USB device not recognised The Sports Connect app — TomTom Community

USB device not recognised The Sports Connect app

RuebenRueben Posts: 2 [Apprentice Traveler]
I get the above error message when I try to connect my device on my pc to upload my activities. I have entered on all the USB ports but receive the same error message.

The error message on The Sports Connect app is we are unable to connect to your device. Please disconnect and try again. if it still wont connect, contact Tom Tom Customer Support for help.

Anybody have this and can help?

Comments

  • tfarabaughtfarabaugh Posts: 16,528
    Superusers
    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 port free of any debris or blockages?
    5) Is the Connect software running (is there an icon for it in the notification area)?
    6) Did you install Sports 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?

    Is there any damage to the pins in the charger or the contacts on the watch? If any of the pins are bent or deformed straighten them out with a pin and make sure the contacts on the back of the watch are free of tarnish or grime. Also make sure it is fully snapped into the cradle.

    If nothing above helps you may have a bad dock or there may be computer setting blocking it. At that point I would suggest contacting Customer Support and seeing what they can do. They can more deeply investigate and diagnose problems than we can here on the user forum. To get in touch with 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 Email Us or Chat (there is no longer phone support available for watches).

    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.
  • RuebenRueben Posts: 2 [Apprentice Traveler]
    Hi

    Thanks for the advice. It picked up the device and synced and uploaded my activity after I disconnected and connected the device to the strap again, It did not do that last nite when I did the same thing.

    So it worked now this morning. Not sure what the issue was.
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