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

laurent92m

Hello,
In my case, with Vertical, since last upgrade, synchonization of activities do not work normally. (Hard re-set of the watch, new Suunto Apps download on 2 Samsung, new Bluetooth setting done, 2 different Internet providers tested…)
With the transfer of a new map, activities are also always transferred… During the weekend , at my mum house synchonization of activities were ok. Back home; it is NOT working again. But it is still the same mobile, bluetooth. (only a different internet provider, but the synchronization of activities does not use internet !) Summary: synchronization is done at random and Suunto Assistance with the chat is mute … It is s/t in the coding which is not done properly.

Sami Turunen

@Tieutieu still, 2 months is too long to do nothing when the customer’s product worth hundreds of euros doesn’t work. But its not my problem anymore. Just trying to tell how frustrating it was to be alone with the problem. Suunto support is chat where you got only same url over and over aginI

hope you solve to problem soon!

freeheeler

@Sami-Turunen
my son and I don’t have issues syncing either. he’s got an android and I’ve got iOS. my second Vertical is on android, too, and never had sync issues either.
as you can imagine, Suunto is aware. I can not imagine how many watches are affected, only Suunto will know over time.

it’s ok and necessary to let us know and I understand frustration. it will take some time but I am very sure Suunto will solve also this issue

ortles

@Tieutieu

But it doesn’t help us that you and your friends have no problems.

Here are a lot of users with problems who cannot use their watches any more. It’s now since seven weeks.

Suunto is responsible for that and has to offer a solution. It’s their duty. No more excuses that it’s so difficult and others have no problems. That doesn’t help us.

Sami Turunen

@freeheeler its not intresting to hear if you and your son watch work. My son 9 peak work as well, but it is not helping those who has waiting over 2 month with unuseful watch. But as i say, i have now another watch and its not my problem. Me, my son and my girlfriend does not buy suunto watches anymore. Because you don’t have customer support or ability problems.

Thanks for last 10 (about) year!

Tieutieu

@ortles I don’t say that it helps.
I can clearly understand how frustrating it is for those having issues.
I was only telling that if it was so easy to correct it would have been done already…

freeheeler

@Sami-Turunen
what I want to say is that it isn’t easy to find a bug when there are few people only to report it.
I don’t even know how many have sent logs.
but since this isn’t interesting, I keep quiet now
just one last comment: Suunto has never published a roadmap for bugfixing and development. I think the same applies for the other big players.
what Suunto always did is releasing updates for critical bug once it’s been fixed and ready for release.

Stefano M64

I’m a researcher, I’m aware that debugging the software that run an instrument can be challenging.
Some week ago I wrote to be patient since for sure a new firmware would be released to solve that issue.
But now I’m a little bit discouraged …
I believe Suunto had time enough to understand if there is an hardware problem in some of their new watches or not,
and the fact that many of them works without problems while others don’t push me now in that direction.
If the hardware is the same and the firmware is the same you should get same results, unless there are hardware issues.
This is the official Suunto forum and at this point some news from Suunto concerning the sync issue are needed.
We can’t wait forever, hoping that some day a miracle will happen.

freeheeler

@Stefano-M64
@laurent92m
@ortles
@Sami-Turunen
question to all with sync issues (my apologies, I didn’t read every single post):

the watch connects to SA? yes or no?
if yes, the watch does not sync activities?
does it sync e.g. custom sport modes?

and what about logs (if it’s possible to connect to SA of course):
have you been able to send logs from recent hotfix firmware 2.33.14?

Stefano M64

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

the watch connects to SA? yes or no?

yes it connects, but sometimes (like this morning) it takes a lot even for updating the GPS and the Weather data, without any activity to be synced (I erased all of them from the watch)

if yes, the watch does not sync activities?

before the 2.33.12 update it did, even if “hesitating” sometimes,
after 2.33.12 syncing become more hard to get,
2.33.14 didn’t solve that issue at all

does it sync e.g. custom sport modes?

yes, but it is cumbersome

and what about logs (if it’s possible to connect to SA of course):
have you been able to send logs from recent hotfix firmware 2.33.14?

no, I didn’t send any logs

It would be good, for example, if here in this forum, a new Official Thread would ask people with sync problem to send their logs.

ortles

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

@ortles
I was only telling that if it was so easy to correct it would have been done already…

Yes, it’s difficult, that‘s obvious!

But nonetheless they are responsible and have the duty to do something within a definit period of time. The length of this period is not ‚as long as it takes’, but is to be determined from the view of a reasonable costumer. After nearly two months it is close to be over.

If they have no idea what to do they could make an official announcement that people who are affected should send in their watches for exchange. And then do so.

ortles

@freeheeler

I have sent logs weeks ago and I have tested out everything, I am tired of doing that again and again with no results.

If we should contribute in a certain way, we would need official information about that IMHO.

freeheeler

what I intended to do was to offer my help and at least collect the logs from all people experiencing sync issues with their watches and file a bug for Suunto.
let’s see how many users will PM me…
I don’t think a redundant thread is necessary.
(Suunto does not officially participate in this forum)

Lukáš Blažek

@ortles It didn’t work and I tried to contact Suunto one more time.
Suunto:
"Okay apparently we have not received any information on bad BT yet. But yes we have tried all the possible steps to unfortunately we are not successful in any of those steps. And yes we have we still waiting for a update in Suunto app and in watch as well for the issue to fixed in the next update.

Suunto 12:19

As a Suunto Race user myself I have tried all the possible steps but unfortunately one of our colleague’s watch it is still not synced with the app.

My:

I know that you doing your best, but is there some time plan to solved the problem?

Suunto 12:21

It is to be estimated within this month.

Suunto 12:24

The update should be there within this month.

Lukáš Blažek

@Charles hello Charles, I send my watch to the service, please could I ask you, do you have any reference number or other identifier of your cases?

Charles

@Lukáš-Blažek
Check your messages

ortles

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

@ortles It didn’t work and I tried to contact Suunto one more time.
Suunto:
"Okay apparently we have not received any information on bad BT yet. But yes we have tried all the possible steps to unfortunately we are not successful in any of those steps. And yes we have we still waiting for a update in Suunto app and in watch as well for the issue to fixed in the next update.

Thanks for sharing! Even though this sounds weird and confusing in my ears. The issue should be well known for Suunto (so it doesn’t make sense to say that they have no information). And it doesn’t make sense to say ‚they have tried everything and nothing works‘.

Given that, I don’t believe you can trust everything else. I would like to but I have doubts.

freeheeler

@ortles
I’m sorry

Lukáš Blažek

@ortles I absolutely agree, I just take it as another piece of confused information and obfuscation from Suunto. I am waiting for a statement from the service center here in the Czech Republic. I am very curious!

GiPFELKiND

@tyj14 you are right man! In another Post there are Problems with the red line in the track, some parts are not visibile of you Go Back to find your way Back. There isnt a clear communication, too. The Problem in the Post there is known since Februar this year. And until today i dont know if the Problem is solved… No official Statement for this…