Runner 3 - not communicating with Sports Connect

KingMong
KingMong Registered Users Posts: 1
New Traveler
edited January 24 in TomTom Sports
Hi,

My TomTom Runner 3 is now no longer communicating with my laptop. If I dock the watch, and Sports Connect starts. I initially get a connected message, then I get the screen below.

ce5445b3-78fe-4116-8725-126d699364dc.png

The USB ports are fine, as I have other elements docked without an issue, and I have uninstalled and reinstalled Sports Connect without any joy.

Any idea how I can get this working again - I can't find the driver for the watch which maybe the issue, but, it is starting the app in Windows - so it recognises something.

James

Comments

  • tfarabaugh
    tfarabaugh Posts: 16,943
     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
    Hi,
    That error is when Sports Connect has detected the watch correctly, but when it tries to talk to it to make the connection an error occurs. There are 2 possibilities
    1. Some other driver has taken control of the watch (I have seen users with some kind of GPS device driver that opens any device connected with 'gps' somewhere in the name.
    2. There is a problem with the watch firmware.

    To try and fix (2) you can try a recovery mode reset. See the bottom of this page for details,
    https://uk.support.tomtom.com/app/answers/detail/a_id/17393

    unfortunately you will lose any activities/steps on the watch which have not been uploaded. If Sports Connect can't connect to the watch in recovery mode then it would need deeper investigation and I suggest calling customer support.
    Regards,
    Stuart.