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

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Comments

  • Derbylad
    Derbylad Registered Users Posts: 9
    Legendary Explorer
    Hi All,
    I have a TomTom Spark watch. Over the past 6 months QuickGPS has been difficult to update via bluetooth, mostly I have had to connect via cable to my Mac to update.
    Over the last few months I have started to experience the same problem with updating my activities. This past week it has stopped updating completely via Bluetooth.
    Today, I reset the watch to factory settings and it will not pair with my iPhone SE. The bluetooth is working fine on my phone so it is a problem with the watch.
    I have read that the problem is well known and is a software issue. Apparently the only way to resolve is to revert to an older software version. Can anyone advise me how to do this? I have emailed TomTom but have had no reply.
  • tfarabaugh
    tfarabaugh Posts: 16,948
     Superuser
    Derbylad wrote:
    Hi All,
    I have a TomTom Spark watch. Over the past 6 months QuickGPS has been difficult to update via bluetooth, mostly I have had to connect via cable to my Mac to update.
    Over the last few months I have started to experience the same problem with updating my activities. This past week it has stopped updating completely via Bluetooth.
    Today, I reset the watch to factory settings and it will not pair with my iPhone SE. The bluetooth is working fine on my phone so it is a problem with the watch.
    I have read that the problem is well known and is a software issue. Apparently the only way to resolve is to revert to an older software version. Can anyone advise me how to do this? I have emailed TomTom but have had no reply.
    You first need to remove the watch from the phone's BT menu (in iOS you have it forget the device) after you reset or try pairing again. The steps are: factory reset the watch (which you did), uninstall the app (you can probably skip this the first time), remove or forget the watch from the phone's BT menu, reinstall the app (only if you uninstalled the app), select Pair New on the app, select Pair New on watch (press down from the clock and select Phone>Pair New, not Sync) and follow the prompts on the phone. You should not be pairing the watch first through the phone's BT menu; it is all done through the app and you must have the phone forget the watch in the BT menu before re-pairing.
  • Derbylad
    Derbylad Registered Users Posts: 9
    Legendary Explorer
    Thank you for the reply.

    I completed the steps above but, initially it didn't work. I then repeated the steps but I also shut down and restarted the phone before trying to pair the watch with my phone. This worked in pairing. After tomorrows run I will see if it now syncs.
  • May Hoo
    May Hoo Registered Users Posts: 3
    Neophyte Traveler
    @lampard I have actually sent an email to the customer support on 21/5/2018 but no response until today. Reference Number: 180521-xxxxxxx

    Mod edit: Please do not post any personal information on a public forum!
  • Derbylad
    Derbylad Registered Users Posts: 9
    Legendary Explorer
    I'm pleased to report, that after this mornings run, my watch synced and uploaded my activity perfectly. In fact, every time I open the App it connects to my watch and starts updating. So worth a try if you have the same problem. Follow the steps above from tfarabaugh but make sure you shut down and re start your phone before trying to pair your watch.
  • afishisafish
    afishisafish Registered Users Posts: 1
    Apprentice Traveler
    I also like to request a 1.3.255 downgrade for my Runner 2.

    The battery life is unreliable. Sudden shutdown even when the battery indicator just said it's almost fully loaded.

    Much appreciated,
  • lampard
    lampard Administrators Posts: 6,004
    Moderator
    @Marco Pires @afishisafish If you now perform the factory reset on the watch, the version 1.3.255 will be offered in Sports Connect to download. This will get rid of the battery issue on your watch.

    @seanmanninggolf I can see that you've the Golfer watch linked to your account. The rollback is only applicable for Spark series watches. If you've the battery issues with the watch, please perform a factory reset and see if it improves the situation. Otherwise, please get in touch with our customer support and they'll be assist you further.

    Cheers, lampard
  • Matej
    Matej Registered Users Posts: 1
    Apprentice Traveler
    please do downgared my firmware on Runner 3 to 1.3.255. Current firmware is downgrading life of my watches. thank you. My serial is: HR3386G-00xxx
    Than you
    Matej
  • lampard
    lampard Administrators Posts: 6,004
    Moderator
    @Matej I've now put you on the version 1.3.255 and it will be offered in Sports Connect to download by performing factory reset on your watch.

    @kzdean Can you please try a factory reset on your watch and see if it improves the situation?We can rollback to the 1.3.255 version in case there is a battery issue with the watch after trying a factory reset.

    Cheers, lampard
  • emcleod70
    emcleod70 Registered Users Posts: 1
    Apprentice Traveler
    Please can I also request a firmware downgrade to 1.3.255 for my runner 2 cardio music, tried doing a factory reset but still sat with 1.7.64 which has killed my battery life.
  • sheck
    sheck Registered Users Posts: 1
    Apprentice Traveler
    Hi, I've also got the battery issue for my spark. Can I please go to version 1.3.255 as well?
    Cheers.
  • Szafarz
    Szafarz Registered Users Posts: 10
    Legendary Explorer
    Software 1.3.255 is also not good, it has errors. Music does not work randomly, fate is always the same. The battery is also not a revelation, it is holding well without activity, every activity is quick energy consumption. I run 3 times a week for 40 minutes, as much as the watch can withstand. Bluetooth is very weak, I close my watch with my hand and there is no signal.
    Can you write software? Do you only restore the previous software, or maybe only one person remains in the company, which restores it. It's a shame that TomTom does not have IT specialists who can fix the problem. I have a company I write software and if something does not work I am improving it in a maximum of 24 hours. You fight the problem after 6 months. Nobody knows how to write good software. What about the people who updated the watches to the latest versions and did not come across this forum ?. Why do not you support them, why not fix it. Pay me € 3000 a month, I will correct your mistakes. It is a pity that such a large company as well as bad software which he does not repair for months.
  • snifsky
    snifsky Registered Users Posts: 5
    Master Explorer
    Hi,
    Syncing my Runner2 has been unstable for the past half year or so - but in the end almost all runs eventually upload. Since last week, the app keeps on asking to switch on the location services even though it is on already. No syncing at all anymore. What can be done about this?? I'm still on 1.7.64.
  • Sthroo
    Sthroo Registered Users Posts: 4
    Neophyte Traveler
    Hi, I've previously asked for a rollback to 1.3, but this has not helped resolve my issue in connecting my runner 3 with my Xiaomi 'mido' note 4. It has even gotten worse; I can't connect with my Oneplus 'bacon' One anymore either, which i used to be able to do with 1.7.64 (which was the latest at the time). I've tried to do a factory reset; both phone and watch, but alas.

    Any advice? Or should i just go back to 1.7.xx?
  • Sthroo
    Sthroo Registered Users Posts: 4
    Neophyte Traveler
    Hi, I've previously asked for a rollback to 1.3, but this has not helped resolve my issue in connecting my runner 3 with my Xiaomi 'mido' note 4. It has even gotten worse; I can't connect with my Oneplus 'bacon' One anymore either, which i used to be able to do with 1.7.64 (which was the latest at the time). I've tried to do a factory reset; both phone and watch, but alas.

    Any advice? Or should i just go back to 1.7.xx?
  • BrianBerryman
    BrianBerryman Registered Users Posts: 1
    Apprentice Traveler
    Hi, could you please downgrade my firmware for my Spark 3 watch to version 1.3.255? I have done a factory reset but am suffering the same battery issues as most users here.
    Thanks!
  • lampard
    lampard Administrators Posts: 6,004
    Moderator
    @emcleod70 @sheck @BrianBerryman If you now perform the factory reset on the watch, the version 1.3.255 will be offered in Sports Connect to download. This will get rid of the battery issue on your watch.

    @snifsky Can you please follow the steps in the public FAQ here to troubleshoot the pairing issues by removing the existing Bluetooth connections from your smartphone device?:Android/iOS

    @Sthroo I've now put you on the version 1.7.64 which will be offered to you in Sports Connect to download. Please make sure to remove the existing Bluetooth connections from your smartphone device before re-pairing after the update, see here: Android/iOS

    Let us know the outcome!

    @Szafarz Please get in touch with our customer support and they'll be able to assist you further in this case. You can click on 'Contact Us' option at the bottom of this page to Phone/Email them.

    Cheers, lampard
  • Derek Schott
    Derek Schott Registered Users Posts: 7
    Legendary Explorer
    I did a factory reset and rolled back to version 1.3.255. This has made the problem even worse. I went from 15-20 minutes per full recharge to less that 10 on a full recharge. When put on the charger for more than a day, the watch is completely turned off with nothing on the display. Plug back in and it charges up in an hour. With nothing on, and only the lcd display active, it drains in ten minutes.

    What is our recourse at this point. I am not happy reading that so many people are having the same problem with the spark 3 devices that are six months to a year and a half old. This is obviously a serious problem and explains why TomTom is going out of business in the wearable devices.
  • snifsky
    snifsky Registered Users Posts: 5
    Master Explorer
    lampard wrote:
    @snifsky Can you please follow the steps in the public FAQ here to troubleshoot the pairing issues by removing the existing Bluetooth connections from your smartphone device?:Android/iOSLet us know the outcome!

    Thx @lampard . I found the location services setting needs to be "high precision" rather than just switched on. So wireless syncing works again for me like it's done in the past half year (unstable, buggy, but usually okayish)
  • tenbashi
    tenbashi Registered Users Posts: 8
    Legendary Explorer
    This is insane. I cycled only 26km and I have half of battery. I started ride with 100% of battery. TomTom please fix this issue!! It was everything ok before update check it and fix it. Do we have go and buy garmin?
  • lampard
    lampard Administrators Posts: 6,004
    Moderator
    @Derek Schott This seems to be a hardware fault with the watch. Please get in touch with our customer support and they'll be able to assist you further in this case. You can click on the 'Contact Us' option at the bottom of this page to Phone/Email them.

    @tenbashi Can you please first try the factory reset on your watch and see if it improves the situation for you? Otherwise I can put you on the earlier version 1.3.255

    Cheers, lampard
  • fangfufu
    fangfufu Registered Users Posts: 4
    Neophyte Traveler
    @lampard, could you downgrade my watch please? I have sent you the request a while ago. My watch simply wouldn't sync with my phone. I have tried resetting it and everything.

    I have to say I regret buying Tomtom product. The customer support is truly appalling.
  • Szafarz
    Szafarz Registered Users Posts: 10
    Legendary Explorer
    lampard wrote:
    @Szafarz Please get in touch with our customer support and they'll be able to assist you further in this case. You can click on 'Contact Us' option at the bottom of this page to Phone/Email them.

    Cheers, lampard
    It's so great to write for support, only you do not have it.How many months has passed since the last version was released?You can not fix the mistake, in so many months as the problem.In such a time you can write the software from scratch.The only thing you can do is restore previous versions.Give everyone access in the menu to choose the version you want to install. So that you do not have to ask for the version to be restored

    tenbashi
    What was your version of the software before?

    @lampard
    I suppose your problem lies in the different versions of Spark, Runner.
    You made one software for different models, maybe that's why it does not work.
    Make good packages for every model of the watch and it will definitely be correct.
  • Mohamed Khaleel
    Mohamed Khaleel Registered Users Posts: 1
    Apprentice Traveler
    @lampard Please revert my TomTom Spark 3's firmware version to 1.7.60. I am having sync issues with 1.7.64.
  • tfarabaugh
    tfarabaugh Posts: 16,948
     Superuser
    @lampard Please revert my TomTom Spark 3's firmware version to 1.7.60. I am having sync issues with 1.7.64.
    1.7.64 was supposed to fix the issues with 1.7.60 so going back to it won't help. You need to go all the way back to 1.3.255.
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