[solved] Reboot during activities
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@inkognito From what I experienced myself and from the other users, I think each one has faced a different “pattern”, so various that there can’t be a single pattern for these reboots
For me it’s nearly always at the beginning of a running exercise (only once at the beginning of a cycling exercise). At first I noticed that the hear rate didn’t show up on the watch face before the reboot, so I thought it had something to do with the HRM (I use the watch’s HRM), and I always waited for the hear rate to appear at the beginning of the activities to be sure there wouldn’t be a reboot. Then later I found out that sometimes the heart rate also showed up before some reboots, and I don’t know what is the pattern of those reboots anymore
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@chargerunner said in Reboot during activities:
@Reiner Glad to hear it @Reiner . How long has it been since you downgraded? I would wait at least one week before being a bit more sure about the issue not coming back
After the hard reset (still not downgraded), my watch went on for one week without error before the crash came back…No more crashes after downgrading to previous firmware since 10 days - 5 “running” workouts. Before it crashed on every workout 1-2 times. Unusable.
It looks like the right decision.The “process” and suunto statements for a quick solution are not satisfying. -
@Reiner It’s encouraging. Could you keep us updated after maybe 10 more days?
I didn’t downgrade my watch. It went through a hard reset, imposed by Suunto Link, and still stays with the latest software version. It’s been more than 3 weeks since the hard reset now, and the crash happened already 3 times. The encouraging sign is that it didn’t crash as often as before the hard reset, and also didn’t crash during the last 10 days. I think in the end I will also downgrade the software as you did.
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@chargerunner I’ve also downgraded the version from 2.23.20 -> v2.20.30.682 cause that bug and lack of reaction from Suunto are pissing me off. When I reported the bug on live chat they told me to hard reset and if it is not working then send the watch to the service
Will let you know after week or two if its okay. -
@fecek
just as a general reminder. Suunto does not seem to be inactive. @isazi has sent us a message about that.
I don’t have crashes fortunately (and unfortunately).
if you do have crashes and some patience, before you downgrade it would be helpful in long term for all to get in touch with @isaziliving sideways
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@freeheeler no disrespect meant to anyone but I’d rather have an official statement from suunto for reassurance. Comes across as sly if I’m completely honest.
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@ADHDMonkey
I know what you mean. Suunto does not comment on issues, improvements or roadmaps.
my observation is that the issue came up slowly. at first only one or two users reported crashes and now reports are becoming more frequent.
it still seems to be a rare case and Suunto can only investigate with feedback and reports. let’s hope it gets solved, soon
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@freeheeler
I’m sure there are still a large number of other affected users. Very most of them are not registrated here in Suunto forum.
They will probertly contact official support, when i read supports answer “send the watch to the service” oh no… The distribution of the buggy firmware has not been stopped until today. -
@Reiner To be honest, if I’m told to return my watch to Suunto for something that is almost certainly a firmware issue then I’m probably done with Suunto. Likewise if they don’t/can’t fix the firmware. Can’t keep going out and not knowing if it will work or not.
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@ADHDMonkey my guess is that it’s affecting very few watches to warrant an official statement. Since we asked for info to affected users we’ve got less than 20 responses, and this includes this forum, various Facebook groups, and national communities.
Watch: Suunto Vertical Ti
Blog: isazi's home
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@SimonHumm said in Reboot during activities:
@Reiner To be honest, if I’m told to return my watch to Suunto for something that is almost certainly a firmware issue then I’m probably done with Suunto. Likewise if they don’t/can’t fix the firmware. Can’t keep going out and not knowing if it will work or not.
From the fact that issues started happening with a certain FW version, you cannot conclude that it is not HW or accessory related. This is why sending in a watch will not necessarily be useless.
But as I understand, this is a super rare issue and this is why it is not easy to get to the root of it.
Forum reports are of course super biased and are not representing all users.
Let’s help Suunto gather the necessary data of the circumstances of this issue.
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@Egika Just two notes:
There are multiple people who complained about this on reddit as well… Both S9 and S9P users. One even claims, that they sent the watch to service and they changed the core… It did not help…My feeling is, that not everyone is as crazy as we here. Normal user probably does not record one (or even multiple) activities daily. Therefore, even if they had the same issue, it would probably happen like once or twice since the firmware update (given the fact that I have problems in like 10% of cases). In such a case, I personally wouldn’t seek support yet as I wouldn’t be annoyed enough
SV: fingers crossed :D
S9 (non-baro): died after 2 months, replaced, holding strong since 03/20
Spartan Trainer: casing broke after 23 months, repaired, lost watertightness 5 months later, died
Despite some pretty bad luck, I still love Suunto! -
@inkognito that’s why we forwarded logs to Suunto devs, and are collecting statistics for Suunto, so that they can assess the root cause. I hope in a fix soon.
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@inkognito yes, I am with you.
As isazi stated, Suunto is aware and is currently collecting information regarding this issue from various channels (not only here).My point was that there is no certainty it is not a HW or accessory issue. Suunto support asking for sending in a watch can make sense.
t6, S6, Elementum Terra, Ambit 3 Sapphire, Spartan Ultra Copper, Traverse Alpha, S7 Graphite LE, S9B Ambassador, S9P Granite Blue Titanium, S9PP Titanium Sand, Vertical All Black, Race Titanium Charcoal,
Race S All Black - TI Canary - Titanium Courtney -
Unfortunately Suuntos core value „reliability“ is on fire.
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@mountainChris said in Reboot during activities:
Unfortunately Suuntos core value „reliability“ is on fire.
don’t worry, let’s blame competitors, if they don’t use dual band gps nor map, suunto still remain the top sport watch
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@freeheeler I really appreciate @isazi good will and work on this but the lack of an official statement from Suunto after 30 days that they are at least investigating the issue is something I cannot agree with. Suunto 9 Baro isn’t cheap equipment at least from my perspective.
Yes, I know bugs can happen even in Boeings software.
Let me visualize my point of view:
Over the last month, I’ve lost 6 training sessions due to this bug.
My company is running a monthly competition on strava for its employees. The rule is: Who burns the most calories in a given month is granted a $75 voucher which can be used to buy sports products or donate to charity.
Last month I lost that competition to a co-worker by the difference of 2054kcal - which I am pretty sure I would burn during those bugged training sessions. -
@Egika In my work, when you deploy a new version of software and things start to happen that weren’t, the first suspicion is the software, so applying a rollback and verifying that the problem goes away is very important to isolate the cause. It’s quick and easy to test (some users have downgraded software to previous one and are free of reboots in the last 10 days).
Here the problem is that a new error has appeared in two watch models (I’ve suffered in S9P two times from december), very localized in time after a deployment of new software and, apparently, the measures taken by Suunto are not fast. This can lead many customers to frustration and loss of trust in the brand if there is a problem and it takes months to solve it.
In this competitive market, with strong competitors, trust is key.
We’ll see how the solution develops and if Suunto demonstrates fast develop capabilty, even more with new devices in sight that will need trust in the brand. -
@isazi there’s about 20 people on this forum alone having this issue. Official customer support does not even acknowledge the issue exists.
Since we’re guessing, my guess is that a lack of official statement is just Suunto trying to cover their backsides rather than face up and own this.
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@ADHDMonkey Suunto is not attempting to cover up. While we do not know the details Suunto does know this is occurring and is working on it. Unfortunately, this did not come up in testing. I have no idea about the root cause(s) or what progress has been made. The decision to notify customers is not a decision either we or developers can make. There has been significant discussion of this issue among the testers and all we know is that Suunto knows. I have downgraded a 9Peak to production firmware but have yet to experience a crash.
