TomTom Runner Troubleshooting

The watch will not respond or turn on.

If the device will not turn on and the screen continues to be black then a possible underlying cause for your screen not turning on would be that you have a faulty charger. To check if that it is a faulty charger, you need to plug the watch into the charger. Once the watch turns on, continue to let the watch charge. If the watch is plugged into the charger and the screen continues to be black, then consider purchasing a replacement charger.

If the outer screen is cracked, severely scratched, appears foggy, or there is water trapped beneath it, then a possible underlying cause for your screen not turning on is that your screen's case is physically broken. You should consider purchasing a replacement watch casing. Replace the outer screen, also known as the front casing, using this guide.

If the screen seems fine on the outside, but the screen is still unresponsive to charging or pressing the buttons, then a possible underlying cause of your screen not turning on is that you have an unresponsive screen. Therefore, the screen may need to be replaced. Use this guide to learn how to replace the screen.

If the screen is not cracked or does not show any signs of damage, then a possible underlying cause of your screen not turning on is that the battery itself could be dead. This means that no amount of charging turns on the watch or keeps the watch charged. You will need to replace the battery by using this guide.

The GPS will not connect to your location.

If the GPS feature repeatedly picks up but quickly loses signal, then a possible underlying cause of your GPS signal disruption is that the watch is incorrectly positioned on your wrist. You need to make sure the watch is securely fastened around your wrist with the screen facing up and that the buckle fastened securely on the underside of your wrist. If the watch continues to fall loosely around your wrist because it is worn out, then consider purchasing a replacement band. Use this guide to learn how to replace the band once you have it.

If you constantly have a “Please Wait” or a GPS icon flashing in the bottom left of your screen, then a possible underlying cause of your GPS signal disruption is that your location is obstructed by something like buildings or trees. Thus, your GPS cannot find your location. To solve this try moving to an open area where there are few tall buildings or trees around you. Stay still and wait approximately 45 seconds. If the GPS still does not find your location, then consider replacing the GPS component using this guide.

If the GPS function does not respond to you choosing it or does not find your location after moving to an open area, then a possible underlying cause of your GPS signal disruption is that the GPS Component has failed. This means that the component itself is malfunctioning and needs to be replaced. See this guide for how to replace the GPS Component.

If you are having trouble getting the watch itself to keep track of your progress or your phone app/My Sports account does not download your day’s achievements.

Another possible underlying cause to your watch to not connecting to the MySports app is that it is unconnected from the dock or USB port. This means the watch is not plugged into the charging dock correctly and will not receive a charge. Double check that all connections for the watch and the charger, including the USB port connector for the computer and the watch’s position in its dock, are correct.

A possible underlying cause of why you cannot connect to the Phone App or MySports is that the watch and your MySports account both need to be updated. You need to make sure to update your account on MySports and the MySports App, because this keeps the watch updated and able to download your saved progress to your online profile. Without updating the watch, it will not connect to the App/MySports and will run slowly. Note that before using the MySports app on your smartphone, you need to link your watch to your MySports account using a computer. This needs to be done only once.

Look for updates on the App on your phone or the MySports page on your computer with the watch plugged into the charger. To update your watch plug it into the charging dock while logged into your MySports account, then click on any updates that are displayed.

Another way to update your watch is from the clock screen on your watch, move down to open the Settings screen, then select Phone and move right. Select Sync. If automatic uploading is currently switched off, move up or down to switch automatic uploading on.

The watch loses charge quickly or does not charge.

If your battery properly charges, but loses charge quickly then a possible underlying cause of your constant low battery is that your battery has a short life due to extra functions draining the battery. Consider turning off additional unnecessary functions that use extra battery power such as the back-light, night mode, and additional sensors during exercise to restore you watch's battery life.

If the watch or screen will not turn on, then a possible underlying cause of your constant low battery is that you have a faulty charger. To check this, plug the watch into the charging station. The screen should then light up and display a low battery symbol. If the screen does not turn on with plugging in the watch, then the screen needs to be replaced. Refer to the “Screen Won’t Turn On" section or go to the screen replacement guide.

It is fully charged when the battery animation stops moving and shows a fully charged battery icon. If after persistent charging the watch continues to display a low battery icon then consider purchasing a replacement charger.

If you have already tried charging the watch and replacing the charger, then a possible underlying cause of your constant low battery would be that you have a dead battery. Sometimes a dead battery just needs to be jump-started to get them going again, so try a Hard Factory Reset. The Hard Factory Reset will erase all personal data and will have to be reentered after the reset.

• First, connect your watch to your computer and wait until MySports Connect finishes all updates.
• Second, expand settings in MySports Connect.
• Third, click on “Factory Reset” at the bottom of the computer screen. Keep your watch connected while the MySports Connect window closes as it installs the software on your watch. Continue to keep your watch connected while a new window opens again and then follow the instructions on the screen.

After following these instructions on the screen, the Factory Reset is complete. If the battery continues to lose charge then consider replacing the battery with this guide.

The buttons on the watch cannot be pushed at all, or they can be pushed but the screen will not respond.

If the buttons are not responding to you pushing them or the screen does not respond when you do push the buttons, then a possible underlying cause of your buttons being stuck, and thus the screen not working, is that the buttons/screen are not responding. You may need to simply reset your watch to get the screen/buttons to reset. A Recovery Mode reset will reset the watch without deleting your profile information.

To perform a reset on your watch using the recovery mode you will:

• First connect your watch to your computer and wait until MySports Connect finishes updating your watch, then on your watch, move DOWN but keep the button pressed.
• Next you will need to disconnect the USB cable from your computer, but keep pressing the button until your watch shows a watch connected with a computer and tomtom.com/reset.
• Then release the button and connect the USB cable to your computer. Click “Update in MySports Connect”. With this last step the Recovery Mode reset is complete.

Note that if the USB port on your computer is not easily accessible, connect the dock to the computer without the watch. Then move down from the clock screen while you slide the watch into the dock.

If the buttons are broken/ stuck, externally chipped, cracked, missing, have become internally unwired with the buttons still intact but you have an unresponsive screen, then a possible underlying cause of the buttons being stuck and the screen not responding is the button’s connection to the watch. To help solve this you can dismantle the buttons and then put them back together or replace the buttons completely. Click here to learn how to replace the buttons.