TomTom Spark /Runner 2 Watch not Uploading Activities for >24 hours and counting

Fabio_GrooveRider73

Dear all - am starting to get a little narked off after 24 hours of trying to figure out why my GPS watch has stopped updating activities to the Sports app. Please see the list of remedial actions attempted to date...have decided that since I am getting no answer from TomTom directly (which is by the way only possible via tweeting and an email which gives me no ETA on response time) I am attempting this course of action

1. I have checked the watch's GPS satnav status and it is not impacted by the GPS rollover. I last have activity updated on Monday this week when all worked fine.
2. I have tried unpairing and forgetting the device
3. Uninstalled/reinstalled the TomTom app from my iPhone 6s
4. Have done soft and power off resets - the latter via TomTom Sports Connect on my PC - and all that happens is that the watch gets to 26% and then says cannot upload activities.
5. Turned the phone off multiple times

I think one option left is the factory reset but that will lose the activity not yet updated which I was keen to view.

Bearing in mind I am a complete technophobe if anyone kindly takes the time and trouble to answer and/or recognise the problem please bear in mind I am totally uneducated. In short.....keep it simple :-)

Best regards
F Grooverider

tfarabaugh

Try syncing via 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 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.

By the way, the reason you are not getting any answers from TomTom is that the Sports Division went out of business 18 months ago and Support is now limited to chat only, which is in India so you need to do it during their business hours.

Fabio_GrooveRider73

Morning - thanks for the above, appreciated. Regarding the computer syncing - yes - I tried doing that before posting my question as am now firmly at a PC. I am getting the same error on the PC via Sports Connect as I am when doing it wirelessly so there is clearly something wrong. 100% using Sports Connect btw as I downloaded that also yesterday at the PC (I have been away hence why only able to try these fixes now). Bottom line I'm starting to wonder if the factory reset is the only thing available to try which I've wanted to avoid. Pretty sure for the rest of your points things are as they should be as the watch is charging fine and by and large all seems well apart from this infernal failure to upload the activities!! Any other suggestions?!
Thanks
F

tfarabaugh

I hate to say it, but factory reset is basically the only option (and it may very well not work). The software is quite buggy and since they went out of business it will not be getting fixed.

Fabio_GrooveRider73

Thanks T. I am resigned to doing this so will give it a go...and whether it works or not is also something I feared you'd say :-) Out of interest....is the Garmin a better option? Or is that "a word that shall not be uttered" here...?

Fabio_GrooveRider73

...and this unavailability of customer service sounds like a death knell also for problems like this. Very poor especially when the brand will suffer regardless with an environment like that

Fabio_GrooveRider73

Update - Factory reset seems to have worked for now. I'll give it a go tomorrow. Only two activities missing so could have been worse. Thanks very much TFarabaugh for the advice and assistance, hugely appreciated.

tfarabaugh

Fabio_GrooveRider73 wrote: »

Thanks T. I am resigned to doing this so will give it a go...and whether it works or not is also something I feared you'd say :-) Out of interest....is the Garmin a better option? Or is that "a word that shall not be uttered" here...?

Since TT is no longer producing watches, Garmin is not a bad word. As far as options go, they are so far and away in the lead in the market they are virtually the only option. No one can keep up with them in features so they have to compete on price and you know what they say "buy cheap, buy twice".