Unable to connect / sync vertical with suunto app since last update
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@pavel-samokha said in Unable to connect / sync vertical with suunto app since last update:
@ortles Unfortunately, I have nothing to add to what @Dimitrios-Kanellopoulos shared, not exactly my area of expertise. As he said issue is known and under investigation, thanks for your reports and patience.
Thanks for your reply, really appreciated
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@sartoric Thanks for the clarification. I wasn’t aware that @Dimitrios-Kanellopoulos works for Suunto. I was expecting something more like an official message on Suunto’s social platforms or through the news channel that appears periodically in the app. But anyway… now it is clear. Thanks again.
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@Dimitrios-Kanellopoulos I don’t know if this is relevant, but in my case the sync problem started with the new firmware and the first long climbing activity, which also records the altitude profile. Since then (and this was 3 weeks ago) no activities or other data (e.g. sleep data, HR etc.) have been able to be synchronised. Synchronisation starts, goes through each activity, but fails with the message “3/3 activities were not synchronised”. I have tried all the remedies suggested here - power off/on, reinstall the app, unpair/pair, airplane mode, etc. - but they don’t work, sync fails every time.
@sartoric said in Unable to connect / sync vertical with suunto app since last update:
@Dimitrios-Kanellopoulos is from Suunto and they are debugging this issue and asking for information
As @sartoric pointed out to me that you are debugging this issue, I can provide you with any information you need to find this problem. If you need the logs or anything else, please feel free to ask. I’m also familiar with the usual development environments for mobile apps (XCode/Android Studio), so if you can give me some background information, I can provide more specific details about my particular device that may help to pinpoint this problem. I would really like to see this problem solved soon and I’m willing to help.
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@Dimitrios-Kanellopoulos
This morning I had the issue again:
1/ Yellow warning that there are syncing issues
2/ Connection between the app and the watch lost (nothing helped - airplane mode, Bluetooth off, restart the app,…)
3/ I clicked on Forget the app in the watch
4/ I clicked on add a new device in the app
5/ the app is searching for the device
6/ suddenly it is not searching for the device but it says that the watch is synced
7/ The activity appears in the app
8/ logs sent around 7:25 today
Aren’t there a new Bluetooth drivers or something like that in the latest firmware?
Thanks for working on this issue! -
@Zdeněk-Hruška Please pm me your email so I can find the logs
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Just a theory from my side (i have already written down somewhere here):
It might be possible that verticals are built out of different pieces of hardware in detail. E. g. during production process there might have been used different bluetooth units for producing the watch depending on the date of production.
If the new firmware uses a new bluetooth driver (to increase speed) it might not work properly with the different variations of hardware vertical is built of in detail.
This might explain why some people have no problems at all whereas others manage to get through from time to time or under certain circumstances and others (like me) never succeed and all this has nothing to do with the mobile you are using or the OS on your mobile.
This might also explain why it’s difficult to reproduce the bug.
It simply depends on the individual hardware of your watch respective on firmware which is not suitable for certain variations of hardware which are there in detail.
It’s just a theory from my side, I am not an IT expert.
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@ortles Sounds logical and I hope we will get more official info soon.
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O ortles referenced this topic on
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Update 2.33.14 is released, I have successfully gone through the update process.
Sync seems to work properly now
I am very relieved that we now have a solution, I was close to give up but vertical seems back in the game now.
For sure I will test this out further more, the next long activities are already on schedule.
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Just finished my first workout with 2.33.14 update on the Race and I’m still seeing the sync problem
Bluetooth connection gets lost and activity is not synced with SA / cloud.
Given that there wasn’t any explicit mention of a sync fix in the change log (apart from a vague S+ communication fix), I wasn’t really expecting it to be solved yet with this update.
EDIT: FYI, I use Burner and Training Peaks - Ride S+ apps in case that matters wrt figuring out the sync issue.
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Maybe I was too optimistic with my first statement, just read something about ‚device communication‘ and thought that therefore this must be the long awaited update for the sync problem.
I will test this out from my side as well.
Before the update could be installed, I had to delete all activities on the watch. Since then, connection seems to work. But you are right, this is not really the use case.
I hope for the best and keep you updated (pun intendet!).
Edit: I don’t use any suunto plus apps (to be honest I am not sure what this exactly is…)
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@ortles @Mads-Hintz-Madsen @thailon @Suzanne @inkognito For those of you that sent me logs, I forwarded them to Suunto. I have not had these issues with my own Vertical, Race or 9PP. I have synced activities up to 9h in length with no issues. As was stated here, the problem is not occurring for all and difficult to pinpoint. Just wanted you all to know as well from me.
Vector/T6c/Ambit 3 Peak/S5 Copper/S3/S7 Ti/S9 baro Ti/S9P Ti/S9PP Ti/Vertical Ti/Race Ti/RaceS/Ocean/Wing
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@Brad_Olwin we understand! Since some people suggested that the sync issue (that some of us do have) had been solved with today’s update, then I just wanted to report that I’m still seeing the sync issue after the update.
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OK, I was wrong!
Did a gym unit of roughly 90 mins. today.
Nothing special - I used standard preset sports mode which is just measuring total time and heart rate (used a heart rate belt for that).
Sync unfortunately still not possible (like others have already reported here).
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@Brad_Olwin I’ve had a lot of sync issues. But nothing tied to length of activity. My longer activities have actually synced better than shorter ones. But my theory is that the longer activities have all been outside of cell signal. Where as my hour long activities are all within cell service. And that cell service has something to do with it
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After the last update, I made a very short walk and * sadly * found again sync issues, the SA gave me connection error for three times before synching the activity …
Ordinary sync (that is, without activities) seems OK, while I had problems with them too before the update.
I think that recurrent sync problem must be inspected deeper from the developer team. -
Dear Suunto team
I have quite a simple question:
It seems to me that, after exactly one month since the update, no one has any clue what the problem is about (I take this from what I hear here that it’s so difficult to pinpoint the problem and that we are discussing wild theories here about what might go on).
This simply means that the update that was released doesn’t work (for whatever reason, this doesn’t matter in the end).
The only consequence can be to take it back then and go back to the old version of sync which was perfectly fine for everybody. Why don’t you do that or at least offer the option to do so if, after one month, there‘s no fix in sight?
And please don’t say the update works for most users. This is not a valid argument as Suunto has to sell products that work for everyone and not only for a part of the users (no matter if this part is huge or small). Otherwise I am not buying a watch but only the chance of having a functioning watch which definitely is to little.
Please remember that sync is absolutely vital for the use of the watch. It’s not a nice to have feature. So it’s not OK to establish a kind of beta testing at the cost of some users if there’s no idea what to fix, how to fix and when to fix.
This should be no rant, in the end we all want the best. It’s just I thought from my side, as I have the impression that the appropriate perspective probably has been lost.
Can anybody say something about that?
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@ortles as long as many users have no issues at all with sync (my case, neither all my friends using SV, SR, S9pp), that’s the definition of “bug” : it’s not always easy to find the “why”.
It’s very certainly / I can be due to a combination of many factors (FW, watch settings, activities settings, SA, phone parameters…).
If it was that simple, they would have already solved.
Hope they will solve the sooner for all users that are impacted. Clearly I would be also very anoyed if I had that issue too.(Does some users impacted have tried to sync using another device ?)
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@ortles said in Unable to connect / sync vertical with suunto app since last update:
And please don’t say the update works for most users. This is not a valid argument as Suunto has to sell products that work for everyone and not only for a part of the users (no matter if this part is huge or small). Otherwise I am not buying a watch but only the chance of having a functioning watch which definitely is to little.
As far as I can remember, with EVERY brand and device (when talking about electronics), there is always people that have/find issues. With every release.
I can hear your frustration but If it is very specific case bug, It’s may not have been detected during tests.
I work for a software compagny, and I can assure you that even if our tests procedures are very high and deep, some clients always found issues on every public release. And the hard part is always to find what lead to those issues. -
This is what I always hear, it works for most users.
Sorry, imho this is not a valid argument. The issue is absolutely vital for the use of the watch. Without sync no use. So you cannot say, oh it doesn’t work for some users, let’s see what we can do, oh it’s so difficult and so on… (hope it’s understandable what I want so say).
To put it like that: What would be the limit? Would it be OK if 10 % of the users cannot sync any more? 5 % 20 % 50 %?
A possible definition of bug, if it exists, should not only look at a percentage of users affected but also at how severe the problem is for the use case. Both factors should be taken into consideration.
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@ortles That’s not what I said : I only said that finding an issue is not always easy.
And I don’t know how many people are impacted. For sure every compagny wish they had no bugs when the release a version.
My experience in my work is that even if everything has been tested, when a version is released some issues can impact everyone, or just few people. When a lot are impacted, issue is more quicliky identified (but identified doesn’t mean corrected…).
Every software compagny deals with bugs : and priorities corrections are always a combination of what you mentionned (% impacted, criticity, difficulty to correct, available ressources to correct…)
For sur the sync issue is a high priority. But I’m not Suunto so can’t tell if issue has been identified and when it will be corrected…
