Unable to connect / sync vertical with suunto app since last update

[Robberto22]

Thanks everyone for describing this problem so clearly. So @mats make it ‘at least 6’. Unfortunately nothing seems to solve the problem, not even disconnecting and restarting everything including a soft reset on the Vertical.

Until the firmware update never had any trouble synchronising. After the update I managed to upload a relatively short activity still on Saturday albeit with problems (a restart of the Vertical necessary). A long activity on Sunday keeps stuck in synchronisation for ever, even though small bits of information seem to pass through sometimes (such as actual time after Vertical restart). So @Mats theory of data packets loss seems plausible.

My vertical has the same characteristics as @ortles. The watch is completely useless without synchronisation so this really needs attention from the Suunto technical department.

[ortles]

@Robberto22

The problem with my watch persists as well.

Todays activity (3h) could not be synced, even though I unpaired on mobile (remove watch in BT menue) and on watch. Even doing that + switching off mobile and watch (sleep mode) didn‘t help.

From time to time I am successful, but it does not follow a clear pattern.

I have sent a log to sunnto and will share this with @Brad_Olwin. I think the more people write here and sent logs / share them the more likely it is that suunto can bring a fix in the near future (which we desperately need).

My suggestion would be to return to the old firmware concerning that point. Connection then was flawless and the minimal upgrade in speed insn‘t worth all the trouble.

[Jophusarian]

@Mats-Djupsjöbacka I decided not to do the factory reset as of yet, I have emailed Suunto hoping to get a response from them, I will post any outcome from this.

[Polo V]

Hi everyone,

I reached Suunto team because of the same issue.

I copy/paste the following procedure sended by Suunto.
For me it solve the issue for the moment, I will perform another long activity today to be sure
I hope it will help.

“Thank you for your email and I am really sorry for that the Issue Is still persist be assured I will help you with the new steps please follow the same and let me know I am here to assist you.

unpair watch : in Suunto application, in iPhone, and don’t forget to remove connection in Watch settings/connectivity.
Uninstall app.
shut down and restart iPhone.
stop the watch (settings/general/stop watch) - it’s not reset.
start watch (long press upper button)
Re-install app.
Connect watch again.
Best regards,
Marshal
Suunto Support Team
#AdventureStartsHere”

[Suzanne]

Re: Unable to connect / sync vertical with suunto app since last update

@Brad_Olwin
I’ve been experiencing a similar problem with my Suunto Race. I’m on a Iphone 13 pro with IOS 17.4.1, SA Version 2.33.0 (14525), Suunto Race updated to 2.33.12, Model 0W224, Hardware 0827C1. After autoupdate my watch wouldn’t sync anymore with the app.

Tried all the described steps - unpair, repair, soft reset hard reset but nothing seems to work. I even tried connecting to an android phone.

After repairing the watch connects, begins sync and than after about 30 percent looses connection.

I’ve send my log files over at 10:41 UTC +2 Paris time.

[Tieutieu]

@Paul-Antoine-Vignau that’s the procedure that @Brad_Olwin and I have recommended here.
I also had one or two times sync issues.
Following this procedure has always solved.

[Robberto22]

@Paul-Antoine-Vignau
Hi Paul-Antoine,
Thanks for sharing this. I (once again) performed this complete list of steps. With some hope since before I did not reinstall the app. Unfortunately nothing changed except for the fact that now the app seems to think to need to synchronise 5 activities (should be only 1). But it still does not succeed to synchronise only one.

Did this list work for you @ortles @Mats-Djupsjöbacka ?

[satom]

@Suzanne-Daas
I’m having exactly the same problem with my Suunto Race and iPhone 14 Pro. After the latest firmware update, my watch no longer syncs with the app. I tried the steps suggested by Paul-Antoine Vignau but without success. I tracked a long hike on Saturday (6+ hours)… maybe is that a problem. I hope samone on the Suunto side is reading this.

[cosme.costa]

@satom said in Unable to connect / sync vertical with suunto app since last update:

@Suzanne-Daas
I’m having exactly the same problem with my Suunto Race and iPhone 14 Pro. After the latest firmware update, my watch no longer syncs with the app. I tried the steps suggested by Paul-Antoine Vignau but without success. I tracked a long hike on Saturday (6+ hours)… maybe is that a problem. I hope samone on the Suunto side is reading this.

I have read in the Spanish Forum that there is an issue in the Suunto App, they are working on it.

[Suzanne]

@Paul-Antoine-Vignau tried this and this didn’t work for me.

[Mats Djupsjöbacka]

@Paul-Antoine-Vignau
I have done all this before but I tried again exactly according to the list but still no sync and still a useless watch. Now we are three (@satom, @Suzanne, and I) that have tried Suuntos’s advice, so clearly is useless - Suunto’s answer resembles standard advice whenever people have sync problems, but for this problem, we need serious attention from Suunto.

[ggrego]

@Mats-Djupsjöbacka pour moi c’était pareil j’ai même supprimé mon compte suunto et sa fonctionnait pas cet en supprimant mes guides suunto que le problème a été résolu mais à chaque fois que j ajoute un guides ma montre se synchronise et après tout s arrête

[ortles]

@Paul-Antoine-Vignau
Thanks for sharing!

I followed everything thoroughly step by step, but for me it still doesn’t work and I was still unable to sync yesterday’s activity. The process starts 3 or 4 times, but is always interrupted then.

So you can count me in @Mats-Djupsjöbacka

For today‘s activity I used my old ambit, as vertical without sync is not usable.

Hope that someone from suunto reads this. It would be good to have the information whether they have noticed that since the update there is a massive problem for some users which cannot be solved by standard procedures.

[ortles]

@Mats-Djupsjöbacka said in Unable to connect / sync vertical with suunto app since last update:
(…) but for this problem, we need serious attention from Suunto.

Yes, indeed, that’s the core message!

There’s something wrong with the update, there cannot be any doubts about that at that point.

[ortles]

@ggrego I don‘t use any suunto guides, so in my case the problem cannot be related to suunto guides.

[Mats Djupsjöbacka]

@ggrego Like @ortles I don’t use any Suunto guides, so the problem seems not related to that

[Charles]

Hi guys, same problem for me … I am unable to sync any new activities with the phone.
Could you give the contact form to adress a complait to Suunto ?
Cheers
(I’m quite upset, paying 450€ and having a useless watch).

[Mats Djupsjöbacka]

@Charles I have tried the support chat at Suunto’s support page, but that was useless (bots or people giving standard/template advice). I haven’t found any support e-mail or support ticket system on Suunto’s web page. However, they say that we can contact them on Facebook or X. Thus, I have posted a few comments on their Facebook page to alert them. Please do so and include the link to this thread.
@Brad_Olwin, as forum moderator, do you know of any other way to send bug reports to Suunto?

[Matze]

Same problems with Suunto Race and Suunto App running on iPhone :(. Very upsetting.

Already went through all the steps. Nothing worked.

[Polo V]

I have the same issue despite the procedure given.
For a reason i ignore i can upload my activities after unpair and pair the watch several times including switch on/off the phone and install/uninstall the app.
But it can’t be the solution each time, it is very annoying.
Hoping for a quick bug fix from Suunto