TomTom Runner doesn't work after plug into pc

willydel
willydel Registered Users Posts: 2
Apprentice Traveler
edited January 24 in TomTom Sports
Hello everybody i've a problem with my tomtom runner.
Yesterday i've plug the tomtom into my pc for recharge it.
When i return i had found the tomtom with the screen like the attachment picture.
I've tried to reconnect the tomtom but nothing to do.
What can i do?
Thanks to all people those who can help me.

Comments

  • tfarabaugh
    tfarabaugh Posts: 16,938
    Superuser
    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. Also check that none of the pins on the dock are bent or pressed in, as that will prevent a connection.

    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 helped answer your question. If so, please mark it as a solution so others can look for it if they have the same question.
  • willydel
    willydel Registered Users Posts: 2
    Apprentice Traveler
    thanks tfarabaugh:
    I don't know if the clock face changed to a battery charging icon and if it's recognized at all because i had plugged the watch for recharge and i went away, when i was returned i've found the watch like the photo.

    1) plugged directly into the machine;
    2) the port works with other devices;
    3) the watch and the USB are firmly snapped;
    4) the USB plug is clean and i've tried another usb plug;
    5) the software is running;
    6) i've installed TomTom Sports Connect. All works fine until yesterday since october 2015;
    7) i've administrator rights;
    8) antivirus and firewall are switch off but the watch not works and the computer can't detect it;
    9) internet is good;
    10) i've tried to connect the watch into office pc, but nothing to do.

    The strange is that when i've taken the watch into the cradle the watch didn't respond to the commands.
    I tried to replug the watch and push the bottoms but it still doesn't work.

    Now the watch not respond to the commands and if i plug it into the computer, pc doesn't recognize the watch.
  • tfarabaugh
    tfarabaugh Posts: 16,938
    Superuser
    At this point I would suggest calling Customer Support to see 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 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.
  • Stuart McDonald
    Stuart McDonald Registered Users Posts: 759
    Exalted Navigator
    willydel wrote:
    Hello everybody i've a problem with my tomtom runner.
    Yesterday i've plug the tomtom into my pc for recharge it.
    When i return i had found the tomtom with the screen like the attachment picture.
    I've tried to reconnect the tomtom but nothing to do.
    What can i do?
    Thanks to all people those who can help me.
    Hi. When you connect it Sports Connect does it report any problem? If not then perform a factory reset and that should clear the problem.

    https://uk.support.tomtom.com/app/answers/detail/a_id/17393

    Regards,
    Stuart.
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