Unable to connect / sync vertical with suunto app since last update
-
I think you have good point with your analysis!
Did another hard reset today and after that the connection went fine again.
I expect that when the next activity will be recorded, the problem will be back again.
So it must be the recorded activity itself.
Right now I am using a self-created sport mode for ski mountaineering.
But I will try other activity modes as well - as you suggested.
I‘ll keep you posted!
I wish I could return to the software status before the update when the connection went smooth and without problems at any time. But I guess, this is not possible…?
-
Thanks for your description!
I agree with you, there has maybe been a problem with the update process itself on my watch.
Unfortunately, it was an unintended auto update (I had forgotten to deactivate that option).
I just realized that there had been an update because the watch gave me notice afterwards. But I had no chance to do anything during the update process itself.
Right now, there seems to be no possbility to finish the probably unfinished update process or to repeat the update. Even the hard reset seems not to help (even though I have decided to give it another try).
-
hello @Brad_Olwin
there is clearly an issue. i have a pixel with a Race. the issue is the same. on 26 of march everything worked well. 27th an auto update was completed to 2.33.12.
Today not possible to synchronize mobile and suunto. So this comes from the update.i did everything mentionned here and nothing works.
@Brad_Olwin can you please help the community on this because this is a regression which is really annoying.
-
It‘s definitely a weird software bug coming with the latest update.
The problem lies in the recorded activity.
I did the following steps:
— hard reset —> connection / sync OK
— record an activity of 2 mins. —> sync OK
— record an activity of 60 mins. —> sync not possible
— unpair on mobile and watch + try to reestablish connection —> connection / sync not possible
— unpair on mobile and watch + soft reset on watch + try to reestablish connection —> sync not possible
— delete activity on watch —> sync not possible
— unpair on mobile and watch + reestablish connection —> connection / sync OK (! - but of course the activity is lost)
— record an activity of 2 mins. —> sync OKIf I would now record a longer activity, I think I could start this cycle again.
I think suunto has to fix this urgently. The easiest way would be to take back the changes, as before the update everything worked fine.
Please don‘t let us wait another three months, without sync the watch cannot be used.
-
@ortles I would delete this sport mode and re -create it. it my have an issue.
-
@ortles This seems to be specific to you. I recorded hours long activities with no issues, at least 7h.
-
@ortles
In this kind of cases, I would suggest you to send logs to Suunto after each successful/unsuccessful sync of your nice tests, noting precisely the time of each sending and link with test use cas. Then share these informations in pm to @Brad_Olwin.
@Brad_Olwin, if there were not hard reset in these tests I would also have thought about sport mode, but…
Another magnet investigation story?
-
It might be rare, but not specific to me (see @denis_barberot and the others in this thread).
It has nothing to do with the sports mode, I had two hard resets, i. e. established the sport mode twice and in the end tested it with a third mode as well. The results were the same.
With a 60-80 min. long activitiy it was in the end as follows:
— sync not possible
— unpair + try to reestablish —> sync not possible
— unpair + soft reset watch + try to reestablish —> snync not possible
—- unpair + watch shut down —> sync was possible, but only for this activity, for the next one the problem was there again.There’s definitely a problem with the software as I had no problem before and others here reported different issues as well. This should not be ignored.
I fear that suunto service might be unable to deal with such a complicated (and possibly rare) problem, which obviosly lies in the software, not in the hardware. Maybe I‘ll give it a try as a last resort, but I am not very optimistic about that.
If nothing helps, thanks to the last ‚update‘ I would have a 600 Euro watch, which I cannot use any more after only three months.
-
I could do so if @Brad_Olwin would agree with that. But then I would need an explanation how to send a log (I don‘t know how to do that).
-
@ortles You are not alone, if that is some comfort…
I tried different phones (Android), soft resets, and unpair-pair but no sync after the software update.
Then I did a factory reset of my Vertical, the new software installed automatically when I started the watch, and then sync worked fine for short test recordings. However, when I made a test recording for 70 minutes the sync failed again: the app tried for a long time but received no data. But then I made another short one-minute recording, killed the app (forced stop), started the app, and suddenly both the long and the short recordings synced fine.
Since the factory reset made a fresh install of the new software, it seems likely that this is a bug affecting some watches/settings that makes the BT connection very sketchy. -
Thanks a lot for feedback which is really helpful as it shows that there is definitely an issue with the software, which should be fixed.
Glad you found a workaround for your watch.
I just tried according to your description, but for me I didn‘t work for some reason. Anyway, I keep on trying, maybe I am lucky some time.
Besides that, suunto should revisit the update concerning the connection / sync problem, as it is obvious that several users have more or less problems.
-
my friend have this issue. usually he login with his Suunto App with IOS and Android. after firmware update, today he not able to sync the activity. he then logout both and re-login then able to solved this problem.
-
@ortles I am in the US so that is why responses may differ between in time. You can send logs to Suunto from the app within 24h after an issue from the settings page. Send me. PM with the date and time logs sent, I need the date since we are in very different time zones and today might be different for me and you. Also include the email you use to log into SA. If possible, the time the sync did not work. I will file a bug report. This goes for anyone having this problem. I will keep you updated. In my opinion if firmware related needs immediate fix.
Vector/T6c/Ambit 3 Peak/S5 Copper/S3/S7 Ti/S9 baro Ti/S9P Ti/S9PP Ti/Vertical Ti/Race Ti/RaceS/Ocean/Wing
-
Hello all, so pleased I found this, i have been having the same issue since the Suunto Vertical update. I’m on android and the connection issues I’m having are the same, here’s hoping the hard reset will sort this out!
-
@Brad_Olwin Thanks for your support, very much appreciated!
Since I figured I could replicate previous sync errors I made a long recording (65 minutes). As before the sync failed: The app connects to the watch, loses connection, and reconnects again. This happens a few times. Finally, the sync starts but doesn’t finish, the app is stuck in sync mode.
This time the trick to make a short recording failed to fix the sync.
I have tried to send logs to Suunto but since the connection to the watch is so sketchy I don’t know if it worked. But the app showed “Sending logs to Suunto” for a couple of minutes and then the message disappeared, so hopefully it worked.
I’ll send you additional info in the chat.
Thanks again! -
@Jophusarian Sorry to hear you have the same problem. A hard (factory) reset did not help me. Please report if you are more successful.
-
@Mats-Djupsjöbacka said
Since I figured I could replicate previous sync errors I made a long recording (65 minutes). As before the sync failed: The app connects to the watch, loses connection, and reconnects again. This happens a few times. Finally, the sync starts but doesn’t finish, the app is stuck in sync mode.
Exaktly that happened to me when I wanted to sync todays activity (3h 20min.).
Can you tell me how I can send a log? It must be somewhere in SA, but I can’t find it. Thanks!
-
@ortles Sorry to hear that, for now, we are stuck entering our activities manually in the app…
Suunto’s instructions on the web for sending a log are wrong/outdated (surprise surprise).
You go to the home screen, click on your account icon in the upper left corner, and then choose settings, send logs is the last item in the list you get. I hope that helps, and sending logs seems to be the only way to reach Suunto, I tried their chat but that was useless (bots or people giving boilerplate replies). -
Hi, same problem to me with android 14 and Suunto Race, after last update sync started but interrupted repeatedly. It seems that unpairing and pairing smartphone and Race solved the problem, I also stopped the Suunto app and cleared the cache.
-
@ortles @Brad_Olwin
I’m going on a three-week ski expedition in a few weeks so I’m quite stressed by this sync error. Thus I tried a lot of different options, and in conclusion: I managed to sync > 60-minute-long activities given enough attempts, irrespective of what I did (re-pairing, soft resets, forced closing of SA, clearing SA cache, etc.). The only thing that seemed to matter was the number of attempts. This behavior of SA suggests a very high rate of data packet loss: given enough attempts SA will finally succeed, but the longer the activity the less likely it is.
