Activity tracking data (heart rate) not uploading — TomTom Community

Activity tracking data (heart rate) not uploading

Steph KSteph K Posts: 1 [New Traveler]
When I synchronise my Spark 3 Cardio to my phone or PC, my daily heart rate activity tracking data does not upload to MySports. All of my other activity data (runs, free-style sessions etc.) successfully uploads and all other activity tracking data (daily steps, distance etc) uploads as well. Heart rate data associated with an activity (e.g. a run) uploads successfully. It is just the daily heart rate tracking data that does not upload.

My watch is correctly set to track heart rate (SENSORS>> HEART RATE>> ON; and TRACKER>>HEART>>ON).

After synchronising my watch I note that under the ABOUT menu of the watch, two bars of the storage are still used, so it seems as if the heart rate data is accumulating in the watch, but is not uploading to MySports.

What is also quite strange is that the heart rate tracking data used to upload perfectly, but suddenly stopped uploading in May this year.

I've read through other discussions on the forum where users had a similar issue, and it seems that they were advised to do a factory reset to solve the problem. However I am reluctant to do a reset, as I don't want to lose the stored data.

Is there any other solution I could try? Any advice would be appreicated.

Comments

  • tfarabaughtfarabaugh Posts: 16,326
    Superusers
    At this point I would suggest calling Customer Support to see what they can do. They can more deeply investigate and diagnose problems than we can here on the user forum. 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.
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