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

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  • O Offline
    ortles Silver Members @Charles
    last edited by 4 Apr 2024, 09:39

    @Charles Thanks a lot, great that you shared that in detail so we can all get a good idea of what’s going on 👍

    It seems that they have noticed that there’s a problem with the update (and not with the app or the phone - thanks for clarifying!) and they are working on it. When we are lucky a solution for this annoying problem is not too far away (solution could be just to go back to the old status before the update as far as sync is concerned!).

    Keep us posted, thanks a lot again!

    1 Reply Last reply Reply Quote 1
    • M Offline
      Mats Djupsjöbacka Bronze Member @Charles
      last edited by 4 Apr 2024, 10:00

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

      I’ve had a chat with what appears to be a real human on the Suunto chat support.
      …
      Suunto Support :
      Okay well will it be fine if I contact you via your email regarding this issue as this is happening with alot of our customers and will have to investigate this issue further.

      Thanks a lot for the info!
      This could well be a bot, but the apparent stupidity of some of the follow-up questions, given that support claims to know there is a sync issue for ‘a lot of users’, suggests a human. At least it/he/she promises to get back on mail, that’s more than they offered me.

      C 1 Reply Last reply 4 Apr 2024, 10:10 Reply Quote 0
      • C Offline
        Charles Bronze Member @Mats Djupsjöbacka
        last edited by 4 Apr 2024, 10:10

        @Mats-Djupsjöbacka
        It really felt like a human interraction … However IA are so good these days that I can’t be sure.

        The follow up by email is quite disappointing, I received this

        Dear Suunto Customer,
        Thank you for your recent contact to our support team. We are now closing your support case.
        Your feedback is important for us. Please take a moment and reply to a short survey on how we were able to help you.
        Best regards and exciting adventures! Suunto Support Team

        the " we are closing your support case" part suggest that they considered my complaint as a case closed don’t you think ?

        O M 2 Replies Last reply 4 Apr 2024, 10:31 Reply Quote 1
        • O Offline
          ortles Silver Members @Charles
          last edited by ortles 4 Apr 2024, 10:31 4 Apr 2024, 10:31

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

          @Mats-Djupsjöbacka
          It really felt like a human interraction … However IA are so good these days that I can’t be sure.

          The follow up by email is quite disappointing, I received this

          Dear Suunto Customer,
          Thank you for your recent contact to our support team. We are now closing your support case.
          Your feedback is important for us. Please take a moment and reply to a short survey on how we were able to help you.
          Best regards and exciting adventures! Suunto Support Team

          Yes, indeed, this doesn‘t make any sense at all and as an ‚answer‘ is disappointing.

          What I don’t understand is why there is no official information? Why can‘t anybody from suunto give a short information here to clarify everything?

          It‘s not our fault that the update basically destroyed our watches.

          A good communication can be seen as part of a good marketing strategy…

          1 Reply Last reply Reply Quote 2
          • M Offline
            Mats Djupsjöbacka Bronze Member @Charles
            last edited by 4 Apr 2024, 10:53

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

            The follow up by email is quite disappointing, I received this

            That is the default mail we get every time we are in contact with the support chat. Hopefully, you will receive some other mail. But this shows how [censored profanities] Suunto’s support is. If they were serious they would have a support ticket system so we could refer back to a particular support case. If you now get back to support and ask about the mail they promised you cannot refer to any support case, and they close the case without the issue being solved. No wonder Suunto has one of the lowest customer satisfaction ratings on Trustpilot I have ever seen.

            G 1 Reply Last reply 4 Apr 2024, 11:16 Reply Quote 1
            • G Offline
              gizmo @Mats Djupsjöbacka
              last edited by 4 Apr 2024, 11:16

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

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

              The follow up by email is quite disappointing, I received this

              That is the default mail we get every time we are in contact with the support chat. Hopefully, you will receive some other mail. But this shows how [censored profanities] Suunto’s support is. If they were serious they would have a support ticket system so we could refer back to a particular support case. If you now get back to support and ask about the mail they promised you cannot refer to any support case, and they close the case without the issue being solved. No wonder Suunto has one of the lowest customer satisfaction ratings on Trustpilot I have ever seen.

              It’s not so bad 😜

              674216a7-c4ba-4ce4-8bff-fed06ed4d0c7-image.png

              I have been using Garmin, Polar, Coros and Suunto watches for 20 years for running and cycling. I currently have Suunto Race.

              1 Reply Last reply Reply Quote 1
              • N Offline
                Niclas Brundell Bronze Member
                last edited by 5 Apr 2024, 04:45

                I’ve had this issue since the update. One thing I’ve noticed is that the two activities that I did outside of cell service synced to the app instantly. The ones I’ve done within cell service haven’t synced.

                M N 2 Replies Last reply 5 Apr 2024, 08:02 Reply Quote 1
                • M Offline
                  Mats Djupsjöbacka Bronze Member @Niclas Brundell
                  last edited by 5 Apr 2024, 08:02

                  I found a support mail address for Suunt on Reddit and got a swift reply, including a support ticket - kudos to Suunto!
                  For your information, I have included the mail conversations, there you also see the address to Suunto support.

                  1c7bb3bf-6aca-466c-a69e-f12d541be545-image.png

                  N 1 Reply Last reply 5 Apr 2024, 15:01 Reply Quote 2
                  • S satom referenced this topic on 5 Apr 2024, 08:35
                  • S Stefano M64 referenced this topic on 5 Apr 2024, 12:24
                  • N Offline
                    Niclas Brundell Bronze Member @Mats Djupsjöbacka
                    last edited by 5 Apr 2024, 15:01

                    @Mats-Djupsjöbacka clearly suunto support has no idea what they are doing. This is clearly a software issue seeing as everyone got it at the same time with the latest update. So sending the watch in for repair will do absolutely nothing except take a lot of watches away from people

                    1 Reply Last reply Reply Quote 0
                    • N Offline
                      Niclas Brundell Bronze Member @Niclas Brundell
                      last edited by 5 Apr 2024, 17:38

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

                      I’ve had this issue since the update. One thing I’ve noticed is that the two activities that I did outside of cell service synced to the app instantly. The ones I’ve done within cell service haven’t synced.

                      Just tried putting my phone in airplane node before i stopped the activity. WiFi and data off but Bluetooth on. The watch synced instantly with the app. So it seems like the issue is that the app tries to connect with suuntos servers and that blocks the ability to sync with the watch or something like that. Don’t know why. But turning off internet makes the watch and app sync like normal.

                      I would let suunto know. But they don’t have a public email and I can’t reach their chat support even though it is supposed to be open

                      M 1 Reply Last reply 6 Apr 2024, 13:19 Reply Quote 1
                      • S sartoric referenced this topic on 5 Apr 2024, 23:25
                      • M Offline
                        Mats Djupsjöbacka Bronze Member @Niclas Brundell
                        last edited by 6 Apr 2024, 13:19

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

                        Just tried putting my phone in airplane node before i stopped the activity. WiFi and data off but Bluetooth on. The watch synced instantly with the app. So it seems like the issue is that the app tries to connect with suuntos servers and that blocks the ability to sync with the watch or something like that. Don’t know why. But turning off internet makes the watch and app sync like normal.

                        I would let suunto know. But they don’t have a public email and I can’t reach their chat support even though it is supposed to be open

                        Thanks for the info, but no luck for me - no sync of long (>60 minutes) activities in airplane mode and just BT on. By the way, I reached Suunto support via the email support-en@suunto.com

                        N 1 Reply Last reply 6 Apr 2024, 13:32 Reply Quote 0
                        • N Offline
                          Niclas Brundell Bronze Member @Mats Djupsjöbacka
                          last edited by 6 Apr 2024, 13:32

                          @Mats-Djupsjöbacka weird. I’ve done a 1.5h a 2.5h activity out of cell service that synced instantly. But even hour long runs wing sync if I have cell service.

                          1 Reply Last reply Reply Quote 0
                          • D Offline
                            denis_barberot
                            last edited by 7 Apr 2024, 13:45

                            So now its 2 weeks off from suunto support. It’s clearly unacceptable !!!

                            If i do th esame in my job i’m revoke after 2 weeks.

                            So the issue is coming from the update did end of march and pushed by SUUNTO.

                            So for me the must give a new update in order to close the issue. I do not knoww in the world how many we are but it’s clearly a Suunto crash. In terms of profesionalism we reach the bottom.

                            So please can you keep up us posted here how we have to do except cash back the watch !!!

                            B 1 Reply Last reply 7 Apr 2024, 14:02 Reply Quote 0
                            • B Offline
                              Brad_Olwin Moderator @denis_barberot
                              last edited by 7 Apr 2024, 14:02

                              @denis_barberot This may be difficult to solve and implement. It is not affecting everyone. I have no issues whatsoever syncing nor do any of my friends using Suunto on Android or iOS. I know this is frustrating but an SA update (I believe this is an SA problem not watch problem) should be issued with a fix. Suunto is aware of the issue.

                              Vector/T6c/Ambit 3 Peak/S5 Copper/S3/S7 Ti/S9 baro Ti/S9P Ti/S9PP Ti/Vertical Ti/Race Ti/RaceS/Ocean/Wing

                              C M 2 Replies Last reply 7 Apr 2024, 17:01 Reply Quote 2
                              • C Offline
                                Charles Bronze Member @Brad_Olwin
                                last edited by 7 Apr 2024, 17:01

                                @Brad_Olwin
                                Thank you for the info.
                                However saying that not everyone is affected is kind of a lame argument. Even if a small proportion of user is affected, it does not mean suunto shouldn’t do every effort to correct it rapidly…
                                Suunto should at least communicate publicly to acknowledge that there in, in fact, a problem…
                                The most frustrating thing is not to have bought a non fonctionning 450€ watch but to have no idea when the bug will be fixed.

                                B 1 Reply Last reply 8 Apr 2024, 01:18 Reply Quote 3
                                • B Offline
                                  Brad_Olwin Moderator @Charles
                                  last edited by 8 Apr 2024, 01:18

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

                                  @Brad_Olwin
                                  Thank you for the info.
                                  However saying that not everyone is affected is kind of a lame argument. Even if a small proportion of user is affected, it does not mean suunto shouldn’t do every effort to correct it rapidly…
                                  Suunto should at least communicate publicly to acknowledge that there in, in fact, a problem…
                                  The most frustrating thing is not to have bought a non fonctionning 450€ watch but to have no idea when the bug will be fixed.

                                  It is not a lame argument. If the bug is affecting everyone it should be a straightforward fix. If only affecting some it can be quite difficult to figure out why and then implement a fix that does not cause further problems. I do not think Suunto is sitting on their hands here. There are some testers (although a minority) affected as well.

                                  Vector/T6c/Ambit 3 Peak/S5 Copper/S3/S7 Ti/S9 baro Ti/S9P Ti/S9PP Ti/Vertical Ti/Race Ti/RaceS/Ocean/Wing

                                  C 1 Reply Last reply 8 Apr 2024, 14:09 Reply Quote 0
                                  • M Offline
                                    Mats Djupsjöbacka Bronze Member @Brad_Olwin
                                    last edited by 8 Apr 2024, 09:07

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

                                    This may be difficult to solve and implement. It is not affecting everyone. I have no issues whatsoever syncing nor do any of my friends using Suunto on Android or iOS.

                                    Yes, I’m (we are) aware that this does not affect everyone - that’s obvious!
                                    Likewise, I understand that bugs can be difficult to fix.
                                    What I don’t understand is that Suunto does not give us clear information. As you see above I got different information from email support and support chat. I have not received any reply to my last mail to Suunto support (see above). This is most disappointing and frustrating.

                                    1 Reply Last reply Reply Quote 2
                                    • M Offline
                                      Matze Bronze Member
                                      last edited by Matze 4 Aug 2024, 09:20 8 Apr 2024, 09:17

                                      Hi all,

                                      over the weekend I did a hard reset of the watch, i.e. a factory reset via the watch settings menu. It is quite annoying, as I lost a couple of activities. Also you have to re-adjust your settings and re-program the customised sport modes and download the offline maps again.

                                      Nevertheless, the hard reset did it for me. Now I can sync the activities as usual. I used pre-defined sport modes as well as my own customised sport mode. Activities with both sport modes synched as expected.

                                      The SA is running on an iPhone and I haven’t done any changes w.r.t. the app.

                                      Maybe this is a solution for some of you…

                                      EDIT: I have Suunto Race.

                                      Cheers

                                      1 Reply Last reply Reply Quote 0
                                      • C Offline
                                        Charles Bronze Member @Brad_Olwin
                                        last edited by 8 Apr 2024, 14:09

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

                                        I do not think Suunto is sitting on their hands here

                                        So you don’t really know that they are working on it …?

                                        We are juste really frustrated of

                                        1. Clearly the update was released without proper bêta testing
                                        2. Sunnto does not communicate about the problem et how/when they think it will be fixed
                                        B 1 Reply Last reply 8 Apr 2024, 19:12 Reply Quote 1
                                        • L Offline
                                          larrybbaker
                                          last edited by 8 Apr 2024, 14:29

                                          I run daily and have only had one instance of the watch not connecting to sync - turning BT off then back on resolved it. Latest iOS beta and watch firmware.

                                          SV Solar
                                          iPhone 16 Pro

                                          1 Reply Last reply Reply Quote 0
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