Heart rate sensor stopped working

janoene
janoene Registered Users Posts: 1
New Traveler
edited January 24 in TomTom Sports
Hi all,

I have a spark 3 and until 2 weeks ago, it worked pretty fine. For some reason my HR sensor stopped working. I don't see the green light anymore and while running, the HR is way to high. What should I do? Does it makes sense to do a factory reset? Will this remove my stats as well?

Thanks

Comments

  • tfarabaugh
    tfarabaugh Posts: 16,953
     Superuser
    If you are still seeing any HR at all (even a high one) it means the LEDs are working, otherwise you would get "--". You may want to call Customer Support to ask them about it, but I would try a factory reset first in case it is just an issue in your firmware install. To do a factory reset, make sure the Connect software is running and dock the device to your computer. The Connect window will open; press the gear at the top right and select factory reset from the next screen. Follow the steps provided and when prompted to register or sign in to MySports, select sign in and use your existing account credentials. It is fairly straightforward and should take less than 5 minutes.

    To get the number for Customer Support, choose Contact Us at the bottom of this page, 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).

    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 MySports 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 MySports is not affected. The reset itself takes less than 5 minutes.

    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.