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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+1 on Niels most recent comment.
Is there anything we can do to mitigate this while a permanent fix is found?
I know this is obvious but worth saying anyway. Loosing ride data feels like a non-negotiable for Hammerhead and the Karoo. If not will quickly drive people to competitors.
I myself switched from a Wahoo head unit and have been in love with the Karoo for months. However, if this happens again (especially on a big effort!) - would not hesitate to switch back. A serious bummer, but not being able to trust your head unit is a bad place to be.
Cheers and good luck diagnosing the fix!
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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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Today I was riding a route. Everything fine until a pause after 70 km. I left the Karoo on, and it did still function, because I heard the audio alerts of nearing cars my radar was still picking up.
It's the only audio I have enabled.
But when I was ready to continue my ride the route was no longer visible. I saw the starting screen, so I assume the Karoo did a restart. The Karoo didn't ask me to resume the ride but I guess that would be impossible, see point 4 and 5
1) During the pause I got a call on my phone.
2) My phone is connected to the Karoo.
3) I have the latest firmware.
4) I think the call on my phone triggered the restart, I cannot remember that after the call there were audio signals from the radar.
4) When I tried to load the same route again to finish it, it was no longer on the Karoo.5) Most strange was that on the Karoo only routes were available that I synchronized before the latest firmware update. After the update I did a sync with Komoot on the dashboard and with the Karoo. I have no idea how this could be possible. On the dashboard the newly synced route are still available, so with the routes I did sync to the Karoo yesterday. I am sure of that, since today's route was in the new sync.
6) There was a fit file for the part before the pause in the temp directory, however it is corrupt. I will send it to HH support, maybe they can see something.
7) Just discovered that Bluetooth audio was on, although no headset was paired.
8) HH is already looking into my reported issue.
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Went for a ride with no loaded route or turn by turn the day after suffering multiple crashes and had no issues. Continued to have paired HR, radar, speed sensor and power meter. Audio cues present from radar only.
So, as others have suggested the variable of having competing audio cues from navigation, radar, phone etc could be a thing?
Either way I'm with Evan. I just ordered a new competing head unit as I have some big events coming up in the season. Suffering just one of these catastrophic failures is too many and I need to have absolute confidence in my gear. I am very bummed.
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I'm super bummed! I love the Karoo 2 when it works but I prefer the Bolt to the Karoo 2 because it seems to always work. I have been encouraged multiple times by riding friends to switch as they have seen my technical issues show up in my ride notes on Strava. No one I follow has ever reported issues like this with other big brands. Why choose anything over reliability? Frustrating, and after having only had the Karoo 2 for a little over a year, it makes buying the unit over a different brand feel like an expensive mistake.
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I got a crash mid workout yesterday. K2 went into the "Hammerhead" black screen and would not even boot up. Even after holding the bottom left button it eventually only booted up after my 3rd try holding it for about 30 seconds.
Then, all data was lost. K2 asked me if I wanted to continue my ride but presented me with data from the day before's ride. New route/workout wasn't on the device and I had to connect the unit to wifi hotspot from my phone to let it sync the data again.
This is the first time something like this happened since owning a K2
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For everyone posting about crashes, what audio alerts do you have enabled?
I may have just been lucky so far but since I changed my settings to have only 1 audio alert enabled, I haven't had a crash. There isn't a toggle for Climber in the audio alerts so I've turned Climber off for now.
@Edward hit "Submit a request" at the top of the Support page. Send them the crash log and partial fit files if any...
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@stanley
Previously I had multiple audio alerts enabled (radar, turn by turn, phone calls, Strava live etc) and experienced multiple restarts and data loss as described above. Based on the audio alerts speculation I disabled all alerts with the exception of radar. I’ve now been for multiple 6+ hour rides with no restarts or data loss. Not ideal but at least the head unit is now “useable”.
However, I’m now also riding with a backup Wahoo unit. That I am willing to ride with multiple computers is equal part bananas and also speaks volumes for my love of the Karoo. That said - there’s plenty of folks out there who wouldn’t be willing to go through that kind of, complexity or frustration.
I truly hope this is being actively worked on by the engineering teams. Hardware and software stability is table stakes for a cycling head unit.
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@Dylan
Good to know. I don't have the option of a backup unit — the K2 is my first one — so I just want to avoid any crashes until they can sort this out. I have been recording on my phone with Strava just in case it happens again but of course that is far from ideal.
Yeah, for sure — stable ride recording is core functionality that shouldn't be compromised for any features.
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Happened a few times now. Most recently was on the commute home last week. About 8 miles in, and the Hammerhead logo appeared. Device rebooted and asked if I was still riding. I pressed option to day I was and I thought all was well.
Dashboard information looked good so thought nothing more of it. Mate calls me at say Strava data looked hilarious.
Details lost as it was in main feed but not my activities!? 179mph to speed, took me 890987976.00 to complete out some garbage. Elevation profiles etc just nuts.Radar on. Climber on, phone notifications on. Cadence and HR sensors paired.
latest update applied today, not in fix list so figure it’ll happen again.
Sell Wahoo at the shop, may get Bolt 2 at trade and move this on, though that also feels like a Dick move letting someone else have the problem!!
May-30-2022-174202.fit
Please fix the issue.
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No mention of any bug fixes re: this issue in todays software update.
https://www.ca.hammerhead.io/blogs/change-logs
I truly understand the complex nature of this issue means that whatever the fix might be will be hard. That said until we get a definitive diagnosis and resolution - I'm out - and moving back to an older, but 100% reliable competitors head unit.
I'll check back periodically to check on progress but we all have limited time and patience. I am very bummed.
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Dylan, I've been keeping tabs on the conversation for about a month now since I had my turn at losing a ride with this issue. I pulled the plug immediately and moved to the current iteration of the Bolt for now. I'd like to give the Karoo 2 another chance but there have been two updates since my lost ride. Very sad/disappointing but a plus is my new unit has much longer battery life and hasn't lost a ride yet!
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It’s sad that there is little in the way of updates from Hammerhead in this conversation.
I mean, are they even close to figuring it out?
I like the Karoo2, prefer it to the others really, on a similar level to wahoo with routing (apart from the Karoo screen being better, unless it’s really sunny!)) Ask a Garmin to get you anywhere and the results can be interesting, from my personal experience.
it’s just a shame, it’s like a game of roulette, will this be the ride I lose?
Hammerhead, an update if you please?
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Today respond to my question
“ We have released a fix in one of our previous software releases but as we are still getting few reports from riders, we are actively investigating the issue and set-up actions plans to resolve it as soon as possible. Considering the frustration this bug is causing to the riders, we are prioritising this bug more than anything else and we expect to release a permeant fix for this issue within the next few releases.”
This is a poor joke. They put some changes in soft but still didn't fix this problem. But relax - they will fix it within the next FEW releases xD
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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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Sorry to hear that @ DC Rainmaker. Any chance you could do a feature on the mess that Hammerhead is in with their totally unreliable unit? I know many users would appreciate someone like yourself highlighting the fiasco. Who knows, it might even give Hammerhead the kick up the backside they need!!!
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One more to join the party. My Karoo 2 crashed 4 hours / 106 km into a 150 km ride about a week ago. FIT file got corrupted and the ride was showing a distance of 5 km after resuming :(
Additionally, I couldn't find the route I created for the ride in my routes, even when I was connected to Wi-Fi. (Same thing happened to me the next day when I created a new route for the ride back - had to restart the device once more after a clean start to get the route to show.)
I really hope this gets priority over new features - we need to be able to trust our head units. Otherwise back to Garmin it might be, especially with the 1040 around the corner... (Not that Garmin has a stellar firmware track - I had the exact opposite experience. But the 1030 has been very solid for a long time now.)
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