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

Dimitrios Kanellopoulos

@Niclas-Brundell I understand your frustration but as you can see we were not aware of this issue and still we cannot reproduce it. That’s why I am trying to help here.

ortles

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

@Niclas-Brundell I understand your frustration but as you can see we were not aware of this issue and still we cannot reproduce it. That’s why I am trying to help here.

This is very much appreciated, thanks!

As you are saying ‚we were not aware if the issue‘ - does this mean that suunto was not aware of the issue? Do you know if we can expect a solution in the near future? Can we help somehow by sending logs or anything else?

Maybe just a misunderstanding from my side… Thanks for clarifying!

mlakis

@Dimitrios-Kanellopoulos, yes, I was using an HR belt sensor during activity.

Finally, after restarting the watch, the watch connected to the phone, the activity got synced along with HR data not only for the activity but also for the phone app’s graphs, but it didn’t count for calculating the resources.

Maybe a process during or after ending the activity crashed and the watch required a restart to be able to initiate a connection to the phone again.

Charles

3 weeks that I can’t sync my activities with my phone and still no communication from suunto…
This is clearly un acceptable

Mats Djupsjöbacka

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

@Niclas-Brundell I understand your frustration but as you can see we were not aware of this issue and still we cannot reproduce it.

But seriously, the first post in this thread was 25 days ago. I reported the problem in
detail on Suunto’s support chat at that time (two times). I have mailed Suunto support five (5) times, I have (and several others) posted information about the sync problem in comments on their Facebook page long ago.

Kristjan Jansen

@Mats-Djupsjöbacka

Same here, I have reported an issue several times and Suunto have promised to solve it quickly. 25 days later and nothing! Now I probably start discussion to get my money back … I do not like this because I have been long Suunto user (5 watches owned) but it’s quite clear that Suunto isn’t able to cotroll their developments and neither keep their promises.

ortles

@pavel-samokha Maybe you can give us some more information about what’s going on with the sync issue?

(like here where was another problem that was relatively minor compared to the sync issue https://forum.suunto.com/topic/10574/activitiy-sharing-sa-does-not-work-any-more/16)

I think there are quite a lot of users affected (only a minority is writing here) and it would be very helpful if we would have some kind of information. I think we can be patient if we have the impression suunto is working on this and a solution is not too far away. Just to avoid that we are waiting for the ‚never to come‘ day here.

Thanks a lot, this would be very helpful!

satom

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

I think there are quite a lot of users affected (only a minority is writing here) and it would be very helpful if we would have some kind of information.

Just to agree with you that this issue has affected a lot of users. I reported the same problem with my Race more then two weeks ago (https://forum.suunto.com/post/142319), but so far no response from Suunto. I have also reported the problem to support but have received no response other than “send the watch for repair”, which in my opinion is useless.

People of Suunto, please, if anyone is reading this, give us a hint. I’m very willing to help with logs or any other information needed to fix this. I really like my Race and would like to see it working properly again.

sartoric

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

People of Suunto, please, if anyone is reading this, give us a hint.

They are reading, but, are you ?
@Dimitrios-Kanellopoulos is from Suunto and they are debugging this issue and asking for information

eg.
@Dimitrios-Kanellopoulos said in Unable to connect / sync vertical with suunto app since last update:

I read one user had this problem and put the phone on airplane mode (no data) and fixed the issue. Is that correct?

ortles

@Kristjan-Jansen

Same for me, I was a huge suunto fan since ambit and I want my vertical to work. In principle I like the concept and want to keep it.

But if they won‘t / can’t solve the sync issue, I‘ll have to see if I can get my money back and try something else

Hope they find a solution for that soon.

ortles

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

They are reading, but, are you ?
@Dimitrios-Kanellopoulos is from Suunto and they are debugging this issue and asking for information

Good to know, thanks!

Considering the fact that he’s from Suunto it was a little bit confusing when he said that they ‚were not aware‘ of the issue and ‚are not able to reproduce it‘.

This raises the concern that a solution is far away.

Maybe just a misunderstanding, so a more or less official statement or another way of clarifying would be helpful, I think.

Dimitrios Kanellopoulos

Just to be clear the issue has been raised almost from day one.

We didn’t have any reports about this issue prior to releasing the update. Before you ask we have a huge external testing team, consider it like a beta. The issue was not there till we released the update and reports started to come in from various channels.

Dimitrios Kanellopoulos

Additionally it’s hard to pinpoint the issue as it’s not android or iOS related. As you can also see not all users are affected.

ortles

@Dimitrios-Kanellopoulos

Thanks for clarifying, I think this helps a lot

Keep the fingers crossed that suunto team is able to fix this issue during the next time

I believe it’s not easy as the issue seems to be quite weird. If we can help somehow I am sure we would contribute as good as we can.

Sure you have considered that going back to status quo ante could be a solution as a last resort. But I can understand that your first priority is to fix the issue on the basis of current firmware.

Mats Djupsjöbacka

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

Additionally it’s hard to pinpoint the issue as it’s not android or iOS related. As you can also see not all users are affected.

Thanks for the information, but we have known this for three (3) weeks, but I am happy to know that Suunto also knows now.
Moreover, I obviously understand that Suunto didn’t catch this bug in beta testing and that no beta testing is bomb-proof.
What I don’t understand is that Suunto has done nothing in three weeks to inform us of their plan to fix the issue, let alone acknowledge that they are aware of it.
I like Suunto’s watches but this may be my last…

sartoric

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

I like Suunto’s watches but this may be my last…

Well, hope you find something that let you enjoy using it. We all do
… but if this issue is the reason why you want to change brand, be prepared to be frustrated as well

Charles

@Dimitrios-Kanellopoulos
So we just know that you guys are aware of the issue.
It’s not much information.
Any idea what is suunto’s strategy about this bug : giving us the opportunity to come back to the previous update? Or trying to fix the bug to release a new update? Any idea of the deadline?
3 weeks for a 450€ watch with very few info is quite annoying…

ortles

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

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

I like Suunto’s watches but this may be my last…

Well, hope you find something that let you enjoy using it. We all do

Problem is that without a fix / no sync we cannot use it at all.

So there‘s quite little room for enjoying the watch (just to put it like that). ;-(

Sure other brands will have problems with certain features, but this is a major issue that makes it unusable as a whole. I would say this is a different quality. That’s why we are so keen to find out if, after nearly 4 weeks, a solution is in sight.

Dimitrios Kanellopoulos

@ortles hey. So do I understand that this happens to you all the time ?

ortles

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

@ortles hey. So do I understand that this happens to you all the time ?

Yeah, right, exactly that!

I have tried over and over during my holidays with different activities. I followed every method which is mentioned here more than one time.

Sometimes, but very rare, I was able to sync a longer activity. This didn’t follow a clear pattern. In the end, sync was no longer possible at all, no matter what I tried. So I just had to stop using vertical. Since then it’s waiting in one of my boxes and I am back to my ambit which seemed to be already retired ;-(

Edit: Just gave it another try. Nothing has changed, no sync possible no matter what I do (unpair / pair, airplane mode on etc.). No chance, simply doesn’t work.