Unable to connect / sync vertical with suunto app since last update
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@ortles I would delete this sport mode and re -create it. it my have an issue.
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@ortles This seems to be specific to you. I recorded hours long activities with no issues, at least 7h.
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@ortles
In this kind of cases, I would suggest you to send logs to Suunto after each successful/unsuccessful sync of your nice tests, noting precisely the time of each sending and link with test use cas. Then share these informations in pm to @Brad_Olwin.
@Brad_Olwin, if there were not hard reset in these tests I would also have thought about sport mode, but…
Another magnet investigation story?
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It might be rare, but not specific to me (see @denis_barberot and the others in this thread).
It has nothing to do with the sports mode, I had two hard resets, i. e. established the sport mode twice and in the end tested it with a third mode as well. The results were the same.
With a 60-80 min. long activitiy it was in the end as follows:
— sync not possible
— unpair + try to reestablish —> sync not possible
— unpair + soft reset watch + try to reestablish —> snync not possible
—- unpair + watch shut down —> sync was possible, but only for this activity, for the next one the problem was there again.There’s definitely a problem with the software as I had no problem before and others here reported different issues as well. This should not be ignored.
I fear that suunto service might be unable to deal with such a complicated (and possibly rare) problem, which obviosly lies in the software, not in the hardware. Maybe I‘ll give it a try as a last resort, but I am not very optimistic about that.
If nothing helps, thanks to the last ‚update‘ I would have a 600 Euro watch, which I cannot use any more after only three months.
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I could do so if @Brad_Olwin would agree with that. But then I would need an explanation how to send a log (I don‘t know how to do that).
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@ortles You are not alone, if that is some comfort…
I tried different phones (Android), soft resets, and unpair-pair but no sync after the software update.
Then I did a factory reset of my Vertical, the new software installed automatically when I started the watch, and then sync worked fine for short test recordings. However, when I made a test recording for 70 minutes the sync failed again: the app tried for a long time but received no data. But then I made another short one-minute recording, killed the app (forced stop), started the app, and suddenly both the long and the short recordings synced fine.
Since the factory reset made a fresh install of the new software, it seems likely that this is a bug affecting some watches/settings that makes the BT connection very sketchy. -
Thanks a lot for feedback which is really helpful as it shows that there is definitely an issue with the software, which should be fixed.
Glad you found a workaround for your watch.
I just tried according to your description, but for me I didn‘t work for some reason. Anyway, I keep on trying, maybe I am lucky some time.
Besides that, suunto should revisit the update concerning the connection / sync problem, as it is obvious that several users have more or less problems.
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my friend have this issue. usually he login with his Suunto App with IOS and Android. after firmware update, today he not able to sync the activity. he then logout both and re-login then able to solved this problem.
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@ortles I am in the US so that is why responses may differ between in time. You can send logs to Suunto from the app within 24h after an issue from the settings page. Send me. PM with the date and time logs sent, I need the date since we are in very different time zones and today might be different for me and you. Also include the email you use to log into SA. If possible, the time the sync did not work. I will file a bug report. This goes for anyone having this problem. I will keep you updated. In my opinion if firmware related needs immediate fix.
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Hello all, so pleased I found this, i have been having the same issue since the Suunto Vertical update. I’m on android and the connection issues I’m having are the same, here’s hoping the hard reset will sort this out!
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@Brad_Olwin Thanks for your support, very much appreciated!
Since I figured I could replicate previous sync errors I made a long recording (65 minutes). As before the sync failed: The app connects to the watch, loses connection, and reconnects again. This happens a few times. Finally, the sync starts but doesn’t finish, the app is stuck in sync mode.
This time the trick to make a short recording failed to fix the sync.
I have tried to send logs to Suunto but since the connection to the watch is so sketchy I don’t know if it worked. But the app showed “Sending logs to Suunto” for a couple of minutes and then the message disappeared, so hopefully it worked.
I’ll send you additional info in the chat.
Thanks again! -
@Jophusarian Sorry to hear you have the same problem. A hard (factory) reset did not help me. Please report if you are more successful.
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@Mats-Djupsjöbacka said
Since I figured I could replicate previous sync errors I made a long recording (65 minutes). As before the sync failed: The app connects to the watch, loses connection, and reconnects again. This happens a few times. Finally, the sync starts but doesn’t finish, the app is stuck in sync mode.
Exaktly that happened to me when I wanted to sync todays activity (3h 20min.).
Can you tell me how I can send a log? It must be somewhere in SA, but I can’t find it. Thanks!
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@ortles Sorry to hear that, for now, we are stuck entering our activities manually in the app…
Suunto’s instructions on the web for sending a log are wrong/outdated (surprise surprise).
You go to the home screen, click on your account icon in the upper left corner, and then choose settings, send logs is the last item in the list you get. I hope that helps, and sending logs seems to be the only way to reach Suunto, I tried their chat but that was useless (bots or people giving boilerplate replies). -
Hi, same problem to me with android 14 and Suunto Race, after last update sync started but interrupted repeatedly. It seems that unpairing and pairing smartphone and Race solved the problem, I also stopped the Suunto app and cleared the cache.
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@ortles @Brad_Olwin
I’m going on a three-week ski expedition in a few weeks so I’m quite stressed by this sync error. Thus I tried a lot of different options, and in conclusion: I managed to sync > 60-minute-long activities given enough attempts, irrespective of what I did (re-pairing, soft resets, forced closing of SA, clearing SA cache, etc.). The only thing that seemed to matter was the number of attempts. This behavior of SA suggests a very high rate of data packet loss: given enough attempts SA will finally succeed, but the longer the activity the less likely it is. -
Absolutely no sync issue since updates. Made a backyard yesterday, using backyard app, personal sport mode, 8 hours exercice, HR belt. Sync took less time than before update.
(using 2.33 iOS app version.) -
@Mats-Djupsjöbacka said in Unable to connect / sync vertical with suunto app since last update:
Suunto’s instructions on the web for sending a log are wrong/outdated (surprise surprise).
You go to the home screen, click on your account icon in the upper left corner, and then choose settings, send logs is the last item in the list you get. I hope that helps, and sending logs seems to be the only way to reach Suunto, I tried their chat but that was useless (bots or people giving boilerplate replies).Thanks, Mats, for the explanation, I found everything in SA and will try to send some logs to suunto tomorrow and give the information about that to @Brad_Olwin (thanks a lot for your help!).
I little bit irritating to me is that SA says the watch should be connected for sending a log. I hope it will nonetheless work.
I find your explanation about the missing data packages is a good idea. Because there is no clear pattern what you can do to make it work, I agree with that.
I‘ll keep you posted!
It‘s not surprising that these kind of questions are too complicated to discuss via service chat. The best way would be that a software ingenieur who knows the software would investigate this. If we can help with some logs, I am ready to do that.
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@Tieutieu said in Unable to connect / sync vertical with suunto app since last update:
Absolutely no sync issue since updates. Made a backyard yesterday, using backyard app, personal sport mode, 8 hours exercice, HR belt. Sync took less time than before update.
(using 2.33 iOS app version.)This is what makes it so weird - many have no problems and everything works as it should. Others have a major issue which seems to be impossible to solve.
I have already spent several hours to find a solution and testing out everything, unfortunately without success.
Maybe it has something to do with the way firmware and hardware work together? That the new firmware is not compatible with all different versions of the hardware?
This is just a guess that could explain that only some people have these issues.
My vertical for example is
0W222 (Model)
2773D6 (Hardware)
3.0.32 (Bluetooth) -
@ortles @Tieutieu
It is obvious that the update will work for most users: if it was a common problem Suunto would have caught it during beta testing. But since we are at least 5 in here that have had sync problems related to the new firmware it is clearly caused by the update. It also indicates that Suunto’s beta testing is sketchy.