Epson Runsense and Soleus not syncing with Strava?

My wife has a Soleus GPS watch.

I have an Epson Runsense SF-810.

We both upload our activities to the respective Soleus and Epson apps, which then sync to Strava

 

Since last Monday (7th Jan 2019) none of our activities have synced to Strava at all. If I try to force a synchronise through the Epson app I just get a message 'An unexpected error has occurred'

 

The fact that this is two different apps not syncing makes me think Strava have changed something (maybe security settings somewhere?). Is this something that Soleus and Epson need to fix, or me, or Strava?

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    Hi Folks, 

    Thanks for posting. This issue has been resolved. If you're still experiencing issues, please send our team a ticket

    Cheers. 

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  • Yes, this is ridiculous, it also happened exactly a month ago but then only took 2 days to resolve, this time more than a week with no end in sight. May as well just kick it back old school with a stop watch and and excel spreadsheet.

    FYI Andy, strange thing is that other people at my work with Garmin watches and sync app have no issues ???

    Seems to be a technical change like a cert or a cipher change.

    At least Soleus website has an issue alert posted whilst Strava remains so unprofessionally silent about it as usual.

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  • Same issue. Have you found an answer?

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  • Also have the same problem with Runsense not synchronising data, last race uploaded OK on 1st Jan, since then receiving message 'An unexpected error has occurred'.

    Reluctant to ditch a perfectly good running watch for a new Garmin watch, any help in resolving the Runsense issue greatly appreciated.

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  • From the Help Desk-

     

    Thank you for contacting Strava. Sorry for the recent troubles uploading from EPSON Runsense application. We've reached out to EPSON to inform them of the issue and they are already aware and working on a resolution.

    In the meantime, if you can export a copy of the file in either FIT, TCX or GPX format, you can upload it to your accounthere.

    Unfortunately, I do not have a timeline for when this will be resolved as the change needs to be made in the EPSON software.

    Thank you for your patience. If you have any questions in the meantime, please do not hesitate to ask.

    Best,
    Skye​
    Strava Support Team

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  • I plan to reach out to Epson. Let me know if you get an answer or resolution.

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  • after spending almost 2 weeks trying to figure out what I was doing wrong , im so glad I have found that its not only me with my sf 810. hope it resolves soon. 

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  • For Soleus users, the debug option does not work without the authorization, so for anyone who is really eager to load some activity on Strava, you can create your own route and save it as GPX or TCX format, then you can use the below utility to import the route and add the necessary timestamps and save to upload to Strava;

    https://gotoes.org/strava/Add_Timestamps_To_GPX.php

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  • It took too long to find where I could actually email Epson's Customer Service.

    From Epson:

    Thank you for contacting us regarding your issue. My name is Courtney and I am with Epson Advanced Product support.
     
    Unfortunately we are currently experiencing issues with RunSense watches connecting and syncing with the Strava application.
     
    We're currently working with Strava to resolve this issue, but unfortunately we do not have a specific ETA as to when the issue will be resolved. Please check back at the following link regularly for updates;
    See the “Important News” tab –   - https://view.epson.com/app/info
     
    Best Regards,
    Courtney T.
    Epson America
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  • My Runsense last managed to sync on 6th January. have reported this to Epson and likewise to Strava. The last I heard from Epson, the problem was not at their end, it was a Strava server issue and indeed I see that users of other watches are currently having sync issues. My ticket was closed by Strava as "solved" and when I pointed out that it was not, I was simply told they can't keep the ticket open although why I do not know.

    Obviously I have no way of knowing where the fault actually lies but it seems quite clear that someone is trying to pass the buck.

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  • I heard back from their customer service. They said they won't keep ticket open for something that is Epson's fault. Sigh....

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  • And, Epson telling me to download the gpx and upload just makes me mad.

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  • Hi guys. Thanks for all your comments. I have just had this from Strava: 'Sorry for the trouble. We've reached out to both EPSON and Soleus to inform them of these issues and they are already aware and working on a resolution.

    In the meantime, if you can export a copy of the file in either FIT, TCX or GPX format, you can upload it to your account here.

    Unfortunately, I do not have a timeline for when this will be resolved as the change needs to be made in the EPSON and Soleus Sync software respectively. '

    So hopefully Epson and Soleus will have resolved this soon, though clearly Strava must have changed something to cause this in the first place.

    I have manually uploaded a couple of GPX files, but whenever I do that it seems to make me super fast (which is nice, but not correct).

    Cheers, and fingers crossed!

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  • Hi,

    also not syncing since 7.Jan.

    "Ein unerwarteter Fehler ist aufgetreten."

    Exporting gpx  then importing in Strav

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  • Received my brand new 810v today...tried connecting and got the "An unexpected error has occurred" message when trying to link Strava and Runsense.

    A disappointing start.

    My Epson agent said:

    So we've been getting a lot of these queries recently
          Strava have updated their social media platforms advising that they are having server related connection issues
          there's no confirmation from them that this is the cause of the issue but we suspect it will be
          As our Runconnect app is working fine and no other third party apps have had issues
    Me     Hmm...odd
          This has already been escalated and the powers that be have said that they're working on an update for this issue to solve it
    Me     OK...disappointing for me as a first time (first day) user...but understand it's out of your control.
    Me     Presume there's not an ETA on the update?
          Thanks for your understanding
          Is there anything else I may help with?
          I'm afraid not as far as I know
         

    I'd recommend contacting Strava as I believe this is their issue

    Has anyone tried using Tapiriik instead to link between Runsense and Strava?

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  • Thanks for this. It isn't correct that no other 3rd party apps have had an issue, as Soleus is exactly the same. Also, whilst I believe a change by Strava has caused this, Strava says that Epson (and Soleus) are working on a fix. Hopefully sometime soon...
    PS: the Epson 810 really is a great watch!
    PPS: I don't know what Tapiriik is, but will Google it and give it a try...

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  • Thanks for your post Jess. I am befuddled as to why Epson told Andrew Williams (today?) that 'I'd recommend contacting Strava as I believe this is their issue'. We just want to get on with logging our training. Uploading GPX files manually is only a partial workaround, as Strava interprets the data slightly incorrectly by that means (as I mentioned earlier, it makes me look super speedy!). Thanks

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  • Hi Andy,

     

    I've put some pressure on Strava and EPSON on Twitter, along with others. I just think it's only fair that they openly acknowledge the issue and outline thier plan to resolve it.

    So...(drum roll please)...limited success:

    https://twitter.com/EpsonUK/status/1089941526191505409

    EPSON have published a statement: http://kb.epson-europe.com/display/4/kb/article.aspx?aid=8735 

    It's not very good, nor detailed...but it is a statement.

    They recommend we keep checking the page.

    BTW - Tapiriik is great (and free) whilst it wasn't quick (setting error - my bad) it did transfer from Runsense to Strava. So that workaround works for now...who knows, it might be the permanent workaround?

    Andrew

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  • Thanks Andrew, that's all good stuff.
    Haven't got round to trying Tipiriik yet (just moved house - too much other stuff to do) but will definitely give it a go.
    Cheers,
    Andy

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  • Hey guys, it's working this morning! 

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  • Whoop whoop!!! But that does mean I need to do a run to test it out 😢
    (Tapiriik worked by the way - thanks!).
    I wonder if Soleus have fixed it too? Need to get Mrs P to give it a try...

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  • Just synchronise with Strava in Runsense, all my runs after 6th January then appeared.

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  • Yup all connected for me too...likewise I need to run to test it, but with snow on the roads, that’s not happening for me!
    Well done EPSON/Strava for fixing the issue.

    Andrew

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  • Working again !!

    Did a run yesterday, syncing at once

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