Brand new Suunto 5 peak cannot find location

Andoni Aguirre Aranguren

Yes, I have connected with with my suunto app (both iphone app and windows app)
I will give it a try waiting for 30min in a outside environment, I’ll write here the results

Thanks a lot =), hope it works

Brad_Olwin

@Andoni-Aguirre-Aranguren Make sure the AGPS file synced to the watch. Check in Settings/About for a current file that should have the days date.

zhang965

Please Contact Suunto support.

Whatever with or without agps, it should not take 30mins

DMytro

@zhang965 I don’t know - 30m is certainly quite long and I never had it, but I guess it may still be possible. Certainly worth to try and connect a few more times.

I’m afraid contacting the support will result in trying anyways. And if they would ask to send in the watch, keep it for a couple of weeks, and return as they have not found an issue - that would just be a waste of time.
That said, if connect times would still exceed 1m or so (with AGPS) or 30m as in your case, I would certainly contact support.

Brad_Olwin

@zhang965 I have had that or longer if there is no AGPS file and if the watch is recently updated.

pirli

Hello @Andoni-Aguirre-Aranguren,

I’d be interested to know if the situation has changed since your message in February and what you have done so far to fix this issue.

I’m having exactly the same problem and although everything seems to be up to date (watch, app, agps) the watch (brand new!) still can’t find the gps signal.

I’ve left it outside for over an hour without success. My old tomtom runner 3, although decommissioned in November 2023, found the gps signal in a few minutes.

I contacted today customer service by e-mail ,as the chat service doesn’t seem to be working (2.5 hours waiting in the queue and still in the same place).

Wait and see.

far-blue

@pirli There are some standard steps you could check / try to see if they help, if you haven’t done so already.

Make sure your watch and phone app are on the latest versions
See whether changing the GPS mode makes a difference - if you are based in Europe try the option that uses Galileo, for example.
See whether the watch can find your location when not in an exercise - navigate to the ‘navigation’ menu by pressing the top right button twice, then from in that menu try the ‘my location’ option.
Try turning the gps off and on again while setting up an exercise - when on the setup screen for an outdoor exercise such as a run, scroll down to the option to toggle gps and toggle it off and then press the lower left button to jump back to the top (or just scroll back to the top). Then scroll back down and toggle it back on again.
Try rebooting the watch using the soft reboot (which won’t reset anything)
As a last resort try a hard reset (which will reset some settings)

If none of these work and you’ve never achieved a gps lock it could be that a manufacturing defect means the gps antenna is damaged so I’d talk to support about having the watch replaced.

pirli

@far-blue Thank you for your message.

Just to keep you informed. I finally reached someone from the service center. He/She didn’t guide me to the standards steps you presented but to the standard faq.

Anyway I already tried all the steps (except toggle off and on in the navigation menu) and never achieved a gps lock. So now the watch will be picked up by DHL and sent to the repair center in Praha (CZ). I am out of the 15 days return policy because it was bought in november but offered for christmas.

It would be a pity that a brand new product presents a manufacturing defect, but it happens!

I will keep you informed about the next steps.

Brad_Olwin

@pirli Does sound like a hardware issue, the watch should pick up the GPS signal in seconds.

pirli

Hi everyone,

I received the watch back today. The note says that the main unit has been replaced.

I went outside to test it and indeed the GPS synchronised in a few seconds.

Thanks to Suunto Praha for their responsiveness!

mahoney

@pirli

Had exactly the same issue, brand new Suunto 5 Peak did not find GPS signal. Unit replaced, got it back already today (5 days only including shipments between Finland and Czech, so very fast!). It seemed to be working just fine, but immediately after updating the watch to newest firmware it stopped working and cannot find GPS signal anymore. Wondering if anyone else has experienced the same issue after update… seems that it is not possible to restore previous firmware version.

Brad_Olwin

@mahoney make sure you have current AGPS file loaded. Check in settings/ about