Can't upload multi day / 83 hour activity to Suunto App
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I need some help please. I really like my Suunto Vertical Solar (Titanium).
I purchased it earlier this year and have had no issues with it until now: I can’t upload a multi day run I just completed (Destination Trails Tahoe 200). The run and data is on the watch but will not upload to the Suunto app. I had a similar issue last year with my previous watch (Suunto Baro 9) and was never able to resolve it or get the data. I was never able to get in touch with a live customer service person or technical support. I received a series of contradictory emails from what seemed to be a chat bot when attempting to resolve the issue with Suunto.
I am dreading going through this again but I really want to recover this data and wish Suunto would resolve this issue once and for all.
I had incorrectly assumed this would have been rectified by now or was just a one time glitch when I purchased the new Vertical.
Thank you for any assistance you can provide, greatly appreciated.
Martin
Again I really like the watch and platform but it is useless to me if I can’t upload a multi day activity. I’m very disappointed and annoyed and should have kept that in mind when choosing a replacement for my Baro 9.
Would appreciate any help or info in regards as to how to rectify the issue and successfully upload my data. Also any insight as to how to get in touch with a live person at Suunto would be greatly appreciated.
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@Martin-C I thought the extra memory was supposed to fix that issue for Vertical/Race from memory. You can clean the cache of the app if you’re on Android to force the watch to re-sync at the least, or uninstall/reinstall on iOS - I think it needs to have graphs on the watch to be possible to sync from memory, someone else might be able to chop in.
Suunto Spartan Trainer Wrist HR / 9PP Refurb
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@Martin-C posted at DCR’s review and I asked him to post here to see if anyone can help with this issue. It seems like a bug there was in the past as far as I understand and that seems that is still perhaps there.
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If this is the case and is an existing bug, this is huge. I am planning on many multiday / week activities later this summer, and this NEEDS to work reliably, otherwise the watch is pretty much useless. This is the basic of the basic essentials of such a device, and always has to be reliable.
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@Martin-C support is the only one that can help you. First of all, do not factory reset your watch because if you remove the data from the watch there is no way to get it back. I will ask people at Suunto if they have a solution.
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@isazi Thank you for any assistance you can provide, much appreciated. I won’t factory reset. I really want to recover this data. So frustrating. Runners using other platforms (Coros / Garmin) were instantly able to upload the same run.
I use IOS and have tried uninstalling the app and reinstalling. This allowed short activities (walks / yoga) I had done after the 83 hour run to up load but not the 83 hour run. When syncing, it shows an almost full green circle, just a small gap left but it never fully syncs the activity.
All the run data and graphics are accessible in the log book on the watch itself.
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@trifecta
Agreed! No point to having outstanding battery life and all the data if you can’t upload your activity. So frustrating!
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@dreamer_ Thanks again! I had the same issue with 108hour run (Cocodona 250) in 2023 with a Suunto Baro 9. I was never able to get proper tech support and all the data was eventually lost when my watch was wiped during a software update. Was hoping these issues had all been rectified with the Vertical.
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@The_77 Thank you. No luck with the re-sync, still lags incomplete (almost a full green circle when syncing but doesn’t complete). Tried uninstalling and reinstalling the app with phone power off in between - no luck other than being able to upload short activities recorded after the 83 hour run.
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Not normal, nowadays people do 100+ km races using Vertical with no problems
Could you try sync, send logs after that and share your Suunto App email to direct message with me?
Also what mobile phone and what watch FW version do you have?
Opinions expressed are solely my own and do not express the views or opinions of my employer
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@pavel-samokha I have completed 100 milers in less than 40 hours. Think that we are speaking about an 83h activity. He is also reporting the same issue with the S9B
. An important part of the people who buy these watches is because these watches are considered the most reliable for these kind of races.I had a similar situation in the past when my old F6X Pro suddenly went off (Garmin, not Suunto in this case) . I understand the frustation of loosing the activity after so many hours.
So (if there’s an issue there), this is not like when someone says that there’s something with the notifications or a very minor thing. -
@dreamer_ Multi-days also not a problem normally, for example
Opinions expressed are solely my own and do not express the views or opinions of my employer
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@dreamer_
I replied to Martin on DCR’s website about the S9B because I had the same issue. With the S9B - as far as I know - it was because there was insufficient memory in the watch to save an activity longer than about 50-60hrs when in performance (1s recording) mode. I assume that Martin did the same as me with the S9B - ran it in performance mode, recharging as he went, then found the “saved” activity wouldn’t sync (mine was 103hrs) because it hadn’t saved on the watch.
The presence/absence of graphs etc in the logbook entry was an indicator in the S9B that the activity file had or hadn’t saved to the watch (same with S9PP, which has similar memory limitations). Assuming the same is true on the Vertical, it looks like Martin’s watch has saved the file but won’t sync for some reason. -
@pavel-samokha perhaps there’s a limit for more than those 73 hours? (A guess, of course, but there are at least 2 users with the same issue)
Fantastic record and incredible test, btw. -
@dreamer_ I’m not aware of any such limitation for Suunto Vertical.
S9B cases are irrelevant, S9B is indeed have limited memory, not the case with Suunto Vertical
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have you tried syncing with an android phone?
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@Martin-C I have successfully uploaded a multi-day activity with no issues with the Vertical on iOS. @pavel-samokha will help you with this, there should be no issues.
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@pavel-samokha Hi Pavel, I have sent you my email via chat. I have uploaded the logs to Suunto. I had previously uploaded 100km + activities without issue. This 200 mile / 83 hour run however will not upload properly. Initially it would lag while uploading and never reach the full green circle on the upload. Short activities I had completed after the 83 hour run were also not uploading. By “forgetting the watch” and network on bluetooth, uninstalling the app, powering off phone, powering on phone and reinstalling the app, reestablishing the watch and network connection and trying to sync again, I was able to get the activities after the 83 hour run to upload.
I have noticed today that the upload seems to be “completed” but do not see the activity on the Home Screen on the app when I scroll down. The monthly total graph does indicate the mileage from the activity on the Home Screen. If I go into the calendar on the app, the activity appears under the date (14JUN2024) and I can see it and go into the data but get a grey bar at the top saying “waiting for syncing” to complete"
There data / run doesn’t upload to Strava or other linked platforms.
Thank you for any assistance you can provide, greatly appreciated. I have a few more of these multi day runs coming up and will need to look at other options if this can’t be resolved. Saving and uploading daily would be a last resort as the point getting this watch and battery life was to record these runs as one activity and be able to retrieve all associated data.
Thanks again,
Martin -
@Saketo-Nemo No, I don’t have an android phone. Do you think this could be an IOS issue?
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@Brad_Olwin Thank you, would be very much appreciated.
