[OUTAGE]: Login issues

Comments

82 comments

  • Official comment
    Avatar
    Akhil

    Hey All,

    We have identified the root cause behind the login issues on the dashboard and our team has ensured to resolve it! We do sincerely apologize for the inconvenience caused and we have taken necessary countermeasures to avoid such issues in the future.

    Thank you for your continued support :)

    Comment actions Permalink
  • Avatar
    Ringo De Smet

    @Ali, can this be the reason why the upload of a ride to Strava & RideWithGPS is not working? I just finished a ride and tried 3 times already to upload the ride, even restarting the Karoo 2 in between attempts.

    0
    Comment actions Permalink
  • Avatar
    Michael

    Hmmmm
    Any tips on how to get a new route to the unit for the tomorrow's ride?

    3
    Comment actions Permalink
  • Avatar
    Ali

    Hi Ringo, Unfortunately, I would have to say, Yes. The developers are working on it as we speak. It is a major issue right now, affecting all the services related Hammerhead account.

    Michael, I am sorry to say but there isn;t any other option. We really hope this gets resolved soon for everyone.

    -2
    Comment actions Permalink
  • Avatar
    Jud Dowling

    Is there a way to transfer a gpx file from my computer to the K2 without the dashboard?
    Thanks

    3
    Comment actions Permalink
  • Avatar
    Charles Vandervelde

    Reminds me of Garmin’s ransomware attack last year. Did you get hacked Hammerhead?

    0
    Comment actions Permalink
  • Avatar
    Cameron

    So.... this would be why I can't upload my just completed ride.  After logging out, I can't logback in and it appears all my data is lost.... Joyous ;((

    0
    Comment actions Permalink
  • Avatar
    Mariano Andres Pucheta

    I think it's time to have a PLAN B for this kind of issues. The device cannot be completely dependent on a website. You have to develop an app, or let the firmware to receive and give data through USB cable to a laptop.

    13
    Comment actions Permalink
  • Avatar
    sigeb

    Here are the steps to download a FIT file from the Karoo using a PC:

    https://support.hammerhead.io/hc/en-us/articles/360005925374--Downloading-a-FIT-file-from-the-Karoo-or-Karoo-2-on-your-PC

     

    5
    Comment actions Permalink
  • Avatar
    Michael

    I am taking my phone and the mount for the Sunday ride @Mariano. That's my plan B 🤷

    1
    Comment actions Permalink
  • Avatar
    Mariano Andres Pucheta

    @Michael 

    It is a pity. If the device had the price of the MAGENE C406 (60€), I would consider that plan B (use my smartphone), but the K2 is the most expensive of all the devices on the market, the solution has to be permanent, and this cannot happen again. As users we need to have alternatives to dispose and use our personal information and not let only one website of the Hammerhead property handle everything.

    5
    Comment actions Permalink
  • Avatar
    Mariano Andres Pucheta

    @sigeb if you have the solution to upload an GPX file without using Dashboard let me know.

    3
    Comment actions Permalink
  • Avatar
    Bruce Carter

    Now is a good time to integrate google play services to integrate with google maps.  This also a good time to develop an on device export function to be able to export FIT, GXP, etc files and/or alternate methods to integrate with Strava, etc.

    2
    Comment actions Permalink
  • Avatar
    Dwayne Neal

    I agree with Mariano. The Hammerhead philosophy is not robust. An app should be generated and the Dashboard should be a backup if the app fails. I’m in my trial period with Hammerhead and I want reassurance they will change course to a robust approach to data uploads.

    5
    Comment actions Permalink
  • Avatar
    Katy Hanks

    I also can’t access Dashboard. Any ETA On when this will be fixed please? Cheers!!

    2
    Comment actions Permalink
  • Avatar
    Jason Wright

    Hope you guys get it: just purchased my K2 two days ago, have been very excited about it, however see I overlooked the dependencies here on sync and uploads via dashboard (although did know the risks of going in this direction anyways, like the approach being taken here by Hammerhead)
    Guess my long haul ride today will stay dormant for now, no biggie
    Hopefully these are still development and expansion growing pains, and not signs of things to be (and do hope it's not a ransomeware thing too, those are nasty)

    -1
    Comment actions Permalink
  • Avatar
    Andre Crone

    This is taking hours now. The K1 is now a useless device since there is no way to load my routes. Time to go back to Garmin. I tried so many times. But this is not reliable. I hate their standard replies "thank you for your patience and understanding". This is just a simple bike computer, when it is working.

    -3
    Comment actions Permalink
  • Avatar
    Cameron

    Like others have asked... Any updates or ETA on a fix? Is it, hours, days, weeks or months for a fix.  Kinda running out of "patience and understanding" Thank goodness I still have my Wahoo Bolt.... the K2 is now useless

    1
    Comment actions Permalink
  • Avatar
    Ray

    Oh dear! Doom and gloom. Is the world coming to an end? Having checked my K2, I can see that all of my previous rides are still there. Presumably they will be synched when the issue has been resolved. However, they are all saved to other platforms so nothing is lost. It's called a backup! Routes are all created on another platform and uploaded to the dashboard. Again, nothing lost. One of the reasons I bought a K2 is that it does not rely on a smartphone and an app. All that is needed is a way of synching the K2 and the dashboard via wifi or using a USB cable connected to a computer. We have the former. We rely too much on technology. In some ways it takes the fun out of cycling. I don't want to have to spend a small fortune on a smartphone just to have fun. If the system is still down tomorrow I will use my trusted Polar M460 and sync it using a USB when I get home. If I go somewhere unknown, I will used a paper map. Again, more fun. Hey ho!

    1
    Comment actions Permalink
  • Avatar
    Mariano Andres Pucheta

    Well, It's worst than I expected. Tomorrow I've planned a route of 135 Km, I can't upload the GPX file from Strava or any other platform. So, I said to myself, "Let's do it on the device", it's a little tricky to build up a route in the device with so many points, but...IT DOESN'T WORK EITHER, my 45 days free trial are over, I should bought the Wahoo elemnt roam. So disappointed and regretful of betting on this emerging brand. If there is no permanent solution and a separate alternative from their website, I will sell my device and go to the trusted Wahoo or Garmin.

    1
    Comment actions Permalink
  • Avatar
    Harold Overman

    Hey hammerhead team, I know you are stressed out working on this feverishly. These things happen, so I get it. One thing to look at for the future is to just put a banner on your main site and the dashboard saying "Hey all, we are down right now, working on it" to cut down on the noise of people banging on your door all day and having to respond to emails and support tickets telling you what you already know. Keep cranking, learn, and keep fighting the big dogs out there. I am one customer not all bent out of shape over this as there are a lot worse things in life than my bike computer not syncing. I like your products, you have my support.

    7
    Comment actions Permalink
  • Avatar
    Nicolas Aguttes

    Route already uploaded, so it should be good for me tomorrow and if not I'll do it the old way. This is ennoying but nothing I can't survive to ;)

    2
    Comment actions Permalink
  • Avatar
    Mariano Andres Pucheta

    @Nicolas Yes, we can all ride the bike regardless of the computer, but spend € 399 for something that is absolutely useless if they have a problem on their server or cloud? It's a rookie mistake, putting all your eggs in one basket. Instead of releasing interface updates for Strava segments, they would have to work on making the device more independent and giving the user the ability to manage their own information without having to expose it to their sites, servers, etc.

    1
    Comment actions Permalink
  • Avatar
    Jerrysobel

    This is really stupid. If it is not one thing with the K2 device it is another. Amazing how clueless these people are. The idea of putting up a banner or sending out an email to account holders is not rocket science. Meanwhile I have just wasted an hour of my time trying to figure this out. I guess it is back to my Garmin tomorrow and return the K2. I was just getting to like it. Happiness is o fleeting with this company 

    -1
    Comment actions Permalink
  • Avatar
    Callebe Gomes

    I'm a software engineer and I can guess the stress that the developers are dealing with right know. Not only them, but the leadership as well, since many users are getting disappointed and it might reflect in financial losses.
    I guess I was luck to load my route to the device yesterday and start my ride today morning before the outage. After the ride, it was not loading to Strava, and it was a surprise when I tried to login to the dashboard and the site was not there.
    Waiting patiently for it to be back. I got my K2 yesterday, and I plan to stick with it.

    8
    Comment actions Permalink
  • Avatar
    Katy Hanks

    I agree it’s a great product and know you guys are trying to fix it! I also agree that the communication is the major problem here.... regulate updates and something alerting us to the issue would go a long way to helping here.... cheers!

    8
    Comment actions Permalink
  • Avatar
    dana

    I agree. Having an automated server status (like guthub) would lower the noise. Setting expectations and transparency in an automated way via a domain like ‘status.hammerhead.Io’ is good UX absolutely. Should not be hard to set up. I build websites/apps for a living and could help with this if you need it :).

    6
    Comment actions Permalink
  • Avatar
    Patrick McWilliams

    Is there another way to upload my ride? Can't I send it to my phone or something somehow?

    3
    Comment actions Permalink
  • Avatar
    Michael Aman

    The dashboard is indeed somehow disappointing and I cannot see a real value behind it (maybe somebody can explain the value if the dashboard over direct sync to the device).

    Wouldn´t it be possible to allow direct sync of Routes from Strava and Komoot and also for Strava Segments without the need for the Dashboard (like Wahoo is doing it)?

    Tomorrow I am on a group ride with my club and now I cannot sync the route and also my segments are gone. Good that I kept my Wahoo Roam ...

    -1
    Comment actions Permalink
  • Avatar
    Charles Vandervelde

    It’s beyond ridiculous that there has been no update of any kind given to users. I’m starting to feel embarrassed for how bad they are handling this. A simple update is not hard, and buys you lots of good will. They need some leadership help. Big time.

    -1
    Comment actions Permalink

Please sign in to leave a comment.