Watch turned off and does not reboot
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@Florent-Perrier said in Watch turned off and does not reboot:
I’ve been using my Suutno Vertical for a month and its been a delight.
2 days ago, i noticed that the screen was stucked (time displayed was stucked to 1h before i noticed it !), and so i found this page suggesting i should press the upper right button for 12sec in order to reboot the watch.
https://www.suunto.com/Support/faq-articles/lifecycle/how-to-reset-your-suunto-watch/After completing the 12sec press, scren turned off and never went back on…
Its now been 2 days the watch’s screen is black.
What can i do ?
Ty for help,
Florent.Hello Florent,
In this case I suggest you to contact suunto official support to get the official warranty.
If you follow any unofficial manipulation and cause any damage, it might be not covered by suunto official support.
And this is not suunto official support forum.
Br
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@Brad_Olwin said in Watch turned off and does not reboot:
@Florent-Perrier Try holding the upper button down until the watch restarts. That might be much longer than 12 sec. Also, does the watch have a reasonable charge?
Hi,
Holding the button for 30sec has no effect.
The watch has been charged 100% few hours before the crash, so charge is almost full.@zhang965 said in Watch turned off and does not reboot:
Hello Florent,
In this case I suggest you to contact suunto official support to get the official warranty.
If you follow any unofficial manipulation and cause any damage, it might be not covered by suunto official support.
And this is not suunto official support forum.
Br
I’d love to contact Suunto official support, but the page is pretty obsure and shows no phone number, email or chatbox, or any way to communicate with someone, wich is the reason i’m posting here.
Bur i just found this link : https://repair.suunto.com/CustomerPortal/RepairCustomerPortal
Should i use it ?And i dont see anyway how i could damage the product by pressing the buttons (wich i’m saying again : this page suggested me to use !! https://www.suunto.com/Support/faq-articles/lifecycle/how-to-reset-your-suunto-watch/ )
Florent.
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@Florent-Perrier said in Watch turned off and does not reboot:
@Brad_Olwin said in Watch turned off and does not reboot:
@Florent-Perrier Try holding the upper button down until the watch restarts. That might be much longer than 12 sec. Also, does the watch have a reasonable charge?
Hi,
Holding the button for 30sec has no effect.
The watch has been charged 100% few hours before the crash, so charge is almost full.@zhang965 said in Watch turned off and does not reboot:
Hello Florent,
In this case I suggest you to contact suunto official support to get the official warranty.
If you follow any unofficial manipulation and cause any damage, it might be not covered by suunto official support.
And this is not suunto official support forum.
Br
I’d love to contact Suunto official support, but the page is pretty obsure and shows no phone number, email or chatbox, or any way to communicate with someone, wich is the reason i’m posting here.
Bur i just found this link : https://repair.suunto.com/CustomerPortal/RepairCustomerPortal
Should i use it ?And i dont see anyway how i could damage the product by pressing the buttons (wich i’m saying again : this page suggested me to use !! https://www.suunto.com/Support/faq-articles/lifecycle/how-to-reset-your-suunto-watch/ )
Florent.
You can contact suunto support directly using suunto app
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@Florent-Perrier I would contact support, since @zhang965 does not interact with Suunto in any official capacity his statements may be misleading. No matter what his personal opinion is of me, which is apparent, I do test for Suunto and have official communication with the field testers and the field test engineers.
You will not hurt your watch by holding down the upper button. Since that did not work you need to contact support and open a repair ticket. -
Thanks to everyone
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@Florent-Perrier : Bonjour Florent,
Few hours before the crash of your Vertical, did you go into the water or sea ? Swimming, surfing or snorkeling ?
I had exactly the same problems with two Vertical watches in less than one month (Now, I’m waiting a third one!). It was very frustrating after a frozen screen not to be able to reboot the watch despite long seconds pushing on the UP button to reboot or trying to recharge the watch. So impossible also to download a Log file to understand the problem…
SUUNTO replaced my first one without any problem but I want to understand what’s happening: mechanical (not so waterproof?) or bug?
In their Service Notice no root cause analysis was noted.
I hope our problems will help developers to understand, and us also
Regards -
pretty weird, my brother got the exact same problem this morning. The watch is now black and nothing turns it back on. I’m wondering if you can still reset it using the settings menu if you know the click combination to reach it?
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@darxmurf : Honestly to re-power the watch, I tried all the old SUUNTO tricks and different button combinations: but nothing worked!
However, there must be a method, I don’t think the watch is dead. Regards -
@bruno-tanqueray interesting, my brother just went in a river before seeing the screen was frozen
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are you both using the titanium version?
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@darxmurf : Yes darxmurf, mine is the Titanium (solar) version.
Hope it helps… -
Judging by the posts it looks like whenever the watch is exposed to swimming, lakes, etc it has a fair probability of crashing resulting in a replacement watch. Could it be safe to assume that this could be a manufacturing defect that could potentially affect all of the Vertical watches or at least the Solar model. Not sure what is happening to the beloved Suunto brand but it seems like there are numerous posts about massive bugs causing reboots and potential replacements, plastic peeling off the back of the charger/heart rate sensor, very laggy UI, and now potential issues relating to water use. As beautiful as this watch is wonder if it should have launched in the first place. My girlfriend got the watch for me as an anniversary gift and now just worried it might break or crash. Very sad reading all of the comments after what should have been an absolute eye opener from Suunto and a flagship watch for the next few years to come.
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@Chris-Kusmider said in Watch turned off and does not reboot:
Judging by the posts it looks like whenever the watch is exposed to swimming, lakes, etc it has a fair probability of crashing resulting in a replacement watch
I can not confirm this.
I own the SV titanium solar and do a lot of windsurfing (both fresh and salt water) and swimming. Until now, no crashes, reboots or peelings and the watch looks brand new.
Maybe I’m just lucky…
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@surfboomerang same so far, knock on wood, no bugs, crashes etc on my end. From what I see on many forums they all loved the watch to a certain point and then it all changes. Really want this watch and brand to succeed.
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FYI, I had the a very similar issue and ended up having to get the Vertical replaced under warranty - https://forum.suunto.com/topic/9007/vertical-completely-unresponsive
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Not sure it’s a water issue, my brother went swimming in the sea a good amount of time and the watch crashed weeks after. Okay it was after a swim in a river but it should have crash way before in the sea.
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@darxmurf
I am using my watch in waters frequently in several types of waters… rain, shower, heavy sweating, sea, lake, pool, jacuzzi… never crashed -
@freeheeler went swimming with mine as a first activity test 2 days ago and it’s fine too
problem is elsewhere maybe -
Hello,
Had exactly the same problem with my Vertical yesterday.
Went swimming in the Ocean using snorkeling mode. 30 Min 5 dives. After that the watch went funny. It was difficult to navigate the watch via screen or push buttons. I then did a soft rest and the watch went blank. Tried the charger, holding reset again, pushing all button at the same time, etc. Nothing works. An Eur 800 watch which lasted about 2.5 Months. Now dead.First time this ever happened to a Suunto watch. Been using Suunto since the Ambit.
Going through this thread, it it clear that this is not an isolate case. It seems certain Suunto Verticals have issues with water.
Once returning from our vacation, there is no option left other then opening a repair ticket and sending it back to Suunto.
Regards
Norbert
