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

[ortles]

@slurpnik

Thanks for your kind words which I really appreciate

I don‘t want to blame anybody, I am convinced that everyone who works as an engineer or developer individually is doing their best to find out what’s going on and to find a solution.

Nonetheless, imo it’s not enough to just keep on trying.

If you realize as a company that you have launched an update that makes devices completely (!) unusable (even if only a part of the users is affected), and you’re not able to find a solution within a short period of time, the right decision would be to openly communicate and to go back to the status quo ante (which then would give you all the time you need to figure out what was going on and to work on an improved version).

That is what imo a professional reaction would be when you realize that something like that has gone wrong.

Imagine apple would launch an update for their phones and afterwards you are no longer able to make a telephone call for one month (and there’s no communication when this status is about to end). No one would accept this, I am sure.

[Dimitrios Kanellopoulos]

I read one user had this problem and put the phone on airplane mode (no data) and fixed the issue. Is that correct?

[Zdeněk Hruška]

@Dimitrios-Kanellopoulos I can’t confirm the airplane mode, but it happened to me once as well and what helped was probably turning off the bluetooth (and the app) and afterwards it has synced (it still took a long time) after the connection to the watch was re-established.
I am not sure if it’s a causality or just a correlation.

[sartoric]

@Dimitrios-Kanellopoulos

I did some “test” trying to find a pattern and it seems that toggling airplane and discovery sometimes solves the problem.

I’ve noticed that in some cases disabling gps/position in the phone and restarting the app, let the watch sync.

Forgetting the watch from phone BT never worked by itself

I never reset the watch
I usually clear the cache and force stop the app

[Mads Hintz-Madsen]

My theory is that the Bluetooth connection with the phone is lost after some time after initiating a sync.

So if you have a short activity (with less data to transfer) then the probability of a successful sync (before the Bluetooth connection is lost) is higher than with a longer activity.

By putting the phone into airplane mode (but keeping Bluetooth active) means that the app will start syncing with the watch faster (as no time is spent on first syncing the app with cloud) and this increases the probability of a successful activity sync before the Bluetooth connection gets lost.

Anyway, just speculation!

[mlakis]

@Dimitrios-Kanellopoulos, in my case I speculate that the watch didn’t make it to store the HR data from the activity to the 24/7 tracking (resources) after ending the activity (running) and this “fault” maybe also didn’t let the watch connect to the phone app.

See my last post with the app screenshot, but this is what’s displayed now.

[mlakis]

Except the default scenario when restarting the watch is that the part of the “Resources” history that wasn’t synced until watch restart gets lost anyway.

Either way, the watch successfully synced just before the activity, but just after the activity it couldn’t

[Niclas Brundell]

@Dimitrios-Kanellopoulos that was me. It worked for a bit. Then it didn’t. Same as doing a hard reset. That made my watch sync for a week. Now I need to reconnect it daily.

Honestly this has really lowered my view of suunto. I would expect this from Coros. But was hoping that Suunto would be more professional in their upgrades. Apparently not

[Dimitrios Kanellopoulos]

@mlakis was this belt ? If yes resources don’t work with the belt. Aka expected.

[Dimitrios Kanellopoulos]

@Niclas-Brundell I understand your frustration but as you can see we were not aware of this issue and still we cannot reproduce it. That’s why I am trying to help here.

[ortles]

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

@Niclas-Brundell I understand your frustration but as you can see we were not aware of this issue and still we cannot reproduce it. That’s why I am trying to help here.

This is very much appreciated, thanks!

As you are saying ‚we were not aware if the issue‘ - does this mean that suunto was not aware of the issue? Do you know if we can expect a solution in the near future? Can we help somehow by sending logs or anything else?

Maybe just a misunderstanding from my side… Thanks for clarifying!

[mlakis]

@Dimitrios-Kanellopoulos, yes, I was using an HR belt sensor during activity.

Finally, after restarting the watch, the watch connected to the phone, the activity got synced along with HR data not only for the activity but also for the phone app’s graphs, but it didn’t count for calculating the resources.

Maybe a process during or after ending the activity crashed and the watch required a restart to be able to initiate a connection to the phone again.

[Charles]

3 weeks that I can’t sync my activities with my phone and still no communication from suunto…
This is clearly un acceptable

[Mats Djupsjöbacka]

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

@Niclas-Brundell I understand your frustration but as you can see we were not aware of this issue and still we cannot reproduce it.

But seriously, the first post in this thread was 25 days ago. I reported the problem in
detail on Suunto’s support chat at that time (two times). I have mailed Suunto support five (5) times, I have (and several others) posted information about the sync problem in comments on their Facebook page long ago.

[Kristjan Jansen]

@Mats-Djupsjöbacka

Same here, I have reported an issue several times and Suunto have promised to solve it quickly. 25 days later and nothing! Now I probably start discussion to get my money back … I do not like this because I have been long Suunto user (5 watches owned) but it’s quite clear that Suunto isn’t able to cotroll their developments and neither keep their promises.

[ortles]

@pavel-samokha Maybe you can give us some more information about what’s going on with the sync issue?

(like here where was another problem that was relatively minor compared to the sync issue https://forum.suunto.com/topic/10574/activitiy-sharing-sa-does-not-work-any-more/16)

I think there are quite a lot of users affected (only a minority is writing here) and it would be very helpful if we would have some kind of information. I think we can be patient if we have the impression suunto is working on this and a solution is not too far away. Just to avoid that we are waiting for the ‚never to come‘ day here.

Thanks a lot, this would be very helpful!

[satom]

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

I think there are quite a lot of users affected (only a minority is writing here) and it would be very helpful if we would have some kind of information.

Just to agree with you that this issue has affected a lot of users. I reported the same problem with my Race more then two weeks ago (https://forum.suunto.com/post/142319), but so far no response from Suunto. I have also reported the problem to support but have received no response other than “send the watch for repair”, which in my opinion is useless.

People of Suunto, please, if anyone is reading this, give us a hint. I’m very willing to help with logs or any other information needed to fix this. I really like my Race and would like to see it working properly again.

[sartoric]

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

People of Suunto, please, if anyone is reading this, give us a hint.

They are reading, but, are you ?
@Dimitrios-Kanellopoulos is from Suunto and they are debugging this issue and asking for information

eg.
@Dimitrios-Kanellopoulos said in Unable to connect / sync vertical with suunto app since last update:

I read one user had this problem and put the phone on airplane mode (no data) and fixed the issue. Is that correct?

[ortles]

@Kristjan-Jansen

Same for me, I was a huge suunto fan since ambit and I want my vertical to work. In principle I like the concept and want to keep it.

But if they won‘t / can’t solve the sync issue, I‘ll have to see if I can get my money back and try something else

Hope they find a solution for that soon.

[ortles]

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

They are reading, but, are you ?
@Dimitrios-Kanellopoulos is from Suunto and they are debugging this issue and asking for information

Good to know, thanks!

Considering the fact that he’s from Suunto it was a little bit confusing when he said that they ‚were not aware‘ of the issue and ‚are not able to reproduce it‘.

This raises the concern that a solution is far away.

Maybe just a misunderstanding, so a more or less official statement or another way of clarifying would be helpful, I think.