Suunto Race screen stays black - soft reset required

Olaf Gottschalk

@Dimitrios-Kanellopoulos well, it did not fix the step counter freeze issue.

Today, with new firmware, this is the second time after a few hours that I realize I made only 3 steps… Sucks.

Need to restart the device to reactivate the step counter.

And the crappy support had just answered my the new firmware would fix the issue - a bold lie. I presume they simply answered to everyone with bugs that the new firmware will fix it regardless of the error.
I really am disappointed to a huge extend by now.

tiago

@Olaf-Gottschalk well,in my opinion every single complaint you share here, with bugs and crashes, it’s clear doesn’t affect everyone,I don’t have crashes, differences between CTL ATL and TSS in whach and app, problems with step counter,and many others don’t experience that too,so i don’t understand why you don’t send the unit to Suunto, it’s clearly defective. If it was with me,I send it.

Tieutieu

@tiago I wouldn’t bet that the watch itself is defective. It’s probably a software issue that @Olaf-Gottschalk would also have with a watch that works « perfectly » for someone else !
If it still an issue and that suunto can isolate it and fix it, they will.

But, considering the large amount of issues that you @Olaf-Gottschalk have with your race, support should already have proposed to send your watch for checking ? You should probably go for it as your watch is under warranty.

Most software bugs come from somewhere, and it is almost always linked to particular use combinations. It can be using a function after having pressed buttons in a specific order.
That’s why it is sometimes very hard to isolate.
I don’t speak specifically for suunto’s software but software in general.
When you add to that the differences of perception from a user to another (one will speak about a catastrophic issue while the other won’t even notice), you have the perfect developer’s life description when talking about « bug free » : if it was simple it would have been done already !

sartoric

@Olaf-Gottschalk
Well, you really sound like a 90% happy customer, as you said.

Egika

@Olaf-Gottschalk said in Suunto Race screen stays black - soft reset required:

And the crappy support had just answered my the new firmware would fix the issue - a bold lie. I presume they simply answered to everyone with bugs that the new firmware will fix it regardless of the error.

No. Not a lie at all. There has been significant dealing with the blocked step counter in the last week’s before releasing the update. It looked like all was fixed. Now it seems your case is an exception… This can be dealt with if you help by sending logs after it got stuck and let Dimi or me know your account details in PM.
I does not help though if you accuse someone of lying.

Thx

Olaf Gottschalk

@Egika good point. How can I access the logs? Nobody ever asked me to and explained that this is possible even though I asked support when I had the crash…

Olaf Gottschalk

@Egika next time I would like to show it in a video, I forgot this morning… Who would need this as a visual proof that something is wrong with the step counter?

And can you explain why steps & calories are stuck then? What do calories on this page even mean? I mean my body burns calories as time progresses even when sitting still.

Is calories here just another way to say how many calories the counted steps account for? So steps stuck = calories stuck?

Dimitrios Kanellopoulos

@Olaf-Gottschalk please I asked for logs when this happens. Send logs to Suunto via the app - profike - settings - send logs to Suunto. Then pass me on the chat your email for the Suunto app.

Olaf Gottschalk

@Dimitrios-Kanellopoulos must have missed that, sorry. What I was referring to was my contact to Suunto support via mail. Nobody ever requested logs there.

Dimitrios Kanellopoulos

@Olaf-Gottschalk no worries. I was also like: Where did I reply about this?

I can check the logs and pass them to the developers and see if we have a workarround for the time being (so this does not happen to you) or even if its HW related

Egika

@Olaf-Gottschalk said in Suunto Race screen stays black - soft reset required:

@Egika next time I would like to show it in a video, I forgot this morning… Who would need this as a visual proof that something is wrong with the step counter?

And can you explain why steps & calories are stuck then? What do calories on this page even mean? I mean my body burns calories as time progresses even when sitting still.

Is calories here just another way to say how many calories the counted steps account for? So steps stuck = calories stuck?

No need for visual proof. Just sending logs (like Dimi explained above) will be very helpful.
I have no idea why the step counter can become stuck - just know that it has been dealt with recently.

The calorie counter actually is showing both: active and metabolic calories. The big number in the widget is active calories from your activities, the small total number below is including you sitting still and just breathing. read here: https://www.suunto.com/de-de/Support/Produktsupport/suunto_vertical/suunto_vertical/widgets/schritte-und-kalorien/

Don’t know if and how metabolic calories are connected to the step counter anyway…

Olaf Gottschalk

@Egika thanks!

Well, the metabolic calories should then count upwards with time, right?
When I had the step counter locked, it always also locked the calorie counter. It stayed at 0 calories for more than 2 hours…

Looking at the widget:
It shows steps on top with a bar in blue then calories in yellow and right below the big calorie number there’s a gray “Total…” in small print and a bigger number.
Is the big one related to activity and the small one to total including metabolic calories? So the small, total number should start with 0 at midnight and go up with time independent of any activity, right?

Egika

@Olaf-Gottschalk try reading and understanding the information from the link: https://www.suunto.com/de-de/Support/Produktsupport/suunto_vertical/suunto_vertical/widgets/schritte-und-kalorien/

Olaf Gottschalk

@Egika thanks for the link.
I think there is a logical flaw in the picture and description though.

The text says that the total displayed INCLUDES the calories through activity, but the image shows a much smaller total than the active calories right above it… Either the watch screenshot is wrong or the text… I am sorry for being so picky…

Egika

@Olaf-Gottschalk haha, right

Olaf Gottschalk

@Dimitrios-Kanellopoulos said in Suunto Race screen stays black - soft reset required:

@Olaf-Gottschalk please I asked for logs when this happens. Send logs to Suunto via the app - profike - settings - send logs to Suunto. Then pass me on the chat your email for the Suunto app.

Hi Dimitrios,
Being in contact with Suunto support via ticket as well, as I said - now they tell me to send in the Race without ever having asked for logs.
I find this extremely unnecessary as this clearly is a software issue and not a hardware one.
Plus, they simply say: send it in.
But I need a sports watch every day. So I must - if I want to send this in - buy a brand new one only to return this afterwards… Doesn’t seem to be ecological friendly…
Isn’t there a better solution to help customers have a “zero downtime” service?

But as I said: I truly doubt this being HW related…

Cheers!

the_ultraman

@Olaf-Gottschalk same bug on me

the_ultraman

@Olaf-Gottschalk I have the same problem in version 2.30.38. Is there a solution?

the_ultraman

@Olaf-Gottschalk I have the same problem. I gave my watch back to Suunto Cyprus and they said they sent it to Finland. I haven’t had a watch for about a month. I don’t know how much longer to wait. How did you solve this problem?

Luis Andés Olmedo

@the_ultraman said in Suunto Race screen stays black - soft reset required:

@Olaf-Gottschalk I have the same problem. I gave my watch back to Suunto Cyprus and they said they sent it to Finland. I haven’t had a watch for about a month. I don’t know how much longer to wait. How did you solve this problem?

One month! Some things work very badly at suunto