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

    Scheduled Pinned Locked Moved Suunto Vertical
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    • A Offline
      adri12240
      last edited by

      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.

      Mff73M 1 Reply Last reply Reply Quote 0
      • Mff73M Offline
        Mff73 @adri12240
        last edited by

        @adri12240
        If you confirm that this activity has all data visible in your watch logbook, you can safely delete it from your Suunto App, and then logout and login again. It will resync.
        If still not OK with logout, uninstall app and resintall.
        Be under good phone network connection and all should be fine (even if theorically not mandatory, but…)

        SSU (retired), SV1, SV2
        Wife : S9PP
        SA: Always the latest beta :)
        Android + Galaxy S205G

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