Sync does not work since last software update (2.33.12)

ODo67

Hello. I haven’t had my Race for very long, so I’ve had one update and one patch. Everyone has their own uses, so this is a very personal opinion, but… each update has brought its share of bugs without any particular improvement (note that for MY uses, I’m not generalising).
This is for me:

update, problem with screen visibility during a trail (problem not present before)
Last fix: I have to stop and restart my watch every morning so that it connects to my iPhone. Problem not previously present.
I admit that these two major problems (for me) are starting to worry me. I’m almost afraid of the next update (no malicious irony in that, just a fact). But let’s be optimistic, I’m sure the teams are doing their best.

@ODo67 Personally, I have paused with Suunto until all these hiccups are finally fixed.

Dimitrios Kanellopoulos

A couple of users have reported cases were restarts of app or watch repairs have have helped. Due to that our data is a bit buggered.

Is there any person here that cannot get his watch to sync no way ? And persistently? For all activities?

satom

@Dimitrios-Kanellopoulos
Hello there

It is more then three weeks now since I first experienced and after that reported this issue and nothing has changed since then. I’m still unable to sync any of my activities with the phone (18) in all that time, so I’ve stopped tracking any new activities until this issue is resolved.

I have posted a few messages on the forum and also offered my help in finding a bug a few times, but my offers have been ignored.
For example here: https://forum.suunto.com/post/143271

As I have written a couple of times, I like Suunto but this is very annoying. I’m not losing hope that someone will take this issue seriously and finally solve this problem.
I would be very very disappointed if I had to lose all 3 weeks of activities.

With that in mind, I will take this chance in good hope and try again to describe the problem in detail. Here is the step-by-step description of what I just tried:

I restarted the clock.
I paired the watch with the iPhone 14Pro; this worked fine.
The app started the sync process and displayed “PREPARE SYNC”.
Then the progress bar started and the app displayed “SYNCING 1/18”.
The progress bar stops and the application displays the error message “Activities did not sync”. At the same time, the application starts synchronising the next activity with the message “SYNCING 2/18”.
Repeat steps 4 and 5 for every 18 activities.
The application then displays the message “LAST SYNC FAILED” with the yellow exclamation mark.
A few seconds later, the application will start synchronising again, but this time with the message “SYNCING Optimising GPS”.
The application will then display the same screen as in step 7.
Then the application starts synchronising activities again and fails again.
Finally, the app disconnects from the watch and displays “NOT CONNECTED”.

The screenshots that illustrate the above steps are attached to the post.

This is the most typical behaviour that the app shows in my use, but from time to time the process breaks earlier and the watch remains disconnected until it is repaired. I also tried to sync the watch with different devices - iPhone, iPad and an Android phone and different OS versions, but each of these devices showed the same result - the sync always breaks at some point.

No sleep, HR and other data has been synchronised for this time either.
I sent my logs to Suunto at 13:40 CEST(UTC+2) today.

My SR is running with FW 2.33.12.
I was also unable to update the watch to the latest version 2.33.14 because the sync does not work and prohibits any attempt to download and update the FW. I also tried syncing the watch with the latest beta app (2.34.0 14847) from TF but that didn’t help either.

Finally, I would like to repeat my offer to help in any way possible to solve this problem, including active debugging of the watch/app, if you can provide me with some basic background instructions.

I hope this helps. If you have any questions, please feel free to contact me.

ortles

@satom

It’s the same for me - I don’t manage to sync no matter what I try. I think with most of the others it’s the same.

Thanks for your detailed description - great work

Since the issue occured I had to stop using vertical when I realized that it’s impossible to sync no matter which of the suggested procedures I try.

ortles

Before the question is raised again:

Even a simple gym activity with quite little data and recorded with standard sports mode for that couldn’t be synced (made another try after the last update).

App shutdown, pair unpair etc., everything is useless. Process starts as described and is always interrupted at some point.

ortles

Just a little side thought from my side:

The problem would be far less critical if there would still be the possibility to sync watch via computer / cable / sunnto link.

Seems quite outdatet, but at least as a backup such simple and straightforward solutions have their advantages. If the whole system relies on a bt connection and there’s no other possibility, the whole system fails when bt fails.

I know this doesn’t solve our problem, it’s just a side thought.

Mats Djupsjöbacka

@Dimitrios-Kanellopoulos said in Sync does not work since last software update (2.33.12):

A couple of users have reported cases were restarts of app or watch repairs have have helped. Due to that our data is a bit buggered.

Is there any person here that cannot get his watch to sync no way ? And persistently? For all activities?

Not a reply to your question, but a suggestion. If Suunto have problems figuring out what is wrong, why don’t they ask a few of us to send our watches to them and then send us a working replacement? Debugging must be much easier if they have watches having this problem. The cost for Suunto will be peanuts.

PS: My watch syncs activities, but it’s slow and for long ones (60-90 min) it may take several days. The behavior of SA I in that process is similar to what @satom showed above.

pilleus

@Mats-Djupsjöbacka

If Suunto is ever looking for someone for quality assurance and ideas for troubleshooting, then you are the right person to contact.

Pier Luigi Cingolani

@Dimitrios-Kanellopoulos I had this issue yesterday, where a 7.5k run took almost 3 hours, 2 restarts and disconnect from the app to get it to sync.
I thought this was a one off thing, but today’s 10k run is also failing to sync. This is a pretty major bug, as it impairs basic watch functionality.

I understand this has been acknowledged, but do we have an ETA for the fix? My understanding is that there’s has been a minor release already, in which this hasn’t been addressed.

Dimitrios Kanellopoulos

@Mats-Djupsjöbacka that’s why I am asking

I need to find a user that the issue persists every time so when the watch reaches HQ it’s doesn’t sync out of magic.

Mats Djupsjöbacka

@Dimitrios-Kanellopoulos said in Sync does not work since last software update (2.33.12):

@Mats-Djupsjöbacka that’s why I am asking

I need to find a user that the issue persists every time so when the watch reaches HQ it’s doesn’t sync out of magic.

Ok, after 4 weeks Suunto finally wakes up…
If you read through both threads (this and that for Vertical) you will see that the majority of reports indicate that this is a bug of a probabilistic nature, i.e., sync will work on some occasions but the bug does not go away, so any of our watches would likely do fine.
But why are you/Suunto so concerned about getting a watch that would suddenly work? Ask for 3-5 of our watches and you are guaranteed to get some that don’t work. Is the cost for Suunto too big to do that to fix the bug and make our watches work?
But if Suunto can only afford the cost of exchange for one watch, I suggest you get @ortles watch (see the Vertical thread). He/she has reported very consistent failures.

Charles

@Dimitrios-Kanellopoulos

I strongly suggest that you change the way you adress us.
Suunto users who experience the bug are already pretty annoyed and this kind of answer does not really help us feel that our frustration is taken under consideration

the probability that the sync bug fixes itself “out of magic”, knowing that the bug happens regularly for 4 weeks is very low …
Why send just one watch ? The problem seems to happen to a lot of us.

Like @ortles, I was not able any real activities for 3 and a half weeks (only fake 2/3 min recording), so I’d be very please to send my watch

ortles

I am considering to try to send it back to the shop where I bought it.

I like the design and concept of vertical, that‘s why I still want to keep it.

But besides the sync issue there are other concerns like esp. the breadcrumb issue which are relevant for my use case. So I am wondering whether it would be a good decision to keep it.

They say the issue is known as well, but who knows if and when it will be fixed…

satom

@Dimitrios-Kanellopoulos I wrote to you directly two days ago with a detailed description and an offer to help.

https://forum.suunto.com/post/143612

I’m a bit surprised that I didn’t get any response and now this somewhat vague statement from the “user that the problem persists every time”… I’m getting the feeling that I’m being ignored for some reason…So at the risk of repeating myself, here I am, able and willing to help.

sartoric

@satom
did you send him a PM or just mentioned him in your reply?
because in infinte thread like this one it’s not easy to keep track of messages and sometimes the “mention” notification doesn’t really point you to the correct post

satom

@sartoric Yes I did. I generally agree with you about “infinte thread”, but here we are dealing with a very specific problem that has been discussed in at least 3 different threads here. Some users here have been trying for weeks to get some meaningful answer from Suunto, but all we get are some vague explanations and statements that “not all users are affected”. I would really like to see some more action from Suunto here.

Dimitrios Kanellopoulos

@satom I don’t have any chat from you here except from today.

Dimitrios Kanellopoulos

@Mats-Djupsjöbacka it’s not that Suunto wakes up. Suunto has been trying to pinpoint the issue and this has been discussed since start.

I took the liberty to ask here on a personal level. This is a community forum that I manage (among others).

To help even further I took the initiative to get one device that for sure does not sync to the HQ with some appreciation gift.

So please let’s not turn this gesture to a rant about each person’s opinion of what might have happened.

Dimitrios Kanellopoulos

@satom yes I saw that and that’s why I contacted you.