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

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  • M Offline
    Matze Bronze Member
    last edited by 24 Apr 2024, 09:31

    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.

    1 Reply Last reply Reply Quote 0
    • P Offline
      Pazfet
      last edited by 24 Apr 2024, 09:53

      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 😞

      Suunto Race, Suunto Vertical
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      Garmin Fenix 6x Pro
      Polar Grit X, Polar Vantage M
      Garmin Fenix 3HR, Garmin vivosmart
      Polar M400
      Suunto Ambit 2S, Suunto Ambit 2, Suunto Ambit
      Suunto Elementum Terra, Suunto Core, Suunto T6d
      Polar RS200

      1 Reply Last reply Reply Quote 2
      • M Offline
        Mats Djupsjöbacka Bronze Member @Tieutieu
        last edited by 24 Apr 2024, 13:50

        @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.

        T 1 Reply Last reply 24 Apr 2024, 14:24 Reply Quote 2
        • T Offline
          Tieutieu Platinum Member @Mats Djupsjöbacka
          last edited by 24 Apr 2024, 14:24

          @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.

          Suunto’s devices at home :
          Vertical titanium solar
          Suunto Race S
          S9pp titanium sand
          Suunto Wing
          S9B titanium Ambassador edition, A3P, X6

          O 1 Reply Last reply 24 Apr 2024, 15:55 Reply Quote 0
          • R Offline
            rokkenrolli
            last edited by 24 Apr 2024, 14:53

            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.

            1 Reply Last reply Reply Quote 3
            • O Offline
              ortles Silver Members @Tieutieu
              last edited by ortles 24 Apr 2024, 15:55

              @Tieutieu

              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??) ;-(

              T B 2 Replies Last reply 24 Apr 2024, 16:12 Reply Quote 1
              • T Offline
                Tieutieu Platinum Member @ortles
                last edited by 24 Apr 2024, 16:12

                @ortles very strange indeed. 😞

                Suunto’s devices at home :
                Vertical titanium solar
                Suunto Race S
                S9pp titanium sand
                Suunto Wing
                S9B titanium Ambassador edition, A3P, X6

                1 Reply Last reply Reply Quote 0
                • B Online
                  Brad_Olwin Moderator @ortles
                  last edited by 24 Apr 2024, 19:10

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

                  @Tieutieu

                  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.

                  Vector/T6c/Ambit 3 Peak/S5 Copper/S3/S7 Ti/S9 baro Ti/S9P Ti/S9PP Ti/Vertical Ti/Race Ti/RaceS/Ocean/Wing

                  O 1 Reply Last reply 24 Apr 2024, 19:24 Reply Quote 0
                  • O Offline
                    ortles Silver Members @Brad_Olwin
                    last edited by 24 Apr 2024, 19:24

                    @Brad_Olwin

                    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.

                    B 1 Reply Last reply 24 Apr 2024, 19:40 Reply Quote 2
                    • B Online
                      Brad_Olwin Moderator @ortles
                      last edited by 24 Apr 2024, 19:40

                      @ortles Suunto will sort this out, they do have information on this and hopefully enough to figure out.

                      Vector/T6c/Ambit 3 Peak/S5 Copper/S3/S7 Ti/S9 baro Ti/S9P Ti/S9PP Ti/Vertical Ti/Race Ti/RaceS/Ocean/Wing

                      G 1 Reply Last reply 24 Apr 2024, 19:50 Reply Quote 2
                      • G Offline
                        GiPFELKiND Silver Members @Brad_Olwin
                        last edited by 24 Apr 2024, 19:50

                        @Brad_Olwin 😂😂😂😂 Hope so

                        If it doesn't challenge you, it doesn't change you. #lifewithasthma #runwithasthma #nevergiveup #pushinglimits #adventurestartshere Suunto D9, 9 Baro, 9 Peak, Vertical Ti, Race , Race s Courtney, SA (Beta) Android🏃🏼🧗⛷️🚵

                        1 Reply Last reply Reply Quote 0
                        • U Offline
                          Ultrawalker
                          last edited by 24 Apr 2024, 23:37

                          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…😪

                          Suunto Spartan Ultra
                          Suunto 9 Peak Pro All Black
                          Suunto Vertical

                          O 1 Reply Last reply 25 Apr 2024, 08:51 Reply Quote 0
                          • Z Offline
                            Zdeněk Hruška Bronze Member
                            last edited by 25 Apr 2024, 07:55

                            Hi, just an update to my current situations. Since the last update I was able to sync all the workouts (two of them were with GPS / one around 60 minutes and the other 2 hours and 30 minutes). Both of those synced without any issue.
                            But what I need to mention is that:
                            1/ I always closed (killed) the Suunto App before the start of the activity since the last update
                            2/ I opened the app once I had a stable 5g / Wi-Fi connection.
                            Then I let it sync without any interruptions and it was successful.
                            I don’t know what exactly helps or wether the issue will reappear in future. For now I have been lucky.

                            1 Reply Last reply Reply Quote 0
                            • O Offline
                              ortles Silver Members @Ultrawalker
                              last edited by 25 Apr 2024, 08:51

                              @Ultrawalker

                              Welcome to our club! The more people write here and report if there’s a problem with sync the better it is (not individually but it helps to illustrate that there are a lot of people affected).

                              Suunto might fix this. It can be tomorrow, in four weeks or maybe never. That’s unsure.

                              Suunto has made a big mistake with the update, but they nonetheless won’t tell us.

                              Considering the fact that they weren’t able to find a solution within one month even though this is a severe problem for their products, I am not very optimistic.

                              I guess we will still be sitting here in four weeks without any solution.

                              Hopefully I am wrong with that!

                              D T 2 Replies Last reply 25 Apr 2024, 09:56 Reply Quote -3
                              • D Offline
                                Dimitrios Kanellopoulos Community Manager @ortles
                                last edited by 25 Apr 2024, 09:56

                                @ortles we wont tell what?

                                Community Manager / Admin @Suunto
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                                C M 2 Replies Last reply 25 Apr 2024, 12:07 Reply Quote 0
                                • T Offline
                                  Tieutieu Platinum Member @ortles
                                  last edited by Tieutieu 25 Apr 2024, 09:57

                                  @ortles for me telling that “suunto made a big mistake with this update” is a complete non-sens.
                                  Again, no company releases versions with intentionnal bugs…

                                  Suunto’s devices at home :
                                  Vertical titanium solar
                                  Suunto Race S
                                  S9pp titanium sand
                                  Suunto Wing
                                  S9B titanium Ambassador edition, A3P, X6

                                  1 Reply Last reply Reply Quote 3
                                  • P Offline
                                    Pazfet
                                    last edited by 25 Apr 2024, 10:24

                                    I’m starting to think this is somehow related to BT chips and it’s FW or version. Since the Race is made in China (allthough this affects Vertical also) the actual manufacturer might have changed the BT chip on some wathces during the production?

                                    I used to do BT certifications, so that’s why I thought this. Just others to check, my Race has BT: 3.0.32 version according to watch itself. If this is just the version of the BT or some Suunto own numbering, I don’t know.

                                    Reason for the BT connection to blame, is the fact that when the sync starts, it clearly disconnects, and reconnects few times, and with the .12 sw version, took very long to sync, there is something in the handshake procedure of the app (phone) and the watch. And when there is no GPS, it works ok, suggest that the amount of data it tries to send via BT also affect this. If there is less data, (no GPS data) it works, so all point to the “Suunto app sync speed improved” feature that the sw: 2.33.12 affected the BT connection on most BT chips, but other ones, it was not compatible.

                                    Suunto Race, Suunto Vertical
                                    Polar Grit X Pro
                                    Garmin Fenix 6x Pro
                                    Polar Grit X, Polar Vantage M
                                    Garmin Fenix 3HR, Garmin vivosmart
                                    Polar M400
                                    Suunto Ambit 2S, Suunto Ambit 2, Suunto Ambit
                                    Suunto Elementum Terra, Suunto Core, Suunto T6d
                                    Polar RS200

                                    P Z O 3 Replies Last reply 25 Apr 2024, 10:31 Reply Quote 2
                                    • P Offline
                                      pilleus @Pazfet
                                      last edited by 25 Apr 2024, 10:31

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

                                      my Race has BT: 3.0.32 version according to watch itself

                                      On my Vertical it is 3.0.32 too.
                                      On my 9PP it is 2.4.20.

                                      With both watches, SA beta and a Pixel 6 with Android 14 I have no problems with syncing or loosing bt connection.

                                      https://www.instagram.com/moves.are.life/
                                      Suunto Vertical Black Lime
                                      Suunto 9 Peak Pro Black
                                      Suunto Spartan Ultra Stealth Titanium

                                      1 Reply Last reply Reply Quote 1
                                      • Z Offline
                                        Zdeněk Hruška Bronze Member @Pazfet
                                        last edited by 25 Apr 2024, 10:37

                                        @Pazfet Yes that sounds very logical and a similar to what I thought. I would add that it also seems to be affected by the bad internet connection. At least it seems so. It could be a fake lead and it doesn’t need to be the cause but in my case the sync issues occurred when the sync started while the internet connection wasn’t perfect. Last activities where the sync had started while on a stable 5G (when the app was closed until that moment) were synced without any issue.
                                        But who knows I haven’t had enough courage to test it more after my training 😄

                                        1 Reply Last reply Reply Quote 0
                                        • C Offline
                                          Charles Bronze Member @Dimitrios Kanellopoulos
                                          last edited by 25 Apr 2024, 12:07

                                          @Dimitrios-Kanellopoulos
                                          I think @ortles ment that suunto made no public statement about the sync bug that appeared with the new update.
                                          And I agree with him, leaving us with very little info & time schedule is quite annoying.

                                          O 1 Reply Last reply 25 Apr 2024, 12:56 Reply Quote 4
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