[solved] Reboot during activities

freeheeler

@inkognito
Suunto does not communicate much, but as I understand @isazi 's statement they seem to be on it

isazi

Suunto sent us a message, we need some information from people having crashes, please contact me with a DM for more info. Thanks.

inkognito

I had another reboot today… In fact, I went like “let’s combine many functions together and see if it crashes”

So I used:

Sport mode: Walking - custom with ETE/ETA fields
SuuntoPlus: Burner
Navigation: Route
I set target HR zone to Zone 1

Watch crashed and rebooted around 26 minutes after start… I was stationary at that moment (taking a photo with my phone), I looked at my watch and saw a black screen and then, several seconds later, the watchface…

But this made me realise one thing! This was not the first case my reboots happened like this. In fact, I had multiple crashes just after I stopped for a while! Usually due to photos, road crossings etc… I did not use pause or autopause…

I tried to replicate this immediately after with no luck… I went on for another 40 minutes with the same setup without any problem…

Anyone with similar experience (crash happened when you stopped for a while)?

freeheeler

@inkognito
I did groceries today and didn’t stop the activity when I was inside the building. navigation, hill climb, external HR etc… no crash at all. but I never had a crash with the latest firmware.
I recommend @isazi 's suggestion

inkognito

@freeheeler I’m in contact with @isazi I was just currious whether I might have found some pattern in those reboots or not… To me, it happened multiple times exactly after I stopped for a while. It is becoming hard to believe that this is just a coincidence But I am definitely not saying my watch rebooted everytime I stopped…

Anyway, when you stop without pause, many things happen at the same moment, like:

Sony GNSS chip probably recognizes that you don’t move and triggers some clever algorithm to filter the data
your HR decreases, you probably go from higher zone to lower, this affects the Burner app calculations…
ETA/ETE values are changing rapidly
Navigation starts using compass… etc.

I can imagine that these many simultaneous things that are going on might bring better chance that something goes wrong

chargerunner

@inkognito From what I experienced myself and from the other users, I think each one has faced a different “pattern”, so various that there can’t be a single pattern for these reboots

For me it’s nearly always at the beginning of a running exercise (only once at the beginning of a cycling exercise). At first I noticed that the hear rate didn’t show up on the watch face before the reboot, so I thought it had something to do with the HRM (I use the watch’s HRM), and I always waited for the hear rate to appear at the beginning of the activities to be sure there wouldn’t be a reboot. Then later I found out that sometimes the heart rate also showed up before some reboots, and I don’t know what is the pattern of those reboots anymore

Reiner

@chargerunner said in Reboot during activities:

@Reiner Glad to hear it @Reiner . How long has it been since you downgraded? I would wait at least one week before being a bit more sure about the issue not coming back After the hard reset (still not downgraded), my watch went on for one week without error before the crash came back…

No more crashes after downgrading to previous firmware since 10 days - 5 “running” workouts. Before it crashed on every workout 1-2 times. Unusable.
It looks like the right decision.The “process” and suunto statements for a quick solution are not satisfying.

chargerunner

@Reiner It’s encouraging. Could you keep us updated after maybe 10 more days?

I didn’t downgrade my watch. It went through a hard reset, imposed by Suunto Link, and still stays with the latest software version. It’s been more than 3 weeks since the hard reset now, and the crash happened already 3 times. The encouraging sign is that it didn’t crash as often as before the hard reset, and also didn’t crash during the last 10 days. I think in the end I will also downgrade the software as you did.

fecek

@chargerunner I’ve also downgraded the version from 2.23.20 -> v2.20.30.682 cause that bug and lack of reaction from Suunto are pissing me off. When I reported the bug on live chat they told me to hard reset and if it is not working then send the watch to the service
Will let you know after week or two if its okay.

freeheeler

@fecek
just as a general reminder. Suunto does not seem to be inactive. @isazi has sent us a message about that.
I don’t have crashes fortunately (and unfortunately).
if you do have crashes and some patience, before you downgrade it would be helpful in long term for all to get in touch with @isazi

ADHDMonkey

@freeheeler no disrespect meant to anyone but I’d rather have an official statement from suunto for reassurance. Comes across as sly if I’m completely honest.

freeheeler

@ADHDMonkey
I know what you mean. Suunto does not comment on issues, improvements or roadmaps.
my observation is that the issue came up slowly. at first only one or two users reported crashes and now reports are becoming more frequent.
it still seems to be a rare case and Suunto can only investigate with feedback and reports. let’s hope it gets solved, soon

Reiner

@freeheeler
I’m sure there are still a large number of other affected users. Very most of them are not registrated here in Suunto forum.
They will probertly contact official support, when i read supports answer “send the watch to the service” oh no… The distribution of the buggy firmware has not been stopped until today.

SimonHumm

@Reiner To be honest, if I’m told to return my watch to Suunto for something that is almost certainly a firmware issue then I’m probably done with Suunto. Likewise if they don’t/can’t fix the firmware. Can’t keep going out and not knowing if it will work or not.

isazi

@ADHDMonkey my guess is that it’s affecting very few watches to warrant an official statement. Since we asked for info to affected users we’ve got less than 20 responses, and this includes this forum, various Facebook groups, and national communities.

Egika

@SimonHumm said in Reboot during activities:

@Reiner To be honest, if I’m told to return my watch to Suunto for something that is almost certainly a firmware issue then I’m probably done with Suunto. Likewise if they don’t/can’t fix the firmware. Can’t keep going out and not knowing if it will work or not.

From the fact that issues started happening with a certain FW version, you cannot conclude that it is not HW or accessory related. This is why sending in a watch will not necessarily be useless.
But as I understand, this is a super rare issue and this is why it is not easy to get to the root of it.
Forum reports are of course super biased and are not representing all users.
Let’s help Suunto gather the necessary data of the circumstances of this issue.

inkognito

@Egika Just two notes:
There are multiple people who complained about this on reddit as well… Both S9 and S9P users. One even claims, that they sent the watch to service and they changed the core… It did not help…

My feeling is, that not everyone is as crazy as we here. Normal user probably does not record one (or even multiple) activities daily. Therefore, even if they had the same issue, it would probably happen like once or twice since the firmware update (given the fact that I have problems in like 10% of cases). In such a case, I personally wouldn’t seek support yet as I wouldn’t be annoyed enough

isazi

@inkognito that’s why we forwarded logs to Suunto devs, and are collecting statistics for Suunto, so that they can assess the root cause. I hope in a fix soon.

Egika

@inkognito yes, I am with you.
As isazi stated, Suunto is aware and is currently collecting information regarding this issue from various channels (not only here).

My point was that there is no certainty it is not a HW or accessory issue. Suunto support asking for sending in a watch can make sense.

Unfortunately Suuntos core value „reliability“ is on fire.