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

Charles

@Dimitrios-Kanellopoulos
I think @ortles ment that suunto made no public statement about the sync bug that appeared with the new update.
And I agree with him, leaving us with very little info & time schedule is quite annoying.

ortles

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

@Dimitrios-Kanellopoulos
I think @ortles ment that suunto made no public statement about the sync bug that appeared with the new update.
And I agree with him, leaving us with very little info & time schedule is quite annoying.

Yes, exactly, that’s what I wanted to say

And yes, I think an update that makes a product completely inoperable for a larger, at least non neglibile group of users (even if it is a minority) is a big mistake from an objective point of view.

There might be no one to blame for it subjectively, errors can occur, for sure, I see that as well.

But from an objective point of view, an update which has results like this for the customers is a big mistake. That’s at least my point of view.

ortles

@Pazfet

Thanks! That is what I am saying here since several weeks.

It’s related to different versions of hardware, not all of them work properly with the update.

Mats Djupsjöbacka

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

@ortles we wont tell what?

Well, they have told us nothing:
I reported the problem long ago in the support chat but only got non-sense answers. They were not interested to get logs or detailed info, but were very keen to end the chat. At one time though they asked me to try another phone, I said I would get back in 5 minutes but then they had closed the chat.
I have mailed Suunto support and they told me to send my watch for repair. I informed them of this thread and that it was not likely something wrong with my watch but rather the FW, so I asked it they still recommended sending my watch for repair. Despite 5 reminders, I have not got any reply…
I have posted several comments about this problem on Suunto’s Facebook page and asked for plans to fix it - never any reply.
I have not seen any other official info from Suunto that they acknowledge the problem and when I can expect a functioning watch.
All this is most disappointing.

Charles

I would add that even if suunto did the maximum to prevent any bug (which I hardly doubt knowing suunto’s reputation) they are still responsible for what’s happening and should

acknowledge publicly that they’re is something wrong
describe what steps they have been through to correct it
an estimate schedule of the bug’s fix
idealy, once (and if…) the bug is fixed, somme kind of commercial gesture towards people who had the the sync problem.

I know that this bug is starting to get talked about by top notch athletes… I’d be for suunto’s best interest to have a proper strategy in terms of communication about the bug.

maszop

@Mats-Djupsjöbacka I will only add that the same evasive answers regarding the “temporary” removal of contour lines and many other problems. This is the standard in Suunto now.

ortles

@Charles

Exactly that would be the appropriate policy from company’s side if an error like that occurs. Nothing else. Thanks for describing so precisely!

Sometimes it seems to me that the IT experts forget how it is to be on the customer’s side.

It‘s all very interesting to hear and I definitely have high respect towards the professional experience of everyone.

But perspectives shift if you take the customer’s side and a company’s reputation into account as well.

cosme.costa

I think the problem is mainly with iOS or am I wrong?

I do not have any problems with Android 15 beta 1.1 in a Pixel 6a, haven’t had any issues before neither.

Mads Hintz-Madsen

@cosme-costa the difficulties with syncing activities also happens with Android.

I’m using Pixel 8 and am facing the activity sync issue both with previous fw and the just released fw.

Pazfet

@cosme-costa i have samsung s24 with latest android 14, so this affect both iOS and android.
And like I said, this is due the watch fw/hw/sw combination issue.

rokkenrolli

@cosme-costa
Similar to a few others, I have both Android and iOS devices available and the issue is the same with both. It’s the watch. Race in my case.

Charles

The problem seems to affect iOS and Android, race and vertical

Lukáš Blažek

Hi all, I have the same problem Suunto Race / Pixel 6a. I thinking about returning my watch back to the shop Do you have any information from Suunto? Will it be fixed?

Pekka75

Hi. Suunto Vertical + Galaxy Z Fold 5 here and similar issues. I noticed sometime back that the activities would not sync or everything would sync very slowly, often freezing completely and then the activities would show up eventually at later date on the app.

Now I’m struggling with one 1h 50min activity that just will not sync after six days. I have reset watch and app dozen times.

denis_barberot

Hi everyone,

From 26th of March the watch is not working anymore. I bought it end of february 450€.

@Brad_Olwin what is your advice ?

I’m so disappointed !!!

denis

sartoric

@denis_barberot
Maybe contact support ?

ortles

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

@denis_barberot
Maybe contact support ?

Are you joking?

Sorry but this isn’t helpful at all…

sartoric

@ortles
I’m replying to @denis_barberot that didn’t explained that much.
So if the watch it’s not working anymore that’s what it should be done.

If the problem is the same as this thread (it cannot be taken for granted) there is a whole thread about it

freeheeler

@denis_barberot
is the watch connected and it doesn’t sync or does SA not recognise the watch anymore?

ortles

@sartoric

OK, I understand!

To me it’s obvious that @denis_barberot addresses the sync issue.

And I think it’s OK to express some kind of disappointment. I think we are all a little disappointed here as there’s no clear perspective. We have no more information than suunto is working on that. That’s not much for a problem like that. The rest is unclear.

Buying a 500-750 Euro watch and after a few weeks it’s inoperable for one month + and it’s unclear when this is about to end. IMHO that’s not OK.