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

[tyj14]

@Charles

I previously sent my watch in when it would not sync and Suunto had it for 1+ month - they sent it back saying there was nothing wrong with it.

Can you comment on how you described your issues to the support team? My watch has been unusable for several months now as it does not sync.

[ortles]

I am super happy that everything worked out in the specific case as @Charles was one of those who constantly reported here from the beginning.

But keep in mind that suunto had specific attention to his case as they were explicitly looking for one of the affected watches (if you read the thread).

BTW: The idea here came from @Mats-Djupsjöbacka and obviously seemed to be helpful if I interpret everything correctly.

We need some kind of ‚official‘ information (best would be at the beginning of next week after the holidays).

Otherwise possibly hundreds or thousands of people with sync issues (no one really knows how many are affected) will send in their watches for repair or exchange and might be disappointed then if the outcome is not the same but different.

[Lukáš Blažek]

@ortles I send my yesterday. And we will see… I will let you know guys!

[ortles]

@Lukáš-Blažek

Hey cool, good to know! Keep us posted! Keep the fingers crossed for you as well

[Charles]

@ortles
Yes I agree… As suunto was expecting my watch to help them diagnose the problem, I’m pretty sure I got some kind of preferential treatment.
They sent me a new watch even before they started working on the old one.
But the good news is that they managed to fix the problem on my old watch as old activities got synced with SA before I received my new watch.

@tyj14 the update was 6 weeks ago, I guess you send your watch right away ? Maybe they did not know about the problem at this time ?
Did you try to contact the repair center ?

[Ivan Vasilev]

It will be very good if Suunto releases some official communication on the issue. Suunto, if you are reading this, please do so. With this uncertainty, more and more people will probably decide to send their devices back. However, if you lay out a clear explanation (and hopefully a deadline for a software fix), I’m sure everyone could wait a little longer. I’m in a similar position myself.

[tyj14]

@Charles my Vertical stopped syncing after an earlier update… I did not know about this thread at the time and worked directly with support so they were well aware of my issues at the time and they told me to send it in for repair after all troubleshooting failed.

Funny enough, the repair center received my watch, had it for ~1 month (hmmm) and then said my watch synced for them, but what I suspect is that they simply released another update while they had it.

I received my watch back from them and it worked again until about 6 weeks ago and it hasn’t synced ever since. Absolute dumpster fire of a company if I’m being honest.

I have big outdoor plans coming up that require a dependable watch that I trusted Suunto could provide. I understand that problems with products persist, however, the lack of clarity from Suunto is unacceptable in my opinion. This watch is close to the most expensive on the market and I regret not buying a Garmin every day.

[ortles]

According to suunto‘s self testimonial robustness and reliability are part of their brand DNA.

You can read on their webpage (see about suunto / heritage)

https://www.suunto.com/en-gb/About-Suunto/heritage/

And yes, I always shared that perception.

Time to keep that promise now

[tyj14]

@ortles please excuse my frustration. As an aside, I have had friends/training partners upgrading their watch this year… they have witnessed this debacle i.e. embarrassing lack of transparency regarding failures in their product and me not being able to use my watch off and on for most of 2024.

They have decided to buy other brands.

[ortles]

@tyj14 said in Unable to connect / sync vertical with suunto app since last update:

@ortles please excuse my frustration.

No need to excuse - I share that and I am frustrated as well!

I like the overall concept of vertical and I think I would prefer it over other brands - given that everything would work again.

If sync issue and breadcrumb issue would be fixed, it would be my 90 % perfect watch and I would be happy with it.

Still have hope that they will manage it within a not to long period of time (even though it’s nearly two months now without a clear perspective!). That’s why at the moment I am still reluctant to change it. But how much time should I invest? I am unsure! An official information what we can expect right now would be definitely helpful therefore.

[Stefano M64]

PLEASE, LET US KNOW!

Our brand new 500€ Suunto Watch are unusable, what we have to do?

Is it a BT hardware related problem and we have to ship them back to Suunto for being repaired/substituted?
OR
is it a software problem and we have to wait for a new firmware?
and how much time we have still to wait??

After more than six weeks Suunto must know what is going on!

[Tieutieu]

@Stefano-M64 but like it has been said many times :

• we don’t know how many people are really impacted. For instance I have more than 30 people around me using SV, SR, S9pp and none has sync issues…It may not help to find the issue
• finding what really leads to an obvious bug is not simple all the time

[Sami Turunen]

@Tieutieu But Suunto has to do something! Ask customer send watch back to you and give new one them! Its not customers falt if your product not working… I got lucky because seller gave me money back…

Does those 30 people doing workouts? Because that is to thing when sync going broken every time. If i use Vertical just watch, there were not problems.

[Tieutieu]

@Sami-Turunen I assure you they do workouts almost daily, and sync.

Suunto is doing things that we don’t see, no one should doubt about it. And like every brand, having a communication around something that is maybe impacting a very few proportion of users is a bit touchy…
For every brand, every release, there are always people that will find bugs or have issues.
Sending back a watch may have worked for someone, and might help to correct. But watch replacement that worked for someone doesn’t meen that the issue is found…

Just to had some colors in this “not funny at all thread” (I sincerely have pain for those suffering sync issues) here are my last 30 days. No sync issues.

[laurent92m]

@Stefano-M64

Hello,
In my case, with Vertical, since last upgrade, synchonization of activities do not work normally. (Hard re-set of the watch, new Suunto Apps download on 2 Samsung, new Bluetooth setting done, 2 different Internet providers tested…)
With the transfer of a new map, activities are also always transferred… During the weekend , at my mum house synchonization of activities were ok. Back home; it is NOT working again. But it is still the same mobile, bluetooth. (only a different internet provider, but the synchronization of activities does not use internet !) Summary: synchronization is done at random and Suunto Assistance with the chat is mute … It is s/t in the coding which is not done properly.

[Sami Turunen]

@Tieutieu still, 2 months is too long to do nothing when the customer’s product worth hundreds of euros doesn’t work. But its not my problem anymore. Just trying to tell how frustrating it was to be alone with the problem. Suunto support is chat where you got only same url over and over aginI

hope you solve to problem soon!

[freeheeler]

@Sami-Turunen
my son and I don’t have issues syncing either. he’s got an android and I’ve got iOS. my second Vertical is on android, too, and never had sync issues either.
as you can imagine, Suunto is aware. I can not imagine how many watches are affected, only Suunto will know over time.

it’s ok and necessary to let us know and I understand frustration. it will take some time but I am very sure Suunto will solve also this issue

[ortles]

@Tieutieu

But it doesn’t help us that you and your friends have no problems.

Here are a lot of users with problems who cannot use their watches any more. It’s now since seven weeks.

Suunto is responsible for that and has to offer a solution. It’s their duty. No more excuses that it’s so difficult and others have no problems. That doesn’t help us.

[Sami Turunen]

@freeheeler its not intresting to hear if you and your son watch work. My son 9 peak work as well, but it is not helping those who has waiting over 2 month with unuseful watch. But as i say, i have now another watch and its not my problem. Me, my son and my girlfriend does not buy suunto watches anymore. Because you don’t have customer support or ability problems.

Thanks for last 10 (about) year!

[Tieutieu]

@ortles I don’t say that it helps.
I can clearly understand how frustrating it is for those having issues.
I was only telling that if it was so easy to correct it would have been done already…