[solved] Reboot during activities
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@dulko79 the problem is that suunto don’t even officially acknowledge the problem and fob you off. Instead they “communicate” through unofficial channels to cover their backsides (if things don’t work out or get worse you can’t hold anyone to account
).They even hide/block comments on IG! I did come across an interesting account on Instagram recently: suunto_bugs. Looks like a frustrated member of this forum!
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@dulko79 I agree mostly with the first half of this comment. When contacting support the issue should be acknowledged, even with all the caveat and limitations that there may be (root cause unclear; only a certain number of people affected; etc). And this should be addressed.
I don’t however fully get the second half; it’s not the amount of complaints from the same users that drives action from a company; it’s the number of users affected that contact them
So by all means contacting Suunto if you have the problem makes all the sense in the world; by all means contacting them again if you have additional data to share that could help pinpoint the issue and fix it (for instance, if downgrading the firmware - which is an option for both Suunto 9 Baro and Suunto 9 Peak - stops the behaviour; or if some new patterns emerge for you with the bug). Otherwise contacting them repeatedly doesn’t achieve much.
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Hey guys. We are here moderators not support.
While we can report issues to the internal helpdesk issue, support is the right channel for this.
Support can understand the criticality of the issue and then delegate correctly the task
Creating here a discussion wont help nor will creating IG channels etc.
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@cosme-costa said in Reboot during activities:
@zhang965 Behind your school or mine?
PS: Don’t worry I’ll let you win.don’t forget to start the MMA activity on your suunto
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@Spree Well, I meant you have several ways how to reach out to Suunto for support. When you open a case, you track it to the solution through a communication channel you have chosen.
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@ADHDMonkey What do you mean communicate through unofficial channels? I still think the best way is to go directly to Suunto support. Based on the quality of support companies keep or loose customers. Talking about Suunto not acknowledging the problem is difficult. You do not know how many watches are affected by the problem. Companies have plans/strategies for all kinds scenarios, they change faulty products, software updates, they ignore the problem etc…
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If you contact suunto direct they play dumb, as if it’s not a known bug affecting multiple users. They’ll talk you through reset and then suggest you send in your watch when nothing improves.
Meanwhile on here we are being told that things are supposedly moving behind the scenes, but it’s not an official rep saying that, so, quite frankly, means almost nothing (I base this opinion on past experience regarding other known bugs in previous releases). We’re advised here to downgrade the FW, but that’s not an officially endorsed Suunto procedure; if your watch gets bricked, you’re on your own. You take all the risk.
That’s what I mean.
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@ADHDMonkey said in Reboot during activities:
dulko79
If you contact suunto direct they play dumb,as if it’s not a known bug affecting multiple users. They’ll talk you through reset and then suggest you send in your watch when nothing improves.
Meanwhile on here we are being told that things are supposedly moving behind the scenes, but it’s not an official rep saying that, so, quite frankly, means almost nothing (I base this opinion on past experience regarding other known bugs in previous releases). We’re advised here to downgrade the FW, but that’s not an officially acknowledged Suunto procedure; if your watch gets bricked, you’re on your own. You take all the risk.
That’s what I mean.
Well, I’m not agree with you,
If they can find some one who cannot figure out the difference between s9p and s9pp, or someone reads II as “eye eye” to test their products…
Maybe they really don’t know this bug…
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I really didn’t want to add more than what has already been said, but Suunto really needs to play this one VERY carefully because a lot of their customers (including myself) are still using the Suunto 9 Baro. In my opinion Suunto just hasn’t produced/released anything to date that makes me want to replace the 9 Baro with their “new” devices. To me, the Suunto 9 Baro is still Suunto’s flagship device. In other words, if they loose their Suunto 9 Baro users I think that’ll be a big problem. To be fair the reset and 40 minute GPS reconnect has only happened to me once. However every time I walk out of my door with it I’m worried it may happen again. Thankfully I also have a FR945 to record with. It’s safe to say if there’s no official statement on this I’ll be moving on. I mean what else am I supposed to do?
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@TyreseJ4 said in Reboot during activities:
I mean what else am I supposed to do?
Buy a s9pp, it doesn’t have problem so far.
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Well, what an improvement, you can find the delete button, now we can show you to recognize correct product.
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@zhang965 Sorry but I’m not interested. I think you can find better for your money.
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@TyreseJ4 said in Reboot during activities:
@zhang965 Sorry but I’m not interested. I think you can find better for your money.
Don’t be so extreme, I had S9B as well,
Unlike S9, s9pp is a well refined product, I think it will work fine at least 8 months with current firmware. -
@isazi I sent my logs after a reboot (once I did a hard reset). I’ve had no feedback so far. If you need more info, let me know…
Do you think I should contact support ? -
@glaucidium-passerinum Yes, you should contact the support and provide the log ID but be prepared that the response you get is to try hard reset (does not fix anything) or send the watch to the service. Sending logs most probably means nothing (at first I also taught it is just enough to send the logs).
I recommend downgrading to the previous version. For me, 6 days have passed and so far so good - no reset (that’s 12 training sessions with GPS active).
or
sell the watch. -
@fecek
@glaucidium-passerinum
this is what I understand:
sending logs means a lot actually. with the correct failure description, time logs sent, account name and time crash happened, it is the best information developers can get to look into what might cause the crash. -
This is probably my last post on this forum as I am switching to a passive mode.
I really do not want to argue with you guys as I’ve already spent too much time and energy investigating the issue, reporting it via “official” channels (also unofficialy here), and other than that due to a bug I’ve lost 75$ that I would donate to an animal care organization.@sartoric said in Reboot during activities:
@fecek said in Reboot during activities:
moderator should not be a middleman between Suunto “secret” society of suunto testers and devs.
@fecek said in Reboot during activities:
I would ensure the customer that we are at least investigating.
Just to avoid misunderstanding, it should be remembered that this is a community forum with no “official” relation with Suunto HO or support.
That said, some moderators are testers too, so they helps reporting issues that people expose here and they may know if some bug has already been reported.
Being a tester for a company makes you officially related because you are bound by an employment contract. At least if you speak of real-deal testers. Your argument seems invalid.
So once a bug is reported (by one of the testers) “we” know that Suunto is working on it, it’s somehow implicit.
It’s not a masonic lodge
Please define “we” in your sentence I don’t know if you mean a tester, community mod, mod-tester, these forum users, someone from the masonic lodge, or a pope
If you ask me I know nothing (call me Jon Snow).Then is up to Suunto, based on testing done, to communicate what’s going on. But as you probably know, as a project manager, this is not as easy as it seems.
Well from my experience as a project manager, it is EASIER than it seems, once you have defined a bug in the internal tracking system you respond to the customer that you are investigating and ask for details on how to recreate a bug. Suunto has many social media channels available to communicate anything:
Maybe the impacted units are few (of course many of it are here in the forum because it is seen as a sort of point of contact, even if “officially” it’s not) maybe they are still uncertain of the cause so they prefer to further investigate … we don’t know.
You can get shadowbanned on social media and reporting it there might be hidden from other users.
Some people are going to be critical of Suunto for their approach to Ukraine-Russia war (well since 2019 Suunto is owned by a Chinese capital group).
Others will be critical for lack of an official statement when the software fails but remember there will be always people and employees who defend the company no matter what and no matter the cost.Bye!
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@freeheeler said in Reboot during activities:
@fecek
@glaucidium-passerinum
this is what I understand:
sending logs means a lot actually. with the correct failure description, time logs sent, account name and time crash happened, it is the best information developers can get to look into what might cause the crash.Invalid logic. You cannot provide any description when sending the logs using the Suuntolink app.
You can provide a “correct failure description” only via contact with customer support.
So you need to do two actions:- Send logs, save the ID
- Contact support and provide failure description.
Above actions can be interchangeable.
Bye
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@fecek said in Reboot during activities:
This is probably my last post on this forum as I am switching to a passive mode.
I really do not want to argue with you guys as I’ve already spent too much time and energy investigating the issue, reporting it via “official” channels (also unofficialy here), and other than that due to a bug I’ve lost 75$ that I would donate to an animal care organization.Being a tester for a company makes you officially related because you are bound by an employment contract. At least if you speak of real-deal testers. Your argument seems invalid.
So once a bug is reported (by one of the testers) “we” know that Suunto is working on it, it’s somehow implicit.
Bye!
The testers are not paid so there is no employment contract and they are not employees. We sign an NDA and that is all. Second, we are testers only, we can certainly provide opinions and send bug reports but we have no say in prioritizing fixes to those bugs or other information. We only know if a bug has been acknowledged officially, that is it.
So you seem to think we know so much more than we do. All of our time here is voluntary as we try to help. Reporting via official channels is important as we do not provide numbers of affected users.