Runner wants to reset, won't connect to app — TomTom Community

Runner wants to reset, won't connect to app

Andrei_DAndrei_D Posts: 3 [New Seeker]
My Runner just displays a picture of the device wired to the computer. Underneath, it says "tomtom.com/reset". The device won't connect to the TomTom Sports Connect app, so I can't do anything with it.

Answers

  • tfarabaughtfarabaugh Posts: 16,173
    Superusers
    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.

  • Andrei_DAndrei_D Posts: 3 [New Seeker]
    1) Yes, my Runner is plugged directly into my computer.
    2) Yes, the port works with a flash drive.
    3) I have had problems with making a good connection. The Runner is snapped in firmly, but there is a little play in the cradle connection, and this affects the quality of the connection. I can get the battery icon to be displayed, but my computer gives a message saying that the device is not recognized. I have had a problem with making a connection before, and it gets resolved eventually, but I usually don't see a picture of the computer with connection to the device.
    4) The USB port is not blocked.
    5) I don't know what you mean by "icon in the notification area". I do believe the Connect software is running.
    6) Yes, I have Sports Connect. I have had it since December 2016 and it usually works, but I sometimes have problems as I mentioned above.
    7) I suppose I have administrator rights since this is my own personal computer.
    8) I do have antivirus software, but I don't suspect this to be the problem.
    9) Yes, I have a good internet connection.
    10) I'll have to get back to you about using a different computer.
  • tfarabaughtfarabaugh Posts: 16,173
    Superusers
    From the dock issues it sounds like a bad dock. Make sure none of the pins are bent in and there is no grime on the watch contacts.
  • Andrei_DAndrei_D Posts: 3 [New Seeker]
    Yeah it was the contacts on the watch. I cleaned them up and then it connected. In the past I had used isopropyl alcohol to clean the contacts, but that didn't work this time. I had to scrape them up with a nail file.
  • tfarabaughtfarabaugh Posts: 16,173
    Superusers
    Andrei_D wrote: »
    Yeah it was the contacts on the watch. I cleaned them up and then it connected. In the past I had used isopropyl alcohol to clean the contacts, but that didn't work this time. I had to scrape them up with a nail file.

    Using a pencil eraser regularly is good. Careful with a file as you do not want to scrape the contacts themselves off.
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