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

Brad_Olwin

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

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

@ortles glad to hear all is ok. But, this should not happen. Keep us posted.

Today, the problem is back again. Did a skitour and afterwards the vertical is unable to connect with my mobile / sunnto app.

Did a soft reset etc., nothing helps…

I cannot do a hard reset everytime, this is not a solution.

To me, this is very annoying, suunto is doing an update, and afterwards I have a watch that is completely useless.

Is there anybody from suunto over here? I just want my money back…

Keep trying so you don’t lose your activity. If you have an iPad try that. There is something wrong with your watch. I would contact support at this point.

Mats Djupsjöbacka

I have the same problem with my Vertical and the app on Andriod 14. After the update, the sync starts but does not complete. Tried soft resets, unpair and pair again but nothing helps.

ggrego

@Mats-Djupsjöbacka avez vous des guides installées ?

ggrego

@ggrego si vous avez une 2em adresse mail crée vous un nouveau Conpte suunto est essayé de synchroniser votre montre avec vous verrez si le problème vient de la montre ou de l application suunto

isazi

Is everyone with issues using a Pixel phone with Android 14? I think it is holidays in Finland already, but maybe @ikerfah or @Dimitrios-Kanellopoulos can investigate this next week. My Pixel works fine, never had to do anything, activities are synchronized as soon as I get back home and it never got disconnected.

taziden

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

Is everyone with issues using a Pixel phone with Android 14? I think it is holidays in Finland already, but maybe @ikerfah or @Dimitrios-Kanellopoulos can investigate this next week. My Pixel works fine, never had to do anything, activities are synchronized as soon as I get back home and it never got disconnected.

I’ve got a Pixel with Android 14. Could someone send me a Vertical so I can test?

pilleus

Vertical and Pixel 6 with Android 14 — no problems.

But there are different other BLE devices which cannot be connected stable with the Pixel 6 and Android 14.

ortles

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

Is everyone with issues using a Pixel phone with Android 14? I think it is holidays in Finland already, but maybe @ikerfah or @Dimitrios-Kanellopoulos can investigate this next week. My Pixel works fine, never had to do anything, activities are synchronized as soon as I get back home and it never got disconnected.

I have an iphone 13 mini with iOS 17.4.1

I am unable to connect no matter what I try.

Did a hard reset, then it worked. But after recording the first activity after that the problems were back and I am unable to connect again.

I have no idea what I can do any more (besides contacting the support and hope for the best)…

Before the update, I never had any problems with the connection.

Tieutieu

@ortles I’m also using an Iphone mini 13 and just updated to 17.4.1

Sync still works perfectly fine with my SV.

Try again :

unappair watch : in SA, in Iphone, and don’t forget to remove connection in Watch settings/connectivity
Uninstall app
shut down and restart Iphone
stop the watch (settings/general/stop watch) - it’s not reset.
start watch (long press upper button)
Re-install app
Connect watch again

Brad_Olwin

@ortles I have the same iPhone on the same firmware and no issues with my Vertical.

Make sure on the watch there is no SuuntoApp in BT connected devices.
On the iPhone ensure that the watch is forgotten in the BT stack.
Force quite the Suunto app
Reboot (not restart) the iPhone by quick press Vol up, quick press Vol down then hold power button until Apple logo appears.

Try to repair the watch, if necessary try restarting the watch and as last resort try a hardware reset.

ggrego

@Brad_Olwin bonjour je viens de refaire le test à chaque fois que je telecharge un entraînement d’une application partenaire et que je l installe le bug se reproduit la montre se connecte pendant 10seconde et après plus rien ensuite je refais une connexion pendant ses 10 secondes je clique vite sur mes guides suunto je les supprime et après sa marche nikel
Si sa peut aider

Brad_Olwin

@ggrego thanks!

ortles

@Tieutieu
@Brad_Olwin

Thanks for your detailed instructions!

Just to keep you posted:

I did my research and followed them point by point, unfortunately without success.

Then I installed suunto app on another iphone 13 mini running on iOS 17.4.1. This phone was unable to connect as well.

So I think it cannot be the phone. There must be something wrong with the watch or, more precisely, with the update on the watch, which is probably not installed correctly (this is just a guess).

Unfortuately, I cannot do anything here, as even the hard reset I did two days ago was without success - the problem went on after I had recorded the first activity.

Before the update, everything was OK.

Brad_Olwin

@ortles If none of this is working, contact support as you likely have a hardware problem. Turnaround for service has been fairly quick for most. This should not be such a problem.

Majkel Paszeko

@ortles
When you remove activity from the watch it can successfully complete other data sync, correct?
Then something must be wrong with transferring activity itself. They say it was “improved” in last update so something has been changed on that.
Did you try with activity of various types? You can try with some test activities of just few seconds. When it causes sync to be stuck again you don’t have you hard reset - just remove activity from the watch. Please try with diffrent activities and share resuts here. Maybe there is a pattern of certain activity setup causing new soft hanging on sync.

mraka

During the update, watch went into service mode which gave me “update error” message, and option to hold top button for 12 seconds. Did that and the watch turned on as it was hard reseted. I had to input all my personal info, and to connect watch with the app again.

Connecting watch turned to be pain in the ass, it just wouldn’t go. So i reseted the watch, and app, and phone, and had to “forget” watch from BT settings on the phone, and after 20-30 minutes it finally connected actually updated to 2.33.12.

Aside i lost all data inside the watch during that unintended hard reset, everything seems to run smooth now, even the sync is much faster as update said.

I am on iOS 17.3.1.

ortles

@Majkel-Paszeko

I think you have good point with your analysis!

Did another hard reset today and after that the connection went fine again.

I expect that when the next activity will be recorded, the problem will be back again.

So it must be the recorded activity itself.

Right now I am using a self-created sport mode for ski mountaineering.

But I will try other activity modes as well - as you suggested.

I‘ll keep you posted!

I wish I could return to the software status before the update when the connection went smooth and without problems at any time. But I guess, this is not possible…?

ortles

@mraka

Thanks for your description!

I agree with you, there has maybe been a problem with the update process itself on my watch.

Unfortunately, it was an unintended auto update (I had forgotten to deactivate that option).

I just realized that there had been an update because the watch gave me notice afterwards. But I had no chance to do anything during the update process itself.

Right now, there seems to be no possbility to finish the probably unfinished update process or to repeat the update. Even the hard reset seems not to help (even though I have decided to give it another try).

denis_barberot

hello @Brad_Olwin

there is clearly an issue. i have a pixel with a Race. the issue is the same. on 26 of march everything worked well. 27th an auto update was completed to 2.33.12.
Today not possible to synchronize mobile and suunto. So this comes from the update.

i did everything mentionned here and nothing works.

@Brad_Olwin can you please help the community on this because this is a regression which is really annoying.

ortles

It‘s definitely a weird software bug coming with the latest update.

The problem lies in the recorded activity.

I did the following steps:

— hard reset —> connection / sync OK
— record an activity of 2 mins. —> sync OK
— record an activity of 60 mins. —> sync not possible
— unpair on mobile and watch + try to reestablish connection —> connection / sync not possible
— unpair on mobile and watch + soft reset on watch + try to reestablish connection —> sync not possible
— delete activity on watch —> sync not possible
— unpair on mobile and watch + reestablish connection —> connection / sync OK (! - but of course the activity is lost)
— record an activity of 2 mins. —> sync OK

If I would now record a longer activity, I think I could start this cycle again.

I think suunto has to fix this urgently. The easiest way would be to take back the changes, as before the update everything worked fine.

Please don‘t let us wait another three months, without sync the watch cannot be used.