Random reboots of the Suunto 7 during recording an activity

pavel.samokha

@olymay Well, Suunto produces devices and writes software - but all this work is based on components from different suppliers - one company supplies a heart-rate sensor, another - chipset and so on. Typically all this components come with SDK which may also contain bugs and etc.
I quite understand your frustration (I have similar issue) and sorry for that, but well - as for all affected it started to happen without clear reason why I am not surprised it haven’t been found during testing - this shit happens even to expensive products.
I’ll keep an eye on it and let you know if there is any news. Let’s wait for next update.

olymay

@Brad_Olwin Possibly. But the problem seems to be with the Suunto Wear App, which I doubt Google have much (if any) involvement with.

@Bulkan I have done this. Three times. Each time they promise someone from ‘Technical’ will get bet to me within 24-48 hours. This has never happened. I expect better when I have spent over £400 on one of their products.

@pavel-samokha You have a point there, maybe there is a clash between components/software. But it seems to be purely within the Suunto Wear App since the recent update. As it seems to crash (at least for me) when the display switches to the powersaving mode, maybe as a short term fix they could give us the option to dissable this powersave screen? At least until they fix the greater problem here. AT least it would allow me to use the watch as per it’s intended function.

I know I am ranting here, and I work in technology so I really do understand that this sort of thing can (and does) happen. I am mostly angry at the appalling customer service. Promising to get back to me and then they don’t. Each time I call up they tell me this is a highly unusual problem and they have never heard of it before (they clearly do not read these forums then do they!). They have suggested sending my watch back for a month (they will have it for 14 working days, plus transport and processing either side, comes to roughly a month) and it sound like that won’t remedy the situation at all.

I am getting much better info and response from here on the forums.

I am angry at the response by Suunto. I don’t want to take my frustrations to social media, but I may have to resort to that in order to get a response and acknowledgement from Suunto.

Mi_chael

@pavel-samokha

Do you know when (approximately) will be available the next firmware update?

pavel.samokha

@olymay said in Random reboots of the Suunto 7 during recording an activity:

us the option to dissable this powersave screen

It makes sense to me, I’ll try to pass this to the team.

@olymay said in Random reboots of the Suunto 7 during recording an activity:

I am mostly angry at the appalling customer service.

Not an excuse, but possible explanation I see is that first-line customer service is really can’t do anything with modern bug except to offer you to get watch for service.

@Mi_chael said in Random reboots of the Suunto 7 during recording an activity:

Do you know when (approximately) will be available the next firmware update?

Sorry, even if I had known I wouldn’t comment on anything like release dates - both because it may change due to various reasons (like a major bug in last minute) and just I suppose I’m not allowed to. Trying to do my best to be helpful here and not saying anything forbidden, probably I need a masterclass from @Dimitrios-Kanellopoulos

Mi_chael

@pavel-samokha

Ok, don’t worry. I understand.

pilleus

@olymay said in Random reboots of the Suunto 7 during recording an activity:

But it seems to be purely within the Suunto Wear App since the recent update. As it seems to crash (at least for me) when the display switches to the powersaving mode

Exactly the same experience here. And I think it depends on one of the settings in “gestures”, which also activate the coprocessor if a powersaving watch face is choosen.

I enabled AOD therefore and I think this is a solution to avoid this bug. Try to use it and disable all the options in “gestures” except “tap to wake”.

Maybe it’s working.

olymay

@pavel-samokha Thank you! You are doing a grand job and in just a few messages have given me way more information than three calls to customer service which have totalled over an hour.

I’m sure you already have done, but please stress to Suunto that this has rendered the Suunto Wear App on my watch completely useless.

I do realise that the first-line customer service are limited in what they can do, but when they promise that the Technical Team will contact me in 24-48 hours and I get nothing, either they are lying to me, or the Technical Team are ignoring me. Either way, that is poor and I am furious.

I have now just factory reset my watch for the fourth time in a week. I should not have to do this with a £400 watch (in fact I would be annoyed if I had to do it with a £40 watch!!).

Again, Pavel you have been great and seem to be making progress with Suunto that the rest of us are unable to do so.

I know you are unable to give us any dates as to when a fix may be released, but if you could give us a rough estimate (i.e hopefully within the next four weeks) please? If this goes on for much longer then I will be returning my S7 and getting something that actually works (maybe go back to my £10 plastic Casio!)

olymay

@pilleus Interesting! I will try a few combinations.

My usual settings are:

AOD: On
Tilt to wake: Off
Touch to wake: Off

pilleus

@olymay there is a third option in “gestures” for Suunto’s watch faces which are listet to save energy. I think this may cause the issue. With other watch faces it’s grayed out.

I used the 3100 essential watch face during the period of crashes,which is also designed to use the coprocessor.

Now I use a different watch face and didn’t experience the problem until now.

olymay

@pilleus Ah, yes, I know what you mean, the ‘power saver watch face’ with ‘power saver tilt’.

I use the default Heat Map watch face (it’s gorgeous!) with the power save feature turned on. I will try disabling this and see what happens…

EDIT
Just disabled the ‘power saver tilt’ and it made no difference

alex kennedy

@olymay i think you have sealed the deal with me. I was looking at the Suunto 7. With poor support I won’t be buying their watch. Working in tech industry a simple update that they are delayed but no contact is not on.

Bugs and poor battery life with crap.support…no thanks

Egika

@alex-kennedy and that is the message you registered your account here for?
Thank you for letting us know - I just don’t get of what added value this posting is…

Dimitrios Kanellopoulos

@alex-kennedy hi alex. Can you elaborate? Not all users have this specific issue and the support is well Since you don’t have the watch I assume, and I would assume you have not contacted support, what’s the issue here exactly ?

olymay

@alex-kennedy please don’t let me put you off. The Suunto 7 is an outstanding watch and as long as they can rectify this issue (which as already mentioned is not widespread) then I will once again be extremely happy with it.

Jamie BG

@alex-kennedy
Poor battery life - maybe to a fitness watch when used as a smartwatch, but compared to most other true smartwatches i.e. wear os/iOS and even latest Tizen its battery life is as good if not better.
In terms of continuous GPS tracking, unless you are talking about the sort of ultra fitness watches like Baro9, Fenix, 945 etc it seems to fare quite comparably - especially against other like fitness watches with touchscreens like Garmin Venu etc - got very similar battery life while tracking. And these watches do not have the same level of connectivity or screen as the suunto 7 (all power hungry activities).
If you can’t live with that then would consider that a true smartwatch isn’t for you.

Poor support - maybe, but then maybe not when you consider how regularly they are updating and how many feature updates there are. Currently seems that there are only a couple with the tracking/crashing issue - I suspect the percentage is small, and I agree it does need to be fixed, and we have advised that it will be. I don’t know how regularly other smartwatches/fitness watches are updated, but considering that since I got this watch Suunto have done two major updates and google is regularly updating, got to give them kudos on that.

only bug issue relating to suunto is this crashing, which most of us don’t seem to have. There seem to be 2/3 users with this issue?
Google assistant - latest update from google seems to have this working better than ever - much better than any other wear os update. Even managed to get it to add a calendar event - note sure it could that prior to recent update.

Jamie BG

@olymay
Considering that so few people have this issue, and that sometimes a changed setting and or a reset/restart fixes the issue, I can’t help thinking it a setting or related to another app (its potentially possible it may be a bad firmware update - not sure how one clears and resets firmware).

Have you downloaded any 3rd party apps - if so which ones (I downloaded a GPS one the other day and it prevented my suunto app from getting a gps fix - had to uninstall and reboot the watch to fix it). Its possible that a app may be causing the suunto app to crash.

Have you checked the premissions settings for the suunto app on the watch and all permissions are given?

What google fit settings do you have? If any app is likely to cause a clash and crash while tracking I would think it might be this one.

olymay

@Jamie-BG Thanks, some really great ideas in there. Sadly, they are all ideas I have had myself and have tried to work around.

I have tried all power saving related settings, from all powersve off, to all powersave on, and everything in between.

I the only extra apps I had installed were Google apps (Messages, Maps, and Play Music). I have done so many factory resets now (well into the 20’s!!!) and have been running the watch vanilla the last few times, with no extra apps added at all.

All permissions are given in the watch.

My Google Fit settings are the same they have always been since I had the watch - background HR on, location on, track physical activity on, use body sensors on.

It only started happening after the recent software update.

olymay

So, the saga continues!!!

I went for a run today, after factory resetting the watch, and all started fine. The watch went into it powersave display and all looked good. I was happy.

But I was doing a new route, and I wanted to check where I should turn off, so I switched to the map display. All was good, it showed me where to turn off, which I did. I then put the watch back to the default data screen so I could monitor my pace.

This is where things took a dark turn…

About 30 seconds (or so, ish) after I went back to the default data screen, my watch buzzed angrily on my wrist and went to the default clock face.
I pressed the top right button, the Suunto Wear App opened on the default data screen and looked to still be tracking.
It then buzzed and and returned to the clock face. This repeated a few times until I got bored.

At the end of my run I was able to relaunch the Suunto Wear App and stop the activity and luckily it had continued to track in the background.

I have tested it since being home, and it does this crazy reboot/crash after 23 seconds, like clockwork, every single time. Looks like yet again I have to factory reset the watch.

I now have to factory reset the watch at least one a day!!

This is not what I expected when I spent £400 on a fitness smartwatch. Sunnto needs to fix this or I will be sending it back.

olymay

Another small update.

As stated previously, I have tried multiple combinations of settings. One of which was turn off the ‘power saver tilt’ option for the AOD.

I have just been fiddling around with settings again and this ‘power saver tilt’ option was ON! I definitely turned it off. So I turn it on again, return the watch face, aaaaand… power saver tilt is back on!!! No matter how many times I turn this off, it turns itself back on again!!

I have no idea if this has anything to do with the main problems I am having with the watch, but I thought it worth mentioning.

Does anyone know a way to turn it off permanently please? I like it on, but it’s not a deal breaker, and I would like to try a run with it off (properly off!).

Dimitrios Kanellopoulos

@olymay yes. ITs a known issue fixed on the next SW to hit you guys till the “crash” issue also is validated. I cannot promise when but it’s a known issue internally.

To make sure the setting is remembered, changed the setting, reboot the watch, validate the setting is ok then launch Suunto wear app. Close the app, the setting should be what you asked for. Reason is that the Suunto wear app reads the setting only once after reboot.

@olymay I completely understand your frustration. I dont know what to advice but I assure you the issue is well known.