S9B BLACK SCREEN

Alex_M

Hello. Last night this issue happend to my S9B, which is just a few days old since delivery.
I could solve the issue with a soft reset. Just to let you know - with the actual software the issue is still there. (When it isn’t a hardware fault). When it happens again, I will contact the support.

Last night while sleep tracking, it happend again. This time I could see a gap in the HR monitor graphic from the point of interruption until my soft reset.
You know. I am a bit sad because my Suunto 9 (non Baro) never had this issue. Now my sister got the watch
I really hope a new sw release will fix it.
This time I also made a hard reset with the option to send the watch too deep sleep after reset.
I woken it up and configured again.

cosme.costa

Well, my S9B got a black screen again, for me, this bug was resolved in the previous firmware but now, with the last firmware 2.23.20 it has came back.

The symptoms and solution (soft reset) are exactly the same than when the bug pop up.

I can’t send logs right now (no computer with Suuntolink).

freeheeler

@cosme-costa
I’m always sending logs thru the app.
not good, that it happens again

isazi

@cosme-costa I forgot to reply, but yes logs from SA are as good as from Suuntolink (there may be some differences, but for a watch issue it should not matter).

Bogdan1921

After I’ve made the update, in the same day, also I had a black screen. Soft reset and after no issues.

isazi

Hopefully it will not happen again, but if it does send logs with the black screen (it should work) and also after the reboot. And then send me a message.

cosme.costa

@isazi Will do!

Thanks!

cosme.costa

Well it has happened again this morning.

I always wear my watch, even while sleeping. Today I woke up, took off the watch to put my clothes on, in the mean time the watch screen went off (as it should), then I took the watch to put it on and the screen wasn’t able to lit up and again it was solved with a soft reset.

@isazi I have sent logs to Suunto with SA and I did the soft reset around 6:04 a.m.

I do not recall having this issue with the previous software but it was there prior the previous software. It has happened two times in one month and a half. The shitty thing is that if happens before the activity, due the soft reset you loose the AGPS and some times you can’t wait 15 minutes (sync and deploying of the AGPS file) to get the GPS lock.

freeheeler

@cosme-costa
after sync to SA AGPS should be sent to the watch again. it takes some time but much less than waiting for sat lock

isazi

@cosme-costa can you send me your email in SA? I think I do not have it.

cosme.costa

@isazi I’ve sent you a PM!

Thanks for looking into it!

suzzlo

@cosme-costa it takes a lot of time and sine you get up early it reduces the time you can train

zadow

Dears,
today, my nightmare came true. My display turns black while I was looking at it, and it did not wake up. 12secs soft reset is not working. Display is black and watch is not responding to buttons press. I see that from time to time, HR led flashes very shortly. Then I saw that suddenly, after few hours of black display, normal watch doisplay restored for few seconds and nearly immediately went back to black. I tried to connect it to Suunto link but it did not help. Suuntolink did not recognize the watch. After few attempts in Suuntolink to connect the watch, it seemed for a while that it is connecting to watch but then no success again. Anyway I pressed the Send Logs button, and Suunto link gave me an ID and claimed that it has sent the logs. I wonder, what logs it sent, when it could not connect to watch. Well, if that could help, this is the ID - 863443733300. Maybe, @isazi , could I kindly ask you to check with support, whether there are any meaningful logs and what to do next?
I guess that watch is somehow stuck and I need to wait for complete battery drain. Which may takes days… ),:

freeheeler

@zadow
sorry to hear and hope you can get your S9B back to life!

Saketo Nemo

@zadow
Try this

Plug in the watch to the PC and open Suuntolink

When the watch is recognized, press the three horizontal lines symbol on the top right.
Go to watches.
You will find the watch name there.
Click many times on the name (5 should be enough, but keep pressing until a checkbox appears)
A checkbox will appear. It will say to “Put the watch to deep sleep after reset”.
Check the checkbox, and then click on “reset all settings” above it.
Follow the instructions.
Let the watch go to deep sleep.
Unplug the watch and then plug it in again: if this worked, it should start again from the original boot and it should then work normally.

zadow

@Saketo-Nemo well, it is getting worse…
now the display is blinking with this screen, which I never seen before and never wanted to see:

Saketo Nemo

@zadow
The steps described are indications of official assistance, but I really believe that your 9B must necessarily take a ride in assistance.

Saketo Nemo

@zadow
is it still under warranty?

zadow

@Saketo-Nemo it is 4 months out of warranty

Saketo Nemo

@zadow
Ouch!
I ask for assistance.