Unable to sync last session

Support
1

My last session won’t sync.

I’m getting a message that the file format is unsupported.

What can I do?

26042
260421080×2340 140 KB

2

Please make sure you’re running version 2.0.19.

Then try archiving the affected session: slowly swipe it to the right — the background should turn green and a share dialog will appear. Send the file via email to support@sunbits.de.

A couple of questions that would help diagnose this:

  • Did you end the session on the watch, or did the battery run out?
  • Could you start a short ~1 min recording and let me know if the same error appears?
3

I sent the archive to support@sunbits.de

  1. Did you end the session on the watch, or did the battery run out? I ended the session using the stop recording button on my phone as usual.
  2. Could you start a short ~1 min recording and let me know if the same error appears? It worked perfectly. I recorded lots of sessions in the past 2 years using your app and it always worked flawlessly.
4

Good news — I’ve sent you the fixed file via email. You can import it using the usual import function.

Could you check which app version you were using when you recorded? (Current version is 2.0.19)

I’d like to find out what caused the issue so the app can handle it automatically next time.

5

Thank you so much for fixing the file, it works!

The version of the app i’m using is 2.0.19.

Thanks again

6

As a side note to help troubleshoot what happened, i noticed the session is incomplete. My session started at 16h54 and i got out of the water at 19h38. The recorded time shows 1h49m. So roughly missing 50 minutes. On the plot, you can see the trace cutting suddenly. This is when something happened!

Just letting you know, thank you

7

Thanks for the details — that’s helpful. The session was likely cut short because the app was killed by the system’s battery optimization. This can also cause file issues.

Please make sure the app is whitelisted from battery optimization on your device. You’ll find instructions for your specific device here: https://dontkillmyapp.com/

8

That was it I think. It was set to optimized instead of unrestricted.

Thanks!