Unable to connect / sync vertical with suunto app since last update
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@ortles Just out of curiosity… have you guys tried say syncing through VPN? Maybe there is some weird distributed system thing going on.
Suunto watches: Ocean, Race, Vertical (Titanium Solar Sand), 9 Baro (Ambassador Edition), Spartan Ultra (Copper Edition), Ambit 2, S6
Suunto Wing -
@Charles Hi, can you explain us how you did to send it back the watch ?
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@EzioAuditore The synchronization of activity data from the watch to the application does not rely on an internet connection. It operates smoothly, even if your phone is in airplane mode with BT enabled. If activities make it to the app, they are seamlessly synced to the cloud. Therefore, I don’t believe VPN would help
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@inkognito You’re right. I thought it’s not syncing to the servers. My bad.
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@denis_barberot
Sure, just follow the steps indicated here
https://www.suunto.com/fr-fr/Assistance/Repair-services/Demande-de-reparation-en-ligne/To keep you updated, i’ve send my a week ago, they received it monday and the repair center sent me a new one.
Apparently, they’ve diagnosed a problem with the Bluetooth unit. @Dimitrios-Kanellopoulos will keep us updated.Cheers
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@Charles said in Unable to connect / sync vertical with suunto app since last update:
Apparently, they’ve diagnosed a problem with the Bluetooth unit. @Dimitrios-Kanellopoulos will keep us updated.
Sounds like the theory could be right that firmware does not work properly with different versions of the individual hardware. This would perfectly make sense.
And it seems that there might be some progress regarding the overall issue if I interpret you correctly.
Would be interesting to hear more about that.
Thanks for the update - hope that your new watch now works as it should! Keep us posted
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@ortles I haven’t received my new watch yet ! I’ll keep you posted.
Apparently my watch really helped to understand the problem ! Hope a fix will happen soon.
I don’t have any further informations about the delay and the exact cause of the problem.
Cheers -
Hey guys,
I’ve tested my new watch sent by the suunto repair center, the sync works perfectly !
For those with the sync problem I advise you to do the same. You will get a brand new watch (and I even got some complimentary new wrist band!).
Cheers
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Glad you have a working watch now - thanks for the update!
IMHO it would be nontheless helpful to have some (more or less) official information what the problem really is about and how we can deal with it as costumers.
It’s not guaranteed that the outcome is always the same as in your case when you send the watch in (e. g. you might get a new watch which has the same problem as these are obviously still sold etc. / if they are not aware of the problem in the specific case, they might send your watch back but the problem isn’t really solved).
It’s still a little bit confusing that the problem is not only hardware related but has something to do with the update.
So a (more or less) official information what we should do would be good!
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I previously sent my watch in when it would not sync and Suunto had it for 1+ month - they sent it back saying there was nothing wrong with it.
Can you comment on how you described your issues to the support team? My watch has been unusable for several months now as it does not sync.
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I am super happy that everything worked out in the specific case as @Charles was one of those who constantly reported here from the beginning.
But keep in mind that suunto had specific attention to his case as they were explicitly looking for one of the affected watches (if you read the thread).
BTW: The idea here came from @Mats-Djupsjöbacka and obviously seemed to be helpful if I interpret everything correctly.
We need some kind of ‚official‘ information (best would be at the beginning of next week after the holidays).
Otherwise possibly hundreds or thousands of people with sync issues (no one really knows how many are affected) will send in their watches for repair or exchange and might be disappointed then if the outcome is not the same but different.
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@ortles I send my yesterday. And we will see… I will let you know guys!
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Hey cool, good to know! Keep us posted!
Keep the fingers crossed for you as well 
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@ortles
Yes I agree… As suunto was expecting my watch to help them diagnose the problem, I’m pretty sure I got some kind of preferential treatment.
They sent me a new watch even before they started working on the old one.
But the good news is that they managed to fix the problem on my old watch as old activities got synced with SA before I received my new watch.@tyj14 the update was 6 weeks ago, I guess you send your watch right away ? Maybe they did not know about the problem at this time ?
Did you try to contact the repair center ? -
It will be very good if Suunto releases some official communication on the issue. Suunto, if you are reading this, please do so. With this uncertainty, more and more people will probably decide to send their devices back. However, if you lay out a clear explanation (and hopefully a deadline for a software fix), I’m sure everyone could wait a little longer. I’m in a similar position myself.
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@Charles my Vertical stopped syncing after an earlier update… I did not know about this thread at the time and worked directly with support so they were well aware of my issues at the time and they told me to send it in for repair after all troubleshooting failed.
Funny enough, the repair center received my watch, had it for ~1 month (hmmm) and then said my watch synced for them, but what I suspect is that they simply released another update while they had it.
I received my watch back from them and it worked again until about 6 weeks ago and it hasn’t synced ever since. Absolute dumpster fire of a company if I’m being honest.
I have big outdoor plans coming up that require a dependable watch that I trusted Suunto could provide. I understand that problems with products persist, however, the lack of clarity from Suunto is unacceptable in my opinion. This watch is close to the most expensive on the market and I regret not buying a Garmin every day.
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According to suunto‘s self testimonial robustness and reliability are part of their brand DNA.
You can read on their webpage (see about suunto / heritage)
https://www.suunto.com/en-gb/About-Suunto/heritage/
And yes, I always shared that perception.
Time to keep that promise now
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@ortles please excuse my frustration. As an aside, I have had friends/training partners upgrading their watch this year… they have witnessed this debacle i.e. embarrassing lack of transparency regarding failures in their product and me not being able to use my watch off and on for most of 2024.
They have decided to buy other brands.
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@tyj14 said in Unable to connect / sync vertical with suunto app since last update:
@ortles please excuse my frustration.
No need to excuse - I share that and I am frustrated as well!
I like the overall concept of vertical and I think I would prefer it over other brands - given that everything would work again.
If sync issue and breadcrumb issue would be fixed, it would be my 90 % perfect watch and I would be happy with it.
Still have hope that they will manage it within a not to long period of time (even though it’s nearly two months now without a clear perspective!). That’s why at the moment I am still reluctant to change it. But how much time should I invest? I am unsure! An official information what we can expect right now would be definitely helpful therefore.
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PLEASE, LET US KNOW!
Our brand new 500€ Suunto Watch are unusable, what we have to do?
Is it a BT hardware related problem and we have to ship them back to Suunto for being repaired/substituted?
OR
is it a software problem and we have to wait for a new firmware?
and how much time we have still to wait??After more than six weeks Suunto must know what is going on!
Suunto Vector . Vector HR . Core . Race & Race S
