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

Tieutieu

@ortles That’s not what I said : I only said that finding an issue is not always easy.
And I don’t know how many people are impacted. For sure every compagny wish they had no bugs when the release a version.
My experience in my work is that even if everything has been tested, when a version is released some issues can impact everyone, or just few people. When a lot are impacted, issue is more quicliky identified (but identified doesn’t mean corrected…).
Every software compagny deals with bugs : and priorities corrections are always a combination of what you mentionned (% impacted, criticity, difficulty to correct, available ressources to correct…)
For sur the sync issue is a high priority. But I’m not Suunto so can’t tell if issue has been identified and when it will be corrected…

ortles

@Tieutieu

Yeah OK, I respect your professional experience, thanks for sharing some insights about how companies are dealing with bugs!

Sure, the problem is difficult to find, that’s obvious.

But we disagree in that respect that I say that it’s not OK to let a problem to be unsolved for a longer period of time if
— the issue has the consequence that the product cannot be used at all any more.
— there’s no idea what to fix, how fix and when
— there‘s a simple solution: go back to the old version.

Tieutieu

@ortles. If sync issues are linked with SA or/and device (phone) parameters, going back to old FW could not correct. But you’re right, it might.
Also from my experience : downgrading is almost never a good solution.
I hope Suunto teams will solve the sooner.

Matze

Sync problems persist also after FW update to 2.33.14. Actually, the BT connection behaves exactly the same way as it behaved before the update. Sync of activity starts but then after 25% progress is interrupted and won’t complete.

Pazfet

Well, I have to also say as a software consultant in another conpany, that finding customer bugs can be extremely Hard sometimes.
But also I have to say, that if very large number of users have issue with the sync, there should be way to downgrade the sw.

I noticed that after the update, sync didn’t work, but after I re-paired the device, sync went through quit fast. So I hope that this re-pairing would solve this.

In another thought, I worked as sw tester to suunto back in the days, and I have to say that then we were more thorough on testing.

But overall, the problem started after the latest update 1month ago, and before that sync worked perfectly, so in that conclusion I have to say that this is 100% sw update related issue, but different hw versions behave differently after update. I allready bought garmin instinct and if this is not fixed, the suunto watch is unusable

Mats Djupsjöbacka

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

@ortles. If sync issues are linked with SA or/and device (phone) parameters, going back to old FW could not correct. But you’re right, it might.
Also from my experience : downgrading is almost never a good solution.

It is extremely unlikely that the problem is caused by SA or/and phone parameters. Why did all of us get the problem after the FW update? Why is the problem independent of phone and its OS?
Allowing downgrading/rollback of FW is an excellent way to safeguard against bugs that slip through beta testing, allowing affected users to have functioning hardware. This option is available on both my cameras and I have used it once to keep my camera functioning. Unfortunately, Suunto has not implemented such an option.

Tieutieu

@Mats-Djupsjöbacka all of the users having the issue have the issue !
I use iPhone 13mini with lastest os, with latest SA version, and have absolutely no sync issues. Some users have the the same phone, same watch, and have the issue.

rokkenrolli

If there’s someone working at Suunto reading this thread and they need more logs on the sync issue, let me know. (Apparently information on failed syncs is not automatically stored anywhere?)

For the past month, like many others, I have been following the conversation and looking for any workaround. It is frustrating that now even the latest update from yesterday does not address the issue. I haven’t bothered to contact their support channels, since they seem to not provide much support.

The problems started with the .12 fw update and the experience is the same whether I try to sync on Android 12 or the latest iOS. To me it screams faulty fw.

ortles

@Tieutieu

I have used vertical with two different iphone 13 mini, latest OS each.

Sync didn’t work either.

Before the update no problems at all.

It’s the update respectively the way it works together with the hardware of the specific watch, that’s obvious.

We are the unlucky few (or many??) ;-(

Tieutieu

@ortles very strange indeed.

Brad_Olwin

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

@Tieutieu

I have used vertical with two different iphone 13 mini, latest OS each.

Sync didn’t work either.

Before the update no problems at all.

It’s the update respectively the way it works together with the hardware of the specific watch, that’s obvious.

We are the unlucky few (or many??) ;-(

I have an iPhone 13mini and several Suunto watches. No issues syncing! This is why the problem is still here. Suunto is working on this but my Race, 2 S9PPs, Vertical have no syncing issues. Sorry but clearly not the phone, the update or iOS here.

ortles

@Brad_Olwin

So you are on the lucky side! Unfortunately buying a watch should not be a lottery ;-(

Everything you are saying makes it very probable to me that it must be the individual watch. Some of them cause problems as the respective hardware (there must be differences in detail!) is not working properly with firmware after the update.

This is the only theory that makes sense to me.

It cannot be the mobile / OS on mobile / SA or whatever.

Brad_Olwin

@ortles Suunto will sort this out, they do have information on this and hopefully enough to figure out.

GiPFELKiND

@Brad_Olwin Hope so

Ultrawalker

Bought the Vertical 2 weeks ago and have also sync problems with my Samsung S20. Tried everything…forget watch, restart phone, reset bluetooth phone,…
Updated the Vertical with last hotfix update…
Still problems…

Zdeněk Hruška

Hi, just an update to my current situations. Since the last update I was able to sync all the workouts (two of them were with GPS / one around 60 minutes and the other 2 hours and 30 minutes). Both of those synced without any issue.
But what I need to mention is that:
1/ I always closed (killed) the Suunto App before the start of the activity since the last update
2/ I opened the app once I had a stable 5g / Wi-Fi connection.
Then I let it sync without any interruptions and it was successful.
I don’t know what exactly helps or wether the issue will reappear in future. For now I have been lucky.

ortles

@Ultrawalker

Welcome to our club! The more people write here and report if there’s a problem with sync the better it is (not individually but it helps to illustrate that there are a lot of people affected).

Suunto might fix this. It can be tomorrow, in four weeks or maybe never. That’s unsure.

Suunto has made a big mistake with the update, but they nonetheless won’t tell us.

Considering the fact that they weren’t able to find a solution within one month even though this is a severe problem for their products, I am not very optimistic.

I guess we will still be sitting here in four weeks without any solution.

Hopefully I am wrong with that!

Dimitrios Kanellopoulos

@ortles we wont tell what?

Tieutieu

@ortles for me telling that “suunto made a big mistake with this update” is a complete non-sens.
Again, no company releases versions with intentionnal bugs…

Pazfet

I’m starting to think this is somehow related to BT chips and it’s FW or version. Since the Race is made in China (allthough this affects Vertical also) the actual manufacturer might have changed the BT chip on some wathces during the production?

I used to do BT certifications, so that’s why I thought this. Just others to check, my Race has BT: 3.0.32 version according to watch itself. If this is just the version of the BT or some Suunto own numbering, I don’t know.

Reason for the BT connection to blame, is the fact that when the sync starts, it clearly disconnects, and reconnects few times, and with the .12 sw version, took very long to sync, there is something in the handshake procedure of the app (phone) and the watch. And when there is no GPS, it works ok, suggest that the amount of data it tries to send via BT also affect this. If there is less data, (no GPS data) it works, so all point to the “Suunto app sync speed improved” feature that the sw: 2.33.12 affected the BT connection on most BT chips, but other ones, it was not compatible.