Divelog not correctly Syncing(missing dives)

[VasilisCY]

Hi there.
I have notice that some dives from the watch are not getting transferred/synced on to the Suunto App.
I’ve notice that in random occasions. The syncing process skips dives. For example yesterday I made two dives and they did not appear in the activity on the App. The ones from today have synced properly.
I have tried restarting the dive watch, clearing the apps cache storage, force close and reopen the app with no luck. I’m doing something wrong here or it seems that is a bug somewhere ?

[isazi]

@VasilisCY try to reinstall the app

[VasilisCY]

@isazi Thank you. That did solve the issue !

[Pablo_RB]

Hi,

I’m having the same issue.

I tried everything mentioned here, including reinstalling the app, but still there are some activities that don’t sync.

Is there anything else I can do?

Please help me.

Thanks,
Best

[diogao13]

@Pablo_RB

Just to let me understand. Can you see the activity in the watch, but not in the app? Only diving activities?

[aqua86]

Hey,

the same happened to me today. 3 registered dives on the Ocean but no synchronising to the app. Restarting the Ocean and the app did not solve the problem so I un- and reinstalled the app. That didn’t solve the problem either. Even worse- activities older than two weeks have disappeared completely from my account! ( Support has not been able to help me so far. )

[Greg Duerksen]

@aqua86 hey! I’m having the same issue and don’t want to lose data. Any updates since Dec 10?

[Stephen 1]

I’m Having the same issue 31, Jan 25. anyone have a fix or update on this please ?

[aqua86]

Unfortunately no updates yet. It’s well over 2 months now and after getting AI generated suppport replies the issue apparently got “escalated to the relevant department”. (This was 3 weeks ago and I have not heard anything yet…).

[tinten.addi]

Hello everyone… my Suunto ocean removed ALL dive activitys from the „logbook“ Widget (on the Watch)! The activitys are still on the cellphone app… Thats really Bad if you want to Check something from your last dives real quick… anyone with the Same Problem?

[aqua86]

@aqua86

That’s the not at all helpfull answer I got from customer “support” today after 3 months and numerous Emails from my side…:

Thanks for contacting suunto customer support. I trust this message finds you well. If the device is not sync after the workout or any activity it might not show you on the app. After the update.

Thank you for understanding this matter.

Contact us if you have questions or concerns.

Thanks for contacting Suunto customer service and enjoying this new adventure.

Regards

Sophia

Suunto Customer Support Team

[aqua86]

@aqua86
“Thanks for contacting suunto customer support. I trust this message finds you well. I am sorry to say this but it might have lost all your data.”

Took only 3,5 months to come to this conclusion… :0(

[hananka]

@aqua86
Hi. I have same issue with missig dives on the Anderoid App. I tried unpair and repair followed by deleting the app and re install it. now it sync already 95 minuts 21 dives…Apprichate any solution if valid to allow sync of my dives from the ocean to the App.

[tinten.addi]

Same here, the (iPhone) App is not syncing my last dive… every time around 50% the App crashes and closes it Self.
Reconnecting App with Watch didnt solve the Problem.

[tinten.addi]

Update… reinstalling the app didnt solve the problem. Now it Syncs up to 90% before the App Crashes…

Someone knows about the problem the logbook Widget is deleting its activitys after time by itself? If the activity is gone there, I cant save them in the App Right?

[pavel.samokha]

@tinten.addi

the issue is being investigated

Logbook data will stay in the watch until you delete it or watch firmware is updated or watch reset to default settings

[tinten.addi]

@pavel.samokha thanks for answering! Last time i lost logbook files was middle of March.

Do you know when they fixed it? Looks like it was not the last update thanks for helping

[pavel.samokha]

@tinten.addi I don’t have anything else to share at this point. The issue is being investigated that’s all I can say so far.

BTW if you (or anyone else having similar issue) are willing to help we appreciate additional info (you can share in DM to me or here):

• When the crash occurred, and what timezone (or city & country) you are in at the time
• Which version of the application you had installed at the time of the crash (if you happen to know)
• Your username in Suunto App
• It would also be helpful if you could share SA-related reports from the iOS Analytics Data. Video below showing how to find those from iOS settings app:

https://www.youtube.com/shorts/67MBIFLuOok

[Achor]

I was having this issue with my most recent dive. I re-stalled the app and nothing, but as soon as i let it see location all the time instead of just while using the app they suddenly synced. I am not sure why this should make a difference.

[Romaindaut]

@pavel.samokha

Same issue here, I am on iPhone 12 mini, IOS 18.4.1.
Logs attached.

Crash Suunto Ocean: Suunto App.pdf