Software version Rollback requests | Battery issues | Runner & Spark watch series - Page 73 — TomTom Discussions

Software version Rollback requests | Battery issues | Runner & Spark watch series

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  • Doepie
    Doepie Registered Users Posts: 3
    Neophyte Traveler
    @lampard can you please do a rollback on my firmware as i am unable to to sync with my Huawei P8 lite.

    This is really frustrating.
  • StewPoole
    StewPoole Registered Users Posts: 7
    Legendary Explorer
    StewPoole wrote:
    Hi, is it possible to be offered a rollback please?

    I upgraded to the very latest firmware but i can no longer sync with my iphone. I've tried resetting the watch but it doesn't help. When i go to connect, the pin flashes up for a split second and then the watch reverts back to the previous menu before i can do anything.
    Mine seems OK now, getting the iPhone to forget the watch sorted it out.
  • tiwariramc
    tiwariramc Registered Users Posts: 5
    Master Explorer
    tiwariramc wrote:
    Thanks Lampard, I have reset the watch and rolled back to 1.3.255

    Shall get back in case of any further issues.

    Thanks again.

    Lampard, to give you a feedback after the rollback to 1.3.255

    There is no change in battery life. After a full charge, with all sensors off, in normal usage, the battery barely lasts 36-48 hours.

    After a full charge and commencing the activity immediately afterwards, it lasts (with GPS and HR) about 4.5 hours.

    Added problem is that it is just refusing to sync with the phone - it keeps indicating the need for software update.

    Any heads-up on the issue, will be grateful

    Thanks
  • Physis
    Physis Registered Users Posts: 3
    Neophyte Traveler
    thanks lampard, unfortunately it didn't help at all, maybe it's even worse now (a week after roll back). I think the battery is just broken, now it lasts only about 36 hours in normal use (HR measuring turned off), 30 minutes during activity with GPS + HR. my watch is still under warranty, so I'll try to have them repaired/changed, or get a refund...
  • Rman73
    Rman73 Registered Users Posts: 1
    Apprentice Traveler
    I am having the same issues with my battery. It barely makes it through a 2 hr run. I'd like my firmware rolled back please.
  • Attila_toth
    Attila_toth Registered Users Posts: 2
    Apprentice Traveler
    @lampard My tomtom runner 2's battery life has been shortened after sw upgrade to 1.7.64. I have been advised to come here and ask for roll back to 1.3.255, as a possible solution. My serial number is HOxxxxGxxxxxx.
    Thanks for your help.

    Mod edit: Please do not post any personal information on a public forum!
  • lampard
    lampard Administrators Posts: 5,760
    Moderator
    @Attila_toth @Rman73 @sakins I've now put you on the version 1.3.255 to get rid of the battery issue, please make a factory reset again and the update will be offered to you in Sports Connect software. Once you update it with version 1.3.255, give it a test run to see if it improves the battery life of your device.

    @Physis @tiwariramc Please report this to our customer support. They'll be able to assist you further in this case and rectify if it's a hardware fault.

    @Doepie We've an issue with Huawei P8/P8 Lite phone models which are not pairing with the Spark watches with no workaround for this and you need to use the PC/laptop to sync the activities for a time being. Some of the Huawei P8 Lite users reported that with latest software update (PRA-LX1C432B198), they managed to sort the pairing issue with the watch. Can you please check if this resolves the issue for you?

    @Lorraine Mongelli @fangfufu If you're facing issues with pairing the watch with their smartphone, Please follow the steps in the public FAQ here to troubleshoot the pairing issues by removing the existing Bluetooth connections from your smartphone: Android/iOS

    Cheers, lampard
  • Nostromo
    Nostromo Registered Users Posts: 8
    Master Explorer
    so one has to send the serial-number to user lampard in order to downgrade to the battery-friendly version 1.3.255? if so, i'd like to PM you my serial number too, lampard.
  • PepperDust
    PepperDust Registered Users Posts: 4
    Master Traveler
    Hi, since my watches updated from 1.7.62 to 1.7.64, my battery drain and charging got messed up for one of the two watches.
    The battery only lasts 1 day, with BT turned OFF and only the HR tracking ON. It used to last at least a week before the upgrade.
    Also using the watch in any GPS sport modes, makes it last only 1-2 hours.
    This while my other good watch on the same version, can reach up to 6 hours or more.

    When I charge the watch through USB on the PC, the Connect app says it is fully charged, already after 2 minutes or so. While I let the watch run completely empty before.

    I have tried 2 factory resets and various settings, turning them on/off.
    They make no difference.

    Could my FW version get reverted to 1.7.62? For my Music + HR Spark watch.
  • abrilnovoa
    abrilnovoa Registered Users Posts: 1
    Apprentice Traveler
    I have the 1.7.64 version of the software and I have not been able to sync or pair my phone since I downloaded this version.

    As recommended elsewhere, I have already forgotten the device, uninstalled the app, reinstalled the app and reset the watch to factory settings. As in many cases, the phone begins to pair, then the watch face changes over to the code and it disappears again.

    Could you please revert the software to an earlier version?

    Thank you.
  • Andreia_C
    Andreia_C Registered Users Posts: 1
    Apprentice Traveler
    abrilnovoa wrote:
    I have the 1.7.64 version of the software and I have not been able to sync or pair my phone since I downloaded this version.

    As recommended elsewhere, I have already forgotten the device, uninstalled the app, reinstalled the app and reset the watch to factory settings. As in many cases, the phone begins to pair, then the watch face changes over to the code and it disappears again.

    Could you please revert the software to an earlier version?

    Thank you



    Hi there,
    I have exactly the same problem and have followed the same steps. Can someone just reverse the software version? This is quite frustrating.

    Thank you
  • moff13
    moff13 Registered Users Posts: 3
    Neophyte Traveler
    Hi I just bought a Spark Music watch and from the start I am having crazy battery issues. Could I please try an earlier firmware version than 1.7.64?

    The battery appears to take forever to charge and does not correspond with that of the sports connect app? When it says its charged I unplug and go into about watch stats and the battery has already drained slightly. i plug it back in and it goes away charging again for hours?

    I have factory reset several times to no avail.

    I really don't want to send this watch back.
  • VikramK
    VikramK Registered Users, Administrators Posts: 13,110
    Moderator
    @abrilnovoa @Andreia_C

    Could you try the troubleshooting steps for the pairing issue on this FAQ's:

    iOS and Android

    @PepperDust , @moff13 could you fist try a factory reset on the watch which in many cases solves the battery drain issue.

    Regards
    Vikram :)
  • moff13
    moff13 Registered Users Posts: 3
    Neophyte Traveler
    VikramK wrote:
    @abrilnovoa @Andreia_C

    Could you try the troubleshooting steps for the pairing issue on this FAQ's:

    iOS and Android
    @PepperDust , @moff13 could you fist try a factory reset on the watch which in many cases solves the battery drain issue.

    Regards
    Vikram :)
    Thanks Vikram

    But as I stated "I have factory reset several times to no avail."

    Mike
  • VikramK
    VikramK Registered Users, Administrators Posts: 13,110
    Moderator
    @moff13

    I have rolled back the software update, so please connect your watch to Sports Connect and it should be available for download.

    Regards
    Vikram
  • Derek Schott
    Derek Schott Registered Users Posts: 7
    Legendary Explorer
    VikramK wrote:
    @abrilnovoa @Andreia_C

    Could you try the troubleshooting steps for the pairing issue on this FAQ's:

    iOS and Android
    @PepperDust , @moff13 could you fist try a factory reset on the watch which in many cases solves the battery drain issue.

    Regards
    Vikram :)
    This obviously is a tremendously huge problem with the Spark 3 1.7.64 upgrade. Is there someone addressing this at TomTom or not? I went from 4-5 days per charge to 5-10 minutes per charge overnight with this horrible update. From the sounds of it, no one is pushing out a fix and people are being told to resort to resetting and rolling back.

    It is really sad when you have a good product and some software engineer completely screws it up. If this can't be fixed within the week I am done with anything TomTom makes.
  • tfarabaugh
    tfarabaugh Posts: 16,878
    Superuser
    VikramK wrote:
    @abrilnovoa @Andreia_C

    Could you try the troubleshooting steps for the pairing issue on this FAQ's:

    iOS and Android@PepperDust , @moff13 could you fist try a factory reset on the watch which in many cases solves the battery drain issue.

    Regards
    Vikram :)
    This obviously is a tremendously huge problem with the Spark 3 1.7.64 upgrade. Is there someone addressing this at TomTom or not? I went from 4-5 days per charge to 5-10 minutes per charge overnight with this horrible update. From the sounds of it, no one is pushing out a fix and people are being told to resort to resetting and rolling back.

    It is really sad when you have a good product and some software engineer completely screws it up. If this can't be fixed within the week I am done with anything TomTom makes.
    It will not be fixed in a week, considering that the last one took six months and they have since left the industry and laid off the entire sports staff. It takes several weeks of beta testing for any updates anyway. Since TT has left the industry and is no longer selling devices (they are just blowing through existing inventory) there is really nothing for you to buy anyway. Time to move on to Garmin or another brand.
  • Walshielad
    Walshielad Registered Users Posts: 5
    Master Traveler
    Hi,

    I'm having severe battery issues after the latest update. Unable to complete 4km runs from full battery.

    Please can you arrange for me to rollback onto an update that works better for the battery?

    Also, I feel a bit cheated to discover that TomTom is leaving the sports watch market.

    It cost me a lot of money to buy in Jan 2016, I've shelled out for two pairs of TomTom earphones (one broke) and several watch straps (after breaking) . All in all i've spent a lot of money. Money that I wouldn't have spent with TomTom if I'd known you'd be leaving the market. Seems to me that you should be offering customers some sort of refund for duff watches?

    Can you advise if there will be on going support for these watches?

    Or is it time to cut loses and move to another brand?

    Thanks,

    Kev
  • thomasbaerten
    thomasbaerten Registered Users Posts: 3
    Neophyte Traveler
    Hello, I requested a rollback to 1.3.255 due to issues with syncing and gps, but when I connect it to my computer I see no option for this?
  • tfarabaugh
    tfarabaugh Posts: 16,878
    Superuser
    Walshielad wrote:

    Or is it time to cut loses and move to another brand?
    You answered your own question, I am afraid. Companies leave markets all the time, they do not owe consumers anything when they do so. they provided a product that you got use of and will continue to get after they left. The watch still works, MySports is still up and running, they are still providing Support (and bug fixes theoretically) so you are no worse off than you were before they left the industry. You can continue to use the watch you have as long as it works (the rollback will fix the battery issue) but at some point you should consider switching to a brand that is active in the market and actively developing and promoting their products.
  • Dh7450
    Dh7450 Registered Users Posts: 3
    Apprentice Traveler
    I have a Spark Music and I am on software version 1.7.64 and I am having the same battery problem, I suspect since the last update. On full charge I can nurse the watch through a 45 minute run but if I attempt to use the headphone on the tracked run after less than 10 minutes the watch shuts itself down and turns the headphones off. no warning just does it.
    I also notice that when I unplug my phone from charging immediately it displays that about a quarter of the battery is used up.

    I have turned alerts, auto sync etc off and factory reset as per the forum but to no avail.

    will a roll back sort this ? is a future update due to sort this or does the watch have to go back to the shop for a refund as still under warranty and clearly not currently working to the specification that was bought!
  • Nostromo
    Nostromo Registered Users Posts: 8
    Master Explorer
    nostromo wrote:
    so one has to send the serial-number to user lampard in order to downgrade to the battery-friendly version 1.3.255? if so, i'd like to PM you my serial number too, lampard.


    It seems like "lampard" is not active anymore. so who to send my serial number?

    It would be nice to have this automated in some way, instead of having to contact members of the forum to have it reset.
  • LauraN
    LauraN Registered Users Posts: 3
    Neophyte Traveler
    Hi,

    I just got home from the store with my TomTom Spark Cardio, and I'm experiencing huge problems with the battery. After having it charged to 100% (according to the app), I can plug it out from the charger and it goes to 78% immediately and after 5-10 mins shuts down due to loss of battery.

    I've tried to factory reset, but it doesn't work. It's my fist TomTom product and I have to say that I'm disappointed...

    I've read that I should ask for a "roll back of my firmware version to 1.3.255, it should fix it." - So, can I please have that, so I hopefully soon can have my first training session with my watch....
  • LauraN
    LauraN Registered Users Posts: 3
    Neophyte Traveler
    LauraN wrote:
    Hi,

    I just got home from the store with my TomTom Spark Cardio, and I'm experiencing huge problems with the battery. After having it charged to 100% (according to the app), I can plug it out from the charger and it goes to 78% immediately and after 5-10 mins shuts down due to loss of battery.

    I've tried to factory reset, but it doesn't work. It's my fist TomTom product and I have to say that I'm disappointed...

    I've read that I should ask for a "roll back of my firmware version to 1.3.255, it should fix it." - So, can I please have that, so I hopefully soon can have my first training session with my watch....
    I've now tried to factory reset again, and now I can't even connect the device to my phone...
  • tfarabaugh
    tfarabaugh Posts: 16,878
    Superuser
    LauraN wrote:
    Hi,

    I just got home from the store with my TomTom Spark Cardio, and I'm experiencing huge problems with the battery. After having it charged to 100% (according to the app), I can plug it out from the charger and it goes to 78% immediately and after 5-10 mins shuts down due to loss of battery.

    I've tried to factory reset, but it doesn't work. It's my fist TomTom product and I have to say that I'm disappointed...

    I've read that I should ask for a "roll back of my firmware version to 1.3.255, it should fix it." - So, can I please have that, so I hopefully soon can have my first training session with my watch....
    I would take care with your buying decision considering TT has left the wearables market and is not producing any new devices (they never released the Adventurer in the US and have recalled all US inventory to sell it off in Europe), I would assume at this point any updates will be limited to bug fixes. I would not expect much more development so what you get in the box will likely be all there is. There are also major connectivity and battery drain issues that have not been resolved in over nine months. If you are able, you may want to consider returning the device and going with another brand from a company that is actively in the sports watch market and intends to continue producing and supporting devices.
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