Spark Cardio froze mid run

bricurti
bricurti Registered Users Posts: 1
New Traveler
edited January 24 in TomTom Sports
Hi there- My Spark Cardio froze mid run today during my longest run yet. I was able to estimate the latter end and make it to my stretch goal. I went to make sure I had reached my goal, but the first portion of my run is nowhere to be found on the watch... only the second portion that I restarted mid-run. Is there any way to retrieve the data for the first portion, or is it lost forever? Thanks!!

Comments

  • tfarabaugh
    tfarabaugh Posts: 16,943
    Superuser
    If there is nothing in the history then it is lost. It is likely there was a firmware glitch that froze the watch and threw it into an unrecoverable reset. I would do a factory reset to put on clean firmware and monitor it. If it happens again, call Customer Support, who can determine if it is a hardware issue.

    To do a factory reset, make sure the Connect software is running and dock the device 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 and 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.