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

ortles

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.

maszop

@Mats-Djupsjöbacka I will only add that the same evasive answers regarding the “temporary” removal of contour lines and many other problems. This is the standard in Suunto now.

ortles

@Charles

Exactly that would be the appropriate policy from company’s side if an error like that occurs. Nothing else. Thanks for describing so precisely!

Sometimes it seems to me that the IT experts forget how it is to be on the customer’s side.

It‘s all very interesting to hear and I definitely have high respect towards the professional experience of everyone.

But perspectives shift if you take the customer’s side and a company’s reputation into account as well.

cosme.costa

I think the problem is mainly with iOS or am I wrong?

I do not have any problems with Android 15 beta 1.1 in a Pixel 6a, haven’t had any issues before neither.

Mads Hintz-Madsen

@cosme-costa the difficulties with syncing activities also happens with Android.

I’m using Pixel 8 and am facing the activity sync issue both with previous fw and the just released fw.

Pazfet

@cosme-costa i have samsung s24 with latest android 14, so this affect both iOS and android.
And like I said, this is due the watch fw/hw/sw combination issue.

rokkenrolli

@cosme-costa
Similar to a few others, I have both Android and iOS devices available and the issue is the same with both. It’s the watch. Race in my case.

Charles

The problem seems to affect iOS and Android, race and vertical

Lukáš Blažek

Hi all, I have the same problem Suunto Race / Pixel 6a. I thinking about returning my watch back to the shop Do you have any information from Suunto? Will it be fixed?

Pekka75

Hi. Suunto Vertical + Galaxy Z Fold 5 here and similar issues. I noticed sometime back that the activities would not sync or everything would sync very slowly, often freezing completely and then the activities would show up eventually at later date on the app.

Now I’m struggling with one 1h 50min activity that just will not sync after six days. I have reset watch and app dozen times.