Sync does not work since last software update (2.33.12)

ortles

It’s the same for me - I don’t manage to sync no matter what I try. I think with most of the others it’s the same.

Thanks for your detailed description - great work

Since the issue occured I had to stop using vertical when I realized that it’s impossible to sync no matter which of the suggested procedures I try.

ortles

Before the question is raised again:

Even a simple gym activity with quite little data and recorded with standard sports mode for that couldn’t be synced (made another try after the last update).

App shutdown, pair unpair etc., everything is useless. Process starts as described and is always interrupted at some point.

ortles

Just a little side thought from my side:

The problem would be far less critical if there would still be the possibility to sync watch via computer / cable / sunnto link.

Seems quite outdatet, but at least as a backup such simple and straightforward solutions have their advantages. If the whole system relies on a bt connection and there’s no other possibility, the whole system fails when bt fails.

I know this doesn’t solve our problem, it’s just a side thought.

Mats Djupsjöbacka

@Dimitrios-Kanellopoulos said in Sync does not work since last software update (2.33.12):

A couple of users have reported cases were restarts of app or watch repairs have have helped. Due to that our data is a bit buggered.

Is there any person here that cannot get his watch to sync no way ? And persistently? For all activities?

Not a reply to your question, but a suggestion. If Suunto have problems figuring out what is wrong, why don’t they ask a few of us to send our watches to them and then send us a working replacement? Debugging must be much easier if they have watches having this problem. The cost for Suunto will be peanuts.

PS: My watch syncs activities, but it’s slow and for long ones (60-90 min) it may take several days. The behavior of SA I in that process is similar to what @satom showed above.

pilleus

@Mats-Djupsjöbacka

If Suunto is ever looking for someone for quality assurance and ideas for troubleshooting, then you are the right person to contact.

Pier Luigi Cingolani

@Dimitrios-Kanellopoulos I had this issue yesterday, where a 7.5k run took almost 3 hours, 2 restarts and disconnect from the app to get it to sync.
I thought this was a one off thing, but today’s 10k run is also failing to sync. This is a pretty major bug, as it impairs basic watch functionality.

I understand this has been acknowledged, but do we have an ETA for the fix? My understanding is that there’s has been a minor release already, in which this hasn’t been addressed.

Dimitrios Kanellopoulos

@Mats-Djupsjöbacka that’s why I am asking

I need to find a user that the issue persists every time so when the watch reaches HQ it’s doesn’t sync out of magic.

Mats Djupsjöbacka

@Dimitrios-Kanellopoulos said in Sync does not work since last software update (2.33.12):

@Mats-Djupsjöbacka that’s why I am asking

I need to find a user that the issue persists every time so when the watch reaches HQ it’s doesn’t sync out of magic.

Ok, after 4 weeks Suunto finally wakes up…
If you read through both threads (this and that for Vertical) you will see that the majority of reports indicate that this is a bug of a probabilistic nature, i.e., sync will work on some occasions but the bug does not go away, so any of our watches would likely do fine.
But why are you/Suunto so concerned about getting a watch that would suddenly work? Ask for 3-5 of our watches and you are guaranteed to get some that don’t work. Is the cost for Suunto too big to do that to fix the bug and make our watches work?
But if Suunto can only afford the cost of exchange for one watch, I suggest you get @ortles watch (see the Vertical thread). He/she has reported very consistent failures.

Charles

@Dimitrios-Kanellopoulos

I strongly suggest that you change the way you adress us.
Suunto users who experience the bug are already pretty annoyed and this kind of answer does not really help us feel that our frustration is taken under consideration

the probability that the sync bug fixes itself “out of magic”, knowing that the bug happens regularly for 4 weeks is very low …
Why send just one watch ? The problem seems to happen to a lot of us.

Like @ortles, I was not able any real activities for 3 and a half weeks (only fake 2/3 min recording), so I’d be very please to send my watch

ortles

I am considering to try to send it back to the shop where I bought it.

I like the design and concept of vertical, that‘s why I still want to keep it.

But besides the sync issue there are other concerns like esp. the breadcrumb issue which are relevant for my use case. So I am wondering whether it would be a good decision to keep it.

They say the issue is known as well, but who knows if and when it will be fixed…

satom

@Dimitrios-Kanellopoulos I wrote to you directly two days ago with a detailed description and an offer to help.

https://forum.suunto.com/post/143612

I’m a bit surprised that I didn’t get any response and now this somewhat vague statement from the “user that the problem persists every time”… I’m getting the feeling that I’m being ignored for some reason…So at the risk of repeating myself, here I am, able and willing to help.

sartoric

@satom
did you send him a PM or just mentioned him in your reply?
because in infinte thread like this one it’s not easy to keep track of messages and sometimes the “mention” notification doesn’t really point you to the correct post

satom

@sartoric Yes I did. I generally agree with you about “infinte thread”, but here we are dealing with a very specific problem that has been discussed in at least 3 different threads here. Some users here have been trying for weeks to get some meaningful answer from Suunto, but all we get are some vague explanations and statements that “not all users are affected”. I would really like to see some more action from Suunto here.

Dimitrios Kanellopoulos

@satom I don’t have any chat from you here except from today.

Dimitrios Kanellopoulos

@Mats-Djupsjöbacka it’s not that Suunto wakes up. Suunto has been trying to pinpoint the issue and this has been discussed since start.

I took the liberty to ask here on a personal level. This is a community forum that I manage (among others).

To help even further I took the initiative to get one device that for sure does not sync to the HQ with some appreciation gift.

So please let’s not turn this gesture to a rant about each person’s opinion of what might have happened.

Dimitrios Kanellopoulos

@satom yes I saw that and that’s why I contacted you.

freeheeler

@satom
Suunto usually doesn’t communicate in this forum and if you are in direct contact with a person from Suunto you’re lucky and IMO as far as you can get.
what it generally needs to find bugs is valuable data from various sources.
as long as the root cause isn’t clear, it doesn’t make sense to communicate. when the bug is fixed it will be implemented in an update.
it’s the same everywhere

Dimitrios Kanellopoulos

@satom please check our chat. Thank you

Dimitrios Kanellopoulos

Could you people having issue with an activity syncing , just after the issue appears and you cannot sync an activity do the following :

Go to the maps widget
Open the maps widget
Exit the maps widget.

Try to sync again.

Mff73

@Dimitrios-Kanellopoulos
widget on the watch, right ?