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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@ Ali
Please put out an official statement on what was done to ensure that an Issue like this does not creep up in future releases. How do you ensure no more rides will be lost, even when there is a Crash/Restart of the system?
The single sentence release notes do nothing to regain the trust of your users. If reliability is indeed your bedrock principle (as stated on all marketing material), prove it by handling this issue well!
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Exact same thing has happened to me today. 46 miles into ride, K2 closed down and restarted itself. Offered option to resume ride (which I chose) but it only gave me 1.6 miles. Got home, checked the record, and it seems I cycled over 2 million miles today from somewhere in the Antarctic Ocean to somewhere in the North Atlantic in a continuous loop! What's more, it has recorded the first 12.6 miles as a separate ride and lost the ride following the crash (I'm gettin an "other error" message on the PC when I try to view it.
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I haven't seen any crashes since I disabled most of the notification sounds. However, even after the last update the device is randomly going to pause mode and I need to start press start again. What happens is similar to what was happening with the crashes: I heard a bunch of beeps, the screen flashes, and finally the ride is paused. This seems to usually happen somewhere after two hours of riding.
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@ Pit. Yes. New firmware downloaded this morning before setting out. Maybe I should be a bit more specific...was on extremely flat section of route (pretty much sea level) so no climber engaged. Was almost 3 hours into ride. Only the first hour has been saved and I have just noticed that it has saved twice to my RWGPS account. I have phone and varia light/radar connected. Happened exactly as a van overtook me - no warning, no sound; just shut down and restarted itself.
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Pit, I had mentioned this earlier on this thread, the issue was identified on the beeper driver down at the lowest level of software. The file system didn't help with the restore. We have fixed the root that caused this, and have better analytics since past 2 releases that helps us to monitor such failure during the internal testing and ATG testing before it gets shipped to general audience.
Kevin - your device reboot issue does not seem to be caused due to the known root causes. We would need to investigate the reason behind it - could you please share the FIT file of this ride with us at support@hammerhead.io?
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@Ali
Thanks for the reply. Do I understand this correctly that if an Issue similar to this slips through the improved analytics and testing, People would be losing their rides again? If yes, I highly suggest that the ride recovery feature is improved such that this does not happen again (more frequent writes to hard disk, prevent corrupt autosave files).
Maybe you can add an explanation to the release notes, because people are wondering what is going on (see other posts on this forum).
Hope you can get this fixed soon and return to releasing great features!
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Pit - it's a different issue than what had been affecting riders past 2 months. So we will have to look into the root cause and find a fix for that. Bugs can be very annoying and very specific to certain actions on the device, but the developers will be looking for fixing every single one of them on highest priority. We have received the information from Kevin, and will continue with the research.
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@Ali Your last response seems to suggest that Kevin's problem is yet another new bug. As this one hasn't been reported before do you think that it has been introduced by your software team? You also say, "Bugs can be very annoying". Well, they are much more annoying to the people who have paid money to your company for a unit that continues to go backwards in terms of reliabilty!
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@steve - We totally understand that, and that's why we won't be leaving this hanging around and fix it as soon as we get to know the root cause. As of now, there's just 1 rider (Kevin) who had the issue on the latest software release. We have not received any reports from any other rider after the 1.304.1253.12 release. We will investigate and act accordingly.
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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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Hi All, I'd like to share the post-investigation update on Kevin's Karoo 2 reboot issue, with everyone so you can ride with confidence. The ride with the auto-reboot and ride loss was done on the older version 1.300.1244. The latest software 1.304.1253 with the fix was downloaded but was not installed until after the ride.
Concluding that there are no new known cases on the version number 1.304.1253.
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Known issue that Hammerhead have been very apologetic about. can you confirm what firmware number you’re on as latest one contains fix for this issue. If you’re holding out because of di2 function or something then this may well continue to happen. If you are indeed on latest issue then the can of worms may be opened again!!
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At start, I had no route loaded since I had to ride to the start. Once at the start, I selected the route on the Karoo. Shortly thereafter, it rebooted. I do not recall hearing any alerts.
So to answer your question, there was very little if any miles ridden on the route. From where I started to the start of the route, around 4 miles or so.
The date of the ride was yesterday, June 25th
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This happened to me yesterday and a couple weeks ago.
Yesterday was at a race in Nebraska. Two days before I downloaded the route course, and the K2 downloaded the offline map for Nebraska. This worked for the first 1/3 of the course. When starting from the first aide station the route map and ride were gone, unable to find the map again or any record of the initial ride data. Rode the remainder on cadence/HR sensors and that portion worked normally.
There appears to be fit files in the Temp folder, but I am unable to import or decode them. Also, the offline map for Nebraska appears missing. It is almost like the system restored to an earlier configuration, loosing yesterday's data.
Can the temp folder fit files be fixed to be able to read?
Thanks.
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Happened to me today. Karoo 2 crashed, when it finally rebooted I got a message that a ride was being recorded previously with the option to resume, which I selected. When I later finished the ride I saved it as usual, although I could tell I lost a large part of the ride. After saving the ride was gone, i.e. it does not show up in my list of rides and was not uploaded to Strava.
Is there any way of recovering my data?
Very disappointed to say the least. This is the most basic functionality that a device like this should do PERFECTLY so this is unacceptable.
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