Karoo 2 crashed / restarted itself mid ride, data lost
Completed
Towards the end of my ride today, the Karoo 2 restarted itself out of nowhere - the Hammerhead logo appeared, followed by the rest of the startup sequence. I think I'm the 4th user with this issue since the last software update. Climber functionality was active and on the screen while the crash happened - maybe it's related to that, since this was changed in the last update.
The Karoo did not enter any sort of ride recovery procedure, and the ride up to that point (~40 miles) seems lost, it does not show up on the device. I started recording a ride again after the crash, for the remaining 1.6 miles. That one does show up in the device's ride list.
I tried recovering the lost ride via USB on my Mac, but it does not show up in the FitFiles folder, and the temp folders are empty. What's interesting is that the 1.6 mile ride after the crash, which does appear on the device, does not show up in the FitFiles folder either...
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I experienced a similar issue yesterday (15. of april around 2pm CET, in case you have some crash logs).
After approx 3h20min ride, the computer restarted. When it finally had rebooted, it asked if I wanted to resume the recording that was in progress when it restarted. I thought "whew, it looks like there is a feature to save this restart incident", but the resume function did not work as expected. It "resumed" my trip back to when I had been riding for 1h 2min, and also suggested I still had 179km to go (out of a 130km ride in total).
I stopped that "resumed ride", as it was totally messed up and it looks like that ride has totally vanished now.
I started a new ride and recorded the last approx 1 hour ride of my ride, which went fine.After I had stopped the faulty resumed ride, I wanted to start the Route again, as I was in an unknown area - but my saved route was also gone from Routes (I had synced it before I started out in the morning).
I must say, this was a really bad experience - both the crash and the non-working resume after crash function.
Today I have enabled developer mode to connect and see if any tmp fit file were on the device - but I couldn't find anything.
Also, the log files I came across did not really contain any entries from yesterday, so I don't think I have any additional info I can provide to help the investigation.
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Lee - It was a tough one, and I am glad our developers were able to find and fix it as soon as they were able to. All the reasons that were known to be the root cause in the past 2 months have now been fixed in the version 1.304.1253. Kevin's device didn't register on the analytics that had been built around these root causes, so it is something new or a hardware defect - we will find out. There have been a very small percentage of devices that we have replaced (including out-of-warranty units) attributing to the hardware itself.
We will either learn and stop it from impacting users in the future, or we will be shipping a new unit to Kevin.
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Just did the hardest ride I've ever done yesterday 5/12. Planned ride was for 58 miles and 7500 ft of elevation. My Karoo 2 rebooted with 3miles left to go and lost my ride after being on the saddle for almost 6 hours! Is there anyway you guys can check your servers for my ride as I would really like to have this one back?! Please get this issue resolved and fixed as the sole purpose to having a computer is to record your activity and all the stats you've worked so hard for! Hate to see anyone else having to go through this issuue! Thanks.
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Sorry Ali. This company has used up all of my patience. Your programmers are an absolute joke for releasing firmware like this. Twice weekly update this thing should be rock solid.
Same thing happened to me today.
The first Karoo was a bug filled joke that I was willing to tolerate because it was new.
The second Karoo and on the first ride of the season it doesn't record half of the ride. It was a great ride, also. This really sucks. I'm stuck with yet another POS from this company.
I don't frankly want a reply or a solution. This thing is a joke and a waste of time. I'm done spending my time trying to get a bike computer to work properly.
The new owners should clean house and start again. These programmers, despite twice monthly updates just can't get the core functionality to work properly. If they can't make it work you need to find people who can.
Shame on me for trusting this company would get its act together with the new product. - Never, ever again.
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Just happened to me, May 15, on build 1.292.1211. Mid-ride, feeling good about having hammered up a hill and curious to check the data later to see how it will compare to previous efforts — out of nowhere I'm seeing the Hammerhead logo. K2 restarts with no ride recovery/resume prompts. No partial FIT files when connected via USB. There is what looks like a fresh crash log.
I guess I'll be recording rides with my phone.
Ali, is there anything we can disable in the meantime that would prevent this issue? like disable Climber or phone pairing or something?
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Hi All, I would like to inform everyone that Andy (in above comment) has been very helpful and willing to help us test the fix for this issue. He is on a version ahead of everyone else. So far Andy's reports has been very promising, and we hope to release this fix once there has been enough reports without any issues. There are other riders from ATG on this new software version as well and we have not heard anyone complain of the reboots yet. We will continue with the extensive testing of this fix and release it once we have the confidence from the test riders.
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Hi Lee - We have got actual customers testing the fix. All ATG riders are paid customers.
As per my comment and Andy's comment before that, we are hopeful to get the fix out in the next release. There are no planned release this Thursday as we need more testing time. We want to commit that no one loses rides! -
Ok. Little ride with the Mrs this evening. Started unit and route in the house and left it to go to standby, woke up, all good, rode with all alerts from phone on, Varia radar on, climber on, cadence and HR connected. Close to end of ride I paused. Let go to standby again. Woke unit up, got to end of route, saved ride, all good!
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Does the fix include doing a flush to storage more frequently?
I got bit by this during a PR up Mt. Constitution. The entire way up, the unit was responsive, reporting power, climbr, etc. After a pause at the top, the device presumably crashed and rebooted. When I scraped the data off, almost the ENTIRE ride was lost -- including about 30-60 minutes of time while the unit was still on and working.
If your system only flushes to storage 1x/hr, and is storing ride state in process memory the entire time, that is not engineering that I will use. This is like reliable engineering 101. Losing data is near-unforgivable. I planned a whole weekend around beating my PR and you guys messed it up.
You need to tell us exactly what the problem was, what steps you have taken to fix this, and what steps you will take to never have it happen again -- a public RCA -- or my device is going to PC Recycle -- I don't even care about the price.
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Just happened to me today, exactly as described above. I previously had my first Karoo 2 melt on the charger, and this replacement (which I will say Hammerhead was kind enough to swap for me at no cost) has already created a corrupt file which required a reset of the OS to factory. Now this issue with two hours of ride data just disappearing. Maybe I'm on the wrong device because I don't care about the new firmware features that much, certainly not when they're going to cause what I'd consider catastrophic failure of the primary function of the device.
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Exact same problem struck me yesterday. About 30 minutes into a ride the screen goes black and the hammerhead logo appears. No interaction was occurring with the device at the time.
Upon reboot the system did not recognize that a ride had previously crashed. So I started a new ride thinking I could pull the previously created FIT file from the device. A FIT file did not exist so the first half of my ride data was permanently lost.
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I'm curious to know what version of the software you guys are on, with the restarts you have experienced the last couple of days?
The problem is claimed to be fixed with version 1.290.1206 (https://www.eu.hammerhead.io/blogs/change-logs/karoo-software-build-version-1-290-1206)
From the notes:[KAROO 2 ONLY] We’ve fixed an issue that could cause Karoo to reboot in the middle of a ride, frequently resulting in data loss.
But maybe it hasn't been fixed for real? :-/
I have updated to latest version (also updated to the version above, as soon as it was released back in April), and have not experienced the issue after the update, so I'm hoping it actually is fixed, but with the new reports of the problem, I'm becoming a bit nervous that it might not be the case. -
same thing happend to me yesterday, aftar 2hour tha karoo reboted and asked me to resume. but my recording was gone. After the reboot my data pages look different the where reseted!? but after a manually restarted the karoo they where normal again. But my activity are lost....
I can accept that a crash and reboot happen somtimes, but the autosave/resume must work!!! -
This must be sorted out!
Maybe everyone can write you what you did when it happened, to make is easier to Hammerhead to sort this out!?
Maybe you have you crashlog too!?
mine wah crashing /restart when it was autopaused...
i stopped att the cafe to buy a iacecream, when a come back a sew the Karoo logo on display.... -
I have only had one ride with the latest version, which went fine with no crashes, but based on comments here, it sounds like it has almost gotten worse with the crash-problem.
Ali, do you have any info on e.g. features we can disable to minimise the risk, until the crash is fixed for real? -
For the people who've had a mid-ride restart since the latest update, did you have navigation, live segments, radar alerts, Climber, or phone pairing enabled with audio alerts?
Apparently they think it has to do with the beeper, specifically "when 2 alerts are called for concurrently" but if that's what they targeted with the latest release maybe there's another root cause.
Until we learn more I think I will keep audio alerts on for just one source in case that avoids the issue.
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Just happened to me as well. I don't know what version I was on but I did apply the update after my ride. This happened at the top of an absolute killer climb. I pulled over to curse the Hammerhead and recover. Just like everyone else, once it rebooted my route was gone and my ride data was gone. It's the ultimate betrayal from a cycling computer.
As I was climbing (near the top of course) it started beeping like mad, like it was trying to give me a turn direction and notify me about a car approaching from the rear all at once but it was doing it over and over and the beeps were slightly garbled.
Hammerhead - you have to periodically check point the ride data so that it does not get corrupted and completely lost. If I would have lost 1 minute or 5 minutes worth of data it would have been easier to stomach than losing everything from the point I started the ride. If you can't trust the computer it's essentially useless as others have mentioned. Don't be like that.
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Sadly, looks like I've joined this club as well.
Mid-way through a ride, had just stopped into a bakery for a quick bite, and came out and the Karoo 2 was on a HH logo screen (with black background), and frozen. Gave it a while longer, still dead.
Eventually restarted it, and the lost entire ride, along with the route I was following. Sigh.
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Just to redress the balance, and not to detract from the clearly serious issue here, I have just completed a three day trip without any issues whatsoever, the device routed us perfectly and tracked all that I needed to track. To be honest in the thousands of kilometres I have ridden with the Karoo 2 I can't recall a single crash or freeze of the device.
However, this is a mega-urgent issue and HH need to get on the case with every resource available to them.
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@Steve, I disagree with you. Overall the Karoo2 is a good headunit. Off course there are still bugs, but other headsets have also bugs.
HH is constantly updating the Karoo in 2 weeks updates. Don't expect they can solve everything at once.My first headset was a Garmin and had also bugs. I was happy to trade it in for a Wahoo. However the Wahoo is now several steps behind Karoo2.
I am happy with my KAROO2. Even with the bugs it is far more better then my Wahoo roam. So I accept that there are bugs and I am confident that HH will solve them.
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Hi all,
Quite a few rides now. I’ve literally been trying everything deliberately make it crash.
Plannned routing. Mid ride navigate to routing, forced re-routing, audio alerts from Varia radar, emails, texts and other messages, WhatsApp, messenger etc. Using battery saver mode, turning device off and on again mid ride, climber turned on all the while too.
So far not a beat missed, solid performance again.
if anyone has any suggestions for me to try in order to force a crash let me know, but I think I’ve tried most things already.
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