Random reboots of the Suunto 7 during recording an activity

pavel.samokha

@olymay don’t have exact guide, roughly the same as with android phone:

Install ADB on you computer
Enable Dev mode on Suunto 7 (in Settings->About-> click multiple times (7 or 10, don’t remember) on Build Number)
Enable ADB debugging on Suunto 7 (Settings -> Dev options -> ADB debugging)
Connect Suunto 7 to your computer via cable
Authorize this computer to debug on S7 (popup should appear on S7)
Open Command Prompt on your computer and type adb bugreport

After that you should have file with bugreport

Brad_Olwin

@olymay That is not normal, and I have not seen this problem. I would definitely contact support. They are typically quite helpful.

DRezvoff

there is a problem if 2 applications are installed and running simultaneously on the Smartphone - Movescount and SuuntoApp

Bulkan

@Brad_Olwin I have a friend in the exactly situation and my S7 doesn’t do it.

pilleus

The problem seems to be solved for my S7 after 3 crashes and 3 factory resets.

5 activities with different settings and without any problem.

2 activities with connected phone, AOD, tilt-to-wake, best and good GPS settings, no route and route.

3 without connected phone, with and without AOD, with and without tilt-to-wake, with best GPS and route.

May be that after the update something was left in the cache or something else was wrong.

It’s okay for me now.

olymay

GOOD NEWS EVERYONE!!

After three factory resets my watch seemed to be behaving last night (was only tested indoors and not on a run). My new phone arrived this morning so I went through a fourth factory reset to connect that.

I have just been for a 7K run following a route and it worked PERFECTLY!!

It seems that multiple factory resets (three seems to be the magic number) manages to clear whatever glitch may be present.

pilleus

@olymay said in Random reboots of the Suunto 7 during recording an activity:

GOOD NEWS EVERYONE!!

After three factory resets my watch seemed to be behaving last night (was only tested indoors and not on a run). My new phone arrived this morning so I went through a fourth factory reset to connect that.

I have just been for a 7K run following a route and it worked PERFECTLY!!

It seems that multiple factory resets (three seems to be the magic number) manages to clear whatever glitch may be present.

It’s magic!

sherani

Unfortunately I was not so lucky, yesterday fifth hard reset and I can still reproduce the app crash during the activity following a path. Going through the various screens you first notice a slight slowdown passing from the laps screen to the one with the altitude profile while all the others transitions are smooth. However, the problem occurs just after 5-6 km until the final crash of the app and loss of activity data. I state that I always run without a mobile phone and I also tried to activate the airplane mode to see if anything changes, obviously without success.

olymay

@sherani That sounds like a right pain in the a**! It also sounds like yours it lasting significantly longer before crashing than mine did (mine was crashing as soon as it tried to go into power saving mode).
By hard reset, do you mean a full disconnect and factory reset? If not, I would suggest trying this, and it may take a few times (it took me three!). If that is what you have done, then you may have to send it back to Suunto

pavel.samokha

Hello guys.
As you know I reported the bug and response is that it’s known and top priority at Suunto. Should be fixed with next update but unfortunately third-party (hardware provider) is involved so no ETA.

olymay

BAD news everyone!

After a successful run on Thursday where my Suunto 7 worked perfectly whilst following a run, I went out today on the exact same route, with the exact same settings aaannnnddddd…

IT CRASHED!!!

However, this was different to previous issues. I started off on the default running info screen so I could keep an eye on my pace. When I got to the part of the route with a number of turns, I switched to the map view (I have this set to always on screen) so that I could easily and quickly see where I needed to go.
After maybe 10 minutes of this mode, I switched back to the default screen to check my pace. I left it on this screen and when it switched to the powersaving display (thinner fonts etc) it crashed the Suunto Wear App and went to my clock face. Cue much swearing from me!!
This was at around 5km in the run, when in the past it crashed at around the 1km mark or sooner.

HOWEVER… I again opened the Suunto Wear App a little further in the run and it it openedd on the default running screen and was still tracking my run with all data present and correct!! Great I thought, it was just a blip. But, once it tried to go to the powersaving display again, it crashed again.
I tried this a few times and the same thing happened every time. I decided to stop fiddling as it seemed to be continuing to track my run, just without showing it to me.
At the finish line I was able to open the Suunto Wear App (it was still tracking!) and stop the run fine. When I got home it synced the data to my phone as normal, which is a huge relief!

However, this is a £400 activity focussed watch that seems to require a factory reset before every run in order to work properly.

Am I frustrated? Nope. I am absolutely &@%$ING SEETHING FURIOUS!!

Bulkan

@olymay so sorry to read that. I’m frustrated reading you. So I don’t know what to tell you more than reach support and ask for a solution.

At least we’ve discovered is a bug know and top priority to fix it but without ETA.

olymay

@Bulkan I have contacted support on three occasions. Every time they log my issue and inform me that someone from the technical team will contact me within 24-48 hours. I have never been contacted. I have utterly given up with Suunto customer service.

Reading Pavel’s comment about Suunto acknowledging the issue (this part is good news) then saying they are relying on a third party, WHAT!?!? Firstly, this is a software issue, not hardware - the fault was introduced after the recent update. Second, I was under the impression that a Suunto watch would be made by Sunnto. What third party are they referring to? Or are they just fobbing off because they are either unable or unwilling to fix it?

I’m now starting to look at my friend’s Garmin Fenix 6 with more and more envy

Brad_Olwin

@olymay I think they are referring to Google. The watch is a partnership.

Bulkan

@olymay the suunto 7 uses wearOS that’s google.

Look at the page of suunto of your country and give them a call.

pavel.samokha

@olymay Well, Suunto produces devices and writes software - but all this work is based on components from different suppliers - one company supplies a heart-rate sensor, another - chipset and so on. Typically all this components come with SDK which may also contain bugs and etc.
I quite understand your frustration (I have similar issue) and sorry for that, but well - as for all affected it started to happen without clear reason why I am not surprised it haven’t been found during testing - this shit happens even to expensive products.
I’ll keep an eye on it and let you know if there is any news. Let’s wait for next update.

olymay

@Brad_Olwin Possibly. But the problem seems to be with the Suunto Wear App, which I doubt Google have much (if any) involvement with.

@Bulkan I have done this. Three times. Each time they promise someone from ‘Technical’ will get bet to me within 24-48 hours. This has never happened. I expect better when I have spent over £400 on one of their products.

@pavel-samokha You have a point there, maybe there is a clash between components/software. But it seems to be purely within the Suunto Wear App since the recent update. As it seems to crash (at least for me) when the display switches to the powersaving mode, maybe as a short term fix they could give us the option to dissable this powersave screen? At least until they fix the greater problem here. AT least it would allow me to use the watch as per it’s intended function.

I know I am ranting here, and I work in technology so I really do understand that this sort of thing can (and does) happen. I am mostly angry at the appalling customer service. Promising to get back to me and then they don’t. Each time I call up they tell me this is a highly unusual problem and they have never heard of it before (they clearly do not read these forums then do they!). They have suggested sending my watch back for a month (they will have it for 14 working days, plus transport and processing either side, comes to roughly a month) and it sound like that won’t remedy the situation at all.

I am getting much better info and response from here on the forums.

I am angry at the response by Suunto. I don’t want to take my frustrations to social media, but I may have to resort to that in order to get a response and acknowledgement from Suunto.

Mi_chael

@pavel-samokha

Do you know when (approximately) will be available the next firmware update?

pavel.samokha

@olymay said in Random reboots of the Suunto 7 during recording an activity:

us the option to dissable this powersave screen

It makes sense to me, I’ll try to pass this to the team.

@olymay said in Random reboots of the Suunto 7 during recording an activity:

I am mostly angry at the appalling customer service.

Not an excuse, but possible explanation I see is that first-line customer service is really can’t do anything with modern bug except to offer you to get watch for service.

@Mi_chael said in Random reboots of the Suunto 7 during recording an activity:

Do you know when (approximately) will be available the next firmware update?

Sorry, even if I had known I wouldn’t comment on anything like release dates - both because it may change due to various reasons (like a major bug in last minute) and just I suppose I’m not allowed to. Trying to do my best to be helpful here and not saying anything forbidden, probably I need a masterclass from @Dimitrios-Kanellopoulos

Mi_chael

@pavel-samokha

Ok, don’t worry. I understand.