Help With Unexpected Unpairing
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I woke up this morning and didn’t realize until after my morning run that my 5 Peak had unpaired itself overnight from SA. I’ve been trying unsuccessfully since then to re-pair it.
I’ve done a soft reset twice, turned off Bluetooth before starting SA and attempting a re-pair, and have removed the 5 Peak from the app and “forgot” the connection in the watch itself so as to start from scratch. It just spins indefinitely:
Surprisingly, my 9 Baro is still paired and all connections with that device are just fine. (POST UPDATE: I tried logging out and back into SA, and not my 9 Baro no longer pairs either.)
Any suggestions on things that I hadn’t tried for the 5 Peak? I didn’t uninstall and reinstall SA because I have the Beta version and don’t remember the link to be able to get that version back.
This is the first time anything like this has happened.
Suunto Vertical / 9 Peak Pro (gifted away) / 9 Baro / 5 Peak (lost on adventure) / Vector
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Trail Runner / Hiker / Kickboxer
Instagram: @rytipps -
@traileyes did you reboot your phone already?
Watch: Suunto Vertical Ti
Blog: isazi's home
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@isazi I forgot to include that in my troubleshooting steps above, but yes, I had tried that immediately after doing the soft reset of the 5 Peak.
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@traileyes
don’t worry you will not loose beta. I reinstalled it several times and always kept beta.
I’ve had a similar behavior when switching between S9B and S7 last winter.
please check if reinstalling solves the issue and if you can replicate it -
@freeheeler Thanks for the reassurance about not losing beta. I did uninstall and reinstall the app, as well as restarted my phone again.
Everything initially went fine re-pairing, but only the 9 Baro is actually syncing properly. The 5 Peak keeps getting stuck on a pairing attempt screen.
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@traileyes
hmmm…
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I opted to just manually input this morning’s activity in SA and do a hard reset on my 5 Peak. Unfortunately, it has been like this for about 70 minutes so far >>>
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@traileyes
what was the result? if it didn’t work out, get in touch with customer support
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@freeheeler it’s the next morning and the watch is still stuck on that screen.
I’ve messaged support, so we’ll see what they say. -
I have similar problem on S5P.
I have to pair my Suunto HR belt each time I want to record activity. If I don’t, it uses wrist hr.Pairing with SA seems fine.
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@lexterm77 said in Help With Unexpected Unpairing:
I have similar problem on S5P.
I have to pair my Suunto HR belt each time I want to record activity. If I don’t, it uses wrist hr.Pairing with SA seems fine.
This should not be happening and did not happen to me when I tested this watch. I would soft reset the watch and check the battery in the belt. If it continues we can try to report as bug and get your logs.
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@brad_olwin said in Help With Unexpected Unpairing:
@lexterm77 said in Help With Unexpected Unpairing:
I have similar problem on S5P.
I have to pair my Suunto HR belt each time I want to record activity. If I don’t, it uses wrist hr.Pairing with SA seems fine.
This should not be happening and did not happen to me when I tested this watch. I would soft reset the watch and check the battery in the belt. If it continues we can try to report as bug and get your logs.
Coin battery was the issue. My “fresh” batteries were🪫
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@lexterm77 I have had that happen to me and took me forever to figure it out!
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I want to revisit this post, since I know that some folks have had complaints about Suunto’s customer service.
I ended up talking with someone in Support via chat, and after a couple of tactics that he recommended to try to fix my 5 Peak pairing issue, I sent it in for repairs (I’m in the U.S.). Suunto paid the shipping, and I got an email saying it would likely be completed in 7 business days. After about 10 business days, I contacted Support again for an update, and they said that their Support website page actually says 15 business days and that the email template needed to be updated. OK, no biggie.
On the 16th business day, I got an email from Suunto saying that everything was complete and that they were sending me a brand new 5 Peak to replace the one I sent in. They did this despite the fact that I bought the 5 Peak in a private party purchase, so I didn’t have a receipt or proof of purchase and, thus, technically no proof of warranty.
I’m looking forward to receiving the new device, which is in the mail right now!
I’m super happy with how everything played out, and contacting Support via chat was easy and they were friendly and informative the entire time! Luckily, my 9 Baro is my go-to watch and I got the 5P as a backup, so I haven’t been without a wearable this whole time. That definitely did wonders to soften the blow of being without the 5P for a few weeks.
Kudos to Suunto!
Appreciate everything they did here! -
@TrailEyes Witam , mam ten sam problem, w sensie nie moze przeprowadzic aktualizacji po resecie, komunikat nie udało sie przeprowadzic aktualizacji" a po wpieciu ponownym , komunikat" nalezy dokonac aktualizacji w celu usunięcia błędu"…
Jest sens walczyc czy tylko wysyłka na serwis? -
@muerte334422 Though my mother is Polish (and I am currently wearing a shirt that reads “Polska”), I unfortuneatly do not speak the language. Based on Google Translate I’ll try to answer your question.
When I had the problem with the watch, I tried several different things to fix it, but nothing worked. Since even the service center couldn’t fix it either and had to send a new watch, I have to believe that it was a very complicated error. You’re best move is probably to simply reach out to customer service and sent it in. In the U.S., the process was easy, but I know it’s different for different regions.
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@TrailEyes I don’t know how but it started to work, however there is a small but… The backlight does not work. Everything else works, connects to the phone, etc but the backlight doesn’t work, I also don’t know how to check if it’s still under warranty, if I want to register it
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@muerte334422 Glad it at least mostly started working again! Warranty time is usually 2 years.
