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

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…

freeheeler

@Sami-Turunen
what I want to say is that it isn’t easy to find a bug when there are few people only to report it.
I don’t even know how many have sent logs.
but since this isn’t interesting, I keep quiet now
just one last comment: Suunto has never published a roadmap for bugfixing and development. I think the same applies for the other big players.
what Suunto always did is releasing updates for critical bug once it’s been fixed and ready for release.

Stefano M64

I’m a researcher, I’m aware that debugging the software that run an instrument can be challenging.
Some week ago I wrote to be patient since for sure a new firmware would be released to solve that issue.
But now I’m a little bit discouraged …
I believe Suunto had time enough to understand if there is an hardware problem in some of their new watches or not,
and the fact that many of them works without problems while others don’t push me now in that direction.
If the hardware is the same and the firmware is the same you should get same results, unless there are hardware issues.
This is the official Suunto forum and at this point some news from Suunto concerning the sync issue are needed.
We can’t wait forever, hoping that some day a miracle will happen.

freeheeler

@Stefano-M64
@laurent92m
@ortles
@Sami-Turunen
question to all with sync issues (my apologies, I didn’t read every single post):

the watch connects to SA? yes or no?
if yes, the watch does not sync activities?
does it sync e.g. custom sport modes?

and what about logs (if it’s possible to connect to SA of course):
have you been able to send logs from recent hotfix firmware 2.33.14?

Stefano M64

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

the watch connects to SA? yes or no?

yes it connects, but sometimes (like this morning) it takes a lot even for updating the GPS and the Weather data, without any activity to be synced (I erased all of them from the watch)

if yes, the watch does not sync activities?

before the 2.33.12 update it did, even if “hesitating” sometimes,
after 2.33.12 syncing become more hard to get,
2.33.14 didn’t solve that issue at all

does it sync e.g. custom sport modes?

yes, but it is cumbersome

and what about logs (if it’s possible to connect to SA of course):
have you been able to send logs from recent hotfix firmware 2.33.14?

no, I didn’t send any logs

It would be good, for example, if here in this forum, a new Official Thread would ask people with sync problem to send their logs.