Why won't TomTom Runner Cardio connect to computer?

3Duck5

My TomTom Runner Cardio watch is plugged into my computer and it's actively charging. The MySports app pops up and displays the message to connect my device to my computer. Hmmmm, it's already connected.... I've read the form for help and have already uninstalled and reinstalled the MySports app which didn't work. I've tried contacting support but they make it impossible to do so since there is no serial number on my watch. One forum posting advised to uninstall a driver but am not sure how to do that. If anyone has had this issue and was able to resolve it, please share. Thank you!

tfarabaugh

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.

3Duck5

Thank you for your thorough reply, tfarabaugh! My answers are below.

1) Yes
2) Yes
3) Yes
4) Yes
5) Yes
6) Yes
7) Yes
8) Turned off anti virus software then tried again. Still didn't connect.
9) Yes
10) I don't have a different machine to try at this time. I've had this watch 2 years and have loved it, but still can't get it to connect.

Thanks again for taking the time to ask those questions. A few of them made me check a few things I hadn't thought of. Unfortunately, my watch still won't connect.

tfarabaugh

The biggest issue is the dock itself. Make sure none of the pins are bent or deformed and that the contacts on the watch are clean and not worn off (they should be gold). I would call Customer Support and have them send you a new docking cable just in case.

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.

3Duck5

Thank you again for your help!

tfarabaugh

3Duck5 wrote:

Thank you again for your help!

Glad I could help. When you get a chance please mark my response as a solution so others with the same question can look for it.

Madelize

Good day. Tom Tom Runner 3. My watch was plugged in pc, I did the whole download/ register and everything showed and was on, put some music on and then I reset it , nothing happened after that, just my watch screen shows a pc pic with wording..."tomtom.com/123" and when I take it off the dock it shows the same pic with "tomtom.com/reset" I cant connect after that, phone doesn't even pick it up. please help