Spark/Runner 2 Watch

BillyRoo
BillyRoo Registered Users Posts: 4
Neophyte Traveler
edited January 24 in TomTom Sports
Watch showing a battery with a line thru it only! Won't do anything else when connected to charge or to computer? What next??

Comments

  • tfarabaugh
    tfarabaugh Posts: 16,935
    Superuser
    Sounds like the dock may be damaged. Check that none of the pins on the dock are bent or pressed in, as that will prevent a connection. If so, try to gently pry them out so they are all equal height. Also make sure it is fully snapped into the cradle, it needs to fully click into the cradle and it may help to take it out of the band to do so.

    Otherwise you need to call Support who can investigate further. 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 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.
  • BillyRoo
    BillyRoo Registered Users Posts: 4
    Neophyte Traveler
    Thank you for your reply. Pins in dock all OK and it works with my husband's watch but not mine. My apple phone cannot now find it either. Can't get in to reboot Mac won't recognise watch either when connected through dock and app.

    Went through the support contact but couldn't find a UK contact telephone no anywhere?
  • Niall
    Niall Posts: 11,112
    Superuser
    @BillyRoo
    Phone number for Customer Services


    :flag_gb: United Kingdom
    02079 490 134
    Monday - Friday: 9:00 a.m. to 5:30 p.m.
  • tfarabaugh
    tfarabaugh Posts: 16,935
    Superuser
    BillyRoo wrote:
    Thank you for your reply. Pins in dock all OK and it works with my husband's watch but not mine. My apple phone cannot now find it either. Can't get in to reboot Mac won't recognise watch either when connected through dock and app.

    Went through the support contact but couldn't find a UK contact telephone no anywhere?
    Have you tried a factory reset? To do a factory reset, make sure the Connect software is running and dock the device to your computer. The Connect window will open; press the gear at the top right and select factory reset from the next screen. Follow the steps provided and when prompted to register or sign in to MySports, select sign in and use your existing account credentials. It is fairly straightforward and should take less than 5 minutes.

    If that does not work, try a recovery rest:

    1. Place your watch in the dock before you connect the dock to the computer.
    2. On your watch, move DOWN but keep the button pressed. If the USB port on your computer is not easily accessible, connect the dock to the computer without the watch. Then move down from the clock screen while you slide the watch into the dock.
    3. Connect the dock to the computer. Keep pressing the button until your watch shows tomtom.com/reset.
    4. Release the button and wait for MySports Connect to show Update.
    5. Click Update in MySports Connect.

    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.
  • BillyRoo
    BillyRoo Registered Users Posts: 4
    Neophyte Traveler
    Tried both but screen on watch is totally blank.
  • BillyRoo
    BillyRoo Registered Users Posts: 4
    Neophyte Traveler
    Used the UK tel no provided - thank you. Spoke to Amy at TomTom who was brilliant and after various tests is sending me a new cable. Hopefully that will do the trick and I can update.
  • tfarabaugh
    tfarabaugh Posts: 16,935
    Superuser
    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.