Cannot pair my new Spark 3 to my OnePlus 2. PIN screen shows on watch but not on phone

yondaime008
yondaime008 Registered Users Posts: 1
New Traveler
edited January 24 in TomTom Sports
As the title says, I went through the procedure as thoroughly as I could but I get stuck when the watch shows the PIN but the phone app remains stuck in "Please wait. We are connecting your device." screen.
I have:
  • made sure the watch was forgotten by the phone bluetooth
  • factory reset the watch (its brand new but did it anyway)
  • tried on wifi, 4g then on off connection
  • restarted phone
At this point i'm running out of options and support doesn't return my emails.
Should I go ahead and attempt returning the product ? :(

Comments

  • tfarabaugh
    tfarabaugh Posts: 16,943
    Superuser
    If you search the forums you will find this 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 Customer Support you should take a direct approach and call them, emails ten to get ignored for a long time. To get the number for Customer Support, select Contact Us at the bottom of this page, 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 would take care with your buying decision considering TT has left the wearables market and is not producing any new devices (and never even released the Adventurer in the US), I would assume at this point any updates will be limited to bug fixes. I would not expect much more development so what you get in the box will likely be all there is. There are also major connectivity and battery drain issues that have not been resolved in over three months. This should have a major impact on your decision to return it and go with another brand.

    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.