Unable to connect / sync vertical with suunto app since last update
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@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.
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@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.
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@ggrego I don‘t use any suunto guides, so in my case the problem cannot be related to suunto guides.
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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). -
@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? -
M Mff73 referenced this topic on
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Same problems with Suunto Race and Suunto App running on iPhone :(. Very upsetting.
Already went through all the steps. Nothing worked.
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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
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@Mats-Djupsjöbacka said in Unable to connect / sync vertical with suunto app since last update:
@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.
I would do so, but I am not on facebook or X.
There is no way to get into contact with suunto except the chat which is not helpful in this case as it offers only standard solutions for standard problems (thanks for testing out!).
Some people in this forum work as testers for suunto and have the opportunity to send a bug report. @Brad_Olwin has said he would do so. Right now he seems to be off the forum but I think he will do so when he’s back. I think this would be really helpful.
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@Brad_Olwin said in Unable to connect / sync vertical with suunto app since last update:
@ortles I am in the US so that is why responses may differ between in time. You can send logs to Suunto from the app within 24h after an issue from the settings page. Send me. PM with the date and time logs sent, I need the date since we are in very different time zones and today might be different for me and you. Also include the email you use to log into SA. If possible, the time the sync did not work. I will file a bug report. This goes for anyone having this problem. I will keep you updated. In my opinion if firmware related needs immediate fix.
You can send logs to suunto and give him information about that. Maybe that is helpful.
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I just reached out to Suunto support via the chat window on their side. The support suggested to sent the watch to Suunto to have it checked by a technician, using this portal:
https://repair.suunto.com/CustomerPortal/RepairCustomerPortal
That is not really an option being without a watch for a longer time period (several weeks?). I really hope we can find another solution.
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@Matze said in Unable to connect / sync vertical with suunto app since last update:
I just reached out to Suunto support via the chat window on their side. The support suggested to sent the watch to Suunto to have it checked by a technician, using this portal:
https://repair.suunto.com/CustomerPortal/RepairCustomerPortal
That is not really an option being without a watch for a longer time period (several weeks?). I really hope we can find another solution.
I agree with you!
To me it‘s very unlikely that sending the watch in will solve the problem as this is not a hardware but a firmware problem.
In the end they‘ll probably do a hard reset, after that they‘ll send the watch back to you because the watch seems to works then. But after recording the first longer activity, the problems are back again (me and others have tested this out already).
So I think sending the watch in would be a waste of time. A general solution is needed, firmware has to be fixed.
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@ortles said in Unable to connect / sync vertical with suunto app since last update:
So I think sending the watch in would be a waste of time. A general solution is needed, firmware has to be fixed.
Agree, there are no indications of a hardware problem. I’ve unpaired and paired my watch at least 15 times and that has always worked fine, so BT works. It is also very unlikely that so many watches suddenly developed a hardware fault that coincided with the firmware update.
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@ortles i just copy pasted 3 times a comment on suunto facebook page, asking that they take a look at this thread…
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@ortles said in Unable to connect / sync vertical with suunto app since last update:
So I think sending the watch in would be a waste of time. A general solution is needed, firmware has to be fixed.
I made one more try with Suunto support chat. After convincing the person (or bot?) that I/we have tried all possible ways to get sync working I got this answer:
I’m sorry this happened, but this is an ongoing technical issue with the app that most of our customers have reported, but don’t worry, our team found a technical issue with this app, you will slowly be able to see all your activities.
I tried to get info on the estimated time for a fix but got only nonsense answers, so the bot/person at support had no clue.
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@Mats-Djupsjöbacka Thanks for the time you spent on getting this answer … hope they are really working on it !
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Very interesting, thanks for sharing!
If it would be the app, everybody should experience problems, I think.
I am not a technician, but this seems illogical to me.
Anyway, it would be helpful, if suunto would give information, whether they have noticed that there’s a problem and when we can expect it to be fixed. It‘s their responsibility to sell working products and not to release updates that make them inusable.
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@ortles after having these issues my watch has just this moment connected & all of my activities are now on the app, not sure if Suunto have sorted the problem??
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@Jophusarian Nope, still not working for me …
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@Charles said in Unable to connect / sync vertical with suunto app since last update:
@Jophusarian Nope, still not working for me …
Same for me, started the whole process of uninstalling / re-installing app etc. again, but still without success.
