[OUTAGE]: Login issues
Our team is aware of this issue and are in the process of fixing it. We apologize for the inconvenience this has caused you but thank you for your patience and understanding. We will update you once it has been resolved.
Best Regards,
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well, this is very disappointing as someone who was excited about my k2 after receiving it this week, and now I can't upload my first metric century ride ever that I completed today. I've tried to download the FitFile, but the ride is not appearing when connected to the computer despite being saved on the device. Kind of crazy how long this is taking to resolve.
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Please please please allow the device to connect to PC via USB so that in the event of issues like this rides can be uploaded to wherever, but more importantly routes can be transferred to the Karoo. Seems a bit of a 'schoolboy error' - it is the only device I know that when plugged in by USB has now contact with PC/device it is connected to except to suck power! Remqarkable oversight! Garmin 520 tomorrow with USB loaded ride just in case!
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I don't normally comment about these things but felt like it was the right thing after reading other comments.
Yes, this is frustrating, possibly avoidable, but it is what it is.Developing tech products is rarely easy and it's only in hindsight that other things seem like they were worthwhile to build.
I've had the karoo for 9 months now, and outside of a few tiny issues, it has been a pretty great experience.It sucks that we might lose a ride or 2, but I can imagine right now there are a lot of very stressed engineers trying to fix a problem. Lets spread love not anger, I have worked on a few product teams where we experienced system-wide issues like this. its never fun, but I've never seen it not get taken seriously.
Good luck engineers/team at karoo, hope you resolve this quickly, lessons can be learned for next time, and you can move onto working on the next great feature you have in the backlog!
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Michael,
I work in a support role and if an outage of any kind occurs we have to inform our customers immediately, regardless of if the outage is our fault or not. The other day when there was an outage that took down a lot of the internet we were affected for a few minutes and we still have to post a notification.
When I bought the K2 I was very optimistic and the device itself is wonderful. I was a bit concerned by the fact that there wasn't a companion app and all routes had to be imported from the website, I also find it fairly cumbersome to have to copy and paste links from RWGPS in order to get them into my device. I was using a wahoo before and getting routes in my GPS was easy and I could do it on the fly. I just sold my wahoo today and I am regretting it, I am basically gonna have to keep my fingers crossed that something like this doesn't happen again and if it does I have to hope I have my routes saved to my device before it happens. Gonna go check the return window if I can still return it I might do so and pick up the new wahoo.
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Unfortunately I tried to buy my K2 spreading all my love, and they told me that the best cycling computer in the world cost € 399, because IT IS THE BEST IN THE WORLD. I just want the first thing they show on their website when you first walk in to be true and not a scam.
This kind of NOT SYSTEM THINKING it's Hammerhead's fault, the fragility of the system is at least surprising for a company who claims being the best in the WORLD.
And I also hope the guys from the Israel Team Start up nation loaded their tour de suisse routes yesterday. -
The Hammerhead team have been great so far - they are innovative and hard working and I can tell you now that this issue will be solved. Some people demand and want now, they have no patience. Surely we can all wait until this is fixed? We live in a culture when people want everything instantly, not long ago our main communication was through hand written letters and the mail but now people can get a text within seconds. People need to stop, take a breath and look at this problem in the long term - we still all have the best device on the market! Have a little more patience guys. Thanks Hammerhead for all your work so far, keep it up!
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Reminder - You can download the files from your device and upload to Strava. (Not ideal.)
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Steve,
As long as you hit save, then no cloud/backend necessary, The .fit is first stored locally.
I just grabbed the file for my ride this AM. No issues.
https://www.strava.com/activities/5459366462
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I've been delighted with my Karoo 2 and remain a loyal customer. I appreciate the original post which clearly said they'll let us know once the problem is resolved. Anyone familiar with software technology understands that demanding a time estimate for problem resolution is unreasonable - it's simply unpredictable in general. I too have a ride scheduled for tomorrow. If I can't load the route, I'll work around that and life will still go on well enough. Perhaps the petulant whiners have never faced challenges in their own lives or careers, but if they have or do in the future, one has to wonder how much patience and sympathy they want for themselves.
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It is not whining to ask for excellence. It is not whining to ask for value. Its not whining to ask for redundancy like giving in to Apple and pay to enter their store with the novel idea of an app.
Those of us that actually have suffered through life don’t want to suffer any more, especially from something like a bicycle computer. This problem was obviously avoidable and that’s why I’m frustrated.
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Folks. This is a GPS - not a critical life device. Can’t upload to Strava for a few hours? Life goes on.
Did you factory reset because of a cloud issue before backing up the files? That’s a user error. At some point, the user must take precautions to backup their data. In this case, connect your device to your PC/Mac and download the .fit files. Do you really need these files? Then buy a second, cheap GPS for high assurance.
As for redundancy, that costs Hammerhead money which would be passed down to the users. I’ve experienced outages with Garmin and Strava. Again. Life goes on. I don’t want to have to pay for the dashboard.
These Hammerhead folks have produced an excellent product. The fact Karoo provides such a powerful device for this price point in amazing.
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@jeffrey - well said. My Dashboard and Strava upload works no problem now - so this was an outage for what.. 14 hours? Wasn’t Garmin ransomed for days with devices fully bricked? We could all still use the device, just some features (Which are key ones, don’t me wrong) didn’t work. Your bike still worked, sensors still worked, you just couldn’t upload routes or to Strava.. great news, we all survived.
that said, probably a few updates from HH would likely have calmed a bunch of people down on this forum.
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Hi all, this appears to be stable now. Everything should be online and operational. We’ll continue to monitor it. Our team has gotten to the root of the problem and solved it. We apologize for the inconvenience this may have caused you riding this weekend, but we thank you for being so patient with us.
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