TomTom Touch battery and app issues — TomTom Community

TomTom Touch battery and app issues

Valerie FValerie F Posts: 3 [Apprentice Traveler]
edited January 2019 in TomTom Touch
Hello,

I`ve just got my TomTom Touch and already have issues.

1 - the battery. I`ve had it plugged into a wall charger last night for 2 hours only to find drained battery in the morning. Seriously, did the sleep tracking drain it all? Or what?

2 - the app. I`m using it with Android version and for some reason it isn`t syncing. It worked for just one day and that was the end of synced monitoring of my workouts. I`ve also tried pairing it with my iPod to see if iOS is better, but same thing.

How can they be fixed?

These are big disappointing factors, considering the price of the band.

Comments

  • tfarabaughtfarabaugh Posts: 16,326
    Superusers
    I would start with a factory reset and see if that cures it. The battery drain may be due to a sensor not turning off or a fault in the firmware install. This may also impact the sync issues. After doing the reset or uninstalling the app you need to have the phone forget the device in its BT menu outside of the app. 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.

    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.
  • Valerie FValerie F Posts: 3 [Apprentice Traveler]
    Thanks.
    I have a question. Do I need WiFi on to sync the band to the app or it shouldn't matter?
  • tfarabaughtfarabaugh Posts: 16,326
    Superusers
    WiFi is preferable. During the syncing it is uploading the data to the MySports servers, not just placing it on your phone and if you have a weak Internet connection it can fail. Ideally you want the strongest Internet connection you can get.

    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.
  • Valerie FValerie F Posts: 3 [Apprentice Traveler]
    I've tried everything you have suggested yet the problem still remains. It doesn't matter if I charge it from a pc or from a wall it is still the same.
  • tfarabaughtfarabaugh Posts: 16,326
    Superusers
    At this point I would suggest calling Customer Support to see 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 at the bottom, select the service required and the product name and click Contact Customer Care and then 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.
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