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Suunto Race screen stays black - soft reset required

Scheduled Pinned Locked Moved Suunto Race
bugdisplayrace
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  • M Offline
    Mff73 @stullT
    last edited by 15 Nov 2023, 11:24

    @stullT
    it is urgent to wait until the next FW update which seems to be coming this week.
    After new FW, you will have time to test again and see if issues are fixed or not.

    Suunto Spartan Ultra (since 2016) FW: 2.8.24 (retired)
    Suunto Vertical all black
    Wife : S9PP
    SA: Always the latest beta :)
    Android 13, Galaxy S205G

    1 Reply Last reply Reply Quote 0
    • O Offline
      Olaf Gottschalk Bronze Member @Joakim Ågren
      last edited by 29 Nov 2023, 21:02

      @Joakim-Ågren said in Suunto Race screen stays black - soft reset required:

      @Olaf-Gottschalk Since we have not seen this issue reported on a wide scale perhaps your unit is faulty and you have a warranty claim? DC Rainmaker have done a long term review published yesterday and this issue have not shown up for him so something must be off with your unit?😮 🙁

      You really think that DC Rainmaker is the definite measurement for bugs to exist or not? 🤣

      I am a software dev and believe me, I see bugs when they are there. And I have seen many others in the past weeks…

      1 Reply Last reply Reply Quote -1
      • D Offline
        Dimitrios Kanellopoulos Community Manager
        last edited by 30 Nov 2023, 11:21

        2.30.32 is out that should fix any releavant issues

        Community Manager / Admin @Suunto
        Creator of Quantified-Self.io
        youtube.com/c/dimitrioskanellopoulos
        https://instagram.com/dimitrioskanellopoulos
        https://www.strava.com/athletes/7586105

        O 1 Reply Last reply 2 Dec 2023, 08:47 Reply Quote 4
        • O Offline
          Olaf Gottschalk Bronze Member @Dimitrios Kanellopoulos
          last edited by 2 Dec 2023, 08:47

          @Dimitrios-Kanellopoulos well, it did not fix the step counter freeze issue.

          Today, with new firmware, this is the second time after a few hours that I realize I made only 3 steps… Sucks.

          Need to restart the device to reactivate the step counter.

          And the crappy support had just answered my the new firmware would fix the issue - a bold lie. I presume they simply answered to everyone with bugs that the new firmware will fix it regardless of the error.
          I really am disappointed to a huge extend by now.

          T E 2 Replies Last reply 3 Dec 2023, 06:39 Reply Quote 1
          • T Offline
            tiago Bronze Member @Olaf Gottschalk
            last edited by 3 Dec 2023, 06:39

            @Olaf-Gottschalk well,in my opinion every single complaint you share here, with bugs and crashes, it’s clear doesn’t affect everyone,I don’t have crashes, differences between CTL ATL and TSS in whach and app, problems with step counter,and many others don’t experience that too,so i don’t understand why you don’t send the unit to Suunto, it’s clearly defective. If it was with me,I send it.

            T 1 Reply Last reply 3 Dec 2023, 07:22 Reply Quote 0
            • T Offline
              Tieutieu Platinum Member @tiago
              last edited by Tieutieu 12 Mar 2023, 07:30 3 Dec 2023, 07:22

              @tiago I wouldn’t bet that the watch itself is defective. It’s probably a software issue that @Olaf-Gottschalk would also have with a watch that works « perfectly » for someone else !
              If it still an issue and that suunto can isolate it and fix it, they will.

              But, considering the large amount of issues that you @Olaf-Gottschalk have with your race, support should already have proposed to send your watch for checking ? You should probably go for it as your watch is under warranty.

              Most software bugs come from somewhere, and it is almost always linked to particular use combinations. It can be using a function after having pressed buttons in a specific order.
              That’s why it is sometimes very hard to isolate.
              I don’t speak specifically for suunto’s software but software in general.
              When you add to that the differences of perception from a user to another (one will speak about a catastrophic issue while the other won’t even notice), you have the perfect developer’s life description when talking about « bug free » : if it was simple it would have been done already !

              Suunto’s devices at home :
              Vertical titanium solar
              Suunto Race S
              S9pp titanium sand
              Suunto Wing
              S9B titanium Ambassador edition, A3P, X6

              1 Reply Last reply Reply Quote 1
              • S Offline
                sartoric Moderator
                last edited by 3 Dec 2023, 09:10

                @Olaf-Gottschalk
                Well, you really sound like a 90% happy customer, as you said.

                SVTS - 2.40.38
                SSSWHR BARO Amber - 2.8.32
                Samsung A5 2016 - Android 7.0
                Samsung A33 2022 - Android 14 - One UI 6.1
                Suunto App Android 5.2.5 beta
                Suunto App IOs 2.45.0 (19123) beta on MBP M1

                1 Reply Last reply Reply Quote 0
                • E Offline
                  Egika Platinum Member @Olaf Gottschalk
                  last edited by 3 Dec 2023, 13:00

                  @Olaf-Gottschalk said in Suunto Race screen stays black - soft reset required:

                  And the crappy support had just answered my the new firmware would fix the issue - a bold lie. I presume they simply answered to everyone with bugs that the new firmware will fix it regardless of the error.

                  No. Not a lie at all. There has been significant dealing with the blocked step counter in the last week’s before releasing the update. It looked like all was fixed. Now it seems your case is an exception… This can be dealt with if you help by sending logs after it got stuck and let Dimi or me know your account details in PM.
                  I does not help though if you accuse someone of lying.

                  Thx

                  t6, S6, Elementum Terra, Ambit 3 Sapphire, Spartan Ultra Copper, Traverse Alpha, S7 Graphite LE, S9B Ambassador, S9P Granite Blue Titanium, S9PP Titanium Sand, Vertical All Black, Race Titanium Charcoal,
                  Race S All Black - TI Canary - Titanium Courtney

                  O 2 Replies Last reply 3 Dec 2023, 14:07 Reply Quote 1
                  • O Offline
                    Olaf Gottschalk Bronze Member @Egika
                    last edited by 3 Dec 2023, 14:07

                    @Egika good point. How can I access the logs? Nobody ever asked me to and explained that this is possible even though I asked support when I had the crash…

                    1 Reply Last reply Reply Quote 0
                    • O Offline
                      Olaf Gottschalk Bronze Member @Egika
                      last edited by 3 Dec 2023, 14:10

                      @Egika next time I would like to show it in a video, I forgot this morning… Who would need this as a visual proof that something is wrong with the step counter?

                      And can you explain why steps & calories are stuck then? What do calories on this page even mean? I mean my body burns calories as time progresses even when sitting still.

                      Is calories here just another way to say how many calories the counted steps account for? So steps stuck = calories stuck?

                      D E 2 Replies Last reply 4 Dec 2023, 06:22 Reply Quote 0
                      • D Offline
                        Dimitrios Kanellopoulos Community Manager @Olaf Gottschalk
                        last edited by 4 Dec 2023, 06:22

                        @Olaf-Gottschalk please I asked for logs when this happens. Send logs to Suunto via the app - profike - settings - send logs to Suunto. Then pass me on the chat your email for the Suunto app.

                        Community Manager / Admin @Suunto
                        Creator of Quantified-Self.io
                        youtube.com/c/dimitrioskanellopoulos
                        https://instagram.com/dimitrioskanellopoulos
                        https://www.strava.com/athletes/7586105

                        O 2 Replies Last reply 4 Dec 2023, 07:40 Reply Quote 0
                        • O Offline
                          Olaf Gottschalk Bronze Member @Dimitrios Kanellopoulos
                          last edited by 4 Dec 2023, 07:40

                          @Dimitrios-Kanellopoulos must have missed that, sorry. What I was referring to was my contact to Suunto support via mail. Nobody ever requested logs there.

                          D 1 Reply Last reply 4 Dec 2023, 07:46 Reply Quote 1
                          • D Offline
                            Dimitrios Kanellopoulos Community Manager @Olaf Gottschalk
                            last edited by 4 Dec 2023, 07:46

                            @Olaf-Gottschalk no worries. I was also like: Where did I reply about this? 🙂

                            I can check the logs and pass them to the developers and see if we have a workarround for the time being (so this does not happen to you) or even if its HW related

                            Community Manager / Admin @Suunto
                            Creator of Quantified-Self.io
                            youtube.com/c/dimitrioskanellopoulos
                            https://instagram.com/dimitrioskanellopoulos
                            https://www.strava.com/athletes/7586105

                            1 Reply Last reply Reply Quote 0
                            • E Offline
                              Egika Platinum Member @Olaf Gottschalk
                              last edited by Egika 12 Apr 2023, 09:10 4 Dec 2023, 09:04

                              @Olaf-Gottschalk said in Suunto Race screen stays black - soft reset required:

                              @Egika next time I would like to show it in a video, I forgot this morning… Who would need this as a visual proof that something is wrong with the step counter?

                              And can you explain why steps & calories are stuck then? What do calories on this page even mean? I mean my body burns calories as time progresses even when sitting still.

                              Is calories here just another way to say how many calories the counted steps account for? So steps stuck = calories stuck?

                              No need for visual proof. Just sending logs (like Dimi explained above) will be very helpful.
                              I have no idea why the step counter can become stuck - just know that it has been dealt with recently.

                              The calorie counter actually is showing both: active and metabolic calories. The big number in the widget is active calories from your activities, the small total number below is including you sitting still and just breathing. read here: https://www.suunto.com/de-de/Support/Produktsupport/suunto_vertical/suunto_vertical/widgets/schritte-und-kalorien/

                              Don’t know if and how metabolic calories are connected to the step counter anyway…

                              t6, S6, Elementum Terra, Ambit 3 Sapphire, Spartan Ultra Copper, Traverse Alpha, S7 Graphite LE, S9B Ambassador, S9P Granite Blue Titanium, S9PP Titanium Sand, Vertical All Black, Race Titanium Charcoal,
                              Race S All Black - TI Canary - Titanium Courtney

                              O 1 Reply Last reply 4 Dec 2023, 09:13 Reply Quote 0
                              • O Offline
                                Olaf Gottschalk Bronze Member @Egika
                                last edited by 4 Dec 2023, 09:13

                                @Egika thanks!

                                Well, the metabolic calories should then count upwards with time, right?
                                When I had the step counter locked, it always also locked the calorie counter. It stayed at 0 calories for more than 2 hours…

                                Looking at the widget:
                                It shows steps on top with a bar in blue then calories in yellow and right below the big calorie number there’s a gray “Total…” in small print and a bigger number.
                                Is the big one related to activity and the small one to total including metabolic calories? So the small, total number should start with 0 at midnight and go up with time independent of any activity, right?

                                E 1 Reply Last reply 4 Dec 2023, 09:15 Reply Quote 0
                                • E Offline
                                  Egika Platinum Member @Olaf Gottschalk
                                  last edited by 4 Dec 2023, 09:15

                                  @Olaf-Gottschalk try reading and understanding the information from the link: https://www.suunto.com/de-de/Support/Produktsupport/suunto_vertical/suunto_vertical/widgets/schritte-und-kalorien/

                                  t6, S6, Elementum Terra, Ambit 3 Sapphire, Spartan Ultra Copper, Traverse Alpha, S7 Graphite LE, S9B Ambassador, S9P Granite Blue Titanium, S9PP Titanium Sand, Vertical All Black, Race Titanium Charcoal,
                                  Race S All Black - TI Canary - Titanium Courtney

                                  O 1 Reply Last reply 4 Dec 2023, 09:24 Reply Quote 0
                                  • O Offline
                                    Olaf Gottschalk Bronze Member @Egika
                                    last edited by 4 Dec 2023, 09:24

                                    @Egika thanks for the link.
                                    I think there is a logical flaw in the picture and description though.

                                    The text says that the total displayed INCLUDES the calories through activity, but the image shows a much smaller total than the active calories right above it… Either the watch screenshot is wrong or the text… 😉 I am sorry for being so picky… 😉

                                    E 1 Reply Last reply 4 Dec 2023, 09:27 Reply Quote 0
                                    • E Offline
                                      Egika Platinum Member @Olaf Gottschalk
                                      last edited by 4 Dec 2023, 09:27

                                      @Olaf-Gottschalk haha, right 🙂

                                      t6, S6, Elementum Terra, Ambit 3 Sapphire, Spartan Ultra Copper, Traverse Alpha, S7 Graphite LE, S9B Ambassador, S9P Granite Blue Titanium, S9PP Titanium Sand, Vertical All Black, Race Titanium Charcoal,
                                      Race S All Black - TI Canary - Titanium Courtney

                                      1 Reply Last reply Reply Quote 0
                                      • O Offline
                                        Olaf Gottschalk Bronze Member @Dimitrios Kanellopoulos
                                        last edited by 4 Dec 2023, 09:52

                                        @Dimitrios-Kanellopoulos said in Suunto Race screen stays black - soft reset required:

                                        @Olaf-Gottschalk please I asked for logs when this happens. Send logs to Suunto via the app - profike - settings - send logs to Suunto. Then pass me on the chat your email for the Suunto app.

                                        Hi Dimitrios,
                                        Being in contact with Suunto support via ticket as well, as I said - now they tell me to send in the Race without ever having asked for logs.
                                        I find this extremely unnecessary as this clearly is a software issue and not a hardware one.
                                        Plus, they simply say: send it in.
                                        But I need a sports watch every day. So I must - if I want to send this in - buy a brand new one only to return this afterwards… Doesn’t seem to be ecological friendly…
                                        Isn’t there a better solution to help customers have a “zero downtime” service?

                                        But as I said: I truly doubt this being HW related…

                                        Cheers!

                                        the_ultramanT 1 Reply Last reply 18 Jan 2024, 11:11 Reply Quote 2
                                        • the_ultramanT Offline
                                          the_ultraman @Olaf Gottschalk
                                          last edited by 19 Dec 2023, 19:49

                                          @Olaf-Gottschalk same bug on me

                                          1 Reply Last reply Reply Quote 0
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