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    Divelog not correctly Syncing(missing dives)

    Scheduled Pinned Locked Moved Suunto Ocean
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    • A Offline
      aqua86
      last edited by

      Unfortunately no updates yet. It’s well over 2 months now and after getting AI generated suppport replies the issue apparently got “escalated to the relevant department”. (This was 3 weeks ago and I have not heard anything yet…).

      A 1 Reply Last reply Reply Quote 0
      • T Offline
        tinten.addi
        last edited by

        Hello everyone… my Suunto ocean removed ALL dive activitys from the „logbook“ Widget (on the Watch)! The activitys are still on the cellphone app… Thats really Bad if you want to Check something from your last dives real quick… anyone with the Same Problem?

        1 Reply Last reply Reply Quote 0
        • A Offline
          aqua86 @aqua86
          last edited by

          @aqua86

          That’s the not at all helpfull answer I got from customer “support” today after 3 months and numerous Emails from my side…:

          Thanks for contacting suunto customer support. I trust this message finds you well. If the device is not sync after the workout or any activity it might not show you on the app. After the update.

          Thank you for understanding this matter.

          Contact us if you have questions or concerns.

          Thanks for contacting Suunto customer service and enjoying this new adventure.

          Regards

          Sophia

          Suunto Customer Support Team

          A 1 Reply Last reply Reply Quote 1
          • A Offline
            aqua86 @aqua86
            last edited by

            @aqua86
            “Thanks for contacting suunto customer support. I trust this message finds you well. I am sorry to say this but it might have lost all your data.”

            Took only 3,5 months to come to this conclusion… :0(

            H 1 Reply Last reply Reply Quote 0
            • H Offline
              hananka @aqua86
              last edited by

              @aqua86
              Hi. I have same issue with missig dives on the Anderoid App. I tried unpair and repair followed by deleting the app and re install it. now it sync already 95 minuts 21 dives…Apprichate any solution if valid to allow sync of my dives from the ocean to the App.

              1 Reply Last reply Reply Quote 0
              • T Offline
                tinten.addi
                last edited by

                Same here, the (iPhone) App is not syncing my last dive… every time around 50% the App crashes and closes it Self.
                Reconnecting App with Watch didnt solve the Problem.

                😞

                1 Reply Last reply Reply Quote 0
                • T Offline
                  tinten.addi
                  last edited by

                  Update… reinstalling the app didnt solve the problem. Now it Syncs up to 90% before the App Crashes…

                  Someone knows about the problem the logbook Widget is deleting its activitys after time by itself? If the activity is gone there, I cant save them in the App Right?

                  pavel.samokhaP 1 Reply Last reply Reply Quote 0
                  • pavel.samokhaP Offline
                    pavel.samokha @tinten.addi
                    last edited by

                    @tinten.addi

                    the issue is being investigated

                    Logbook data will stay in the watch until you delete it or watch firmware is updated or watch reset to default settings

                    Opinions expressed are solely my own and do not express the views or opinions of my employer

                    T 1 Reply Last reply Reply Quote 0
                    • T Offline
                      tinten.addi
                      last edited by

                      @pavel.samokha thanks for answering! Last time i lost logbook files was middle of March.

                      Do you know when they fixed it? Looks like it was not the last update 😂 thanks for helping 😉

                      pavel.samokhaP 1 Reply Last reply Reply Quote 0
                      • pavel.samokhaP Offline
                        pavel.samokha @tinten.addi
                        last edited by pavel.samokha

                        @tinten.addi I don’t have anything else to share at this point. The issue is being investigated that’s all I can say so far.

                        BTW if you (or anyone else having similar issue) are willing to help we appreciate additional info (you can share in DM to me or here):

                        • When the crash occurred, and what timezone (or city & country) you are in at the time
                        • Which version of the application you had installed at the time of the crash (if you happen to know)
                        • Your username in Suunto App
                        • It would also be helpful if you could share SA-related reports from the iOS Analytics Data. Video below showing how to find those from iOS settings app:

                        https://www.youtube.com/shorts/67MBIFLuOok

                        Opinions expressed are solely my own and do not express the views or opinions of my employer

                        R 1 Reply Last reply Reply Quote 0
                        • A Offline
                          Achor
                          last edited by

                          I was having this issue with my most recent dive. I re-stalled the app and nothing, but as soon as i let it see location all the time instead of just while using the app they suddenly synced. I am not sure why this should make a difference.

                          pavel.samokhaP 1 Reply Last reply Reply Quote 0
                          • R Offline
                            Romaindaut @pavel.samokha
                            last edited by

                            @pavel.samokha

                            Same issue here, I am on iPhone 12 mini, IOS 18.4.1.
                            Logs attached.

                            Crash Suunto Ocean: Suunto App.pdf

                            pavel.samokhaP 1 Reply Last reply Reply Quote 0
                            • pavel.samokhaP Offline
                              pavel.samokha @Romaindaut
                              last edited by

                              @Romaindaut Thanks.

                              There is an Suunto App 2.45.1 available in App Store now, it should fix the issue. Please install and try it

                              Opinions expressed are solely my own and do not express the views or opinions of my employer

                              R 1 Reply Last reply Reply Quote 1
                              • pavel.samokhaP Offline
                                pavel.samokha @Achor
                                last edited by

                                @Achor see message above

                                Opinions expressed are solely my own and do not express the views or opinions of my employer

                                1 Reply Last reply Reply Quote 0
                                • R Offline
                                  Romaindaut @pavel.samokha
                                  last edited by

                                  @pavel.samokha It works, all good, thanks for the fast fix

                                  1 Reply Last reply Reply Quote 1
                                  • T Offline
                                    tinten.addi @pavel.samokha
                                    last edited by

                                    @pavel.samokha

                                    Hey Pavel, the problem with the Logbook files is not solved. My ocean is still deleting older files by itself.

                                    Sotware: 2.38.42

                                    1 Reply Last reply Reply Quote 0
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