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

ortles · 4 Apr 2024, 10:31

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

@Mats-Djupsjöbacka
It really felt like a human interraction … However IA are so good these days that I can’t be sure.

The follow up by email is quite disappointing, I received this

Dear Suunto Customer,
Thank you for your recent contact to our support team. We are now closing your support case.
Your feedback is important for us. Please take a moment and reply to a short survey on how we were able to help you.
Best regards and exciting adventures! Suunto Support Team

Yes, indeed, this doesn‘t make any sense at all and as an ‚answer‘ is disappointing.

What I don’t understand is why there is no official information? Why can‘t anybody from suunto give a short information here to clarify everything?

It‘s not our fault that the update basically destroyed our watches.

A good communication can be seen as part of a good marketing strategy…

Mats Djupsjöbacka · 4 Apr 2024, 10:53

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

The follow up by email is quite disappointing, I received this

That is the default mail we get every time we are in contact with the support chat. Hopefully, you will receive some other mail. But this shows how [censored profanities] Suunto’s support is. If they were serious they would have a support ticket system so we could refer back to a particular support case. If you now get back to support and ask about the mail they promised you cannot refer to any support case, and they close the case without the issue being solved. No wonder Suunto has one of the lowest customer satisfaction ratings on Trustpilot I have ever seen.

gizmo · 4 Apr 2024, 11:16

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

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

The follow up by email is quite disappointing, I received this

That is the default mail we get every time we are in contact with the support chat. Hopefully, you will receive some other mail. But this shows how [censored profanities] Suunto’s support is. If they were serious they would have a support ticket system so we could refer back to a particular support case. If you now get back to support and ask about the mail they promised you cannot refer to any support case, and they close the case without the issue being solved. No wonder Suunto has one of the lowest customer satisfaction ratings on Trustpilot I have ever seen.

It’s not so bad

Niclas Brundell · 5 Apr 2024, 04:45

I’ve had this issue since the update. One thing I’ve noticed is that the two activities that I did outside of cell service synced to the app instantly. The ones I’ve done within cell service haven’t synced.

Mats Djupsjöbacka · 5 Apr 2024, 08:02

I found a support mail address for Suunt on Reddit and got a swift reply, including a support ticket - kudos to Suunto!
For your information, I have included the mail conversations, there you also see the address to Suunto support.

Niclas Brundell · 5 Apr 2024, 15:01

@Mats-Djupsjöbacka clearly suunto support has no idea what they are doing. This is clearly a software issue seeing as everyone got it at the same time with the latest update. So sending the watch in for repair will do absolutely nothing except take a lot of watches away from people

Niclas Brundell · 5 Apr 2024, 17:38

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

I’ve had this issue since the update. One thing I’ve noticed is that the two activities that I did outside of cell service synced to the app instantly. The ones I’ve done within cell service haven’t synced.

Just tried putting my phone in airplane node before i stopped the activity. WiFi and data off but Bluetooth on. The watch synced instantly with the app. So it seems like the issue is that the app tries to connect with suuntos servers and that blocks the ability to sync with the watch or something like that. Don’t know why. But turning off internet makes the watch and app sync like normal.

I would let suunto know. But they don’t have a public email and I can’t reach their chat support even though it is supposed to be open

Mats Djupsjöbacka · 6 Apr 2024, 13:19

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

Just tried putting my phone in airplane node before i stopped the activity. WiFi and data off but Bluetooth on. The watch synced instantly with the app. So it seems like the issue is that the app tries to connect with suuntos servers and that blocks the ability to sync with the watch or something like that. Don’t know why. But turning off internet makes the watch and app sync like normal.

I would let suunto know. But they don’t have a public email and I can’t reach their chat support even though it is supposed to be open

Thanks for the info, but no luck for me - no sync of long (>60 minutes) activities in airplane mode and just BT on. By the way, I reached Suunto support via the email support-en@suunto.com

Niclas Brundell · 6 Apr 2024, 13:32

@Mats-Djupsjöbacka weird. I’ve done a 1.5h a 2.5h activity out of cell service that synced instantly. But even hour long runs wing sync if I have cell service.

denis_barberot · 7 Apr 2024, 13:45

So now its 2 weeks off from suunto support. It’s clearly unacceptable !!!

If i do th esame in my job i’m revoke after 2 weeks.

So the issue is coming from the update did end of march and pushed by SUUNTO.

So for me the must give a new update in order to close the issue. I do not knoww in the world how many we are but it’s clearly a Suunto crash. In terms of profesionalism we reach the bottom.

So please can you keep up us posted here how we have to do except cash back the watch !!!

Brad_Olwin · 7 Apr 2024, 14:02

@denis_barberot This may be difficult to solve and implement. It is not affecting everyone. I have no issues whatsoever syncing nor do any of my friends using Suunto on Android or iOS. I know this is frustrating but an SA update (I believe this is an SA problem not watch problem) should be issued with a fix. Suunto is aware of the issue.

Charles · 7 Apr 2024, 17:01

@Brad_Olwin
Thank you for the info.
However saying that not everyone is affected is kind of a lame argument. Even if a small proportion of user is affected, it does not mean suunto shouldn’t do every effort to correct it rapidly…
Suunto should at least communicate publicly to acknowledge that there in, in fact, a problem…
The most frustrating thing is not to have bought a non fonctionning 450€ watch but to have no idea when the bug will be fixed.

Brad_Olwin · 8 Apr 2024, 01:18

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

@Brad_Olwin
Thank you for the info.
However saying that not everyone is affected is kind of a lame argument. Even if a small proportion of user is affected, it does not mean suunto shouldn’t do every effort to correct it rapidly…
Suunto should at least communicate publicly to acknowledge that there in, in fact, a problem…
The most frustrating thing is not to have bought a non fonctionning 450€ watch but to have no idea when the bug will be fixed.

It is not a lame argument. If the bug is affecting everyone it should be a straightforward fix. If only affecting some it can be quite difficult to figure out why and then implement a fix that does not cause further problems. I do not think Suunto is sitting on their hands here. There are some testers (although a minority) affected as well.

Mats Djupsjöbacka · 8 Apr 2024, 09:07

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

This may be difficult to solve and implement. It is not affecting everyone. I have no issues whatsoever syncing nor do any of my friends using Suunto on Android or iOS.

Yes, I’m (we are) aware that this does not affect everyone - that’s obvious!
Likewise, I understand that bugs can be difficult to fix.
What I don’t understand is that Suunto does not give us clear information. As you see above I got different information from email support and support chat. I have not received any reply to my last mail to Suunto support (see above). This is most disappointing and frustrating.

Matze · 4 Aug 2024, 09:20

Hi all,

over the weekend I did a hard reset of the watch, i.e. a factory reset via the watch settings menu. It is quite annoying, as I lost a couple of activities. Also you have to re-adjust your settings and re-program the customised sport modes and download the offline maps again.

Nevertheless, the hard reset did it for me. Now I can sync the activities as usual. I used pre-defined sport modes as well as my own customised sport mode. Activities with both sport modes synched as expected.

The SA is running on an iPhone and I haven’t done any changes w.r.t. the app.

Maybe this is a solution for some of you…

EDIT: I have Suunto Race.

Cheers

Charles · 8 Apr 2024, 14:09

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

I do not think Suunto is sitting on their hands here

So you don’t really know that they are working on it …?

We are juste really frustrated of

Clearly the update was released without proper bêta testing
Sunnto does not communicate about the problem et how/when they think it will be fixed

larrybbaker · 8 Apr 2024, 14:29

I run daily and have only had one instance of the watch not connecting to sync - turning BT off then back on resolved it. Latest iOS beta and watch firmware.

Brad_Olwin · 8 Apr 2024, 19:12

@Charles https://forum.suunto.com/post/142510

Charles · 9 Apr 2024, 07:40

@Brad_Olwin
Thanks you!

ortles · 9 Apr 2024, 08:58

I don‘t think it‘s a problem with the app.

Took my old ambit peak 3 for some longer trips in the alps the last days and sync with it worked fine as always.

So it must be the new firmware of vertical. Maybe it doesn’t interact with different variations of the hardware as it should (hardware may differ in detail even if it is the same product).

For suunto, this clearly is a disaster, if an update makes one of their products inusable - even if only a minority of users is affected (what makes it probably difficult to figure out what the problem is). Never experienced something like that before.

As suunto is responsible for their products, in my eyes they should admit that something has gone wrong and clearly communicate what we can expect. The problem is not that something has gone wrong. This might happen. The problem is that everything is left unclear and we don’t know what we can expect.

I don‘t want to rant about that, but again, the bug should be fixed as soon as possible - even if the price would be to temporarily return to the old firmware as far as sync is concerned (a new version free of bugs could then be delivered with the next update). In the end we all would be happy if we could use our watches again.