Unable to connect / sync vertical with suunto app since last update
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@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.
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@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. -
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.
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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…?
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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).
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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.
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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 OKIf 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.
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@ortles I would delete this sport mode and re -create it. it my have an issue.
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@ortles This seems to be specific to you. I recorded hours long activities with no issues, at least 7h.
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@ortles
In this kind of cases, I would suggest you to send logs to Suunto after each successful/unsuccessful sync of your nice tests, noting precisely the time of each sending and link with test use cas. Then share these informations in pm to @Brad_Olwin.
@Brad_Olwin, if there were not hard reset in these tests I would also have thought about sport mode, but…
Another magnet investigation story?
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It might be rare, but not specific to me (see @denis_barberot and the others in this thread).
It has nothing to do with the sports mode, I had two hard resets, i. e. established the sport mode twice and in the end tested it with a third mode as well. The results were the same.
With a 60-80 min. long activitiy it was in the end as follows:
— sync not possible
— unpair + try to reestablish —> sync not possible
— unpair + soft reset watch + try to reestablish —> snync not possible
—- unpair + watch shut down —> sync was possible, but only for this activity, for the next one the problem was there again.There’s definitely a problem with the software as I had no problem before and others here reported different issues as well. This should not be ignored.
I fear that suunto service might be unable to deal with such a complicated (and possibly rare) problem, which obviosly lies in the software, not in the hardware. Maybe I‘ll give it a try as a last resort, but I am not very optimistic about that.
If nothing helps, thanks to the last ‚update‘ I would have a 600 Euro watch, which I cannot use any more after only three months.
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I could do so if @Brad_Olwin would agree with that. But then I would need an explanation how to send a log (I don‘t know how to do that).
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@ortles You are not alone, if that is some comfort…
I tried different phones (Android), soft resets, and unpair-pair but no sync after the software update.
Then I did a factory reset of my Vertical, the new software installed automatically when I started the watch, and then sync worked fine for short test recordings. However, when I made a test recording for 70 minutes the sync failed again: the app tried for a long time but received no data. But then I made another short one-minute recording, killed the app (forced stop), started the app, and suddenly both the long and the short recordings synced fine.
Since the factory reset made a fresh install of the new software, it seems likely that this is a bug affecting some watches/settings that makes the BT connection very sketchy. -
Thanks a lot for feedback which is really helpful as it shows that there is definitely an issue with the software, which should be fixed.
Glad you found a workaround for your watch.
I just tried according to your description, but for me I didn‘t work for some reason. Anyway, I keep on trying, maybe I am lucky some time.
Besides that, suunto should revisit the update concerning the connection / sync problem, as it is obvious that several users have more or less problems.
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my friend have this issue. usually he login with his Suunto App with IOS and Android. after firmware update, today he not able to sync the activity. he then logout both and re-login then able to solved this problem.
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@ortles I am in the US so that is why responses may differ between in time. You can send logs to Suunto from the app within 24h after an issue from the settings page. Send me. PM with the date and time logs sent, I need the date since we are in very different time zones and today might be different for me and you. Also include the email you use to log into SA. If possible, the time the sync did not work. I will file a bug report. This goes for anyone having this problem. I will keep you updated. In my opinion if firmware related needs immediate fix.
Vector/T6c/Ambit 3 Peak/S5 Copper/S3/S7 Ti/S9 baro Ti/S9P Ti/S9PP Ti/Vertical Ti/Race Ti/RaceS/Ocean/Wing
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Hello all, so pleased I found this, i have been having the same issue since the Suunto Vertical update. I’m on android and the connection issues I’m having are the same, here’s hoping the hard reset will sort this out!
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@Brad_Olwin Thanks for your support, very much appreciated!
Since I figured I could replicate previous sync errors I made a long recording (65 minutes). As before the sync failed: The app connects to the watch, loses connection, and reconnects again. This happens a few times. Finally, the sync starts but doesn’t finish, the app is stuck in sync mode.
This time the trick to make a short recording failed to fix the sync.
I have tried to send logs to Suunto but since the connection to the watch is so sketchy I don’t know if it worked. But the app showed “Sending logs to Suunto” for a couple of minutes and then the message disappeared, so hopefully it worked.
I’ll send you additional info in the chat.
Thanks again! -
@Jophusarian Sorry to hear you have the same problem. A hard (factory) reset did not help me. Please report if you are more successful.
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@Mats-Djupsjöbacka said
Since I figured I could replicate previous sync errors I made a long recording (65 minutes). As before the sync failed: The app connects to the watch, loses connection, and reconnects again. This happens a few times. Finally, the sync starts but doesn’t finish, the app is stuck in sync mode.
Exaktly that happened to me when I wanted to sync todays activity (3h 20min.).
Can you tell me how I can send a log? It must be somewhere in SA, but I can’t find it. Thanks!
