S9 reboots and freezes on "update" screen

[miniping]

Hi there,
Since I already spoked with the support and I’d like to avoid having to send my watch back in FInland, I’m asking for support here

My watch is reseting at random moments during the day and ends up on the “update” screen which is a downward arrow with 4 dots under. Then it freezes there indefinitely.

What I tried:

• 12 sec reset with upper button: restart the watch, but the problem happen again a few hours or days afters
• factory reset with suuntolink: full factory reset done but problem happen again as well

Did you encounter this problem ?
Thanks !

[aldnet]

Do you have movescount and suunto app installed?

Remove movescount, and for example sync via pc or mac, and check if the problem happens again

[miniping]

@aldnet Thanks a lot for your answer !
I never synced the watch with movescount since factory reset. I only use Suunto app.

[Dimitrios Kanellopoulos]

if not using both apps looks like a HW issue so far. How often does this happen ?

[miniping]

@Dimitrios-Kanellopoulos a few times a day as for now. Every 2 or 3 hours or so. Never at the same interval.

[Dimitrios Kanellopoulos]

@miniping omg. Can you try to turn the airplane mode on on the watch?

That will stop it’s bluetooth connections. Lets see if its something the phone interferes with.

Makes sense what I said?

[miniping]

@Dimitrios-Kanellopoulos I’ll try to leave it still in powersave mode for a few hours: no shocks, no wireless connection and see how it goes !

[miniping]

Well, it has failed, back to square one with the same bug.
I guess it’s now time to send it to Finland !

[Dimitrios Kanellopoulos]

@miniping and I suppose you have tried to reset it to facory right?

[miniping]

@Dimitrios-Kanellopoulos I reseted it with suuntolink 2 times

[Dimitrios Kanellopoulos]

@miniping ok clear. Yes I think then it might need it’s mama.

[miniping]

poor thing !
Hopefully I get it back soon, its papa needs it !
I’m interested about the feedback of some who sent back their suunto in Finland: how long did it take from the moment you gave it to UPS to the moment UPS brought it back ? Is it more like 1 week or 1 month ?

[Dimitrios Kanellopoulos]

@miniping from the moment you sent it it should be 1 week max.

[miniping]

So my watch was sent yesterday and is already on the way back to my place. It’s expected around monday !

• Pluses:
  • Amazing support (30h from the phone call to suunto to reparation notification…)
  • Thanks to the community for the first troubleshooting
• Con:
  • the watch seems unreliable to me from now on… Let’s hope that was a faulty one and that never happen again.

[Dimitrios Kanellopoulos]

@miniping keep me posted please

[Pierre-Luc Gaudreau]

Hi , i just receive the suunto 9 baro . It work for 1 hour and did the same problem . Freeze on update screen…try reset and hard reset with sunnto link but nothing work…probably have to return it or a solution exist…

Thanks

[isazi]

@Pierre-Luc-Gaudreau well the OP of this topic had his/her watch replaced, and didn’t write again, so I would suggest you to contact support, especially if you just bought the watch.

[Mff73]

@Pierre-Luc-Gaudreau said in S9 reboots and freezes on "update" screen:

Hi , i just receive the suunto 9 baro . It work for 1 hour and did the same problem . Freeze on update screen…try reset and hard reset with sunnto link but nothing work…probably have to return it or a solution exist…

Thanks

Eventually, try this :

[vr2udt]

@Mff73 May I know which thread was this quoted from? Several of my friends also had this symptom recently, I would like to read more about it. Thank you

[Egika]

@vr2udt that’s from Facebook