Activity uploads broken?

Loren KLoren K Posts: 2 [Apprentice Traveler]
I've been tracking daily activities - kayaking, running, biking, swimming - on my Spark3 Cardio + Music and loading to Strava via the TomTom Sports app on my iPhone. Suddenly as of today, my activities are not being uploaded to either the Sports app or Strava.

During the activity, I see all the normal metrics collected - HR, distance, time, ... on my watch. After the activity, I can select the activity history and see the details of my activity.

In the Sports app when I update, it proceeds normally until "tidying up" where it pauses a significant amount of time at 99%. Eventually, it finishes and says "waiting for watch". The daily steps, active time, distance, etc. are updated on the app but the activity never appears.

The only change that I'm aware of is that a new version of the TomTom Sports app was updated on my phone 2 days ago.
Restarting the iPhone makes no difference.

Not sure where to go from here. Thoughts?

Comments

  • Krzyzu011Krzyzu011 Posts: 12 [Outstanding Explorer]
    I face same thing today - Yesterday worked perfectly.
  • sojournsojourn Posts: 3 [Neophyte Traveler]
    Two people in my house hold both own Tomtom Spark watches. We both went for a run today but have been unable to upload our activities. The "steps taken" show up within the app, but there is no associated activity. The "activity icon" is still visible on both watches.

    This is a wider issue impacting many people. What's going on?
  • DaveM_RunningDaveM_Running Posts: 1 [Apprentice Traveler]
    Hi,

    I had the same issue this morning but the run is now showing.

    Regards,

    DM-R
  • xray79xray79 Posts: 160 [Renowned Wayfarer]
    I've heard about some issues with the app on Android and on Iphone.
    Via the laptop it works better but if that's not an option try to do the following via the app.

    Submit the app logs (Manage -> Settings -> Feedback. Make sure Include anonymous app data is ticked as that’s the actual crash logs)

    Another workaround might be to un pair the watch and pair again to see if the syncing goes better.
    I've had issues in the past as well but and re paired and de-installed the app numerous times......Currently (luckily) i have the watch and app connected without any issues.
  • Krzyzu011Krzyzu011 Posts: 12 [Outstanding Explorer]
    iOS app - new update just show up on the app store. This time it finish the upload but activity did not show up on app.
  • Krzyzu011Krzyzu011 Posts: 12 [Outstanding Explorer]
    I connected it to the computer and unfortunately Activity did not sync at all, I believe I lost it :(
  • xray79xray79 Posts: 160 [Renowned Wayfarer]
    It might still be on your watch. Check under info and memory if the bars are light grey or whit, this indicates the activity is still on the watch.
    If not and you are using the phone app, once you have synced by phone you cannot also sync by computer, it is either/or. Once the watch thinks it has a successful upload it clears the memory (what you are seeing in the History is just summary data points, the actual activity is deleted once synced). If using an app to upload, the app needs to be open and active. Also make sure you do not separate the watch and the phone during the sync process. Best bet is to put the watch on top of the phone and leave it there. If you get out of BT range it will fail. Make sure you have strong signal on the phone (WiFi is even better). A weak signal will slow the process and can cause failures. I recommend using the computer to sync as it is much more reliable and much faster. Also, when you upload activities using the MySports app for phones and mobile devices, backup data files for manual import like fit or tcx files are not stored on your computer so it is best to use MySports Connect on your computer if you need those file types for manual uploads or you want a more reliable syncing process.

    The first thing to do is see if there are ttbin files for the activities in question, which will allow you to reload them. Once you have them, dock your watch and double click the ttbin files (make sure that you have the desired file types and uploads selected on the Upload & Export tab in the Connect software). If there are no ttbin files in iTunes (for iOS) or on the phone (for Android), you can try restarting the sync (on the watch press down from the clock and go to Phone and turn it off and then on again, this should restart the sync process).

    Locating the ttbin files in iTunes: 
    1. Connect your iOS device to your computer and wait for iTunes to open.
    2. Select your iOS device in the iTunes sidebar.
    3. Select the Apps tab and scroll down to File Sharing.
    4. Select MySports.
    5. The ttbin files are listed on the right hand side.
    6. Right-click (Mac: ctrl-click) a file to copy it.

    Locating the ttbin files in Android: 
    1. On Android 4.4.2, the ttbin files are stored on the internal SD card in a nested subfolder of /TomTom MySports/ (/sdcard/TomTom_MySports/HNxxxxxxxxxx/workouts/uploaded/).

    For PC Syncing, is there a dated folder for the date of the activity under C:\Users\{User Name}\TomTom MySports\{Watch Name}? If so, is there a ttbin file for the activity in question in that folder? If not, is there a folder under TomTom MySports labeled with your serial number? Is there a file in there with a long string of numbers ending in -1 or greater? If so, it could not connect and will continue retrying for several days until it can connect. If there was a ttbin on your computer in a dated folder you can dock the watch and double click it and it will upload and export the activity. 

    If there are no ttbin files for the activities anywhere on your computer or phone and syncing again does not automatically restart the process the activities may be lost. Look at the storage bar on the watch (press down from clock screen and go to About). Is it empty? If so, the watch has been cleared and the activity is lost. What you are seeing in the history is just Summary data; all the detail has been removed.

    Compilation failures are thankfully pretty rare and are usually the result of a corrupt activity file or a disruption in the sync process using a phone app (this is why you are better off using the PC sync wherever possible). Did you notice any unusual behavior during the activity, the display freezing, the time or distance seeming to pause on its own, etc.? In the 2+ years I have had the watch I have only lost 1 activity (out of hundreds) so it is not a common occurrence. You may want to do a Factory Reset after doing all the steps above, which will clear the watch firmware and install a new one, removing any possible corruption within the data. It is not necessary but it also cannot hurt, particularly if there is a bad activity file on the watch as that can block future activities from syncing.

    To get the number for Customer Support, go to tomtom.com/support, choose Contact Us, and fill out the web from (select the Sports Watch and the issue - doesn't matter which one) it will show the Phone Us button, Press it and 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 top right corner of the screen).
  • Krzyzu011Krzyzu011 Posts: 12 [Outstanding Explorer]
    Unfortunate, not there. Good it was not important one. I tried via iTunes but couldn't find it.
  • Loren KLoren K Posts: 2 [Apprentice Traveler]
    This morning I updated the app on my iPhone to version 8.0.3 released 8/31/17, and I'm pleased to report I'm back in business. Morning ride was shared through to Strava as expected.
  • tfarabaughtfarabaugh Posts: 15,625 Superusers
    xray79 wrote:
    It might still be on your watch. Check under info and memory if the bars are light grey or whit, this indicates the activity is still on the watch.
    If not and you are using the phone app, once you have synced by phone you cannot also sync by computer, it is either/or. Once the watch thinks it has a successful upload it clears the memory (what you are seeing in the History is just summary data points, the actual activity is deleted once synced). If using an app to upload, the app needs to be open and active. Also make sure you do not separate the watch and the phone during the sync process. Best bet is to put the watch on top of the phone and leave it there. If you get out of BT range it will fail. Make sure you have strong signal on the phone (WiFi is even better). A weak signal will slow the process and can cause failures. I recommend using the computer to sync as it is much more reliable and much faster. Also, when you upload activities using the MySports app for phones and mobile devices, backup data files for manual import like fit or tcx files are not stored on your computer so it is best to use MySports Connect on your computer if you need those file types for manual uploads or you want a more reliable syncing process.

    The first thing to do is see if there are ttbin files for the activities in question, which will allow you to reload them. Once you have them, dock your watch and double click the ttbin files (make sure that you have the desired file types and uploads selected on the Upload & Export tab in the Connect software). If there are no ttbin files in iTunes (for iOS) or on the phone (for Android), you can try restarting the sync (on the watch press down from the clock and go to Phone and turn it off and then on again, this should restart the sync process).

    Locating the ttbin files in iTunes: 
    1. Connect your iOS device to your computer and wait for iTunes to open.
    2. Select your iOS device in the iTunes sidebar.
    3. Select the Apps tab and scroll down to File Sharing.
    4. Select MySports.
    5. The ttbin files are listed on the right hand side.
    6. Right-click (Mac: ctrl-click) a file to copy it.

    Locating the ttbin files in Android: 
    1. On Android 4.4.2, the ttbin files are stored on the internal SD card in a nested subfolder of /TomTom MySports/ (/sdcard/TomTom_MySports/HNxxxxxxxxxx/workouts/uploaded/).

    For PC Syncing, is there a dated folder for the date of the activity under C:\Users\{User Name}\TomTom MySports\{Watch Name}? If so, is there a ttbin file for the activity in question in that folder? If not, is there a folder under TomTom MySports labeled with your serial number? Is there a file in there with a long string of numbers ending in -1 or greater? If so, it could not connect and will continue retrying for several days until it can connect. If there was a ttbin on your computer in a dated folder you can dock the watch and double click it and it will upload and export the activity. 

    If there are no ttbin files for the activities anywhere on your computer or phone and syncing again does not automatically restart the process the activities may be lost. Look at the storage bar on the watch (press down from clock screen and go to About). Is it empty? If so, the watch has been cleared and the activity is lost. What you are seeing in the history is just Summary data; all the detail has been removed.

    Compilation failures are thankfully pretty rare and are usually the result of a corrupt activity file or a disruption in the sync process using a phone app (this is why you are better off using the PC sync wherever possible). Did you notice any unusual behavior during the activity, the display freezing, the time or distance seeming to pause on its own, etc.? In the 2+ years I have had the watch I have only lost 1 activity (out of hundreds) so it is not a common occurrence. You may want to do a Factory Reset after doing all the steps above, which will clear the watch firmware and install a new one, removing any possible corruption within the data. It is not necessary but it also cannot hurt, particularly if there is a bad activity file on the watch as that can block future activities from syncing.

    To get the number for Customer Support, go to tomtom.com/support, choose Contact Us, and fill out the web from (select the Sports Watch and the issue - doesn't matter which one) it will show the Phone Us button, Press it and 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 top right corner of the screen).

    It would be nice if when you simply copy and paste my responses you give me credit for them. And you gave instructions that are over a year old and are no longer valid.
  • BgoeswildBgoeswild Posts: 1 [Apprentice Traveler]
    I have precisely the same problem. The link was lost to the phone so I had to add it. After that it uploaded 1 activity. The next day, nothing. Steps are uploaded but not the activity. I've updated the app, connected and disconnected the phone, tried going through the Mac but nothing.
  • sojournsojourn Posts: 3 [Neophyte Traveler]
    Both activities are visible through the history (pressing "up" on the Start screen for 'Run') but have not synced, either via Bluetooth on a phone or via the direct cable connection on a Mac. The steps and distance are showing in the overall count for the day, but not as a logged activity.

    I'll do another activity tomorrow and will report back on whether the issue is resolved or not.
  • xray79xray79 Posts: 160 [Renowned Wayfarer]
    tfarabaugh wrote:
    xray79 wrote:
    ..........

    It would be nice if when you simply copy and paste my responses you give me credit for them. And you gave instructions that are over a year old and are no longer valid.

    sorry i did mention you in there (or at least i said i guessed it was from you as i copied this info in a onenote section to help me when needed. With the copy and pasting it was overwritten and i didn't check. I also mentioned in that part to do a search as it was older info.....
  • Dan76Dan76 Posts: 1 [Apprentice Traveler]
    So it's not just me then!

    From about 2 weeks ago, my watch would not sync with my phone app (iphone). It says it has updated as of about 2 hours ago, but none of my activities or workouts are coming across. It used to automatically sync with strava, which has also dropped off .

    The only way I can get my phone to sync correctly is plugging in to my home computer where I have the TomTom software installed. Then it pretty much syncs automatically.

    TomTom say they have escalated it to their '2nd line team' for support, but have no answers as yet. I'm also on the Beta version.

    Very frustrating, but I'm hoping they can sort it soon before I lose patience and get a Garmin.
  • xray79xray79 Posts: 160 [Renowned Wayfarer]
    Dan76 wrote:
    So it's not just me then!

    From about 2 weeks ago, my watch would not sync with my phone app (iphone). It says it has updated as of about 2 hours ago, but none of my activities or workouts are coming across. It used to automatically sync with strava, which has also dropped off .

    The only way I can get my phone to sync correctly is plugging in to my home computer where I have the TomTom software installed. Then it pretty much syncs automatically.

    TomTom say they have escalated it to their '2nd line team' for support, but have no answers as yet. I'm also on the Beta version.

    Very frustrating, but I'm hoping they can sort it soon before I lose patience and get a Garmin.
    If the activities don't get into the Mysports app/webpage the activities are also not linked to Strava/Endomondo etc. as they need to be in Mysport first to be able to synced to different apps.
    Are you running the latest versions of the software on your phone and watch? Make sure the Wifi or 4G connection is good. There might be some posts here with similar issues maybe you'll find an answer there?
    Not sure what you have already tried to do but you could do a reinstall of the app on your phone and see if that fixes this issue if not maybe a a factory reset of the watch can help as well. Otherwise i'm afraid you'll have to wait until customer support comes back with an answer.
  • vidottovidotto Posts: 1 [Apprentice Traveler]
    I am having exactly the same problem. My activities have stopped uploading even though they appear to be recording when I am training. Previously as soon as I plugged my watch into my computer to charge my activities automatically synched and uploaded onto Strava. I hope that this problem is solved quickly. I am feeling very frustrated.
  • xray79xray79 Posts: 160 [Renowned Wayfarer]
    vidotto wrote:
    I am having exactly the same problem. My activities have stopped uploading even though they appear to be recording when I am training. Previously as soon as I plugged my watch into my computer to charge my activities automatically synched and uploaded onto Strava. I hope that this problem is solved quickly. I am feeling very frustrated.
    Are you activities not uploaded at all or just not to Strava?
    Are you running the latest versions of the software on your phone and watch? Make sure the Wifi or 4G connection is good. There might be some posts here with similar issues maybe you'll find an answer there?
    Not sure what you have already tried to do but you could do a reinstall of the app on your phone and see if that fixes this issue if not maybe a a factory reset of the watch can help as well. Otherwise i'm afraid you'll have to wait until customer support comes back with an answer.
  • Stuart McDonaldStuart McDonald Posts: 759 TomTom Employee
    vidotto wrote:
    I am having exactly the same problem. My activities have stopped uploading even though they appear to be recording when I am training. Previously as soon as I plugged my watch into my computer to charge my activities automatically synched and uploaded onto Strava. I hope that this problem is solved quickly. I am feeling very frustrated.
    Hi. For Sports Connect on the PC if an activity fails to upload then you are alerted when you connect your watch. The Settings page will then contain a 'Retry now' button to force a retry (though Sports Connect will retry on it's own periodically).

    The last upload I see to your account was a swim on the 4th. If you have done activities since then and Sports Connect did not report a problem when you connected the watch then it means that either
    1) the watch connected with your phone and it took the activities off (and they will be on your phone). See this information on re-exporting activities stored on your phone
    https://uk.support.tomtom.com/app/answers/detail/a_id/17391

    2) Something went wrong on the watch and it did not write the activity (regardless of whether there is an entry in the summary table). If that's the case then I'm afraid the activity is gone. I would perform a factory reset to ensure there is not some glitch in the firmware.

    Regards,
    Stuart.
  • sinjsinj Posts: 5 [Master Traveler]
    I'm in the same boat - syncing via the Android App with my One+ has always worked (after a fashion - i.e. you sometimes need to give a few goes and a hug) but over the last few days I can only upload activity with the cable onto the PC.

    It connects, it *sometimes* says syncing, gets to about 20% then says "tidying up" and stops. The data hasn't appeared.

    If you're having to continually fiddle with it, pair, unpair, reset, etc to make it work it rather defeats the point of having the app in the first place.

    The app has always been temperamental but now it appears to have become redundant (for now)....
  • sinjsinj Posts: 5 [Master Traveler]
    and then lo-and-behold, while I was typing that message, it only goes and works :/
  • FLVC21FLVC21 Posts: 1 [Apprentice Traveler]
  • Cash P.Cash P. Posts: 2 [Apprentice Traveler]
    Same problem here - new activities are no longer transferred into my account automatically since a couple of days. Given contributions here suggest a pattern: is TomTom investigating / working on a fix?

    What I see is that activities are registered, and also make it over from watch to phone. Because I am able to connect the phone to my laptop and copy the individual ttbin file for the activity from phone storage to my harddrive, from where it is then pulled into Mysports. What I don't see is any error message / 'try again' button that indicates that the failure is registering somewhere. I've tried various things, including Factory reset on the watch - but no luck yet.
  • Cash P.Cash P. Posts: 2 [Apprentice Traveler]
    Activity transfer from watch to Sports app on my phone is still not working properly. Up to now all activities have eventually shown, but what used to be almost instantaneous after the sync now takes several hours. The only way to get to see the activity earlier is to manually copy the ttbin file from phone to computer, where it immediately registers in mytomtom / Strava.

    After many users reported similar problems here, I see that another thread about failed sync has now also been opened. Would be good to have some transparency on whether this is a known issue that's being addressed.
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