Heart rate monitor has stopped working on my Runner

paddy67
paddy67 Registered Users Posts: 3
Apprentice Traveler
edited January 24 in TomTom Sports
Dear Team my HR monitor on my watch has always worked well until this week. everything appears fine I have the latest up date 1.8.52 even did a factory reset but nothing!!! The two little -- fash in the Sensors heart BPM mode but does not pick up my heart rate any longer. The two LED lights are bright and do not flicker so are normal!! Everything looks ok except for this!!! Help. And tomorrow 1st Oct I am running my first half marathon 1st :( bad timing really but at least the other functions are normal. Help me please...lol
Peter

Comments

  • tfarabaugh
    tfarabaugh Posts: 16,975
     Superuser
    It sounds like the firmware install was bad or the sensor has failed. I would start with a factory reset and if that doesn't solve it, try calling Customer Support. To do a factory reset, make sure the Connect software is running and dock the device to your computer. The Connect window will open; press the gear at the top right and select factory reset from the next screen. Follow the steps provided and when prompted to register or sign in to MySports, select sign in and use your existing account credentials. It is fairly straightforward and should take less than 5 minutes.

    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.
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