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

Sami Turunen

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

It seems Suunto is kind of denying that the sync bug came up with the firmware update to 2.33.12. Or at least it seems that the direct connection of the bug with this firmware is not acknowledged.

Everyone says that it is soooo difficult to fix and there are so many different models and variables etc.

But given the fact that the sync bug is directly connected to the firmware update the bug should be easy to isolate… worst case scenario, just revert back the sync module to the previous firmware and than fix the bug without letting people waiting.

I don’t understand why after a month, there is still no solution!

I got new firmware 2.33.14. But same problem continue.

laurent92m

So this morning at work, 2 hours after arrival, 2 activities of 1 hour each were in the end transferred. Suunto Apps was not opened on my mobile phone. I did again a test with a few minutes activity, and without opening my mobile phone, synchronization happened in less than 1 minute. I did again a new test with a 20 minutes walk and the synchronization was in less than 30 sec. (Suunto Apps not opened on my mobile.) Pb might be linked also to wifi network as I am at work…

Pazfet

For me, this sync problem is somewhat strange. After last re-pair it worked for the last 3 excersises ok, and synced without problems.
Now today, short 45min run and “unable to connect”. An aftert bt re-pairing synced ok.

So I can imagine that this is hard to pinpoint, but if Suunto’s sw/fw version control is in order, this should be pin pointed from .12 release code. Or maybe I’m wrong

Dimitrios Kanellopoulos

Could you people having issue with an activity syncing , just after the issue appears and you cannot sync an activity do the following :

Go to the maps widget
Open the maps widget
Exit the maps widget.

Try to sync again.

sartoric

@Dimitrios-Kanellopoulos

~~Do you mean the map widget in the watch , correct ?~~

Ok, nevermind , I’ve seen the reply in the other thread
yes, it’s the watch widget

tyj14

@Dimitrios-Kanellopoulos

This does not work for me… any other insights?

My vertical has not been able to connect to my phone despite all troubleshooting mentioned on this thread….

Even my Ambit 3 Vertical from 2016 connects to my phone

Ivan Vasilev

Same issue with me, Suunto Vertical + Pixel 7a. The bluetooth sync starts, but it almost never finishes. I’ve lost multiple activities already.
The issue started in the middle of April. In the meantime, I had the latest firmware updated installed, bit the tbe problem remains the same. I’ve tried pairing from scratch, resetting the phone bluetooth settings, clearing the app cache. Nothing helps.

Edit: the map widget workaround doesn’t seem to work for me.

ortles

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

Everyone says that it is soooo difficult to fix and there are so many different models and variables etc.

But given the fact that the sync bug is directly connected to the firmware update the bug should be easy to isolate… worst case scenario, just revert back the sync module to the previous firmware and than fix the bug without letting people waiting.

This exactly is what I don’t understand.

Why don’t the go back to the old version of sync module if the problem is too difficult to solve within a short period of time?

Afterwards they would have all the time they need to work on an improved version if they still want to. But not at the cost of their users.

I mean it should be in suunto‘s best interest not to let people wait to long. It’s obvious that a lot of people are affected and that this has negative effects for the company‘s image.

I think we are all here because in principle we thought that buying a suunto would be a good idea. I would like to share this belief in future again.

freeheeler

@ortles
why don’t they simply fix this bug?
maybe the bug isn’t that simple to find and fix?
I’m a mechanical guy with some high level and passive insights in software … sometimes the rootcause for a bug isn’t where you would expect it.
the same applies for mechanics, by the way

Dimitrios Kanellopoulos

Hi all again. I need a user that has tried multiple phones (more than one) and his activities won’t sync.

Before anyone asks why I ask this so late, I have asked this a couple of times , and the people that have been identified with the issue are not replying in the chat or providing a contact so we can investigate this issue.

Sami Turunen

@Dimitrios-Kanellopoulos Maby you can ask this your customer support :D. I tried tell them lot off time my problems, no help. I tried 3 iphone (7, 12 mini and 15) and android. But i already change my Vertical to Garmin so i dont have watch anymore.

Charles

@Dimitrios-Kanellopoulos I tried with 3 phones, sync always failed. I can help you with any of your questions (but quickly because the watch is being send tomorrow to repair)

Lukáš Blažek

@Dimitrios-Kanellopoulos hi, I also tried with my Pixel and with two types of Samsung phones. Still with the same problem.

ortles

@freeheeler

OK, I see and I can understand that in general, but my point was slightly different.

They have changed the sync process in 2.33.12 to speed it up. This led to the sync issue.

If it’s not possible to fix this (or at least very difficult and time consuming) a simple but straightforward solution would be to take back the changes they have made with the sync process as before no one had any issues with that.

So why not do that?

freeheeler

@ortles
just thinking out loud… if it would be that easy, wouldn’t they have tried already?

several others, and I would assume the majority of users, do not experience this (unfortunate) issue. what if it is related but not the reason?

laurent92m

Hello,

I tried with 2 Samsung phones without success. I tried with 2 wifi networks (home & work) and I thought it was the cause… but it is not …
On 30th April at work, I was able to synchronize 2 activities , 2 hours after arrival and after lunch, a 20 minutes walk in less than 30 seconds. Back at home, my 40 minutes cycling trip was synchonized in the evening. But running, walking of 1st May could not be synchronized at home. Today at work, after 3 hours, nothing happened ( for 3 activities). So synchronization is done or not at random …
(Hard re-set of the watch, new Suunto Apps download on 2 mobiles, new Bluetooth setting done, 2 different Internet providers tested). My conclusion, there is something wrong in Suunto coding and nothing else…
Update @ 16h47 this 2nd May. 3 activities (of yesterday & this morning) in the end transferred few minutes ago, at my work place…
Update @21h00. Back home, I managed to synchronize cycle back home activity with the transfer of a new map. So it is very bizarre and for sure something wrong in the Suunto code.

ortles

@freeheeler

OK, I see, it can be complicated!

In the end it’s not under all circumstances necessary to know why 2.33.12 does not work.

One thing is certain: Under 2.30.38 there were no issues with sync.

So I think if I could downgrade to 2.30.38 everything should work again. At least there’s a high probability (given that they didn’t change other things as well).

freeheeler

@ortles
I am very sure they are on it.
I didn’t check if we have previous firmware available here to downgrade, but yes that could be an option.

sartoric

If something has changed in the data structure (so how data are sent to the app) very probably downgrade isn’t a possibility

Matze

@Dimitrios-Kanellopoulos I have tried on an iPhone and an iPad. Would also be able to try on an Android phone, if needed.