TomTom Sports Connect failure-watch not recognised — TomTom Community

TomTom Sports Connect failure-watch not recognised

CharpolCharpol Posts: 1 [New Traveler]
Hi!
i have just bought my new TomTom Runer 2.
I installed TomTom Sports Conect on my laptop, but the first screen asks me to connect the watch. I connected it ( i can dive in watch memory) but TomTom Sports Connect doesn't detect it so i can´t keep isntalling the software =(.
Thanks for help!

Comments

  • tfarabaughtfarabaugh Posts: 16,575
    Superusers
    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.
  • Stuart McDonaldStuart McDonald Posts: 759 [Exalted Navigator]
    Charpol wrote:
    Hi!
    i have just bought my new TomTom Runer 2.
    I installed TomTom Sports Conect on my laptop, but the first screen asks me to connect the watch. I connected it ( i can dive in watch memory) but TomTom Sports Connect doesn't detect it so i can´t keep isntalling the software =(.
    Thanks for help!
    Hi. Does the watch show the charging icon when connected? If not then there is a problem with the connection.

    Assuming it does show charging then can you try the steps in this post

    https://en.discussions.tomtom.com/spark-and-spark-3-runner-2-and-runner-3-473/laptop-not-recognising-my-watch-1019028/index1.html#post1148976

    i.e. 1. Run the DeviceRegistryCleanup.exe program, re-connect the watch and check that the drivers installed ok.
    2. If that doesn't help use the USBDView program to check that an entry appears/disappears when the watch is connected/disconnected (and that it is device type=HID)
    3. If it is appearing correctly then use the Send Now button to send the logs.

    Thanks,
    Stuart.
  • kvdeyndekvdeynde Posts: 1 [Apprentice Traveler]
    I still got the message: we could not connect to your watch, disconnect your watch and then connect it again,.......

    I tried all steps above, device is recognised in the USBDeview, can anyone ehelp ?
  • dhndhn Posts: 33,333
    Superusers
    Maybe support:

    Belgique
    027007272
    du lundi au vendredi de 09h00 à 17h30

    België
    027007270
    Maandag t/m vrijdag van 09:00 tot 17:30
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