Connecting Adventurer to Computer — TomTom Community

Connecting Adventurer to Computer

Raz65Raz65 Posts: 5 [Master Traveler]
Hello, I just got an Adventurer. I can connect with the app from my phone but I have not been able to connect to my PC. I just installed Sports Connect on my Mac but when I connect the watch it isn't recognized. I'm sure it's connected ok because it's charging. Any suggestions?
Thanks

Comments

  • tfarabaughtfarabaugh Posts: 16,572
    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 plug free of any debris or blockages?
    5) Is the Connect software actually running (is there an icon for it in the notification area)?
    6) Did you install MySports 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?

    In particular, make sure it is fully snapped into the cradle. If it does not have a full connection it will charge but it will not be recognized by the computer. It seems simple but this is generally the issue. It needs to fully click into the cradle and it may help to take it out of the band to do so. Also check that none of the pins on the dock are bent or pressed in, as that will prevent a connection.

    Also try the steps listed in the final post of this thread:

    https://en.discussions.tomtom.com/sports-connect-apps-website-389/connectivity-problems-with-a-watch-1019268#post1150155


    If nothing above helps you may have a bad dock or there may be computer setting blocking it. At that point I would suggest calling Customer Support and seeing what they can do. They are able to more deeply investigate and diagnose problems than we can here on the user forum. To get the number for Customer Support, go to tomtom.com/support, choose Contact, enter the product name and click Phone Us. It will give you the phone number for the country your account is registered under (this can be changed by clicking the flag icon in the bottom right corner of the screen).

    I hope this helped answer your question. If so, please mark it as a solution so others can look for it if they have the same question.
  • Raz65Raz65 Posts: 5 [Master Traveler]
    Wow, thanks for all the suggestions. I think we can eliminate anything related to bad dock cradle as I just managed to connect to my work PC. Below is a summary of the situation so far:

    1) Work PC - Windows 7: Can connect and access the watch using Windows Explorer. Unfortunately cannot install MySports Connect because don't have admin rights.
    2) Work laptop - Windows 7: So far cannot connect but don't have admin rights so anyhow wouldn't really help.
    3) Home Mac with admin rights - Installed MySports Connect and have it running when try connecting the watch but it isn't recognized. Using same usb slot as I use for other devices that work. Don't think I have any firewall or antivirus that should cause problems.
    I just get a screen in MySports Connect saying that I should connect the device. When I connect I do get the battery icon on the screen.

    I've noticed that I can get the GPS fixes via the mobile app so the connection to the computer I presume I need just for uploading music and eventual upgrade of firmware if needed. Already in the app it tells me I should connect to PC for an upgrade!

    I'll keep trying!
  • tfarabaughtfarabaugh Posts: 16,572
    Superusers
    There was an issue with the MacOS that may be preventing it from finding the watch. Hopefully one of the developers can jump in and advise you on it.

    I hope this helped answer your question. If so, please mark it as a solution so others can look for it if they have the same question.
  • Stuart McDonaldStuart McDonald Posts: 759 [Exalted Navigator]
    Hi,
    There has only ever been one issue with detecting the watch on OSX and that was a long time ago. The first thing to check is that the watch appears correctly in System Information

    1. Connect the watch
    2. Click the desktop magnifying glass and search for 'System Information' and click the top hit
    3. Expand the Hardware node and click on the 'USB' entry
    4. You should see the 'Tom Tom GPS Music Watch' listed in the USB Device Tree panel on the right
    5. Click on the that entry and the panel below should show the Product/Vendor/Serial etc.
    6. It should also sow 'Volumes:' and have information on the Music drive that is mounted when the watch is connected (probably under /Volumes/MUSIC)
    7. If you start Finder then under 'Devices' there should be a MUSIC drive which you can browse.

    If all that looks ok then can you open Sports Connect and use the cog icon to open the Settings Page. Then use the Submit App Data under the Advanced Section to send the log files. Since it hasn't detected a watch it will give you a reference id ("XX...."). Let me know that number so I can find the logs.

    Finally, can you send me (I'll pm my address) the result of the following
    1. Connect the watch
    2. Click the desktop magnifying glass and search for 'terminal' and click the top hit
    3. Type the following into the terminal
    grep USB /var/log/system.log > USBLOG.txt

    Send me the USBLOG.txt file.

    Thanks,
    Stuart.
  • Raz65Raz65 Posts: 5 [Master Traveler]
    Watch doesn't appear in the USB Device tree but it is charging.
    I sent you the USBLOG.txt in pm.
    Thanks
  • Stuart McDonaldStuart McDonald Posts: 759 [Exalted Navigator]
    Hi,
    If the Mac isn't detecting the watch then it looks like there is a problem either with the watch or more likely the dock. Note that it is quite possible for the dock to be broken and the watch still to charge since all it needs in the power line. Sorry, I can only suggest contacting support directly. The number for Italy is

    0245281004
    lunedì-venerdì: ore 09:00 - 17:30 CET

    Regards,
    Stuart.
  • Raz65Raz65 Posts: 5 [Master Traveler]
    Thanks, but as I mentioned in earlier post it is recognized by my work pc!
  • Stuart McDonaldStuart McDonald Posts: 759 [Exalted Navigator]
    Hi,
    The thing is I have never seen OSX not detect a working watch. Can you do the following in a terminal

    ioreg -b | grep TomTom

    If the watch isn't appearing in System Information I wouldn't expect that to print anything. If it prints a line 'TomTom GPS Music Watch' then can you double check it's not in System Information. Then run

    ioreg -b > IOREG.txt

    and email me (I'd pm'ed my address) the IOREG.txt file.

    Thanks,
    Stuart.
  • Raz65Raz65 Posts: 5 [Master Traveler]
    Ok, but next week.I'm travelling now!
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