Unable to connect / sync vertical with suunto app since last update
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Hi everyone,
I reached Suunto team because of the same issue.
I copy/paste the following procedure sended by Suunto.
For me it solve the issue for the moment, I will perform another long activity today to be sure
I hope it will help.“Thank you for your email and I am really sorry for that the Issue Is still persist be assured I will help you with the new steps please follow the same and let me know I am here to assist you.
unpair watch : in Suunto application, in iPhone, and don’t forget to remove connection in Watch settings/connectivity.
Uninstall app.
shut down and restart iPhone.
stop the watch (settings/general/stop watch) - it’s not reset.
start watch (long press upper button)
Re-install app.
Connect watch again.
Best regards,
Marshal
Suunto Support Team
#AdventureStartsHere
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Re: Unable to connect / sync vertical with suunto app since last update
@Brad_Olwin
I’ve been experiencing a similar problem with my Suunto Race. I’m on a Iphone 13 pro with IOS 17.4.1, SA Version 2.33.0 (14525), Suunto Race updated to 2.33.12, Model 0W224, Hardware 0827C1. After autoupdate my watch wouldn’t sync anymore with the app.Tried all the described steps - unpair, repair, soft reset hard reset but nothing seems to work. I even tried connecting to an android phone.
After repairing the watch connects, begins sync and than after about 30 percent looses connection.
I’ve send my log files over at 10:41 UTC +2 Paris time.
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@Paul-Antoine-Vignau that’s the procedure that @Brad_Olwin and I have recommended here.
I also had one or two times sync issues.
Following this procedure has always solved. -
@Paul-Antoine-Vignau
Hi Paul-Antoine,
Thanks for sharing this. I (once again) performed this complete list of steps. With some hope since before I did not reinstall the app. Unfortunately nothing changed except for the fact that now the app seems to think to need to synchronise 5 activities (should be only 1). But it still does not succeed to synchronise only one.Did this list work for you @ortles @Mats-Djupsjöbacka ?
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@Suzanne-Daas
I’m having exactly the same problem with my Suunto Race and iPhone 14 Pro. After the latest firmware update, my watch no longer syncs with the app. I tried the steps suggested by Paul-Antoine Vignau but without success. I tracked a long hike on Saturday (6+ hours)… maybe is that a problem. I hope samone on the Suunto side is reading this. -
@satom said in Unable to connect / sync vertical with suunto app since last update:
@Suzanne-Daas
I’m having exactly the same problem with my Suunto Race and iPhone 14 Pro. After the latest firmware update, my watch no longer syncs with the app. I tried the steps suggested by Paul-Antoine Vignau but without success. I tracked a long hike on Saturday (6+ hours)… maybe is that a problem. I hope samone on the Suunto side is reading this.I have read in the Spanish Forum that there is an issue in the Suunto App, they are working on it.
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@Paul-Antoine-Vignau tried this and this didn’t work for me.
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@Paul-Antoine-Vignau
I have done all this before but I tried again exactly according to the list but still no sync and still a useless watch. Now we are three (@satom, @Suzanne, and I) that have tried Suuntos’s advice, so clearly is useless - Suunto’s answer resembles standard advice whenever people have sync problems, but for this problem, we need serious attention from Suunto. -
@Mats-Djupsjöbacka pour moi c’était pareil j’ai même supprimé mon compte suunto et sa fonctionnait pas cet en supprimant mes guides suunto que le problème a été résolu mais à chaque fois que j ajoute un guides ma montre se synchronise et après tout s arrête
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@Paul-Antoine-Vignau
Thanks for sharing!
I followed everything thoroughly step by step, but for me it still doesn’t work and I was still unable to sync yesterday’s activity. The process starts 3 or 4 times, but is always interrupted then.
So you can count me in @Mats-Djupsjöbacka
For today‘s activity I used my old ambit, as vertical without sync is not usable.
Hope that someone from suunto reads this. It would be good to have the information whether they have noticed that since the update there is a massive problem for some users which cannot be solved by standard procedures.
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@Mats-Djupsjöbacka said in Unable to connect / sync vertical with suunto app since last update:
(…) but for this problem, we need serious attention from Suunto.Yes, indeed, that’s the core message!
There’s something wrong with the update, there cannot be any doubts about that at that point.
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@ggrego I don‘t use any suunto guides, so in my case the problem cannot be related to suunto guides.
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Hi guys, same problem for me … I am unable to sync any new activities with the phone.
Could you give the contact form to adress a complait to Suunto ?
Cheers
(I’m quite upset, paying 450€ and having a useless watch). -
@Charles I have tried the support chat at Suunto’s support page, but that was useless (bots or people giving standard/template advice). I haven’t found any support e-mail or support ticket system on Suunto’s web page. However, they say that we can contact them on Facebook or X. Thus, I have posted a few comments on their Facebook page to alert them. Please do so and include the link to this thread.
@Brad_Olwin, as forum moderator, do you know of any other way to send bug reports to Suunto? -
M Mff73 referenced this topic on 3 Apr 2024, 09:20
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Same problems with Suunto Race and Suunto App running on iPhone :(. Very upsetting.
Already went through all the steps. Nothing worked.
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I have the same issue despite the procedure given.
For a reason i ignore i can upload my activities after unpair and pair the watch several times including switch on/off the phone and install/uninstall the app.
But it can’t be the solution each time, it is very annoying.
Hoping for a quick bug fix from Suunto -
@Mats-Djupsjöbacka said in Unable to connect / sync vertical with suunto app since last update:
@Charles I have tried the support chat at Suunto’s support page, but that was useless (bots or people giving standard/template advice). I haven’t found any support e-mail or support ticket system on Suunto’s web page. However, they say that we can contact them on Facebook or X. Thus, I have posted a few comments on their Facebook page to alert them. Please do so and include the link to this thread.
I would do so, but I am not on facebook or X.
There is no way to get into contact with suunto except the chat which is not helpful in this case as it offers only standard solutions for standard problems (thanks for testing out!).
Some people in this forum work as testers for suunto and have the opportunity to send a bug report. @Brad_Olwin has said he would do so. Right now he seems to be off the forum but I think he will do so when he’s back. I think this would be really helpful.
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@Brad_Olwin said in Unable to connect / sync vertical with suunto app since last update:
@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.
You can send logs to suunto and give him information about that. Maybe that is helpful.
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I just reached out to Suunto support via the chat window on their side. The support suggested to sent the watch to Suunto to have it checked by a technician, using this portal:
https://repair.suunto.com/CustomerPortal/RepairCustomerPortal
That is not really an option being without a watch for a longer time period (several weeks?). I really hope we can find another solution.