Runner 2 didn't display any stats while running

ChrsAndrade
ChrsAndrade Registered Users Posts: 7
Master Explorer
edited January 24 in TomTom Sports
Hi,

I have had a Tomtom Runner 2 for a few weeks now and it has been great for my road running training. However, I have just got back from a run and I noticed while running that the watch was only displaying duration and calories, it wasn't showing pace, ave pace, distance etc. I stopped and started again twice to see if the problem corrected itself but each time the stats weren't shown. When I connected to my computer when I got back all the stats had recorded they just weren't shown on the watch screen.

I use the stats whilst running a lot to check my pace etc, so I need it to start working again.

Does anyone know why this problem might have happened??

Thanks!

Comments

  • tfarabaugh
    tfarabaugh Posts: 16,939
    Superuser
    So when you press up and down on the button during the activity it did not scroll to anything other than duration and calories? That's so weird. I would start with a factory reset and if that doesn't cure it, call Customer Support. To do a factory reset, make sure the Connect software is running and dock the watch to your computer. The Connect window will open; press the gear at the top right and select Factory reset from the next screen. Follow the steps provided, giving the watch the same name and using the same email address. When prompted to register or sign in to MySports, select sign in and use your existing account credentials. It is fairly straightforward and should take less than 5 minutes.

    To get the number for Customer Support, go to tomtom.com/support, choose Contact at the bottom, select the service required and the product name and click Contact Customer Care and then 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 helped answer your question. If so, please mark it as a solution so others can look for it if they have the same question.
  • ChrsAndrade
    ChrsAndrade Registered Users Posts: 7
    Master Explorer
    Hi,

    When I pressed up and down it did scroll to the other stats it just didn't show anything, just 00:00 for distance and --:-- for pace and ave pace.

    If I do a factory reset will all my old data still be on my Connect account? Including the daily tracking stuff; HR, steps, distance, sleep etc?

    Thanks,
  • hvrietsc
    hvrietsc Registered Users Posts: 260
    Renowned Wayfarer
    To start the exercise recording you push the right button. Then you scroll up and down to the right exercise. Then right again to select. When running is selected you have to wait until it displays start running. Did you wait for the watch to say start running? If not and you push right to start then you get what you described.

    About loosing all your stats when doing a reset: yes it will erase everything. But hopefully you have connected your watch to a computer or have downloaded the data to your smart phone and then all your data will continue to be there.
  • ChrsAndrade
    ChrsAndrade Registered Users Posts: 7
    Master Explorer
    Yes, I did all of those things, as I said I have been using it for a few weeks with no previous problems. When I had started this particular activity it was only showing duration and calories not pace, ave pace or any of the others, they just said 00:00 for the entire activity! When I connected it to my computer all the data was there, so it had recorded it all, it just didn't show it on the screen of the watch.
  • hvrietsc
    hvrietsc Registered Users Posts: 260
    Renowned Wayfarer
    Does it work alright for a different type of activity?
  • ChrsAndrade
    ChrsAndrade Registered Users Posts: 7
    Master Explorer
    Yesterday I tried starting an activity on some of the other types..... swim, cycle, gym, and freestyle. It seemed to work fine! I went for a run this morning and again it worked fine! Hopefully the problem seems to have corrected itself and it was just a weird one off!

    Thanks for responding!
  • tfarabaugh
    tfarabaugh Posts: 16,939
    Superuser
    It was probably a one-time glitch. If it happens again, try a factory reset and if it still continues call Customer Support.

    I hope this helped answer your question. If so, please mark it as a solution so others can look for it if they have the same question.