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

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.

gizmo

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

@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.

It’s not so bad

Niclas Brundell

I’ve had this issue since the update. One thing I’ve noticed is that the two activities that I did outside of cell service synced to the app instantly. The ones I’ve done within cell service haven’t synced.

Mats Djupsjöbacka

I found a support mail address for Suunt on Reddit and got a swift reply, including a support ticket - kudos to Suunto!
For your information, I have included the mail conversations, there you also see the address to Suunto support.

Niclas Brundell

@Mats-Djupsjöbacka clearly suunto support has no idea what they are doing. This is clearly a software issue seeing as everyone got it at the same time with the latest update. So sending the watch in for repair will do absolutely nothing except take a lot of watches away from people

Niclas Brundell

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

I’ve had this issue since the update. One thing I’ve noticed is that the two activities that I did outside of cell service synced to the app instantly. The ones I’ve done within cell service haven’t synced.

Just tried putting my phone in airplane node before i stopped the activity. WiFi and data off but Bluetooth on. The watch synced instantly with the app. So it seems like the issue is that the app tries to connect with suuntos servers and that blocks the ability to sync with the watch or something like that. Don’t know why. But turning off internet makes the watch and app sync like normal.

I would let suunto know. But they don’t have a public email and I can’t reach their chat support even though it is supposed to be open

Mats Djupsjöbacka

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

Just tried putting my phone in airplane node before i stopped the activity. WiFi and data off but Bluetooth on. The watch synced instantly with the app. So it seems like the issue is that the app tries to connect with suuntos servers and that blocks the ability to sync with the watch or something like that. Don’t know why. But turning off internet makes the watch and app sync like normal.

I would let suunto know. But they don’t have a public email and I can’t reach their chat support even though it is supposed to be open

Thanks for the info, but no luck for me - no sync of long (>60 minutes) activities in airplane mode and just BT on. By the way, I reached Suunto support via the email support-en@suunto.com

Niclas Brundell

@Mats-Djupsjöbacka weird. I’ve done a 1.5h a 2.5h activity out of cell service that synced instantly. But even hour long runs wing sync if I have cell service.

denis_barberot

So now its 2 weeks off from suunto support. It’s clearly unacceptable !!!

If i do th esame in my job i’m revoke after 2 weeks.

So the issue is coming from the update did end of march and pushed by SUUNTO.

So for me the must give a new update in order to close the issue. I do not knoww in the world how many we are but it’s clearly a Suunto crash. In terms of profesionalism we reach the bottom.

So please can you keep up us posted here how we have to do except cash back the watch !!!

Brad_Olwin

@denis_barberot This may be difficult to solve and implement. It is not affecting everyone. I have no issues whatsoever syncing nor do any of my friends using Suunto on Android or iOS. I know this is frustrating but an SA update (I believe this is an SA problem not watch problem) should be issued with a fix. Suunto is aware of the issue.

Charles

@Brad_Olwin
Thank you for the info.
However saying that not everyone is affected is kind of a lame argument. Even if a small proportion of user is affected, it does not mean suunto shouldn’t do every effort to correct it rapidly…
Suunto should at least communicate publicly to acknowledge that there in, in fact, a problem…
The most frustrating thing is not to have bought a non fonctionning 450€ watch but to have no idea when the bug will be fixed.

Brad_Olwin

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

@Brad_Olwin
Thank you for the info.
However saying that not everyone is affected is kind of a lame argument. Even if a small proportion of user is affected, it does not mean suunto shouldn’t do every effort to correct it rapidly…
Suunto should at least communicate publicly to acknowledge that there in, in fact, a problem…
The most frustrating thing is not to have bought a non fonctionning 450€ watch but to have no idea when the bug will be fixed.

It is not a lame argument. If the bug is affecting everyone it should be a straightforward fix. If only affecting some it can be quite difficult to figure out why and then implement a fix that does not cause further problems. I do not think Suunto is sitting on their hands here. There are some testers (although a minority) affected as well.

Mats Djupsjöbacka

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

This may be difficult to solve and implement. It is not affecting everyone. I have no issues whatsoever syncing nor do any of my friends using Suunto on Android or iOS.

Yes, I’m (we are) aware that this does not affect everyone - that’s obvious!
Likewise, I understand that bugs can be difficult to fix.
What I don’t understand is that Suunto does not give us clear information. As you see above I got different information from email support and support chat. I have not received any reply to my last mail to Suunto support (see above). This is most disappointing and frustrating.

Matze

Hi all,

over the weekend I did a hard reset of the watch, i.e. a factory reset via the watch settings menu. It is quite annoying, as I lost a couple of activities. Also you have to re-adjust your settings and re-program the customised sport modes and download the offline maps again.

Nevertheless, the hard reset did it for me. Now I can sync the activities as usual. I used pre-defined sport modes as well as my own customised sport mode. Activities with both sport modes synched as expected.

The SA is running on an iPhone and I haven’t done any changes w.r.t. the app.

Maybe this is a solution for some of you…

EDIT: I have Suunto Race.

Cheers

Charles

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

I do not think Suunto is sitting on their hands here

So you don’t really know that they are working on it …?

We are juste really frustrated of

Clearly the update was released without proper bêta testing
Sunnto does not communicate about the problem et how/when they think it will be fixed