Suunto Race screen stays black - soft reset required

[wmichi]

@Olaf-Gottschalk Do you have smartphone notifications enabled? Could it have something to do with this? I would try to temporarilly disable them.

[ChrisA]

@Olaf-Gottschalk I have the race now for 3 weeks and never had a black screen, restart or anything like that. Is your watch paired to only one app/device(Smartphone)? I ask, because the only time I had something similar (sudden restarts) with another Suunto watch, was, when I paired it to an iphone first, then switched to an Android phone and then back to the iphone. After a hard resest and staying with one device type, it never occured again.

[BrunoH]

@wmichi must be because of all those broken emojis

Sorry for the “zhang”-comment ; I just couldn’t resist.

[Brad_Olwin]

@Olaf-Gottschalk said in Suunto Race screen stays black - soft reset required:

@Brad_Olwin This issue has NOTHING to do with sports mode… it just does this out of nowhere. Just happened again. Screen black, reset necessary. This is the 3rd time within less than 2 weeks since I use the Race… Annoying!

I responded to @GiPFELKiND in my post as you can clearly see. Before you start yelling please read the response and who was tagged. I have 2 Race watches and have never experienced your black screen issues with a lot of exercises recorded. You may have a defective unit especially if a hard reset does not fix this behavior. I would contact support.

[wmichi]

@BrunoH I was serious There has been an update to the notifications stuff (icons are displayed). Maybe something is broken. Maybe the watch doesn’t like the icon of a specific app. Sounds weird, those are just images. I don’t know. I just thought, if it’s a problem with notifications, it could be temporarily fixed by turning them off. There are no emojis or images displayed anyways

If it still happens it might be another software related issue or really a defective unit. Whatever it is, speculating doesn’t help, only support can.

Edit: Or was it Polar which added app icons to notifications? I am confused, maybe today’s intervals were too hard. Anyways, support is the way to go.

[lucianof]

@Olaf-Gottschalk got my race yesterday, set it up, went to sleep, took it off in the morning and screen was black and has to hard reset. Not good for a brand new 500 euro watch. Will send it back if it happens again.

[stullT]

@Joakim-Ågren @Olaf-Gottschalk Hey gents, I have been having the black screen issue as well. I received my new Suunto Race Ti ~10 days ago. It worked well for ~7 days. The software has more than twice crashed and defaulted to factory settings. Once overnight while sleep tracking (i thought this was my fault, I rebuilt my custom sport modes, re-downloaded a map), and another couple times when trying to start a run with a custom sport mode.

I selected the sport mode (that I’ve used previously), and waited for the GPS to connect. Then the screen goes black, watch comes back on and poof, back to factory settings. Back to factory watch face, no maps, factory sport modes.

I am going to return the watch to Finland. This has now happened too many times with a premium product. I expect better to be honest.

[Mff73]

@stullT
it is urgent to wait until the next FW update which seems to be coming this week.
After new FW, you will have time to test again and see if issues are fixed or not.

[Olaf Gottschalk]

@Joakim-Ågren said in Suunto Race screen stays black - soft reset required:

@Olaf-Gottschalk Since we have not seen this issue reported on a wide scale perhaps your unit is faulty and you have a warranty claim? DC Rainmaker have done a long term review published yesterday and this issue have not shown up for him so something must be off with your unit?

You really think that DC Rainmaker is the definite measurement for bugs to exist or not?

I am a software dev and believe me, I see bugs when they are there. And I have seen many others in the past weeks…

[Dimitrios Kanellopoulos]

2.30.32 is out that should fix any releavant issues

[Olaf Gottschalk]

@Dimitrios-Kanellopoulos well, it did not fix the step counter freeze issue.

Today, with new firmware, this is the second time after a few hours that I realize I made only 3 steps… Sucks.

Need to restart the device to reactivate the step counter.

And the crappy support had just answered my the new firmware would fix the issue - a bold lie. I presume they simply answered to everyone with bugs that the new firmware will fix it regardless of the error.
I really am disappointed to a huge extend by now.

[tiago]

@Olaf-Gottschalk well,in my opinion every single complaint you share here, with bugs and crashes, it’s clear doesn’t affect everyone,I don’t have crashes, differences between CTL ATL and TSS in whach and app, problems with step counter,and many others don’t experience that too,so i don’t understand why you don’t send the unit to Suunto, it’s clearly defective. If it was with me,I send it.

[Tieutieu]

@tiago I wouldn’t bet that the watch itself is defective. It’s probably a software issue that @Olaf-Gottschalk would also have with a watch that works « perfectly » for someone else !
If it still an issue and that suunto can isolate it and fix it, they will.

But, considering the large amount of issues that you @Olaf-Gottschalk have with your race, support should already have proposed to send your watch for checking ? You should probably go for it as your watch is under warranty.

Most software bugs come from somewhere, and it is almost always linked to particular use combinations. It can be using a function after having pressed buttons in a specific order.
That’s why it is sometimes very hard to isolate.
I don’t speak specifically for suunto’s software but software in general.
When you add to that the differences of perception from a user to another (one will speak about a catastrophic issue while the other won’t even notice), you have the perfect developer’s life description when talking about « bug free » : if it was simple it would have been done already !

[sartoric]

@Olaf-Gottschalk
Well, you really sound like a 90% happy customer, as you said.

[Egika]

@Olaf-Gottschalk said in Suunto Race screen stays black - soft reset required:

And the crappy support had just answered my the new firmware would fix the issue - a bold lie. I presume they simply answered to everyone with bugs that the new firmware will fix it regardless of the error.

No. Not a lie at all. There has been significant dealing with the blocked step counter in the last week’s before releasing the update. It looked like all was fixed. Now it seems your case is an exception… This can be dealt with if you help by sending logs after it got stuck and let Dimi or me know your account details in PM.
I does not help though if you accuse someone of lying.

Thx

[Olaf Gottschalk]

@Egika good point. How can I access the logs? Nobody ever asked me to and explained that this is possible even though I asked support when I had the crash…

[Olaf Gottschalk]

@Egika next time I would like to show it in a video, I forgot this morning… Who would need this as a visual proof that something is wrong with the step counter?

And can you explain why steps & calories are stuck then? What do calories on this page even mean? I mean my body burns calories as time progresses even when sitting still.

Is calories here just another way to say how many calories the counted steps account for? So steps stuck = calories stuck?

[Dimitrios Kanellopoulos]

@Olaf-Gottschalk please I asked for logs when this happens. Send logs to Suunto via the app - profike - settings - send logs to Suunto. Then pass me on the chat your email for the Suunto app.

[Olaf Gottschalk]

@Dimitrios-Kanellopoulos must have missed that, sorry. What I was referring to was my contact to Suunto support via mail. Nobody ever requested logs there.

[Dimitrios Kanellopoulos]

@Olaf-Gottschalk no worries. I was also like: Where did I reply about this?

I can check the logs and pass them to the developers and see if we have a workarround for the time being (so this does not happen to you) or even if its HW related