S9 peak stuck on "the device is being restored to a safe state"

Wesley Huyghe

I’m happy to report that my device got replaced

I hope Suunto can figure out what went wrong and avoid this kind of issue in the future!

Brad_Olwin

@wesley-huyghe It was likely a hardware failure of some sort. I do not think it is a frequent occurrence.

Wilson75

For those who has this message. I had it too with my Vertical right away after my Unboxing… After couple of minutes (around 5/10min) while I am charging it I was able to connect and update my Vertical.

Alex Cohen

Also have the same issue with a Suunto 9 Peak, I guess i’m contacting support then to see what they can do…

PipDaPip

@Alex-Cohen my 9 Peak out of the blue is crashing and looping back through the safe stat reboot. The oddest thing is the my girlfriends 5, and 4 of my friends with either 9 baro or 9 peaks all had the same thing happen over a 24 period. All our watcheds are bricked.

Tried using the 2.23.34 hotfix fix for the 5 and it just keepw saying install failed when I drag it to Suunto Link, no idea what to do with the 9 peak…

isazi

@PipDaPip the hotfix is only for Suunto 9 and Suunto 9 baro, not S5 or S9P

jthomi

Oh my, I hope that doesn’t happen to me and my S9PP…

Alex Cohen

An update on my Suunto 9 Peak, after looping for a couple of days plugged in I left it unplugged to see what happens when the battery went flat and eventually it showed an error and booted into a factory reset state. So its now functional again - not sure if the unplugging actually really made a difference or not.

bshanks

@PipDaPip My S9P and my partner’s had exactly the same problem on the same day. We both woke up on May 27 to our watches looping through the “your device is being restored to a safe state” and"this is taking longer than expected. Thank you for being patient".

Eventually one of the watches got to the same error as in this thread: https://forum.suunto.com/topic/8103/s9p-error-1403/29
“Error
1403,1403,1403,1403
SW version
2.23.20”

We were able to restore that watch. It seemed fine for a while, but then crashed during the first exercise. Resulted in the same 1403 error.

Rust Ab

thank you for this thread.
It turns out the question can only be solved through the service center? provided that the device is under warranty?

Erik F

Hey I had the same problem in the morning, I read this article and opened the Suunto app. It had thrown my watch off the connection. I reconnected it and manually started the workout from the app.I looked at my watch and there was an error message I pressed the bottom button and the normal watch face came up.

Brad_Olwin

@Erik-F If you encounter additional issues I would perform a hard reset/restore of the watch. If after that you have problems contact support.

Danny Labrana

Hi. Sorry for the re-opening this topic. I’m experiencing exactly the same issue. I contacted the support, and the only thing they offered was “can you do a soft reset and tell me what it does?”.

Now thay want me to send it to repair and the watch os no longer covered by the warranty (for 4 weeks only ). I asked the support to provide me with a price estiamte for the repair, given it’s a known/common issue), but they keep on telling me “I’m sorry, I don’t know only the repait team can tell”.

Not serious…

If any of you has sent a watch to service because of this issue, how much did you pay?

Thanks

PS: incredible to see I have to pay to reapair my watch that died because of a corrupt update

addib

@Danny-Labrana I can confirm that the same issue occured on my Race today, which suggests an issue with teh Q3 FW.

Mff73

@Danny-Labrana
This issue is not so known/common issue. It is more a generic message that watch has tried to repair itself but finally is not managing to do it.
It could be well a real hardware problem, maybe (or not) emphasised or revealed by this software update.
Thus the answer of support, if HW issue, only tech team could check, and if warranty is over, it is just the common unfortunate situatio’/timing.
But, hey, just speculation.
Is your watch completely blocked or can you access it in the app sometimes?

addib

@Mff73 it will boot briefly about every hour display error code 1403. But then crash again after about 10 seconds and go back the the repair screen. So nothing really that I can do while it’s up.

Danny Labrana

@Mff73 Thanks for the update. Regarding the watch: completely unusable.

MKPotts

@Danny-Labrana
Which watch do you have? You’ve posted against a 9 Peak topic and mentioned the problem happened after a software update - but the 9 Peak hasn’t been updated for at least 2 years.
If the 9 Peak Pro, I don’t think the Q3 update is available yet (at least it isn’t for mine), was it the June update that caused the problem?

Danny Labrana

@MKPotts, it’s a 9 Peak Pro. Not sure it’s the update that caused the issue, TBH. Just trying to figure out what caused it. I’ve sent it to Suunto for repair. I’ll post their feedback here.

Danny Labrana

Received feedback from the support team.

They tell me that the Peak Pro is no longer manufactured, nor that they have the parts to repair it. Not sure why they talk about parts, as to me, the issue had nothing to do with “mechanics” (but hey I’m not a techncian).

Their position is “we can maybe fix it, but a cost that wouldn’t be relevant to you”, so instead, they offer to me a replacement with another device. With an incredible discount of 10€ !!!

Quite interstingly, the Peak Pro is one of the models they’re offering in this deal of the century. Yes. The same model that is not manufactured anymore and for which they have no spare parts if there’s an issue.

Just bought a new Sports2. But with a “I give these guys one last chance, before I move to G” approach, as I’m pretty pi**ed off, the failure happened after a failed update (according to me, but once again, I’m no Suunto technicain), 2 weeks after the warranty expired, and by the fact that the support is putting me in a position where I have no other option that to buy a new device. Aren’t they clamining they are a sustainable company? “Repairability” is the basis of being sustainable, especially for a device that was first realseased less than 3 years ago. Or is the image they want to give some sort of green-washing. Anyways…