Suunto 5 update fails

[osolis]

Hi everybody, I have an error trying to update my Suunto 5 firmware, after connecting and recognizing the watch, it seems that it disconnects the USB link. I’ve tried on different computers with Windows 10 an always got the same error.

I’ve tried to perform hard reset but the issue is similar, when starts to perform the procedure it fails because of disconnection.

Has anyone experienced this error? Thanks for you help

Firmware on watch is 2.14.16
Suuntolink version is 3.6.1

Here the screenshots,

[Brad_Olwin]

@osolis It might be the cable, make sure it is attached well. It is also possible that the computer attempts to sleep.

[osolis]

@brad_olwin first thank you to take the time. I have tried on 3 different computers, 1 of them a desktop (the other laptops) all of them failed with the same error. At the moment I don’t have another cable, I cannot rule out that it may be the problem, however, the disconnection message does not seem to be due to the movement of the cable or internal damage, since it always sends it in the same period of time and it happens when doing the firmware and / or doing the factory reset. (Charging is also working fine)

Another thing that happens is that when SuuntoLink starts the update process the download icon is never displayed on the watch, it continues to show the time as in normal mode.

I also have tried soft reset using watch buttons combination, always getting the disconnection message.

I would appreciate any other ideas or suggestions!

[osolis]

@brad_olwin Just to better explain here a step by step reproduction of this error Error trying to update or hard reset Suunto 5.pdf

[isazi]

@osolis try to contact support via the app.

[osolis]

@isazi Thanks for your advice, I’ll give it a try and let you know. Thanks!

[vinay]

Are all four contacts on the watch and the pins of the cable clean? I’ve been using the same cable since 2014 until I got this issue. Scraping the contacts clean helped though after a while one of the spring loaded pins of the cable didn’t extend anymore and a new cable solved that.