TomTom Sports Connect doesn't recognize Spark watch — TomTom Community

TomTom Sports Connect doesn't recognize Spark watch

oliver1345oliver1345 Posts: 1 [New Traveler]
I have a Tomtom spark watch, and I had it synced to the tomtom sports connect app on my desktop.

Recently the app stopped working so I deleted it and reinstalled it. Now when I open the app and plug my watch in, I cannot get past the 'Connect your Tomtom device to your computer' page.

This is very frustrating because I cannot upload music it to it at the moment!

Please can anyone help :(

Cheers

Comments

  • tfarabaughtfarabaugh Posts: 16,677
    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]
    Hi,
    Here are some other things you can try

    1. Try reinstalling the drivers. Run the program
    C:\Program Files (x86)\TomTom\MySportsConnect\bin\RegistryDeviceCleanup.exe
    that will remove all knowledge of TomTom devices. So when you next connect the watch Windows should reinstall the drivers. Windows will show a pop-up in the system tray (briefly) which you can click to check the progress of the install.

    2. If that doesn't help then you can check that the device has been installed correctly using USBDview.
    http://www.nirsoft.net/utils/usbdeview-x64.zip
    If you run it and connect the watch it should appear in the list of devices, highlighted in green, as a Device Type = "HID =(Human Inteface Device)" with VendorId=1390. If nothing appears/disappears when you connect/disconnect then make sure that the dock is clean and no pins are bent.

    3. If it does appear in the USBDView list correctly then you can send logs from theSports Connect Settings page (cog icon, top right). Go to the Submit App Data in the Advanced section. When you send the logs it will display a reference id (XX...) which I will need to be able to find them, post it here if you do send them. Note that unless the device is appearing correctly in USBDView then the logs are of no use since if the device isn't detected by Windows then there will be nothing in the Sports Connect log.

    Regards,
    Stuart.
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