Samsung phone no longer compatible?

tlm
tlm Registered Users Posts: 2
Apprentice Traveler
edited January 24 in TomTom Sports
Until a week ago, my Spark 3 synced without any issues to my Samsung J3 Luna Pro. It previously had not sy
nced until any update to the watch in March 2018. Now nothing. No sync. I have soft reset, uninstalled and reinstalled the app. The phone does not appear on the compatible phone list, however as I said, it synced without any problems for about 3 1/2 months. It seems like just another move to force you to buy more expensive phones that you don't need. This phone serves all my purposes. I also can no longer put music on the watch from my laptop, so I am stuck with the same music over and over again. Not a happy camper.

Comments

  • tfarabaugh
    tfarabaugh Posts: 16,935
    Superuser
    It is not syncing by computer or phone? The latest updates broke connectivity for some users but it should not have impacted your ability to connect by computer (which is the only way to change music, this cannot be done through the phone app). When you reinstalled the app did you have the phone forget the device in its BT menu before trying to repair? If you reset the watch or the app you need to clear the existing pairing codes by having the phone forget it.

    For the 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.
  • tlm
    tlm Registered Users Posts: 2
    Apprentice Traveler
    I don't have any problems syncing watch with laptop. It just no longer syncs with my phone. I have done all that you indicated. I just think for whatever reason, my older model phone is no longer compatible with the watch. I just gave up and use my laptop. The music is another story, and I am probably just not "techy" enough to figure it out.
  • tfarabaugh
    tfarabaugh Posts: 16,935
    Superuser
    The MySports Connect application talks to Windows Media Player and iTunes (if they are installed) to query the playlists you have created (you cannot upload individual files; they need to be organized into playlists). These playlists are then listed when you connect your watch. To make it easier to load them, give the playlists distinctive names like "My Spark Playlist" or something similar so they are easier to find. You then use MySports Connect to copy the playlists you want to the watch. In iTunes & WMP you need to create playlists (the watch only plays playlists, not individual files as there is no folder system on the watch). Once you have the playlists created, dock the watch and hit the music note button on the Connect interface, which will take you to the Music screen where it will list all playlists on the computer. When you see the one you want to load, click on it to add it to the watch. Make sure the tracks are in the right format. If tracks are not in an acceptable format they will not play, nor will the playlists they are in.

    MP3:
    Sample rate: 16KHz to 48KHz
    Bit rate: 8 kbps to 320 kbps
    Mono/stereo channels and joint stereo.
    Artist, track title and length are displayed for the following languages: English, Czech, Danish, German, Spanish, French, Italian, Dutch, Norwegian, Polish, Portuguese, Finnish and Swedish. Other languages may display correctly if the only used characters available in a supported language.

    AAC:
    MPEG2 and MPEG4 AAC-LC and HE-AACv2 are supported.
    Sample rate: up to 48KHz
    Bit rate: up to 320 kbps
    Mono/stereo/dual mono are supported.
    Artist, track title and length for AAC is not supported.

    The watch does not support files with DRM of any type. This includes offline tracks from Apple Music and Spotify. MySports Connect will not count any DRM tracks as part of a playlist, so if all the tracks in a playlist are DRM then the playlist will not be shown at all.

    You can also go to the watch in a file explorer window (the watch will be mounted as a drive) and create a folder in the Music folder and move the tracks into that folder. The software will then automatically create a playlist with all the tracks in the folder named after the folder.

    If you are not using Windows Media Player or iTunes then you need to create an .m3u or .m3u8 playlist file (various music programs do this) and then set the Playlist Root Folder. Press the Gear icon in MySports Connect and then scroll down to Advanced Settings and set the location here. The playlist root folder is searched (and sub-directories) for any .m3u/.m3u8 playlist files and those will be listed (along with any Windows Media Player/iTunes playlists) by MySports Connect when you connect your watch. This only needs to be done if you are not using WMP or iTunes; otherwise they search the default locations. The playlists need to be on a physical drive on your machine, it will not find cloud drives.

    If using iTunes, check that iTunes is set to share libraries. You need to click the dropdown at the very top left and select Preferences. On the Advanced tab, make sure there is a check next to "Share iTunes Library XML with other applications".

    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.