Why won't TomTom Runner Cardio connect to computer?
3Duck5
Posts: 3 [Apprentice Traveler]
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!
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Superusers
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.
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.
Superusers
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.
Superusers