Unable to connect / sync vertical with suunto app since last update
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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!
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@ortles Sorry to hear that, for now, we are stuck entering our activities manually in the app…
Suunto’s instructions on the web for sending a log are wrong/outdated (surprise surprise).
You go to the home screen, click on your account icon in the upper left corner, and then choose settings, send logs is the last item in the list you get. I hope that helps, and sending logs seems to be the only way to reach Suunto, I tried their chat but that was useless (bots or people giving boilerplate replies). -
Hi, same problem to me with android 14 and Suunto Race, after last update sync started but interrupted repeatedly. It seems that unpairing and pairing smartphone and Race solved the problem, I also stopped the Suunto app and cleared the cache.
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@ortles @Brad_Olwin
I’m going on a three-week ski expedition in a few weeks so I’m quite stressed by this sync error. Thus I tried a lot of different options, and in conclusion: I managed to sync > 60-minute-long activities given enough attempts, irrespective of what I did (re-pairing, soft resets, forced closing of SA, clearing SA cache, etc.). The only thing that seemed to matter was the number of attempts. This behavior of SA suggests a very high rate of data packet loss: given enough attempts SA will finally succeed, but the longer the activity the less likely it is. -
Absolutely no sync issue since updates. Made a backyard yesterday, using backyard app, personal sport mode, 8 hours exercice, HR belt. Sync took less time than before update.
(using 2.33 iOS app version.) -
@Mats-Djupsjöbacka said in Unable to connect / sync vertical with suunto app since last update:
Suunto’s instructions on the web for sending a log are wrong/outdated (surprise surprise).
You go to the home screen, click on your account icon in the upper left corner, and then choose settings, send logs is the last item in the list you get. I hope that helps, and sending logs seems to be the only way to reach Suunto, I tried their chat but that was useless (bots or people giving boilerplate replies).Thanks, Mats, for the explanation, I found everything in SA and will try to send some logs to suunto tomorrow and give the information about that to @Brad_Olwin (thanks a lot for your help!).
I little bit irritating to me is that SA says the watch should be connected for sending a log. I hope it will nonetheless work.
I find your explanation about the missing data packages is a good idea. Because there is no clear pattern what you can do to make it work, I agree with that.
I‘ll keep you posted!
It‘s not surprising that these kind of questions are too complicated to discuss via service chat. The best way would be that a software ingenieur who knows the software would investigate this. If we can help with some logs, I am ready to do that.
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@Tieutieu said in Unable to connect / sync vertical with suunto app since last update:
Absolutely no sync issue since updates. Made a backyard yesterday, using backyard app, personal sport mode, 8 hours exercice, HR belt. Sync took less time than before update.
(using 2.33 iOS app version.)This is what makes it so weird - many have no problems and everything works as it should. Others have a major issue which seems to be impossible to solve.
I have already spent several hours to find a solution and testing out everything, unfortunately without success.
Maybe it has something to do with the way firmware and hardware work together? That the new firmware is not compatible with all different versions of the hardware?
This is just a guess that could explain that only some people have these issues.
My vertical for example is
0W222 (Model)
2773D6 (Hardware)
3.0.32 (Bluetooth) -
@ortles @Tieutieu
It is obvious that the update will work for most users: if it was a common problem Suunto would have caught it during beta testing. But since we are at least 5 in here that have had sync problems related to the new firmware it is clearly caused by the update. It also indicates that Suunto’s beta testing is sketchy. -
After the update I had no problems with the first few workouts, but last Saturday after a long workout my watch stopped connecting to the app.
Ultimately, removing the watch from the BT list in my phone (Android) and disconnecting the SA from the watch, watch soft reset, restarting the phone and reconnecting proved to be the solution for me. -
@Tieutieu
Hello,
this didn’t work for me -
Thanks everyone for describing this problem so clearly. So @mats make it ‘at least 6’. Unfortunately nothing seems to solve the problem, not even disconnecting and restarting everything including a soft reset on the Vertical.
Until the firmware update never had any trouble synchronising. After the update I managed to upload a relatively short activity still on Saturday albeit with problems (a restart of the Vertical necessary). A long activity on Sunday keeps stuck in synchronisation for ever, even though small bits of information seem to pass through sometimes (such as actual time after Vertical restart). So @Mats theory of data packets loss seems plausible.
My vertical has the same characteristics as @ortles. The watch is completely useless without synchronisation so this really needs attention from the Suunto technical department.
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The problem with my watch persists as well.
Todays activity (3h) could not be synced, even though I unpaired on mobile (remove watch in BT menue) and on watch. Even doing that + switching off mobile and watch (sleep mode) didn‘t help.
From time to time I am successful, but it does not follow a clear pattern.
I have sent a log to sunnto and will share this with @Brad_Olwin. I think the more people write here and sent logs / share them the more likely it is that suunto can bring a fix in the near future (which we desperately need).
My suggestion would be to return to the old firmware concerning that point. Connection then was flawless and the minimal upgrade in speed insn‘t worth all the trouble.
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@Mats-Djupsjöbacka I decided not to do the factory reset as of yet, I have emailed Suunto hoping to get a response from them, I will post any outcome from this.
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Hi everyone,
I reached Suunto team because of the same issue.
I copy/paste the following procedure sended by Suunto.
For me it solve the issue for the moment, I will perform another long activity today to be sure
I hope it will help.“Thank you for your email and I am really sorry for that the Issue Is still persist be assured I will help you with the new steps please follow the same and let me know I am here to assist you.
unpair watch : in Suunto application, 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.
Best regards,
Marshal
Suunto Support Team
#AdventureStartsHere
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Re: Unable to connect / sync vertical with suunto app since last update
@Brad_Olwin
I’ve been experiencing a similar problem with my Suunto Race. I’m on a Iphone 13 pro with IOS 17.4.1, SA Version 2.33.0 (14525), Suunto Race updated to 2.33.12, Model 0W224, Hardware 0827C1. After autoupdate my watch wouldn’t sync anymore with the app.Tried all the described steps - unpair, repair, soft reset hard reset but nothing seems to work. I even tried connecting to an android phone.
After repairing the watch connects, begins sync and than after about 30 percent looses connection.
I’ve send my log files over at 10:41 UTC +2 Paris time.
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@Paul-Antoine-Vignau that’s the procedure that @Brad_Olwin and I have recommended here.
I also had one or two times sync issues.
Following this procedure has always solved. -
@Paul-Antoine-Vignau
Hi Paul-Antoine,
Thanks for sharing this. I (once again) performed this complete list of steps. With some hope since before I did not reinstall the app. Unfortunately nothing changed except for the fact that now the app seems to think to need to synchronise 5 activities (should be only 1). But it still does not succeed to synchronise only one.Did this list work for you @ortles @Mats-Djupsjöbacka ?
