Sync does not work since last software update (2.33.12)

Dimitrios Kanellopoulos

@Mats-Djupsjöbacka it’s not that Suunto wakes up. Suunto has been trying to pinpoint the issue and this has been discussed since start.

I took the liberty to ask here on a personal level. This is a community forum that I manage (among others).

To help even further I took the initiative to get one device that for sure does not sync to the HQ with some appreciation gift.

So please let’s not turn this gesture to a rant about each person’s opinion of what might have happened.

Dimitrios Kanellopoulos

@satom yes I saw that and that’s why I contacted you.

freeheeler

@satom
Suunto usually doesn’t communicate in this forum and if you are in direct contact with a person from Suunto you’re lucky and IMO as far as you can get.
what it generally needs to find bugs is valuable data from various sources.
as long as the root cause isn’t clear, it doesn’t make sense to communicate. when the bug is fixed it will be implemented in an update.
it’s the same everywhere

Dimitrios Kanellopoulos

@satom please check our chat. Thank you

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.

Mff73

@Dimitrios-Kanellopoulos
widget on the watch, right ?

Dimitrios Kanellopoulos

@Mff73 yes aka open maps quickly and close them

Charles

@Dimitrios-Kanellopoulos
Hello,
Not working for me !
The sync still fails (I tried 3 times)

ahmetaktan

same sync problem. I have iphone 14 pro 17.4.1 ios version

Lukáš Blažek

@Dimitrios-Kanellopoulos don’t work for me, still with the same sync issues. I have two days to returning the watches. I’m thinking about Coros, Please , solve it. I’m still Suunto fan!

Frédéric Fiandino

I have the same problem with an activity that is not synchronizing.
I recreated an activity afterwards which synchronized well on the other hand.
Is there a way to force the watch to push activity
in his ?
THANKS

Mff73

@Frédéric-Fiandino said in Sync does not work since last software update (2.33.12):

Is there a way to force the watch to push activity
in his ?
THANKS

if you logout from SuuntoApp and login again, the app should resync what is still in the watch.

pilleus

Just a thought … watches affected by the synchronization problem can still receive data via Bluetooth without interference (from paired sensors and also the latest hotfix from the app).

So for me it just seems to be a problem with sending data to the app via Bluetooth.

Frédéric Fiandino

@Mff73 Thanks but didn’t work
I miss the activity of May 1st

Mff73

@Frédéric-Fiandino
and in SA, in the watch screen where you can see sync, does it show any message (sync failed, or some activities not synced) ?
after that, you may be facing the same bug as some others, which i can’t help more for this, sorry.

Lukáš Blažek

@pilleus hi, it is problem of the SA: here is email from Suunto support:
"*Hello Lukáš,

Thank you for contacting Suunto. My name is Ken. I am sorry for the inconvenience. I really appreciate your love and loyalty towards Suunto. There is an ongoing technical issue with the Suunto app that most of our customers have reported, but don’t worry, our team found a technical issue with this app, you will slowly be able to use this feature. I apologize for the inconvenience.

Till that time, please try the below steps as these steps are helping our customers:

1.Please check if your watch and Suunto app are both updated.

Please uninstall the Suunto app and install it again. 3.Please install the app on a different device if possible.

We are grateful to have you as a member of the Suunto Family. If you have any further questions or need assistance with user guides or self-help topics, please visit the following link: https://www.suunto.com/Support/

We appreciate your interaction with us and the reference number for this inquiry i…

Once we close the ticket for this interaction, you will receive a questionnaire regarding feedback about your experience and the resolution provided to you. We truly appreciate all of our customers and value their feedback. We look forward to hearing your positive response.

Thanks & Regards, Ken

Suunto Customer Support"*

ortles

@Lukáš-Blažek said in Sync does not work since last software update (2.33.12):

@pilleus hi, it is problem of the SA: here is email from Suunto support:
There is an ongoing technical issue with the Suunto app that most of our customers have reported, but don’t worry, our team found a technical issue with this app, you will slowly be able to use this feature. I apologize for the inconvenience. (…)

This is a standard answer. If you read the other thread you will find that someone else got the same answer at least two or three weeks ago.

Besides that it makes no sense to me to say that ‚you will slowly be able‘ to use sync. The issue is either fixed or not.

Mats Djupsjöbacka

@Lukáš-Blažek said in Sync does not work since last software update (2.33.12):

here is email from Suunto support:
There is an ongoing technical issue with the Suunto app that most of our customers have reported, but don’t worry, our team found a technical issue with this app, you will slowly be able to use this feature. I apologize for the inconvenience.

Exactly - word for word - the same vague reply I got from the support chat four (4) weeks ago!
Suunto’s support (chat and mail) is either a bot or ignorant people choosing among boilerplate (standard) answers. Regardless, Suunto’s support is obviously useless.

Pier Luigi Cingolani

@Dimitrios-Kanellopoulos as weird as it sounds has the team looked at possible correlation with this bug and time of day? I’m empirically observing that the runs I put in early morning (between 7 and 9 UK time) takes seconds to load, while runs I do later on on the day (12 to 14 UK time) takes generally 3 hours to load.

ortles

To me it seems to be completely random.

Yesterday i managed to sync am 90 min. gym unit (done in the evening) with the second try.

The weeks before I was always unsuccessful no matter what I tried.