Data loss after watch reset & app re-download

[bthomson22]

Edit: In case anyone comes across this - the solution was to delete & re-download the Suunto App. Even if it’s the second time you have to do so.

I recently had an issue with my Suunto Vertical not powering via solar. In the process of diagnosing this (with Suunto customer support), I had to hard reset my watch, and also delete & re-download the Suunto App.

In that process, I first synced my watch to the Suunto App before performing the hard reset. After everything was all said and done, I logged in via the same account and noticed some of my historical data was missing. Notably, things like calorie expenditure, steps, heart rate history, etc. My activities did sync, as did fitness trends. But everything else is gone. I had nearly 5 years worth of data in here spread between 2 watches.

My question for you all - has anyone faced similar issues in the past? Have you had success recovering this data?

I’ve been working with Suunto customer support, but they are insistent that I did something wrong - even though I followed their steps exactly. They keep saying I didn’t sync the watch before the hard reset (which I did). But even still, that doesn’t explain why data from beyond the day of the reset would go missing.

Can anyone advise?

[Swaddy61]

@bthomson22 I would leave it a day or two, as when I have had to reinstall the app before it can take >24 hours for all old metrics to be reloaded.

If there is no improvement after say 3 days, then something else may be wrong.

[Keith_Michael]

@bthomson22 Yes. A hard reset will start everything over, again, from: total weekly workout hours, HR, custome workouts, and the last workout if it did not synchronize to the Suunto app. Hopefully, Suunto is listening and will do an update to have the user restore data to last known synchronize and have a back up of last workout added.

[bthomson22]

I’m ~2 weeks in after the reset. It did take an hour or so for historical sleep tracking etc to populate. But still missing calorie & step metrics, for example. I did sync with the app immediately before the hard reset. I would have expected data on the watch to be missing - but not the app data. I reached out to customer support again today to see if they can find a way to backfill data on the app. It MUST live in a database versus being stored on the app directly.

[Brad_Olwin]

@bthomson22 Agreed on this. You could try a reinstall of the app again if you have not done so. I have had historical data fail to populate as well. A second reinstall fixed that. I have about 15 years of past data with Suunto.

[bthomson22]

@Brad_Olwin Aha!! That did it! Perhaps it was a corrupted initial sync? Thank you!!! I’ll relay this feedback to customer support as well. Appreciate you all.