and a blue light flashes under TomTom. What do i need to do to get the MySport Connect working again? I am running Windows 10.

    Thanks

    Are you getting any error messages when you plug the watch in or is it being recognized at all? Does the clock face change to a battery charging icon (which indicates it is getting power so there is a partial connection). A few things to look at (and I apologize if some are very basic but it is best to get past the obvious issues first):

    1) Are you plugged directly into the machine and not a hub?
    2) Does the port work, can the computer detect other devices (like flash drives) in that port?
    3) Is the watch firmly snapped into the cradle and the USB plug firmly in the port?
    4) Is the USB plug free of any debris or blockages?
    5) Is the Connect software actually running (is there an icon for it in the notification area)?
    6) Did you install MySports Connect, not MyDrive Connect? It is downloaded from tomtom.com/123
    7) Do you have administrator rights to the computer?
    8) Is a firewall or antivirus running that is blocking the software from connecting to TomTom (try turning them off before docking the watch)?
    9) Does the computer have a good Internet connection (Internet is required to sync)?
    10) Can you try installing it on a different machine to determine if it is an issue with the computer versus the watch?

    In particular, make sure it is fully snapped into the cradle. If it does not have a full connection it will charge but it will not be recognized by the computer. It seems simple but this is generally the issue. It needs to fully click into the cradle and it may help to take it out of the band to do so.

    If nothing above helps you may have a bad dock or there may be computer setting blocking it. At that point I would suggest calling Customer Support and seeing what they can do. They are able to more deeply investigate and diagnose problems than we can here on the user forum. To get the number for Customer Support, go to tomtom.com/support, choose Contact, enter the product name and click Phone Us. It will give you the phone number for the country your account is registered under (this can be changed by clicking the flag icon in the bottom right corner of the screen).

    I hope this helps, please let me know if this answered your question. If it did, please mark it as a solution so others can look for it if they have the same question.
  • dinika
    dinika Registered Users Posts: 3
    Apprentice Traveler
    I have a Tom Tom Spark 3 Cardio + HRM watch. I have faced a lot of issues with this and I even contacted Customer Support,
    1. The watch doesn't sync with the phone even if you open the app and wake up the watch
    2. Mostly, I end up syncing once a week or so because it takes me a hit and miss game of unpairing, pairing again and so on to actually sync
    3. On the desktop, the Sports Connect app won't open- click the icon/ uninstall and reinstall/ reboot--- whatever I do.
    4. Tech Support says update the watch---my question is how!!!!!
    5. Its not a port problem- because the watch charges fine on being plugged in to the laptop.
    6. There have been 3 occasions when the watch decided to not charge and die on me after being fully charged also nut strangely, each of those times it autocorrected.
    At this point, 4 months into using this watch--- I am a very unhappy customer.
  • lampard
    lampard Administrators Posts: 5,963
    Moderator
    Hi dinika,

    Welcome to the Community!

    I can see that the customer support already contacted you today via email for more information. Please reply back to them and they'll be able to assist you further.

    Cheers, lampard
  • NormanBrent
    NormanBrent Registered Users Posts: 1
    Apprentice Seeker
    I have a similar problem that my watch does not open Sports Connect when I connect it to my Windows 10 laptop. I have gone through all the steps suggested above and contacted the helpdesk, who gave me a number of instructions about uninstalling and then running a Registry Cleaner before trying to reinstall. However, having previously had a major problem running a Registry Cleaner in the past (I cannot remember which), I checked the Microsoft website, which specifically tells you NOT to use Registry Cleaners.

    Can anyone tell me what lines to remove Using the Microsoft Regedit utility, in where in the registry I can find them?