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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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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@Jeff Smith ok but the question is how you are using the Karoo. The problem with the device happened when you get two sound notifications in one moment. So if you don't use radar, phone connection and navigation Karoo probably will works fine. Right now I am riding with a radar notification and it's working ok. But I need this two more.
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Until Hammerhead can confidently confirm this issue is fixed, they should send out an email advising all K2 users of this problem and how to avoid it.
Namely, they should instruct everyone to disable all but one audio alert and/or Climber so that there is only one audio alert source for the beeper, since the support team has reported that to be an apparently stable workaround — so that we can all at least avoid these restart-crashes in the meantime.
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Michal, I agree that losing rides is incredibly frustrating, and not being able to find a permanent fix has been evenly frustrating. We haven't been able to find all the problems leading to these crashes, since they were first reported. We did roll out fixes as part of 1.297.1231 and 1.290.1206 versions, but apparently it did not solve all the root causes. We are now trying to get down to solving all of those, and ensure there's no regression in the upcoming releases. It's been a tricky one for sure and tough for the support team as we don't have anything to offer to our riders. We'll get through this as we have with other similar issues in the past.
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@Ali
not being able to find a permanent fix has been evenly frustrating. We haven't been able to find all the problems leading to these crashes, since they were first reported
Could you focus on fixing the error/recover handling first, since there is a fairly high risk, that even after you eventually fix all the issues leading to this particular crash, that new crashes will emerge in the future.
So if you fixed the "resume ride (after a crash)", so we would e.g. only lose a max of 2-5 min. of the trip, it would take a bit of the anxiety of using the device and maybe regain some trust.
Based on my own crash-experience, and multiple comments here, it appears it's very common that resume ride totally fails for everyone and on top of that, any route being followed at the time of the crash will vanish from the list of routes on the device.
I have disabled the connection to my phone, and has not experienced any crashes since, but I'm not sure whether that is actually a "workaround", or if I have just been lucky for some time now. -
@Niels totally agreed: a crash would be bad but not such a big deal if the ride was actually recovered at least partly. When the crash happened to me, none of the data was saved. K2 offered to resume the ride but took data from a ride I did the day before.
Furthermore, K2 lost my FTP power setting which I had changed during the ride to adjust workout values. Also, just like others, my K2 wouldn't reboot on its own and just displayed the Hammerhead logo.
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We would love to get some help and get more riders (including our ATG members) test the fix that we potentially have lined up for the next release. Users should be someone who is impacted by this bug more frequently than others on their rides, regardless of the state of beeper or any other riding conditions. Please let me know if anyone would be interested in working with us and doing some ride testing ahead of the release to the wider audience, and then I'll reach out to you personally with the next steps. Thanks!
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@ali - The only way I found out about this bug is via DC Rainmaker.
What would be great customer service would be to send out a mass email describing the issue and the workaround discussed here - turning off all but one audio alert - or all audio alerts if you're using Climber. I have just now turned off all alerts except turn by turn.
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I would love to help but it's not worth the risk to use the Karoo 2 again when there is no risk of losing ride data with my new GPS unit. Running them in tandem, waiting for the Karoo 2 to fail, seems like a profound distraction. My ride time is too hard to come by to invest it in troubleshooting a device that worked fine for over a year and has recently developed a mid-life crisis. Hammerhead, please be vocal about the changes because once the unit is working reliably once more, I would like to use it again.
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Since we seem to have identified a cause, the thing to do is directly induce it. Turn on all audio alerts, and continuously generate phone notifications while riding a loaded route with turns stacked up every few seconds. Can you create a lapped route? I can go out and ride around the block while my wife pesters me with texts.
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Was only too happy to help out. Have the software on my device. Commute home and had all alerts on, climber back on and Varia radar on. Had climber activate while the Varia was notifying me of cars and email came through. Maybe timing wasn’t perfect but nothing crashed. On the commute in tomorrow I’ll have all that going but I’ll add in navigation to the mix, even though I know where I’m going!!
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The only time mine crashed was:
- route loaded (no sound notifications)
- workout loaded (sound on at new interval)
- varia radar (sound on at detection)
- phone linked with notification sounds
- route recording, workout paused (didnt want to start a hard interval in traffic)
I don't know exactly what triggered the crash. I have since disabled all sounds save for radar and K2 hasn't crashed, yet
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Same happening here. After riding about 50 km and taking a pause. I think the device auto paused and the Varia radar noticed a car passing by. I didn't look at the screen when it happened but I head the sound and saw the car. I was able to salvage the FIT file in developer mode but Strava dated it to 1989 and I lost about 21 km of the ride. After that I disabled the audible radar notification and didn't get a new crash for the rest of the day.
I'm not particularly angry about the fact that the device is crashing. Garmin is a shitshow every time they release a new major version. However, not a single time have I lost even a kilometer worth of data. How can this be possible? The device didn't write anything to the flash for almost an hour, given that I was slowly climbing a mountain.
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Early days but been using the rest firmware for about five rides now.
I’ve had all audio alerts on, radar working, used pre planned route navigation and on the fly route me home navigation I’ve deliberately taken alternative turns forcing it to recalculate, all the while emails, WhatsApp and texts have come through.
So far all good, no crashes. But, like I said, early days.
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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 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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