My Spark3 has stopped counting steps??

WoodyTJ
WoodyTJ Registered Users Posts: 3
Apprentice Traveler
edited January 24 in TomTom Sports
I have realised tonight my Spark 3 has stopped counting my steps. The last time was my after my morning run yesterday, and nothing since.
I have checked the tracker setting and my goal is still 10,000 steps.
I've worn the watch all day, and it is showing a few calories, but no steps, mileage or time

Any ideas?

Comments

  • tfarabaugh
    tfarabaugh Posts: 16,943
     Superuser
    Is it not counting anything so when you press left it is zero, or is it counting on the watch but not sending it to MySports? If the first, I would start with a factory reset and if that fails to resolve it, you probably want to call Customer Support to ask them about it, but I would try a factory reset first in case it is just an issue in your firmware install.

    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.
  • WoodyTJ
    WoodyTJ Registered Users Posts: 3
    Apprentice Traveler
    Thankyou,

    It's not counting nothing.

    If I factory reset will I lose my data on the watch and my account?
    I might try connecting to pc and check as well as not done this in a month.

    Annoying as only 3 months old.

    Thanks.
  • tfarabaugh
    tfarabaugh Posts: 16,943
     Superuser
    A factory reset will not cause you to lose any data, the watch syncs when you first plug it in so everything is saved on MySports and your settings are reset afterwards. All you lose is the wheel size in cycling and turning splits on & off in running, as these are watch settings, not user settings. The history is erased from the watch but this clears itself every 10 activities anyway. The music is on a different drive that is untouched during a reset and MySports is not affected. The reset itself takes less than 5 minutes.

    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.
  • WoodyTJ
    WoodyTJ Registered Users Posts: 3
    Apprentice Traveler
    I've connected it to the pc and appears to be working ok so far today.
    Good to know about the reset, I will try that if the steps disappear again.
    Thankyou