Unable to connect / sync vertical with suunto app since last update

Polo V

I have the same issue despite the procedure given.
For a reason i ignore i can upload my activities after unpair and pair the watch several times including switch on/off the phone and install/uninstall the app.
But it can’t be the solution each time, it is very annoying.
Hoping for a quick bug fix from Suunto

ortles

@Mats-Djupsjöbacka said in Unable to connect / sync vertical with suunto app since last update:

@Charles I have tried the support chat at Suunto’s support page, but that was useless (bots or people giving standard/template advice). I haven’t found any support e-mail or support ticket system on Suunto’s web page. However, they say that we can contact them on Facebook or X. Thus, I have posted a few comments on their Facebook page to alert them. Please do so and include the link to this thread.

I would do so, but I am not on facebook or X.

There is no way to get into contact with suunto except the chat which is not helpful in this case as it offers only standard solutions for standard problems (thanks for testing out!).

Some people in this forum work as testers for suunto and have the opportunity to send a bug report. @Brad_Olwin has said he would do so. Right now he seems to be off the forum but I think he will do so when he’s back. I think this would be really helpful.

ortles

@Brad_Olwin said in Unable to connect / sync vertical with suunto app since last update:

@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.

You can send logs to suunto and give him information about that. Maybe that is helpful.

Matze

I just reached out to Suunto support via the chat window on their side. The support suggested to sent the watch to Suunto to have it checked by a technician, using this portal:

https://repair.suunto.com/CustomerPortal/RepairCustomerPortal

That is not really an option being without a watch for a longer time period (several weeks?). I really hope we can find another solution.

ortles

@Matze said in Unable to connect / sync vertical with suunto app since last update:

I just reached out to Suunto support via the chat window on their side. The support suggested to sent the watch to Suunto to have it checked by a technician, using this portal:

https://repair.suunto.com/CustomerPortal/RepairCustomerPortal

That is not really an option being without a watch for a longer time period (several weeks?). I really hope we can find another solution.

I agree with you!

To me it‘s very unlikely that sending the watch in will solve the problem as this is not a hardware but a firmware problem.

In the end they‘ll probably do a hard reset, after that they‘ll send the watch back to you because the watch seems to works then. But after recording the first longer activity, the problems are back again (me and others have tested this out already).

So I think sending the watch in would be a waste of time. A general solution is needed, firmware has to be fixed.

Mats Djupsjöbacka

@ortles said in Unable to connect / sync vertical with suunto app since last update:

So I think sending the watch in would be a waste of time. A general solution is needed, firmware has to be fixed.

Agree, there are no indications of a hardware problem. I’ve unpaired and paired my watch at least 15 times and that has always worked fine, so BT works. It is also very unlikely that so many watches suddenly developed a hardware fault that coincided with the firmware update.

Charles

@ortles i just copy pasted 3 times a comment on suunto facebook page, asking that they take a look at this thread…

Mats Djupsjöbacka

@ortles said in Unable to connect / sync vertical with suunto app since last update:

So I think sending the watch in would be a waste of time. A general solution is needed, firmware has to be fixed.

I made one more try with Suunto support chat. After convincing the person (or bot?) that I/we have tried all possible ways to get sync working I got this answer:

I’m sorry this happened, but this is an ongoing technical issue with the app that most of our customers have reported, but don’t worry, our team found a technical issue with this app, you will slowly be able to see all your activities.

I tried to get info on the estimated time for a fix but got only nonsense answers, so the bot/person at support had no clue.

Charles

@Mats-Djupsjöbacka Thanks for the time you spent on getting this answer … hope they are really working on it !

ortles

@Mats-Djupsjöbacka

Very interesting, thanks for sharing!

If it would be the app, everybody should experience problems, I think.

I am not a technician, but this seems illogical to me.

Anyway, it would be helpful, if suunto would give information, whether they have noticed that there’s a problem and when we can expect it to be fixed. It‘s their responsibility to sell working products and not to release updates that make them inusable.

Jophusarian

@ortles after having these issues my watch has just this moment connected & all of my activities are now on the app, not sure if Suunto have sorted the problem??

Charles

@Jophusarian Nope, still not working for me …

ortles

@Charles said in Unable to connect / sync vertical with suunto app since last update:

@Jophusarian Nope, still not working for me …

Same for me, started the whole process of uninstalling / re-installing app etc. again, but still without success.

Mats Djupsjöbacka

@ortles said in Unable to connect / sync vertical with suunto app since last update:

If it would be the app, everybody should experience problems, I think.
I am not a technician, but this seems illogical to me.

Agree, I suspect Suunto’s customer support is just a chatbot giving answers based on what’s in the documentation and FAQ:s. When it understands that those answers aren’t relevant and the questions indicate a more complex problem, it gives standardized (BS) answers about the Suunto team working on it, or as @Matze got, a suggestion to send a repair request.
We can only hope that the bot is also programmed to forward such cases to some human at Suunto…

Charles

Hello Guys,
I’ve had a chat with what appears to be a real human on the Suunto chat support.

To sum up : apparently we are a lot experiencing this problem, they know it and they are working on it … but they have no idead when the problem will be fixed

Suunto Support :
Hello, thank you for contacting Suunto Customer Support. I am Sean, and I will be happy to assist you today! Before we proceed, can you please provide us with your name, email address and country?

Me :
My name is Charles
email : *********
From France

Suunto Support :
Thank you for the details, may I know what is the issue occuring to you while syncing your watch with the app?

Me:
When the watch is trying to sync a new recorded activity with the app, it fails to do so

Suunto Support :
Does it show any error?
May I know is your watch updated recently?

Me :
it’s says “connexion lost” in french
We are a lot to have this problem since the update released last week as you can see here on the suunto forum https://forum.suunto.com/topic/10512/unable-to-connect-sync-vertical-with-suunto-app-since-last-update/78
I had no problem before the update

Suunto Support :
Yes after the recent update the issue is going on and we are tryig to solve it at the moment.

Me :
ok, do you have any idea when this problem will be solved ?
10:19

Suunto Support :
Unfortunately we are still working on it and it should be solved soon but cannot estimate the actual timeframe as our developers are still working on it.
10:20

Suunto Support :
Have you tried to uninstall the app and install the app again?

Me :
Yes, I tried all the usual stuff : unparing watch & phone, uninstall the app, soft reset, hard rest … nothing worked

Suunto Support :
Even after the hard reset still the sane results?

Me :
After hard reset, the sync is restored but only untill a new activity is recorded, then the sync fails again

Suunto Support :
Certainly an issue with the app, if possible just to check do you have a alternative phone from which you could sync the activities?

Me :
It is not an issue with the app. It’s a watch software issue from the last update
The sync fails with my other phone too

Suunto Support :
Okay well will it be fine if I contact you via your email regarding this issue as this is happening with alot of our customers and will have to investigate this issue further.

ortles

@Charles Thanks a lot, great that you shared that in detail so we can all get a good idea of what’s going on

It seems that they have noticed that there’s a problem with the update (and not with the app or the phone - thanks for clarifying!) and they are working on it. When we are lucky a solution for this annoying problem is not too far away (solution could be just to go back to the old status before the update as far as sync is concerned!).

Keep us posted, thanks a lot again!

Mats Djupsjöbacka

@Charles said in Unable to connect / sync vertical with suunto app since last update:

I’ve had a chat with what appears to be a real human on the Suunto chat support.
…
Suunto Support :
Okay well will it be fine if I contact you via your email regarding this issue as this is happening with alot of our customers and will have to investigate this issue further.

Thanks a lot for the info!
This could well be a bot, but the apparent stupidity of some of the follow-up questions, given that support claims to know there is a sync issue for ‘a lot of users’, suggests a human. At least it/he/she promises to get back on mail, that’s more than they offered me.

Charles

@Mats-Djupsjöbacka
It really felt like a human interraction … However IA are so good these days that I can’t be sure.

The follow up by email is quite disappointing, I received this

Dear Suunto Customer,
Thank you for your recent contact to our support team. We are now closing your support case.
Your feedback is important for us. Please take a moment and reply to a short survey on how we were able to help you.
Best regards and exciting adventures! Suunto Support Team

the " we are closing your support case" part suggest that they considered my complaint as a case closed don’t you think ?

ortles

@Charles said in Unable to connect / sync vertical with suunto app since last update:

@Mats-Djupsjöbacka
It really felt like a human interraction … However IA are so good these days that I can’t be sure.

The follow up by email is quite disappointing, I received this

Dear Suunto Customer,
Thank you for your recent contact to our support team. We are now closing your support case.
Your feedback is important for us. Please take a moment and reply to a short survey on how we were able to help you.
Best regards and exciting adventures! Suunto Support Team

Yes, indeed, this doesn‘t make any sense at all and as an ‚answer‘ is disappointing.

What I don’t understand is why there is no official information? Why can‘t anybody from suunto give a short information here to clarify everything?

It‘s not our fault that the update basically destroyed our watches.

A good communication can be seen as part of a good marketing strategy…

Mats Djupsjöbacka

@Charles said in Unable to connect / sync vertical with suunto app since last update:

The follow up by email is quite disappointing, I received this

That is the default mail we get every time we are in contact with the support chat. Hopefully, you will receive some other mail. But this shows how [censored profanities] Suunto’s support is. If they were serious they would have a support ticket system so we could refer back to a particular support case. If you now get back to support and ask about the mail they promised you cannot refer to any support case, and they close the case without the issue being solved. No wonder Suunto has one of the lowest customer satisfaction ratings on Trustpilot I have ever seen.