Suuntolink no longer working

Mariner9 · 19 Apr 2022, 15:18

I “upgraded” Suuntolink today and now the app no longer works. I’m running Win10 on 64-bit PC.

Seems that the “upgraded” app is intended only for 32-bit (incredible) and Suunto does not allow access to any legacy versions of the app which do work (also incredible). Chatted to support who claim to have no ability to provide a link to a working version.

Suggestions gratefully received.

pavel.samokha · 19 Apr 2022, 15:55

@mariner9 could you clarify - it does not start at all or what? Does operating system show you any message in that case?

Mariner9 · 19 Apr 2022, 16:33

@pavel-samokha It starts but all I see is shown in the attached screenshot. Click on X - no response. Click on menu - no response.

https://imgur.com/a/GWidueb - screenshot

I have now uninstalled and reinstalled SuutnoLink 3x bc support has no better ideas. I have also restarted my PC twice for the same reason.

NB does not matter whether or not watch is connected, same issue either way.

A Former User · 19 Apr 2022, 16:38

Did you try removing and then reinstall from the scratch? I’m running latest SuuntoLink on a 64-bit Windows 10 and I didn’t encounter any problems.

Update: never mind, I was writing my post and you already answered.

Mariner9 · 19 Apr 2022, 16:41

@andrasveres Not only that but I fixed registry issues before reinstalling. Still didn’t work.

A Former User · 19 Apr 2022, 16:45

@mariner9 did you checked the %localappdata%\Suuntolink path on your PC? It should have both, the current and the previous version of the software in it, at least I have both, 4.1.4 and 4.1.3.

Mariner9 · 19 Apr 2022, 16:55

@andrasveres that path only contains 4.1.4

pavel.samokha · 19 Apr 2022, 17:00

@mariner9 Thanks. Could you attach watch to your computer then on the screen you see press “hamburger menu” button in the right upper corner -> Diagnostics -> Send logs to Suunto and share the log ID number with me?

Also what made you think that app works only with 32-bit?

A Former User · 19 Apr 2022, 17:01

@mariner9 sorry to hear that, maybe because of reinstall. Maybe you can dig into log files in %appdata%\Suuntolink (appdata and not localappdata) and figure out something.

Mariner9 · 19 Apr 2022, 17:10

@pavel-samokha said in Suuntolink no longer working:

Could you attach watch to your computer then on the screen you see press “hamburger menu” button in the right upper corner -> Diagnostics -> Send logs to Suunto and share the log ID number with me?

No - because as I mentioned, when I click on the Menu icon, nothing happens. (“Click on X - no response. Click on menu - no response.”). Does not matter if watch is not connected when I open the app and then connect it, or whether I connect the watch then open the app.

“what made you think that app works only with 32-bit?” - the fact that task manager shows it as being a 32-bit app and there are well-known issues with using apps built for a 32-bit machine on a 64-bit machine.

Raimo Järvi · 20 Apr 2022, 12:00

@mariner9 If you can send me a private message with your log files (%appdata%\Suuntolink*.log), I can take a look. Do you know which version of SuuntoLink you had installed before you updated it to 4.1.4? SuuntoLink is 32-bit, but there are no known issues running it in 64-bit Windows.

Mariner9 · 20 Apr 2022, 16:30

@raimo-järvi said in Suuntolink no longer working:

@mariner9 If you can send me a private message with your log files (%appdata%\Suuntolink*.log), I can take a look. Do you know which version of SuuntoLink you had installed before you updated it to 4.1.4? SuuntoLink is 32-bit, but there are no known issues running it in 64-bit Windows.

Hi Raimo - how do I send you a private message?

A Former User · 21 Apr 2022, 07:01

@mariner9 said in Suuntolink no longer working:

how do I send you a private message?

Click on the desired username and on his/her profile page that will appear, on the right you will find a button with three dots, under that menu you select “Start new char with…”.

Mariner9 · 26 Apr 2022, 18:08

@andrasveres

Mariner9 · 26 Apr 2022, 18:36

@mariner9 said in Suuntolink no longer working:

@raimo-järvi said in Suuntolink no longer working:

@mariner9 If you can send me a private message with your log files (%appdata%\Suuntolink*.log), I can take a look. Do you know which version of SuuntoLink you had installed before you updated it to 4.1.4? SuuntoLink is 32-bit, but there are no known issues running it in 64-bit Windows.

Hi Raimo - how do I send you a private message?

Thanks - unfortunately you can’t attach any files to a chat. I did however manage to email the files.

Raimo Järvi · 18 May 2022, 13:21

We have released SuuntoLink 4.1.6 that should help with this issue

sebchastang · 18 May 2022, 20:57

Suuntolink 4.1.6 does not recognize my Traverse watch
Version 4.1.4 fortunately still works.
Does anybody have the same issue ?

I also noticed synchronization fails sometimes since version 4.x…

I never had any sync issue with version 3.x

A Former User · 19 May 2022, 05:43

@sebchastang no connection or sync issue here with my Ambit3.

synchronization fails sometimes

Could that happen because of your cable is getting broken?!

sebchastang · 19 May 2022, 07:34

@andrasveres I don’t think so because it works when I force re-sync without changing cable or watch position.
I have the feeling it fails depending on what is synced (activities and/or routes/POI, GPS optimization)

A Former User · 19 May 2022, 07:49

@sebchastang I see. Maybe then you should contact support and send the logs, right after sync fails.