Unable to connect to computer or phone

Niki R.
Niki R. Registered Users Posts: 2
Apprentice Traveler
edited January 24 in TomTom Sports
My Spark says that it is connected to my phone, yet my phone does not see it any longer. It was working fine, then we had a major storm and something glitched. Now, I can use my watch, but it will not connect to the computer or watch. (conected to computer 2 times only in the year plus that I've owned it) Help, please, what do I do to correct this???

Comments

  • tfarabaugh
    tfarabaugh Posts: 16,943
     Superuser
    You may want to totally reset the connection. 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.

    You can also do the same but also factory reset the watch. The steps are: uninstall the app, remove or forget the watch from the phone's BT menu, factory reset the watch, 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.

    If you have not been syncing by computer it means you have not been getting updates and later ones introduced connectivity issues. If you connected by compute recently and installed updates you may have a flawed update. If you search the forums you will find this is a known issue for many users with the recent updates, even though 1.7.64 was supposed to fix it. They are reportedly working on a fix, but no timeline has been communicated but 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 to 1.3.255 it should fix it.

    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

    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.
  • Niki R.
    Niki R. Registered Users Posts: 2
    Apprentice Traveler
    If I uninstall the app, will I loose the progress I already have there? That would be a real bummer. I still cannot connect to my computer. It's a crapshoot if or when it actually happens. However, thank you for helping me today. I do appreciate it.
  • tfarabaugh
    tfarabaugh Posts: 16,943
     Superuser
    Niki R. wrote:
    If I uninstall the app, will I loose the progress I already have there? That would be a real bummer. I still cannot connect to my computer. It's a crapshoot if or when it actually happens. However, thank you for helping me today. I do appreciate it.
    Everything is stored on TT's servers, not on your phone. When you reinstall the app and log in again, it will all be there. It is odd you cannot connect by 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.