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

rokkenrolli

If there’s someone working at Suunto reading this thread and they need more logs on the sync issue, let me know. (Apparently information on failed syncs is not automatically stored anywhere?)

For the past month, like many others, I have been following the conversation and looking for any workaround. It is frustrating that now even the latest update from yesterday does not address the issue. I haven’t bothered to contact their support channels, since they seem to not provide much support.

The problems started with the .12 fw update and the experience is the same whether I try to sync on Android 12 or the latest iOS. To me it screams faulty fw.

ortles

@Tieutieu

I have used vertical with two different iphone 13 mini, latest OS each.

Sync didn’t work either.

Before the update no problems at all.

It’s the update respectively the way it works together with the hardware of the specific watch, that’s obvious.

We are the unlucky few (or many??) ;-(

Tieutieu

@ortles very strange indeed.

Brad_Olwin

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

@Tieutieu

I have used vertical with two different iphone 13 mini, latest OS each.

Sync didn’t work either.

Before the update no problems at all.

It’s the update respectively the way it works together with the hardware of the specific watch, that’s obvious.

We are the unlucky few (or many??) ;-(

I have an iPhone 13mini and several Suunto watches. No issues syncing! This is why the problem is still here. Suunto is working on this but my Race, 2 S9PPs, Vertical have no syncing issues. Sorry but clearly not the phone, the update or iOS here.

ortles

@Brad_Olwin

So you are on the lucky side! Unfortunately buying a watch should not be a lottery ;-(

Everything you are saying makes it very probable to me that it must be the individual watch. Some of them cause problems as the respective hardware (there must be differences in detail!) is not working properly with firmware after the update.

This is the only theory that makes sense to me.

It cannot be the mobile / OS on mobile / SA or whatever.

Brad_Olwin

@ortles Suunto will sort this out, they do have information on this and hopefully enough to figure out.

GiPFELKiND

@Brad_Olwin Hope so

Ultrawalker

Bought the Vertical 2 weeks ago and have also sync problems with my Samsung S20. Tried everything…forget watch, restart phone, reset bluetooth phone,…
Updated the Vertical with last hotfix update…
Still problems…

Zdeněk Hruška

Hi, just an update to my current situations. Since the last update I was able to sync all the workouts (two of them were with GPS / one around 60 minutes and the other 2 hours and 30 minutes). Both of those synced without any issue.
But what I need to mention is that:
1/ I always closed (killed) the Suunto App before the start of the activity since the last update
2/ I opened the app once I had a stable 5g / Wi-Fi connection.
Then I let it sync without any interruptions and it was successful.
I don’t know what exactly helps or wether the issue will reappear in future. For now I have been lucky.

ortles

@Ultrawalker

Welcome to our club! The more people write here and report if there’s a problem with sync the better it is (not individually but it helps to illustrate that there are a lot of people affected).

Suunto might fix this. It can be tomorrow, in four weeks or maybe never. That’s unsure.

Suunto has made a big mistake with the update, but they nonetheless won’t tell us.

Considering the fact that they weren’t able to find a solution within one month even though this is a severe problem for their products, I am not very optimistic.

I guess we will still be sitting here in four weeks without any solution.

Hopefully I am wrong with that!

Dimitrios Kanellopoulos

@ortles we wont tell what?

Tieutieu

@ortles for me telling that “suunto made a big mistake with this update” is a complete non-sens.
Again, no company releases versions with intentionnal bugs…

Pazfet

I’m starting to think this is somehow related to BT chips and it’s FW or version. Since the Race is made in China (allthough this affects Vertical also) the actual manufacturer might have changed the BT chip on some wathces during the production?

I used to do BT certifications, so that’s why I thought this. Just others to check, my Race has BT: 3.0.32 version according to watch itself. If this is just the version of the BT or some Suunto own numbering, I don’t know.

Reason for the BT connection to blame, is the fact that when the sync starts, it clearly disconnects, and reconnects few times, and with the .12 sw version, took very long to sync, there is something in the handshake procedure of the app (phone) and the watch. And when there is no GPS, it works ok, suggest that the amount of data it tries to send via BT also affect this. If there is less data, (no GPS data) it works, so all point to the “Suunto app sync speed improved” feature that the sw: 2.33.12 affected the BT connection on most BT chips, but other ones, it was not compatible.

pilleus

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

my Race has BT: 3.0.32 version according to watch itself

On my Vertical it is 3.0.32 too.
On my 9PP it is 2.4.20.

With both watches, SA beta and a Pixel 6 with Android 14 I have no problems with syncing or loosing bt connection.

Zdeněk Hruška

@Pazfet Yes that sounds very logical and a similar to what I thought. I would add that it also seems to be affected by the bad internet connection. At least it seems so. It could be a fake lead and it doesn’t need to be the cause but in my case the sync issues occurred when the sync started while the internet connection wasn’t perfect. Last activities where the sync had started while on a stable 5G (when the app was closed until that moment) were synced without any issue.
But who knows I haven’t had enough courage to test it more after my training

Charles

@Dimitrios-Kanellopoulos
I think @ortles ment that suunto made no public statement about the sync bug that appeared with the new update.
And I agree with him, leaving us with very little info & time schedule is quite annoying.

ortles

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

@Dimitrios-Kanellopoulos
I think @ortles ment that suunto made no public statement about the sync bug that appeared with the new update.
And I agree with him, leaving us with very little info & time schedule is quite annoying.

Yes, exactly, that’s what I wanted to say

And yes, I think an update that makes a product completely inoperable for a larger, at least non neglibile group of users (even if it is a minority) is a big mistake from an objective point of view.

There might be no one to blame for it subjectively, errors can occur, for sure, I see that as well.

But from an objective point of view, an update which has results like this for the customers is a big mistake. That’s at least my point of view.

ortles

@Pazfet

Thanks! That is what I am saying here since several weeks.

It’s related to different versions of hardware, not all of them work properly with the update.

Mats Djupsjöbacka

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

@ortles we wont tell what?

Well, they have told us nothing:
I reported the problem long ago in the support chat but only got non-sense answers. They were not interested to get logs or detailed info, but were very keen to end the chat. At one time though they asked me to try another phone, I said I would get back in 5 minutes but then they had closed the chat.
I have mailed Suunto support and they told me to send my watch for repair. I informed them of this thread and that it was not likely something wrong with my watch but rather the FW, so I asked it they still recommended sending my watch for repair. Despite 5 reminders, I have not got any reply…
I have posted several comments about this problem on Suunto’s Facebook page and asked for plans to fix it - never any reply.
I have not seen any other official info from Suunto that they acknowledge the problem and when I can expect a functioning watch.
All this is most disappointing.

Charles

I would add that even if suunto did the maximum to prevent any bug (which I hardly doubt knowing suunto’s reputation) they are still responsible for what’s happening and should

acknowledge publicly that they’re is something wrong
describe what steps they have been through to correct it
an estimate schedule of the bug’s fix
idealy, once (and if…) the bug is fixed, somme kind of commercial gesture towards people who had the the sync problem.

I know that this bug is starting to get talked about by top notch athletes… I’d be for suunto’s best interest to have a proper strategy in terms of communication about the bug.