Are you sure you're online? message for new Spark watch

maryannem

I am trying to connect my new Spark Music watch to the Tomtom network using the Tomtom SportsConnect App. I downloaded the installer and each time I get the "Are you sure you're online?" message. I'm on an iMac OS 10.11.6. I used to have a Multi-Sport which worked fineon this same computer, but now with the new device I can't get connected. I have no other problems with other apps. I tried my home network as well as wifi. I also checked the following based on other responses to the forum and all are OK except for #8:

2) Does the port work, can the computer detect other devices (like flash drives) in that port? Yes
3) Is the watch firmly snapped into the cradle and the USB plug firmly in the port? Yes
4) Is the USB plug free of any debris or blockages? Yes
5) Is the Connect software actually running (is there an icon for it in the notification area)? No; it doesn't get that far.
6) Did you install MySports Connect, not MyDrive Connect? It is downloaded from tomtom.com/123 Yes.
7) Do you have administrator rights to the computer? If it is a company computers often do not have the proper rights to install it. Yes.
8) Is a firewall or antivirus running that is blocking the software from connecting to TomTom (try turning them off before docking the watch)? I have Intego and I went to the NetBarrier app and tried to make an exception for an "incoming internet connection" from tomtom.com, but it did not work. See attached screenshot.
9) Does the computer have a good Internet connection (Internet is required to sync)? Yes.

Any help will be much appreciated. I got the watch for my birthday 2 weeks ago and still haven't been able to sync it.

tfarabaugh

#8 is the likely reason, it is blocking the watch from contacting the servers, which is why it does not detect you as being online. 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 and can dig into the computer settings. 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.