Unable to connect / sync vertical with suunto app since last update
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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… -
Yeah OK, I respect your professional experience, thanks for sharing some insights about how companies are dealing with bugs!
Sure, the problem is difficult to find, that’s obvious.
But we disagree in that respect that I say that it’s not OK to let a problem to be unsolved for a longer period of time if
— the issue has the consequence that the product cannot be used at all any more.
— there’s no idea what to fix, how fix and when
— there‘s a simple solution: go back to the old version. -
@ortles. If sync issues are linked with SA or/and device (phone) parameters, going back to old FW could not correct. But you’re right, it might.
Also from my experience : downgrading is almost never a good solution.
I hope Suunto teams will solve the sooner.Suunto’s devices at home :
Vertical titanium solar
Suunto Race S
S9pp titanium sand
Suunto Wing
S9B titanium Ambassador edition, A3P, X6 -
Sync problems persist also after FW update to 2.33.14. Actually, the BT connection behaves exactly the same way as it behaved before the update. Sync of activity starts but then after 25% progress is interrupted and won’t complete.
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Well, I have to also say as a software consultant in another conpany, that finding customer bugs can be extremely Hard sometimes.
But also I have to say, that if very large number of users have issue with the sync, there should be way to downgrade the sw.I noticed that after the update, sync didn’t work, but after I re-paired the device, sync went through quit fast. So I hope that this re-pairing would solve this.
In another thought, I worked as sw tester to suunto back in the days, and I have to say that then we were more thorough on testing.
But overall, the problem started after the latest update 1month ago, and before that sync worked perfectly, so in that conclusion I have to say that this is 100% sw update related issue, but different hw versions behave differently after update. I allready bought garmin instinct and if this is not fixed, the suunto watch is unusable
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@Tieutieu said in Unable to connect / sync vertical with suunto app since last update:
@ortles. If sync issues are linked with SA or/and device (phone) parameters, going back to old FW could not correct. But you’re right, it might.
Also from my experience : downgrading is almost never a good solution.It is extremely unlikely that the problem is caused by SA or/and phone parameters. Why did all of us get the problem after the FW update? Why is the problem independent of phone and its OS?
Allowing downgrading/rollback of FW is an excellent way to safeguard against bugs that slip through beta testing, allowing affected users to have functioning hardware. This option is available on both my cameras and I have used it once to keep my camera functioning. Unfortunately, Suunto has not implemented such an option. -
@Mats-Djupsjöbacka all of the users having the issue have the issue !
I use iPhone 13mini with lastest os, with latest SA version, and have absolutely no sync issues. Some users have the the same phone, same watch, and have the issue. -
If there’s someone working at Suunto reading this thread and they need more logs on the sync issue, let me know. (Apparently information on failed syncs is not automatically stored anywhere?)
For the past month, like many others, I have been following the conversation and looking for any workaround. It is frustrating that now even the latest update from yesterday does not address the issue. I haven’t bothered to contact their support channels, since they seem to not provide much support.
The problems started with the .12 fw update and the experience is the same whether I try to sync on Android 12 or the latest iOS. To me it screams faulty fw.
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I have used vertical with two different iphone 13 mini, latest OS each.
Sync didn’t work either.
Before the update no problems at all.
It’s the update respectively the way it works together with the hardware of the specific watch, that’s obvious.
We are the unlucky few (or many??) ;-(
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@ortles very strange indeed.
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@ortles said in Unable to connect / sync vertical with suunto app since last update:
I have used vertical with two different iphone 13 mini, latest OS each.
Sync didn’t work either.
Before the update no problems at all.
It’s the update respectively the way it works together with the hardware of the specific watch, that’s obvious.
We are the unlucky few (or many??) ;-(
I have an iPhone 13mini and several Suunto watches. No issues syncing! This is why the problem is still here. Suunto is working on this but my Race, 2 S9PPs, Vertical have no syncing issues. Sorry but clearly not the phone, the update or iOS here.
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So you are on the lucky side! Unfortunately buying a watch should not be a lottery ;-(
Everything you are saying makes it very probable to me that it must be the individual watch. Some of them cause problems as the respective hardware (there must be differences in detail!) is not working properly with firmware after the update.
This is the only theory that makes sense to me.
It cannot be the mobile / OS on mobile / SA or whatever.
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@ortles Suunto will sort this out, they do have information on this and hopefully enough to figure out.
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@Brad_Olwin
Hope so -
Bought the Vertical 2 weeks ago and have also sync problems with my Samsung S20. Tried everything…forget watch, restart phone, reset bluetooth phone,…
Updated the Vertical with last hotfix update…
Still problems…
