Suunto Race 2 constantly rebooting — firmware 2.56.18, confirmed via device logs

isazi

@viduc I would contact support and ask for a replacement.

Thorlap71

I got my Race 2 4 days ago and I had two crashes as well. On getting the watch I updated it to 2.56.18 immediately. I had my first crash on Friday just before my 100km race therefore I was worried it could happen again med race, but it didn’t. The second crash happened today. In comparison with your crashes they are not so frequent, but there must be some kind of issue here to resolve. I have yet to see how the watch will be behave in the future and am a bit worried and I shouldn’t be for the watch of that price tag.

Regards.

viduc

@Thorlap71 I looked at the logs myself, in my case it’s to do with the Always-on-Display function in conjunction with the numbered watch faces, how every minutes the time is rendered at a different position to save the OLED panel burn in. Solution for now until they recognise there is a problem, either turn off AoD function or use a different watch face with hands/needles instead of number. I sent many logs but still they replied in the email that they received none. idk but I hope it helps you

elbee

@viduc said:

I sent many logs but still they replied in the email that they received none.

Did you send the mail from the same account as is configured in your suunto account?

Suunto matches logs on email account. It would be so more convenient if you got a reference number after you sent in a log.

isazi

@viduc @thorlap71 are you both using always on display? Which watch face?

viduc

@isazi
So far I have tested Vector Classic, Outback Adventure, Race 2 (default watch face), and lastly Modern Analog. With the exception of the Modern Analog which has run 16 hours without any crashes, all other numbered watch faces I tested have been crashing every 20-30 minutes.

Here’s what can be inferred from the logs:
The bug is most likely in the shared low-power/AOD rendering component (“c-helper-lowp”) used by multiple of Suunto’s stock watch faces — specifically in the native code that looks up a glyph from the packed bitmap font asset at the randomized (x, y) position computed by aodMove(). Because the position is randomized every minute via Math.random(), only some resulting offsets are byte-misaligned, which explains why the fault is frequent but not constant, and why different watch faces (different eW/eH/tarDis parameters and different font assets) produce different crash rates without eliminating the bug.

viduc

@elbee yes, it’s from the same email address with suunto app

Here’s the excerpt
“At the moment, we have not received any confirmed reports regarding this specific issue with firmware version 2.56.18. It is still recommended that you update your watch to the latest version. To help us investigate this further, could you please submit the device logs through the Suunto App?”

elbee

@viduc suunto support isn’t the most professional support organization.

Thorlap71

@isazi I have Always on display off and Raise to wake display only. I’m using Athletics watch face. I experienced another reboot a couple of hours ago.

Thorlap71

@isazi @viduc In comparsion with yoor crashes mine reboots are less frequent. It usually occurs once 3-4 days, but it is a week old watch. Don’t know what to do really. Isazi, you are a moderator and a knowledgeable person on the issues, should I return the watch or wait for this issue to be resolved in future updates? What’s your take on this?

isazi

@Thorlap71 it is not up to me to say, I have a Race 2 but with another firmware and it never crashed on me, and I have not seen these random reboots in daily mode reported anywhere. In your case I would ask for a replacement watch and see if the behavior is different. I will forward all this info to Suunto anyway.