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

Dimitrios Kanellopoulos

Just to be clear the issue has been raised almost from day one.

We didn’t have any reports about this issue prior to releasing the update. Before you ask we have a huge external testing team, consider it like a beta. The issue was not there till we released the update and reports started to come in from various channels.

Dimitrios Kanellopoulos

Additionally it’s hard to pinpoint the issue as it’s not android or iOS related. As you can also see not all users are affected.

ortles

@Dimitrios-Kanellopoulos

Thanks for clarifying, I think this helps a lot

Keep the fingers crossed that suunto team is able to fix this issue during the next time

I believe it’s not easy as the issue seems to be quite weird. If we can help somehow I am sure we would contribute as good as we can.

Sure you have considered that going back to status quo ante could be a solution as a last resort. But I can understand that your first priority is to fix the issue on the basis of current firmware.

Mats Djupsjöbacka

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

Additionally it’s hard to pinpoint the issue as it’s not android or iOS related. As you can also see not all users are affected.

Thanks for the information, but we have known this for three (3) weeks, but I am happy to know that Suunto also knows now.
Moreover, I obviously understand that Suunto didn’t catch this bug in beta testing and that no beta testing is bomb-proof.
What I don’t understand is that Suunto has done nothing in three weeks to inform us of their plan to fix the issue, let alone acknowledge that they are aware of it.
I like Suunto’s watches but this may be my last…

sartoric

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

I like Suunto’s watches but this may be my last…

Well, hope you find something that let you enjoy using it. We all do
… but if this issue is the reason why you want to change brand, be prepared to be frustrated as well

Charles

@Dimitrios-Kanellopoulos
So we just know that you guys are aware of the issue.
It’s not much information.
Any idea what is suunto’s strategy about this bug : giving us the opportunity to come back to the previous update? Or trying to fix the bug to release a new update? Any idea of the deadline?
3 weeks for a 450€ watch with very few info is quite annoying…

ortles

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

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

I like Suunto’s watches but this may be my last…

Well, hope you find something that let you enjoy using it. We all do

Problem is that without a fix / no sync we cannot use it at all.

So there‘s quite little room for enjoying the watch (just to put it like that). ;-(

Sure other brands will have problems with certain features, but this is a major issue that makes it unusable as a whole. I would say this is a different quality. That’s why we are so keen to find out if, after nearly 4 weeks, a solution is in sight.

Dimitrios Kanellopoulos

@ortles hey. So do I understand that this happens to you all the time ?

ortles

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

@ortles hey. So do I understand that this happens to you all the time ?

Yeah, right, exactly that!

I have tried over and over during my holidays with different activities. I followed every method which is mentioned here more than one time.

Sometimes, but very rare, I was able to sync a longer activity. This didn’t follow a clear pattern. In the end, sync was no longer possible at all, no matter what I tried. So I just had to stop using vertical. Since then it’s waiting in one of my boxes and I am back to my ambit which seemed to be already retired ;-(

Edit: Just gave it another try. Nothing has changed, no sync possible no matter what I do (unpair / pair, airplane mode on etc.). No chance, simply doesn’t work.

ortles

As far as I understand most of the others here it‘s similar for them. They cannot sync at all.

sartoric

For me it’s intermittent.

@Dimitrios-Kanellopoulos
Yesterday I did a hike split in 2 parts.
The second part, from the peak to the car sync almost immediately after I stopped it.
The first one, that I tried to firstly sync at the hut with bad mobile signal, did get through only at home after connecting to the WiFi.
I’ve been out for some hours before going home with bad to almost good mobile connection (and no WiFi of any kind).
maybe could it be related to that ? stuck on the first sync with bad signal ?

I did try airplane mode, discovery, cache, force stop and maybe, not sure, a phone restart

I just did a run, and it sync immediately

Zdeněk Hruška

@sartoric I don’t know if it is related but my issue occurred in similar conditions - we did a hike with sleeping outside. After the day 1 I had an issue to sync activity with a bad mobile signal. I even saw some yellow warning for a short time in the app after the activity should be synced but it wasn’t. Then I tried all the things with turning off the app, turning off bluetooth etc and it failed several more times. It synced after the 5g signal was established.
Again I am not sure which of those things helped in the end but I saw some similarity in the fact that there wasn’t stable internet connection at the time.

Mats Djupsjöbacka

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

So do I understand that this happens to you all the time ?

If you read the entire thread you will have plenty of info from many users about the nature of the problem.
The only thing that matters in my case is the length of activity: short (10 min) activities sync ok, but for long (>60 min) activities it may take a day or two before they sync. During sync, the connection between the app and the watch is often lost and the app makes multiple attempts to reconnect. I have described this in my posts above already. I sent Suunto support a summary of this, with a link to this thread long ago.

ortles

It’s even worse for me: I can sync short activities of a few minutes but not long activities, no matter what I do.

It has nothing to do with mobile signal during activity, wifi access, airplane mode on or off or anything else. I have tried everything.

I really recommend to read the very profound posts of @Mats-Djupsjöbacka who has made some nice guesses what the problem might be like.

If the problem cannot be identified it might be better to go back to the old version of sync (just imho). A more or less minimal (at least not really relevant) increase in speed seems to cause problems which seem to be really weird and close to unsolvable. Afterwards there would be any time in the world to work on an improved solution. IMO it’s not a shame to take something back that doesn’t work properly as it should.

pavel.samokha

@ortles Unfortunately, I have nothing to add to what @Dimitrios-Kanellopoulos shared, not exactly my area of expertise. As he said issue is known and under investigation, thanks for your reports and patience.

ortles

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

@ortles Unfortunately, I have nothing to add to what @Dimitrios-Kanellopoulos shared, not exactly my area of expertise. As he said issue is known and under investigation, thanks for your reports and patience.

Thanks for your reply, really appreciated

satom

@sartoric Thanks for the clarification. I wasn’t aware that @Dimitrios-Kanellopoulos works for Suunto. I was expecting something more like an official message on Suunto’s social platforms or through the news channel that appears periodically in the app. But anyway… now it is clear. Thanks again.

satom

@Dimitrios-Kanellopoulos I don’t know if this is relevant, but in my case the sync problem started with the new firmware and the first long climbing activity, which also records the altitude profile. Since then (and this was 3 weeks ago) no activities or other data (e.g. sleep data, HR etc.) have been able to be synchronised. Synchronisation starts, goes through each activity, but fails with the message “3/3 activities were not synchronised”. I have tried all the remedies suggested here - power off/on, reinstall the app, unpair/pair, airplane mode, etc. - but they don’t work, sync fails every time.

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

@Dimitrios-Kanellopoulos is from Suunto and they are debugging this issue and asking for information

As @sartoric pointed out to me that you are debugging this issue, I can provide you with any information you need to find this problem. If you need the logs or anything else, please feel free to ask. I’m also familiar with the usual development environments for mobile apps (XCode/Android Studio), so if you can give me some background information, I can provide more specific details about my particular device that may help to pinpoint this problem. I would really like to see this problem solved soon and I’m willing to help.

Zdeněk Hruška

@Dimitrios-Kanellopoulos
This morning I had the issue again:
1/ Yellow warning that there are syncing issues
2/ Connection between the app and the watch lost (nothing helped - airplane mode, Bluetooth off, restart the app,…)
3/ I clicked on Forget the app in the watch
4/ I clicked on add a new device in the app
5/ the app is searching for the device
6/ suddenly it is not searching for the device but it says that the watch is synced
7/ The activity appears in the app
8/ logs sent around 7:25 today
Aren’t there a new Bluetooth drivers or something like that in the latest firmware?
Thanks for working on this issue!

Dimitrios Kanellopoulos

@Zdeněk-Hruška Please pm me your email so I can find the logs