I'm looking for help with a synchronization issue that I have been unable to solve.

[adri12240]

Hello everyone,

I’m looking for help with a synchronization issue that I have been unable to solve.

Watch: Suunto Vertical
Software version: 2.50.28

The activity is an official race:

• Grand Raid des Pyrénées (GRP)
• 82 km
• 5,200 m elevation gain

Here is what happened:

• The activity is 100% complete on my watch.
• I can see everything on the watch: GPS track, altitude profile, heart rate, pace, splits, etc.
• On my main Android phone, the activity appears in the Suunto App, but it is incomplete.
• The summary, distance and duration are correct.
• I can see the small map preview, but when I tap on it, nothing happens.
• I cannot download the FIT file.
• When I log into the same Suunto account on another phone, this activity does not appear at all, so I believe it was never uploaded to the Suunto cloud.
• I have already tried all common troubleshooting steps: restarting the watch and phone, reinstalling the app, logging out/in, Bluetooth reset, waiting for synchronization, etc.
• My watch is also not recognized by Windows or SuuntoLink. It only charges when connected with the original USB cable.

Since the activity is still completely stored on the watch, I believe the original FIT file is still present in the watch memory.

Could someone from the Suunto team please help?

@Dimitrios-Kanellopoulos, could you please advise whether this case can be escalated to the engineering team?

Is there any possibility to:

• force the watch to re-upload this activity,
• recover the FIT file,
• or extract the activity from the watch logs?

This race is very important to me, and I would be extremely grateful for any help.

Thank you very much.