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

Mats Djupsjöbacka

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

So I think sending the watch in would be a waste of time. A general solution is needed, firmware has to be fixed.

I made one more try with Suunto support chat. After convincing the person (or bot?) that I/we have tried all possible ways to get sync working I got this answer:

I’m sorry this happened, but this is an ongoing technical issue with the app that most of our customers have reported, but don’t worry, our team found a technical issue with this app, you will slowly be able to see all your activities.

I tried to get info on the estimated time for a fix but got only nonsense answers, so the bot/person at support had no clue.

Charles

@Mats-Djupsjöbacka Thanks for the time you spent on getting this answer … hope they are really working on it !

ortles

@Mats-Djupsjöbacka

Very interesting, thanks for sharing!

If it would be the app, everybody should experience problems, I think.

I am not a technician, but this seems illogical to me.

Anyway, it would be helpful, if suunto would give information, whether they have noticed that there’s a problem and when we can expect it to be fixed. It‘s their responsibility to sell working products and not to release updates that make them inusable.

Jophusarian

@ortles after having these issues my watch has just this moment connected & all of my activities are now on the app, not sure if Suunto have sorted the problem??

Charles

@Jophusarian Nope, still not working for me …

ortles

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

@Jophusarian Nope, still not working for me …

Same for me, started the whole process of uninstalling / re-installing app etc. again, but still without success.

Mats Djupsjöbacka

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

If it would be the app, everybody should experience problems, I think.
I am not a technician, but this seems illogical to me.

Agree, I suspect Suunto’s customer support is just a chatbot giving answers based on what’s in the documentation and FAQ:s. When it understands that those answers aren’t relevant and the questions indicate a more complex problem, it gives standardized (BS) answers about the Suunto team working on it, or as @Matze got, a suggestion to send a repair request.
We can only hope that the bot is also programmed to forward such cases to some human at Suunto…

Charles

Hello Guys,
I’ve had a chat with what appears to be a real human on the Suunto chat support.

To sum up : apparently we are a lot experiencing this problem, they know it and they are working on it … but they have no idead when the problem will be fixed

Suunto Support :
Hello, thank you for contacting Suunto Customer Support. I am Sean, and I will be happy to assist you today! Before we proceed, can you please provide us with your name, email address and country?

Me :
My name is Charles
email : *********
From France

Suunto Support :
Thank you for the details, may I know what is the issue occuring to you while syncing your watch with the app?

Me:
When the watch is trying to sync a new recorded activity with the app, it fails to do so

Suunto Support :
Does it show any error?
May I know is your watch updated recently?

Me :
it’s says “connexion lost” in french
We are a lot to have this problem since the update released last week as you can see here on the suunto forum https://forum.suunto.com/topic/10512/unable-to-connect-sync-vertical-with-suunto-app-since-last-update/78
I had no problem before the update

Suunto Support :
Yes after the recent update the issue is going on and we are tryig to solve it at the moment.

Me :
ok, do you have any idea when this problem will be solved ?
10:19

Suunto Support :
Unfortunately we are still working on it and it should be solved soon but cannot estimate the actual timeframe as our developers are still working on it.
10:20

Suunto Support :
Have you tried to uninstall the app and install the app again?

Me :
Yes, I tried all the usual stuff : unparing watch & phone, uninstall the app, soft reset, hard rest … nothing worked

Suunto Support :
Even after the hard reset still the sane results?

Me :
After hard reset, the sync is restored but only untill a new activity is recorded, then the sync fails again

Suunto Support :
Certainly an issue with the app, if possible just to check do you have a alternative phone from which you could sync the activities?

Me :
It is not an issue with the app. It’s a watch software issue from the last update
The sync fails with my other phone too

Suunto Support :
Okay well will it be fine if I contact you via your email regarding this issue as this is happening with alot of our customers and will have to investigate this issue further.

ortles

@Charles Thanks a lot, great that you shared that in detail so we can all get a good idea of what’s going on

It seems that they have noticed that there’s a problem with the update (and not with the app or the phone - thanks for clarifying!) and they are working on it. When we are lucky a solution for this annoying problem is not too far away (solution could be just to go back to the old status before the update as far as sync is concerned!).

Keep us posted, thanks a lot again!

Mats Djupsjöbacka

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

I’ve had a chat with what appears to be a real human on the Suunto chat support.
…
Suunto Support :
Okay well will it be fine if I contact you via your email regarding this issue as this is happening with alot of our customers and will have to investigate this issue further.

Thanks a lot for the info!
This could well be a bot, but the apparent stupidity of some of the follow-up questions, given that support claims to know there is a sync issue for ‘a lot of users’, suggests a human. At least it/he/she promises to get back on mail, that’s more than they offered me.

Charles

@Mats-Djupsjöbacka
It really felt like a human interraction … However IA are so good these days that I can’t be sure.

The follow up by email is quite disappointing, I received this

Dear Suunto Customer,
Thank you for your recent contact to our support team. We are now closing your support case.
Your feedback is important for us. Please take a moment and reply to a short survey on how we were able to help you.
Best regards and exciting adventures! Suunto Support Team

the " we are closing your support case" part suggest that they considered my complaint as a case closed don’t you think ?

ortles

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

@Mats-Djupsjöbacka
It really felt like a human interraction … However IA are so good these days that I can’t be sure.

The follow up by email is quite disappointing, I received this

Dear Suunto Customer,
Thank you for your recent contact to our support team. We are now closing your support case.
Your feedback is important for us. Please take a moment and reply to a short survey on how we were able to help you.
Best regards and exciting adventures! Suunto Support Team

Yes, indeed, this doesn‘t make any sense at all and as an ‚answer‘ is disappointing.

What I don’t understand is why there is no official information? Why can‘t anybody from suunto give a short information here to clarify everything?

It‘s not our fault that the update basically destroyed our watches.

A good communication can be seen as part of a good marketing strategy…

Mats Djupsjöbacka

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

The follow up by email is quite disappointing, I received this

That is the default mail we get every time we are in contact with the support chat. Hopefully, you will receive some other mail. But this shows how [censored profanities] Suunto’s support is. If they were serious they would have a support ticket system so we could refer back to a particular support case. If you now get back to support and ask about the mail they promised you cannot refer to any support case, and they close the case without the issue being solved. No wonder Suunto has one of the lowest customer satisfaction ratings on Trustpilot I have ever seen.

gizmo

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

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

The follow up by email is quite disappointing, I received this

That is the default mail we get every time we are in contact with the support chat. Hopefully, you will receive some other mail. But this shows how [censored profanities] Suunto’s support is. If they were serious they would have a support ticket system so we could refer back to a particular support case. If you now get back to support and ask about the mail they promised you cannot refer to any support case, and they close the case without the issue being solved. No wonder Suunto has one of the lowest customer satisfaction ratings on Trustpilot I have ever seen.

It’s not so bad

Niclas Brundell

I’ve had this issue since the update. One thing I’ve noticed is that the two activities that I did outside of cell service synced to the app instantly. The ones I’ve done within cell service haven’t synced.

Mats Djupsjöbacka

I found a support mail address for Suunt on Reddit and got a swift reply, including a support ticket - kudos to Suunto!
For your information, I have included the mail conversations, there you also see the address to Suunto support.

Niclas Brundell

@Mats-Djupsjöbacka clearly suunto support has no idea what they are doing. This is clearly a software issue seeing as everyone got it at the same time with the latest update. So sending the watch in for repair will do absolutely nothing except take a lot of watches away from people

Niclas Brundell

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

I’ve had this issue since the update. One thing I’ve noticed is that the two activities that I did outside of cell service synced to the app instantly. The ones I’ve done within cell service haven’t synced.

Just tried putting my phone in airplane node before i stopped the activity. WiFi and data off but Bluetooth on. The watch synced instantly with the app. So it seems like the issue is that the app tries to connect with suuntos servers and that blocks the ability to sync with the watch or something like that. Don’t know why. But turning off internet makes the watch and app sync like normal.

I would let suunto know. But they don’t have a public email and I can’t reach their chat support even though it is supposed to be open

Mats Djupsjöbacka

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

Just tried putting my phone in airplane node before i stopped the activity. WiFi and data off but Bluetooth on. The watch synced instantly with the app. So it seems like the issue is that the app tries to connect with suuntos servers and that blocks the ability to sync with the watch or something like that. Don’t know why. But turning off internet makes the watch and app sync like normal.

I would let suunto know. But they don’t have a public email and I can’t reach their chat support even though it is supposed to be open

Thanks for the info, but no luck for me - no sync of long (>60 minutes) activities in airplane mode and just BT on. By the way, I reached Suunto support via the email support-en@suunto.com

Niclas Brundell

@Mats-Djupsjöbacka weird. I’ve done a 1.5h a 2.5h activity out of cell service that synced instantly. But even hour long runs wing sync if I have cell service.