Music no longer playing on headphones

rmuir12
rmuir12 Registered Users Posts: 4
Apprentice Traveler
edited January 24 in TomTom Sports
Hi all. Suddenly my music has stopped playing on headphones that were previously synced with my tomtom spark cardio watch. The watch finds the headphones no problem but then the screen would normally show what song is playing but instead now it just shows 'song' with a blank for the song title and timing of 0:00. I'm unable to scroll off the screen and find any music. Anybody else experienced this and have a fix? Many thanks

Comments

  • tfarabaugh
    tfarabaugh Posts: 16,943
     Superuser
    You may want to call Customer Support to ask them about it, but I would try a factory reset first in case it is just an issue in your firmware install. 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 straightforward and should take less than 5 minutes.

    To get the number for Customer Support, choose 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 helps answer your question. If so, please mark it as a solution so others can look for it if they have the same question.
  • rmuir12
    rmuir12 Registered Users Posts: 4
    Apprentice Traveler
    Thanks for your response to my question. I didn't want to lose my data, so I rang customer service before attempting the factory reset, but they also recommended doing the factory reset. So I did and the issue is now resolved. And, contrary to what the adviser told me on the customer service call, my data is all still in mysports connect woohoo! Thank you again.
  • tfarabaugh
    tfarabaugh Posts: 16,943
     Superuser
    rmuir12 wrote:
    Thanks for your response to my question. I didn't want to lose my data, so I rang customer service before attempting the factory reset, but they also recommended doing the factory reset. So I did and the issue is now resolved. And, contrary to what the adviser told me on the customer service call, my data is all still in mysports connect woohoo! Thank you again.
    A factory reset will not cause you to lose any data, the watch syncs when you first plug it in, so everything is saved on MySports and your settings are reset afterwards. All you lose is the wheel size in cycling and turning splits on & off in running, as these are watch settings, not user settings. The history is erased from the watch, but this clears itself every 10 activities anyway. The music is on a different drive that is untouched during a reset and MySports is not affected. Support should know this.