Unable to connect / sync vertical with suunto app since last update
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@ortles
@Dimitrios-Kanellopoulos asked for my logs, email and phone so that the repair team from suunto know that my watch is affected. -
Yesterday, I had the idea to delete all the activities but the last one (all already synced to the SA) from the watch (Race), to check if the sync issue could be caused by the old activities stored in the watch and recorded before the firmware update (2.33.12). After deleting, the “basic syncing” (that is: gps performance, weather, etc … without new activities) performed without problems. This morning I recorded a short activity and the sync performed again with no problem. Then, I recorded another short activity and the sync was OK again.
Before deleting the old activities (from the watch) I had problem also with the “basic syncing”: the BT connection dropped often and sync restarted several times before completing the operation. -
Interested to see how it continues for you, although I’m not confident based on past experiences. Many people here, including myself, have done a hard reset which wipes everything off the watch. It has however not fixed the sync issues.
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I don’t know how SA manages the sync process, however, other synching programs, as for example FreeFileSync, or cloud-based ones, as Google Drive, Dropbox, Owncloud, etc …, create and update an hidden database file that records the status of the synching process, if that file at same point became corrupt the whole synching process can be affected, because there are conflicts between the database copies on the client and on the server.
IF this is the case (I’m guessing), maybe that the hard reset by itself isn’t able to solve such conflict(s), since SA should be able repair/re-create the database and realign the activities. -
Made another Hiking activity, for about 30 minutes, while driving back home from work (Race advised me about anomalous high speed
).
Then synced again without problem in few seconds.
Let’s see if tomorrow if things continue to be OK -
@Stefano-M64 good to know. Unfortunately I have still the same problem - brand new watches, without any old activities as you mentioned
. Three times hard reset + xxx times BT connection reset - unpairing - new pairing… I don’t know -
@Lukáš-Blažek said in Unable to connect / sync vertical with suunto app since last update:
sadly the favorable planets alignment lasted just one day, this morning I recorded a 1,5 hour exercise and the sync hanged again, only deleting all the recent activities stored in the watch let the sync worked properly.
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@Stefano-M64 yesterday a did last big reset ( read factory) then I pair it with app again. After that I recorded 1h:45min of walking. It will be almost 24 hours - still without sync. I will wait until next Monday then I will send my watch for complaints… I will be switched closer to another brand
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Is there any ETB = estimated time of bugfixing?
Until now we only have the information that it’s ‚very difficult‘.
It would be much easier to wait if there would be some kind of perspective.
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@ortles Just out of curiosity… have you guys tried say syncing through VPN? Maybe there is some weird distributed system thing going on.
Suunto watches: Ocean, Race, Vertical (Titanium Solar Sand), 9 Baro (Ambassador Edition), Spartan Ultra (Copper Edition), Ambit 2, S6
Suunto Wing -
@Charles Hi, can you explain us how you did to send it back the watch ?
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@EzioAuditore The synchronization of activity data from the watch to the application does not rely on an internet connection. It operates smoothly, even if your phone is in airplane mode with BT enabled. If activities make it to the app, they are seamlessly synced to the cloud. Therefore, I don’t believe VPN would help
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@inkognito You’re right. I thought it’s not syncing to the servers. My bad.
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@denis_barberot
Sure, just follow the steps indicated here
https://www.suunto.com/fr-fr/Assistance/Repair-services/Demande-de-reparation-en-ligne/To keep you updated, i’ve send my a week ago, they received it monday and the repair center sent me a new one.
Apparently, they’ve diagnosed a problem with the Bluetooth unit. @Dimitrios-Kanellopoulos will keep us updated.Cheers
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@Charles said in Unable to connect / sync vertical with suunto app since last update:
Apparently, they’ve diagnosed a problem with the Bluetooth unit. @Dimitrios-Kanellopoulos will keep us updated.
Sounds like the theory could be right that firmware does not work properly with different versions of the individual hardware. This would perfectly make sense.
And it seems that there might be some progress regarding the overall issue if I interpret you correctly.
Would be interesting to hear more about that.
Thanks for the update - hope that your new watch now works as it should! Keep us posted
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@ortles I haven’t received my new watch yet ! I’ll keep you posted.
Apparently my watch really helped to understand the problem ! Hope a fix will happen soon.
I don’t have any further informations about the delay and the exact cause of the problem.
Cheers -
Hey guys,
I’ve tested my new watch sent by the suunto repair center, the sync works perfectly !
For those with the sync problem I advise you to do the same. You will get a brand new watch (and I even got some complimentary new wrist band!).
Cheers
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Glad you have a working watch now - thanks for the update!
IMHO it would be nontheless helpful to have some (more or less) official information what the problem really is about and how we can deal with it as costumers.
It’s not guaranteed that the outcome is always the same as in your case when you send the watch in (e. g. you might get a new watch which has the same problem as these are obviously still sold etc. / if they are not aware of the problem in the specific case, they might send your watch back but the problem isn’t really solved).
It’s still a little bit confusing that the problem is not only hardware related but has something to do with the update.
So a (more or less) official information what we should do would be good!
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I previously sent my watch in when it would not sync and Suunto had it for 1+ month - they sent it back saying there was nothing wrong with it.
Can you comment on how you described your issues to the support team? My watch has been unusable for several months now as it does not sync.
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I am super happy that everything worked out in the specific case as @Charles was one of those who constantly reported here from the beginning.
But keep in mind that suunto had specific attention to his case as they were explicitly looking for one of the affected watches (if you read the thread).
BTW: The idea here came from @Mats-Djupsjöbacka and obviously seemed to be helpful if I interpret everything correctly.
We need some kind of ‚official‘ information (best would be at the beginning of next week after the holidays).
Otherwise possibly hundreds or thousands of people with sync issues (no one really knows how many are affected) will send in their watches for repair or exchange and might be disappointed then if the outcome is not the same but different.
