Pairing the Spark Cardio

Gregtv
Gregtv Registered Users Posts: 5
Apprentice Traveler
edited January 24 in TomTom Sports
My watch has stopped connecting to both my phone and my desktop. With the phone I go through the logon process and get as far as the "connecting" screen It shows the screen connecting but never connects. With the desktop it used to logon as soon as my watch was connected. Now there is no response at all. also when I open my account manually it only has data from before the 14/09/17.

Comments

  • tfarabaugh
    tfarabaugh Posts: 16,943
     Superuser
    If you search the forums you will find the app issue is a known issue for many users with the recent updates. They are reportedly working on a fix, but no timeline has been communicated (it has been over three months so I would not hold my breath). In the meanwhile you always have the option of syncing via computer. If you go to this post and ask the moderator to roll back your firmware version it should fix it, although you will lose the Fitness Points and Fit age features:

    https://en.discussions.tomtom.com/spark-and-spark-3-runner-2-and-runner-3-473/unable-to-pair-sync-after-update-to-firmware-v1-7-53-runner-and-spark-watch-series-1030088

    For the computer is Connect running in the background (there will be an icon for it in the notification tray). Look closely at the dock, are any of the pins bent or the wire frayed or are the contacts on the watch tarnished or damaged. If so, call Customer Support and they can replace it.

    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.
  • Gregtv
    Gregtv Registered Users Posts: 5
    Apprentice Traveler
    I don't appear to have the option to sync via computer. as the watch won't connect.
    is there a link to revert to an earlier software version? How do I access that version if my watch won't connect to the PC?
  • tfarabaugh
    tfarabaugh Posts: 16,943
     Superuser
    Fro the phone you may want to try unpairing it and reinstalling the app. The steps are: uninstall the app, remove or forget the watch from the phone's BT menu, reinstall the app, select Pair New on the app, select Pair New on watch (press down from the clock and select Phone>Pair New, not Sync) and follow the prompts on the phone. You should not be pairing the watch first through the phone's BT menu; it is all done through the app and you must have the phone forget the watch in the BT menu before re-pairing.

    For the computer, 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, click Contact at the bottom of this page, 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.
  • tfarabaugh
    tfarabaugh Posts: 16,943
     Superuser
    For the phone you may want to try unpairing the watch and resetting it. The steps are: uninstall the app, remove or forget the watch from the phone's BT menu, reinstall the app, select Pair New on the app, select Pair New on watch (press down from the clock and select Phone>Pair New, not Sync) and follow the prompts on the phone. You should not be pairing the watch first through the phone's BT menu; it is all done through the app and you must have the phone forget the watch in the BT menu before re-pairing.

    For the computer, 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, click Contact at the bottom of this page, 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.
  • Gregtv
    Gregtv Registered Users Posts: 5
    Apprentice Traveler
    Thank you, I had to delete and reinstall the app a couple of times as it stopped working halfway through the sync. However, it has downloaded my stats. The computer is a different matter. I will try it on another computer when I get a chance. One question how long should it take to sync to the phone? we have a pretty good connection I'm surprised it took so long to sync. Maybe that there was a lot of data on the watch?
  • tfarabaugh
    tfarabaugh Posts: 16,943
     Superuser
    Gregtv wrote:
    Thank you, I had to delete and reinstall the app a couple of times as it stopped working halfway through the sync. However, it has downloaded my stats. The computer is a different matter. I will try it on another computer when I get a chance. One question how long should it take to sync to the phone? we have a pretty good connection I'm surprised it took so long to sync. Maybe that there was a lot of data on the watch?
    Depending in the connection (cellular data, Wi-Fi) and strength of single it can take a long time. I have had long efforts take from a few minutes to 10-15 9when I had spotty coverage). I think if it loses signal it starts over every time.

    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.