Watch doesn't connect anymore with my mobile phone/TomTom sports connect

NiekEven

The watch still counts steps but there is no signal if i try to connect my phone to the tom tom sports connect app on my laptop. So it's also impossible to make a soft of hard reset because there is no connection possible.

tfarabaugh

Wh33ls_ wrote: »

Since migrating to a new iPhone (SE) from my old iPhone 6, my TomTom app won't connect to upload the activities that I have undertaken wearing my Runner 2. The error message lead me down the path of trying to connect my new phone to my runner 2 but on the "let's Get Started" page of the app, when I tap on the "watch" tab, it doesn't respond and asks me to switch on Bluetooth - which was on any way, I then turned bluetooth off / on, restarted the phone etc, all to no effect.
One help forum gave a great deal of highly technical advice about deleting certain files etc, but I could not follow same, another said to do a factory reset of the Runner 2, which I am very loath to do. Whilst would prefer to talk to someone from Tomtom to talk me through whatever needs to happen to solve this problem, I would also gratefully receive any advice about how to resolve this issue. Many thanks for any advice received.

PS - how many people would know what a "BBCode" is that could be used in (my) post??

You should try to reset the connection following these steps. 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 and remove the TomTom_MySports folder from the internal storage of the watch (plug it into a computer and you will see it as a hard drive and can delete it there). The steps are: uninstall the app, remove or forget the watch from the phone's BT menu, factory reset the watch, reinstall 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.

A factory reset will not cause you to lose any data, the watch syncs when you first plug it in, so everything is saved on TomTom Sports and your settings are reset afterwards. All you lose is the wheel size in cycling and turning splits on & off in running, as these are watch settings, not user settings. The history is erased from the watch, but this clears itself every 10 activities anyway. The music is on a different drive that is untouched during a reset and TomTom Sports is not affected. The reset itself takes less than 5 minutes.

Finally, no one from TomTom is going to walk you through it. TT Sports went out of business over 3 years ago and the watches are obsolete. Support is minimal, limited to chat and email during business hours in India, where support is located. Due to COVID there is no phone support for any TT products, but especially not discontinued obsolete ones.

tfarabaugh

I assume you mean trying to connect your watch to the laptop? 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.

Wh33ls_

Since migrating to a new iPhone (SE) from my old iPhone 6, my TomTom app won't connect to upload the activities that I have undertaken wearing my Runner 2. The error message lead me down the path of trying to connect my new phone to my runner 2 but on the "let's Get Started" page of the app, when I tap on the "watch" tab, it doesn't respond and asks me to switch on Bluetooth - which was on any way, I then turned bluetooth off / on, restarted the phone etc, all to no effect.
One help forum gave a great deal of highly technical advice about deleting certain files etc, but I could not follow same, another said to do a factory reset of the Runner 2, which I am very loath to do. Whilst would prefer to talk to someone from Tomtom to talk me through whatever needs to happen to solve this problem, I would also gratefully receive any advice about how to resolve this issue. Many thanks for any advice received.

PS - how many people would know what a "BBCode" is that could be used in (my) post??

tfarabaugh

Wh33ls_ wrote: »

Since migrating to a new iPhone (SE) from my old iPhone 6, my TomTom app won't connect to upload the activities that I have undertaken wearing my Runner 2. The error message lead me down the path of trying to connect my new phone to my runner 2 but on the "let's Get Started" page of the app, when I tap on the "watch" tab, it doesn't respond and asks me to switch on Bluetooth - which was on any way, I then turned bluetooth off / on, restarted the phone etc, all to no effect.
One help forum gave a great deal of highly technical advice about deleting certain files etc, but I could not follow same, another said to do a factory reset of the Runner 2, which I am very loath to do. Whilst would prefer to talk to someone from Tomtom to talk me through whatever needs to happen to solve this problem, I would also gratefully receive any advice about how to resolve this issue. Many thanks for any advice received.

PS - how many people would know what a "BBCode" is that could be used in (my) post??

You should try to reset the connection following these steps. 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 and remove the TomTom_MySports folder from the internal storage of the watch (plug it into a computer and you will see it as a hard drive and can delete it there). The steps are: uninstall the app, remove or forget the watch from the phone's BT menu, factory reset the watch, reinstall 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.

A factory reset will not cause you to lose any data, the watch syncs when you first plug it in, so everything is saved on TomTom Sports and your settings are reset afterwards. All you lose is the wheel size in cycling and turning splits on & off in running, as these are watch settings, not user settings. The history is erased from the watch, but this clears itself every 10 activities anyway. The music is on a different drive that is untouched during a reset and TomTom Sports is not affected. The reset itself takes less than 5 minutes.

Finally, no one from TomTom is going to walk you through it. TT Sports went out of business over 3 years ago and the watches are obsolete. Support is minimal, limited to chat and email during business hours in India, where support is located. Due to COVID there is no phone support for any TT products, but especially not discontinued obsolete ones.

Wh33ls_

Many thanks for these instructions and for letting me know about fate of TT Sports. I will let you know how this all goes.

Again my thanks

Kind regards

Chris

Wh33ls_

Thanks again Tfarabaugh for the instructions and thoughts - all has worked perfectly.
I am very grateful.
Kind regards
Chris

tfarabaugh

My pleasure.