Computer Not connecting to watch — TomTom Community

Computer Not connecting to watch

In trying to connect my 3 year old Spark to my computer I am continually getting message that "We Could Not Connect to your Watch" Next it tells me to contact Customer Support for help. This is as close as I can seem to get to contact them directly for help. Anyone?

Comments

  • tfarabaughtfarabaugh Posts: 16,618
    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).
  • Heidi LimHeidi Lim Posts: 2 [New Seeker]
    Thank you answers to 1-7 are yes, 8 is no and 9 yes and 10 I have not tried. I am wondering if it is my charging cable, because there is a crack in the cord. However it continues to charge the watch - but I guess perhaps there are different internal cables for different functions and perhaps the connection one is damaged. I shall contact them as suggested. Thank you for replying, I was so extremely frustrated
  • tfarabaughtfarabaugh Posts: 16,618
    Superusers
    There are 4 cables within the cord, 2 for charging and two for data so it is entirely possible that one of the data transfer cables Is damaged. I would suggest getting a ew cable.
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