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Solved: Adventurer screen freeze

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tomtom, screen, freezing, Adventurer,

Wildlife Splash Author

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Replies: 3

3 August 2017, 12:56

Is anybody having a similar problem? Means alarm clock doesn't go off in the morning; times and performance aren't recorded, all a bit of a hassle... Trying to get it out of this can be done by pressing and holding the button in various positions, after maybe a minute it will flash the TomTom logo and grey out the screen for about a second and then readjust all the times etc back to current. Disappointing once completing a run or cycle and realising it has only recorded part of the performance...
Marked as answer: tfarabaugh on 3 August 2017, 16:02

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.

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  • tfarabaugh

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    3 August 2017, 12:57

    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, 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.
  • Wildlife Splash Author

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    3 August 2017, 15:07

    Thank you for your response. Will I still have access to my historic analytic data if I go for a factory reset?
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    3 August 2017, 16:02

    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.
  • Wildlife Splash Author

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    8 August 2017, 19:36

    I have tried 3 factory resets with the above problem and advice; unfortunately after dropping out of the BETA trail under TomTom advice I'm still not able to use the watch because of the above described problems... Does anybody have a solution?
  • tfarabaugh

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    8 August 2017, 23:17

    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.
  • Wildlife Splash Modbreak Author

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    8 August 2017, 23:31

    Thanks very much again for your help...

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